Renault reneges on warranty claim

<p>This is the story of how Renault very cleverly reneges on it's warranty claims. If you don't have time to read the full story skip straight to points 7, 9 and 10 below.</p> <p>1. The Problem was first picked up on Renault Koleos (2.0 DCi) on 27 May 2016, in that an alarm came up about a fuel injection system being faulty on my way down to Comrades. The vehicle then goes into limp mode (turbo does not function)</p> <p>2. The five year warranty was still in force until 3 June 2016 (although Renault system incorrectly indicated that it expired on 30 May).</p> <p>3. The incorrect date was rectified by customer service (Pieter Badenhorst) to reflect correctly and a case reference number was generated for the claim (case reference no. 4- ********** 6).</p> <p>4. The vehicle was taken to Germiston Renault (it is closer to my work location), where they attempted find the problem and fix it. They were not able to find the problem or fix it. The issue was discussed with them and agreed that the car needed to come in again. No job card was issued for the work. (Have documented proof via email however that it was there). This was also sent to customer service (Pieter Badenhorst).</p> <p>5. The issue was subsequently discussed with the service agent at Renault Route 24 (closer to my home) and the warranty claim case number given to him. It was agreed to bring the car in at first opportunity when available for a day.</p> <p>6. The vehicle was subsequently taken to Renault Route 24 on 22 June 2016 (have documented invoice) to sort the issue out. They were not able to sort the issue out. There was no charge since it was for the warranty issue. Even though the car was now out of warranty it was the same warranty issue that had not been resolved. So there was no charge since it was under the warranty claim, which is what you would expect, other than the fact that it would have been nice if they had actually resolved the issue.</p> <p>7. The car was then taken through to Renault Route 24 again on the 30th June for a full day again (have documented invoice). The issue was once again not resolved, but the service agent indicated that they needed to replace one of the thermo sensors in the exhaust, the next time I was able to bring it in. No charge once again, so it's still considered a warranty issue.(even though the car was now beyond the warranty expiry date)</p> <p>8. I agreed and he indicated that they would order the part. It transpired there were additional forms to be submitted for some reason. Perhaps because something was actually being done now (after two full days of the car not being available on separate occasions).</p> <p>9. This is where things get really confusing and obtuse. The service agent from Route 24 then contacted me and indicated that I would now have to pay 50% of the costs.</p> <p>10. When questioned why, he indicated that the issue was now being resolved on “good will”.<br /> Since the car was no longer under warranty, even though the issue occurred while still under warranty, it was now “good will”.<br /> Is this “good will”? If you have an issue while the vehicle is still under warranty. Renault makes sure that the issue is not resolved till it is out of warranty and then claims that it is “good will” that you have to pay 50%.</p> <p>11. There is also no guarantee that this latest effort (to replace the thermo sensor) will actually resolve the issue. <br /> Remember this is attempt number 4 by Renault to try and resolve the issue. What if it transpires that it is still not resolved? What if it is actually the turbo that is the problem? We are talking a much more significant sum of money.</p> <p>12. So this is how Renault reneges on its warranty claims and covers it risk. Extend the problem without sorting it out until the car is out of warranty and then offer to pay a portion of the warranty claim under “good will”. <br /> Pity I only found out about this now and not when I purchased the vehicle.</p>