Renault South Africa (SOMERSET WEST AND HERM****) do not care

On 9 December 2019 my Vehicle Renault Captur DX52YY GP was taken to Alberton Renault for the 75000km service and the vehicle has a full-service record.

On 27 December 2019 we left on Holiday to Pearly Beach in Cape Province. About 250km before our Destination the vehicle gave an error message CHECK AUTO GEARBOX.

I immediately stopped. I phoned Renault Alberton and spoke to the Service Manager and he informed me that all the Renault Captur has a Factory fault on this Error message. He said we need to reset the vehicle and we just had to go to a Renault outlet for them to replace the control panel. Also, he informed me if we have any problems to contact roadside assistance. After restarting the Vehicle the error message was gone.

I made and booking with Somerset West Renault Service department and got a booking for 3 January 07H30. Left in Pearly beach at 05H00 to be on time for the Service booking. My Vehicle was one of the first vehicles check in the Somerset west. At 08H30 they said the checks were done and all error messages were cleared we can take the vehicle but we should also monitor for any errors. Which I find distressing and unacceptable behavior from a service department of Renault. How can they just clear an error on the computer box without doing a thorough check to see if there is really no problem. I f they have done the correct tests and done what they where supposed to do this would have been detected by Somerset West branch and I would not be sitting with all these problems. We drove back to our holiday destination and about 22km from Herm**** the error message again appeared and I couldn't drive the vehicle as it had no gears. I immediately phone roadside assistance (CAS-652657-N6X5S3)(Pule) and they booked a call to collect the vehicle and take it to Herm**** Renault.

I waited next to an extremely busy and dangerous road for 2 hours after making several calls to roadside assistance to inquire where is the towing company is before the loading truck arrived, also I have to say I was surprised as the driver had on some beach clothing and sandals and in no rush whatsoever. It did not seem to bother the driver that he took so long and nobody ever followed up to find out if we actually arrived at our holiday destination safely.

When I arrived in Herm**** the Service manager informed me that they will do their checks and inform me on what is the outcome. At 15H30 the service manager informed me that the channel between the gears and clutch on the Automatic gearbox is faulty and will only be able to repair the vehicle by latest Friday 25th January they will push as they know we are on holiday and we need to return to Gauteng to start work. At Renault Herm**** when we spoke to the Branch manager Gerrie du Plooy my daughter asked him why this happened and he told her to keep quite and not to make a noise in his shop. I find that very unprofessional. Simphiwe at head office assisted us in getting a courtesy vehicle a few days after the Captur broke down. I was given incorrect information by Athena which caused more problems. Then dealing with the service department manager, Nicole, the first 2 or 3 days after the car was towed in and I did inquiries she just kept screaming at us that we should not interfere in her department, she was not friendly and helpful at all. Only after we received a courtesy vehicle she became more approachable. The major issue is that we where stranded in Herm**** 22km from our home(Holiday Destination Pearly Beach). Renault Herm**** offered taxi services but didn't make an effort to contact any services for myself and my daughter to reach our destination. Roadside assistance said they cant assist. All the Vehicle rental companies in Herm**** had no vehicles for hire. We had to take an Uber which cost us R580. We were stranded in Pearly Beach with no transport whatsoever. We were not able to reach any supermarkets etc. Courtesy vehicle was only provided to us on 8th January but still, I need to return to JHB and nobody has seems to realize or care in assisting me to get my vehicle repaired or to offer any other alternative plan. It's costing me for accommodation R1500 per day. I had to fly my daughter home as she is a student Teacher and need to start working on 13 January it cost me an extra R999.00 for the flight. I had to travel to and from Herm**** 3 times before I was given a courtesy vehicle. Each time I had to go to Herm**** using an Uber. R580 one way each time, in total 7 Uber rides to and from Herm**** at R580 each. I have asked if I can return to Johannesburg with the courtesy vehicle and I was told I cannot. I should have been back in Johannesburg on 8 January already. If I do not work I do not get Paid. So in total my additional expenses due to the poor work done by Somerset West Renualt and lack of customer care by Herm**** is as follows: Flight ticket for my daughter so that she can at least start working: R999 7 Uber rides at R580 one way to Herm**** R1500 accomodation per day - that is without daily living expenses which I would not have had if I could get home in time. R2500 - R4000 per day lost of income due to the fact that I cannot work.

Is this the kind of service that Renault an International company provides? Why didn't Somerset west Renault do the required work properly? Why can Renault not provide a solution to my problem. I cannot sit in Pearly beach, I need to get back to Johannesburg and work. What is so difficult for people to understand?