Renault Techical and Service Failures

I want to formally highlight with regards to a Renault Capture Sunset Limited Edition bought at Renault Brackenfell in February 2017 Vehicle : 2017 CAPTUR 1.5 dCI DYNAMIQUE 5DR

The events leading up to this complaint I want to highlight is as follows:

When purchasing the capture, it was supposed to be delivered per truck The car was coming from the Durban Facility. We were then informed that the capture is not arriving as expected, because it was put on the wrong truck. So already, we were not happy with the experience

We arrived to collect the capture and we were told that the wheel cap covers were not sent with the vehicle

We took possession of the vehicle and on the way home, I picked up driving behind the vehicle that the left hand rear light was not working

We got home and whilst going through the vehicle, I found in the left door storage space, a fuel slip for the capture for R350 dated in Sep 2016

So, we had a car going through a inspection at the Stikland facility, where 2 things were missed. I do not appreciate buying a brand-new car, then only to find a light not working, missing wheel cap covers and a slip showing the Car being driven in Sep 2016.

The worst thing at that stage was that this BRAND-NEW vehicle had ABSOLUTELY NO NEW SMELL. It smelled like a 10-year-old car.

I have never driven a new car that did not have that brand-new Car smell. IT is the first time I had this experience

The next day whilst driving, we noticed a knocking sound in the engine when braking or accelerating. It got worse at times, especially when changing direction. We also picked up that the rear-view camera was showing that the boot was open, even this was not the case. So, we had a sensor malfunction added to the list

We took the vehicle back to the dealership and they took it back to Stikland on the 22nd of April 2017 for an inspection, where we also raised the issue about the light not working

We raised this issue about the no new smell, and we did not receive any reason for this Stikland informed up that the noise was “within spec”

An issue with the wipers/water bottle was also identified and logged as an in-warranty repair. This was not done as the claim was never processed due to staff issues (A change in staff and the claim was just lost in the change)

We were then told by my wife’s brother (who also took the vehicle to Audi where he works for a second opinion) that there are severe scratches on the panel where the key-card is inserted. It really did not look very good

When raising this with Renault Brackenfell’s floor Manager, he actually took me to a new car on the floor and proceeded to scratch it with his thumb nail, seemingly indicating that this is normal to happen. This really disgusted me as I do not want a brand-new car to be scratched while in the workshop (and worse doing it to a car that is still to be sold)

We drove it for about 10 days, and the noise got worse,

I raised it again with the Renault Brackenfell branch. I was told that I need to bring the vehicle in as they are bringing in a technical manager from Johannesburg and that he will be in the next week. We will be called to bring in the vehicle

After about 10 days, I raised the fact that we are not being called for a booking date, we were then only informed of the scheduling conflict Then after waiting in-vain, we then took it back to the dealership and they returned it to Stikland

They then looked at the brake callipers, removed them, re-greased them The noise showed no change and I noticed the sound getting worse form the outside while my wife was driving up an incline. The noise was shockingly loud

I returned it to Stikland now myself

They had a look at the whole suspension on top of the brake callipers now removing the entire from bottom of the vehicle. Nothing was fixed

I had to return the vehicle to Stikland where Renault SA would assess the vehicle. It was decided the issue was the driveshaft and that it have to be replaced. The part was ordered.

But this time (after the second visit to Stikland), I got Renault’s Customer Care involved here as our patience was drawing thin. So, we had Lebo from Renault SA Customer Care involved to act on our behalf. The driveshaft was ordered, delivered

I attempted to make a booking and spoke to Michelle at Stikland, who could seemingly not locate my Car details all of a sudden. She promised me that she would get back to me for a conformation, and after 2 days, I had to again struggle to talk to someone to help me make a booking (and the way I was being talked to does not correspond to a level I expect, especially the level of the service we experienced at that point). I was also informed that will not be giving us a rental as it is not their policy. I did not accept this and demander a vehicle

Theresa from Stikland assisted me to get the vehicle booked in

The driveshaft was replaced and I was informed that the issue is now finally fixed

I drove the vehicle home and 10 minutes later, I DISCOVERED THAT THE NOISE WAS NOT GONE. We were back at square 1

I informed Stikland of this fact and by this time I requested to speak to Imraan, (Stikland Manager). I again, battled to get the vehicle booked in as we were receiving no communication or assistance.

Theresa gave me her email address and ensured me that this way that communication would not be an issue. I sent a mail on Thursday, 8 June 2017 to Theresa requesting her to arrange a booking, as I was informed that Wayne, the after sales manager wants to assess the vehicle When I did not receive feedback on Monday afternoon 12 June 2017 , I wrote another mail to Imraan this time, including Theresa, where I stated I will only be working with him

Up to this day he refuses to talk or deal with me

The next step was form Renault SA to fly a Technician down to Cape Town to investigate the vehicle. He provided us with a very badly written report giving very little details to what he actually did on the vehicle, stating he made adjustments.

Renault SA also committed to initiate a communication to Renault France regarding the issue and committed to provide us with feedback in 3 months. That period has expired and no feedback has been given We have started picking up issues with the clutch in the last 6 weeks that is progressively getting worse

To have a Car that needs to be maintained and fixed from time to time, is one thing. By we are sitting in a position where we have bought a new Car , and since this date we have been plagued by issue after issue after issue. When we bought the vehicle, we were assured that the relationship between Renault and the Client does not end when we drive the car of the floor, but it will be a lifetime relationship. This is my wife’s first new car and definitely not the experience I wanted for her (or she for herself)

Every time I need communication, I have to drag my feet behind Renault. I am tired of wasting fuel and business hours out of my day to keep on taking a can back to a facility at my cost and time

I am tired of being told a car has been fixed only to find out MYSELF that in fact, nothing has been fixed

ALL OF THIS FOR A CAR WITH LESS THAN 30 000 KM on THE CLOCK

The managers at Stikland gave such poor service to us. I boggles my mind that managers are allowed to get away with service like this. I want this issue to be addressed and these people to be held responsible for the actions relating to this situation

At no point, we felt that we were taken seriously and that anyone in Renault was actually understanding the frustration we as client was experiencing. We were never treated like we were expected to be treated. At this stage, it is quite shocking for a client to be treated like this, seemingly with contempt

Renault Customer Care has also now gone quiet and have been of no real use.

We have now exhaust all avenues we could take and we do not want to be customers of a brand that has failed us so many times on so many levels in this period