Renault Customer care 10/10 ,Global 1 Renault the Glen 0/10

This is a 50/50 split decision...really , 5 stars and more to Mbulelo at Renault Customer service @ Motus Head Office ( warranty order 39046 - for those at Renault ...head office and dealer level who want to track the facts ), he is a human resources asset that should be kept at the organization, literate ,informed, great communication skills , did all the things he has been trained to do exceptionally well and more , called back when he said he would , contacted the relevant technical staff at the dealership and relayed a clear concise report as to what was wrong with my Renault, why it happened and how long my 3 different parts would arrive in SA from France , released from Motus parts to the dealership and when the parts would and did arrive at the dealership ( just like the tracking facility on your DHL parcel ...simple...ne^...)....and just plain common sense when explaining. Now for the one star ( if that at most ) ...the actual dealership level ...confused ,disjointed...all over the place ..first day of the 3 weeks my car has been there at Global 1 Renault the Glen ( I do think they should rather stick to what they're capable of ...Global is a real stretch ) I was contacted twice ,each time to inform they are still diagnosing my car ...thats it ...those six words ...ok , days two and three I had to do the phoning as my service advisor was on "training" and for all those of you that haven't been in the motor industry, what I expected proved true ...the other service advisors just left the job cards of the advisor on training in her pending tray. I was told I would be called back ( didn't happen on the three times I called) Eventually got hold of Lionel who was very helpful ,diagnosis done ,warranty claim submitted, should take a day or two . Two days later advisor is back and phones me to tell me warranty claim is approved and the three parts...starter ( which is what I told them was not working when I booked it in ) ignition ( which is ex France and on back order) and window switch are all on back order ...in plain English 21 working days....thats a Calender month .. The following week the same service advisor had been abducted by aliens over the weekend and her stand in stunt double informed me that they were still waiting for diagnosis and warranty approval????? So noting that red flag and reminding her that it was on back order and had been approved, I decided to phone Head Office ( Renault customer care ) and had the pleasure of having informed dealings with Mbulelo ...proof that you can't teach common sense , over the 3 weeks I updated the service advisor when and where everything was ( the dates and times the parts had arrived at their dealership) ...whenever she called me to tell me...you guessed it " Mister Scott, we are just calling you to tell you your parts are still on back order " ...the information I gave her on each call she promptly forgot ( yes that slate was wiped clean each day .. You know these alien abductors have really got to get their game together and provide better substitutes !) ...another example was when in week 3 I popped in personally to inform her that the final part had been delivered to her dealership at 07h41 that morning and she asked me " sorry who is your service advisor ? " ..Anyway I had checked how much time warranty claims at Renault Head office allowed for the work required ...it's one and a half hours ...so two days I would of thought would of kind of cut it... Nope ...wrong , late on day two after the final part had arrived ,they called me to say that the window switch which arrived 10 days prior was " the wrong part " ...talk about planning! When I can track all the parts via Head office as to when and confirm that they have arrived ....surely it would make sense that the person handling it at the dealership would also be tracking it on their computer which is already in on the Renault system so that they could set the time aside for the job to be done as soon as the parts arrived ? Make sense ? Common sense ? Apparently not at Renault the Glen ...and to think the same service advisor was sent for two days training at the beginning of the two weeks ...hmmm that was really worthwhile....not !