Poor Customer Care and Ongoing Delays in Warranty Department (Dont buy a Renault)

Dear Executive Management,

I am writing to formally escalate this matter as I have reached a point of extreme frustration, financial strain and disappointment.

On 2 February 2026, my vehicle was towed to Renault Umhlanga after it overheated. The vehicle is still under full warranty, including a warranty booster that I was encouraged to take at the point of purchasing this brand-new vehicle which is meant for added “peace of mind.” After diagnostics were completed, I was informed that the engine needs to be replaced. All required reports were submitted to the Renault Warranty Department.

Since then, there has been no decisive action. Instead of approving the engine replacement, the focus has shifted to testing the oil cooler — a part that was already replaced about a year ago. The dealership has confirmed they do not have the equipment to test the oil cooler and must outsource the testing, which requires approval from the warranty department. That approval has still not been granted after several back-and-forth emails between the Renault dealership and Renault S.A warranty claims department, leaving the matter stalled.

My vehicle has been off the road since 2 February 2026. I have been paying for Uber for weeks just to manage my daily responsibilities, including travelling to the dealership to seek updates. This follows a previous experience where I was left without my vehicle for over two months due to service delays. Over the past three years, my ownership experience has involved more disruption than reliability.

In addition, I have contacted Siphiwe from Renault South Africa, who advised that he would escalate my complaint to the warranty department. While I appreciate the engagement, I continue to receive promises of call-backs and updates that do not materialise into clear outcomes. The feedback remains the same: “I will escalate again.” There is no final answer, no clear direction, and no resolution.

I purchased a brand-new vehicle trusting that I would be supported, especially while under warranty. Instead, I am left without transport, without urgency, and without accountability.

I am requesting the following without further delay:

• Immediate approval and replacement of the engine as per dealership diagnostics; or • Immediate approval for outsourced testing so this matter can move forward; and • A courtesy vehicle for the duration of repairs due to the prolonged inconvenience and financial impact.

This situation is unacceptable. I require a clear written resolution and timeline within three business days. If there are technical reasons for delaying the engine replacement, they must be clearly explained in writing.

I expect this matter to now be handled with the urgency and seriousness it deserves. I cannot continue to carry the financial and emotional burden caused by these ongoing delays.

Kind regards, Curtis James *** MEERBC***