Renault, terrible customer service

<p>So about 3 weeks ago 12 Apr 2017, my wife's Renault Grand Scenic lost power drastically, to the point that it was quite dangerous to drive as it would go, then just get lose power and slow down drastically. I got it to Renault Gateway and left it overnight so they could asses it. On the 13th, which was the Thursday before the 4 day Easter weekend, I called back and was told that they had been too busy to check it out but they would have an answer by the Tuesday. On Tuesday, the 18th I was told it was the turbo. I was told I would be without the car for 2 weeks as they needed to order the turbo from Jhb. (Not sure how a courier takes 2 weeks) anyway I asked for a courtesy car, and I was told there is no courtesy car. The service manager, Ishwar, (I think this is his name) told me that I could keep my car and they would order the part and call me when they had the new turbo. I asked if driving it like this would not do further damage and was told that it would be fine. I explained that the car was my wife’s and she was often alone with my 2 little kids. I was told that this was not a problem and all would be okay. Not happy, I took the car and left awaiting a call. I decided to drive the car and give my wife mine just in case the guy at Renault was mistaken. Well, what do you know the VERY NEXT DAY whilst driving the car it just stopped. I was driving between Durban and Westville. When the car broke down, I called Renault Gateway back and they told me that it wasn't their problem and I should call Renault SA for a tow as my car was under Warranty. I called Renault SA and spoke to Lebo. She told me that a tow truck would come take my car to Renault Pinetown as that was the closest branch to where I was. The tow truck arrived about 45 mins later and I got my wife to fetch me on the side of the road. I received no call on the Wednesday that my car had arrived safely. On the Thursday morning, I called Lebo back to find out what was going on. She said she would call Renault Pinetown and call me back. On Thursday afternoon after not hearing anything I called her back and she said she had not heard anything. I asked her to please follow up and let me know. No call was forthcoming and so I called her back on the Friday. She seemed happy to tell me that she had got hold of Renault Pinetown, and the news she had was that they had not looked at it yet. Needless to say, I was extremely angry. It was now 2 weeks since I had informed Renault that a car which Renault had sold me, under a warranty, which again Renault had sold me, was not being fixed whilst sitting at their branch. I felt that surely under these circumstances I would be entitled to a courtesy car and Lebo said she would get back to me once she had found out. Guess what, she never called. On the Monday I called her again and she told me she was still checking whether there was a courtesy car. It seemed that she just hadn't bothered to call because, still checking sounds like just a call to the branch, but that hadn't been done. Getting more irritated I asked her to please call me on the Tuesday once the arrangements had been made. On Tuesday, the 25th which is a far cry from the 12th when this problem started I called Lebo back. AGAIN, SHE TOLD ME SHE HAD NOT RESOLVED IT AND WOULD CALL ME BACK. Guess what. NO CALL. On the Wednesday I was extremely angry I called her and was hostile with her. She said it wasn't her fault and that I should call Renault Pinetown. She told me to speak to the DP Louis Perera. I called to speak to Louis Perera. He said that he didn't know if my car was even there ……….. *** HE HAD HAD THE CAR FOR A WEEK ……….. and he would check and call me back in 10 mins. This was at about 15:30. At about 17:00, surprise, surprise he hadn’t bothered to call back. I called back and he said that he did have the car and he was waiting to hear about a courtesy car. I was grateful as it seemed that someone was at least sorting out the problem and had arranged a courtesy car. I told Louis that given Thursday was a holiday I was happy to pick up the courtesy car on Friday and he said that that was fine. HE SAID HE WOULD CALL ME??? On the Friday, surprise, surprise, no call. AAAAAARRRRRGGGGGHHHHHH. I eventually called and Louis told me he was still sorting it out. On Saturday morning, I called at about 08:30 and was told Louis was on a call and he would call me back in 10 mins. I told the lady on the phone that I would rather hold as he did not call back. She assured me he would definitely call me in 10 mins. After about 45 mins I decided to go through to Renault Pinetown and arrived to see Louis signing some document on his desk, clearly not on the phone. I told him I had driven up to his branch from Durban North as he does not return calls, and I wanted to know what was happening with my car and courtesy car. He then said that this is not his problem and that he was just a franchise and any promises made by Renault SA were not his problem and if he had to keep a courtesy car for every person whose car broke down he would go not be able to sustain his business (I assume a lot of Renault's break down). I tried to explain the Renault SA had said that it was his problem and that is why I had driven all the way from Durban North. Anyway, while he was angrily reprimanding me and continually telling me that it was not his problem I walked out. </p> <p>So, I suppose my question is where to from here. Whose problem is this? I am a consultant and need a car to work and have had to cancelled appointments over the last 3 weeks and literally lost income. I am borrowing a car where ever I can and must just sit while Renault Pinetown, Gateway and Renault SA continually tell me it is not their problem.</p> <p>Surely this is someone’s problem and under the Consumer Protection Act I must have some rights.</p>