Poor customer service

Today marks exactly one month without my car.

I’ve had problems with this car and reporting it but Renault can’t seem to find what the issue is. I remember some time last year 2021 I got stuck after buying groceries at a store, the car didn’t start. I had to call my insurance for help with towing - they took me home.

When I took the car in for service November 2021 I was asked “does the car have any problems?” Yes, I rep**** and stated the problem with the car not starting and showing them the video i took. They will have a look at it they said. When I got back they had told me it was put in the computer and some part was changed so they don’t think it will give me a problem again and if it does I should bring it back. Excited to hear I will not be expecting this problem again, I took the car and left.

The car started with the same problem a few days later. As usual I switched the power off and waited for 15 to 30 minutes and restarted it. I kept on living like that till January the 26th 2022 when it didn’t respond at all this time. It was the longest wait because even after an hour the car did not start. I then called my insurance to come and assist me tow the car to Renault.

The car is still there, no one ever calls me to tell me what the problem is, I have to be the one to call all the time. If I’m lucky I get ahold of them, if not I have to go personally to find out. On the first visit to them, I found out my car wasn’t serviced for 30km in November 2022 because they took it as a fault report only. They claimed I only reported the problem only and did not know they had to service it too which is completely untrue. How is it even possible to log repairs without recognising that the car is due for service, if as claimed they didn’t know?!

I was told since it’s late now, the service plan claim will be rejected so I will have to pay for service as it will no longer be free. The warranty department will ask why was the car not serviced so in order for them to put or file a claim I need to pay for service for the car to be considered for repairs. I was very stressed about that, I tried getting the money I was quoted but a lady that helped me that day Zanele gave me a number to call and explain my side of the story as to why the car was not serviced. I did that and it was resolved the car was serviced without me having to pay.

Now the car is serviced but still not fixed no part ordered it’s sitting with them nothing being done. On 25 February I called no luck and decided to go see what’s the hold up since no one is calling me. I was told they had found the fault but Renault wants to do the check themselves on Monday the 28th of February, everything should be put back together the car will be checked by them on the computer or machine to see the problem on their side because they don’t think what the mechanic found is the real problem.

So that will be the beginning of the 2nd month with no car and not knowing when things will be resolved I am not happy with the service I receive at Renault it is such an inconvenience for myself and my family because there is no care whatsoever. The way things work there is disappointing, I am paying for a car that is parked and nothing is being done. No one cares to tell me anything if I don’t call or go there then I won’t know.

My kids have to take buses and taxis to school which is costly both financially and time wise.

I thought buying a new car will be much convenient because if you have a problem it will be resolved in no time, I was clearly wrong. My experience with Renault has been horrible. I’ve only owned a new car from them for about a year and a few months but I’m already fed up.