Shocking service from Renault South Africa (Renault South Mobeni)

It is from great frustration that I write this. Renault has the worst customer service I have encountered ever in my many years of life. My Renault Duster was towed to Renault south Durban Mobeni on Monday the 19th June because of engine breakdown. I received no communications from them at all and had to phone myself to find out what was going on. I was told that they would have to put in a warranty claim but would need to "diagnose" the fault. It took them three days to determine a faulty injector and only then app**** for a warranty claim. My vehicle although 4.5 years old has only thirty odd kilometers mileage so there is no wear and tear. I was told on the 22nd June that the warranty claim had been rejected because the fuel filter had not been changed on the last service (4th year service) which was done by a MIF approved but non Renault agent. The Fuel filter had been changed on the second service by Renault and the breakdown and warranty claim kilometers was far less than the 30000km max distance between the first and forth service. Renault have used this to repudiate the warranty and charge me R15790 to change one injector which in itself is highway *******. The price that would have been paid for the warranty claim by liquid capital would have been R11000 which is still outrageous. Why is the Renault customer being penalized extra money? I have posed a series of questions in point form to Renault South, a person by the name of Carmen in the service department. I have requested the repudiation of the claim in writing as well as the exact work and components involved in the nearly 16000 rands worth of repair. I posed the question that if the injector fault was faulty, why only one if this issue was fuel filter related. Despite the fact that I have sent the email many times, Carmen has never rep****. Today the 27th June I phoned her out of exasperation and asked her why she was not answering my emails. I had also requested that my mail be forwarded to the dealer principal. She told me that "oh I haven't read my emails for a few days, that's why". I have copied my email to Renault Head Office customer support as well as a whole lot of other Renault related email addresses. I was copied in a male that was sent from Brett Pyle asking the dealership to respond. Carmen after telling me that the warranty claim had been rejected last week asked me to mail her telling them go proceed with the work and I would pay. I need my car urgently and badly. It was my intention to pay and fight the battle afterwards with Renault and the company that did the service referred to. I sent her a whatsapp message as well as an email with regards to this. She rep**** via whatsapp telling me that she was ordering the part(s) there and then and they would arrive on Tuesday (today). When I phoned today to find out when my car would be ready today she told me that the parts had not arrived. I told her that she had told me that the parts would be here today and she denied this and told me the parts could take longer to arrive. I am now in the position that I am clueless as to when I will get my much needed car back. I am a pensioner and rely on my car. At no time have I ever been offered a courtesy car or any form of assistance by Renault. About year ago my windscreen wiper motor failed and had to be replaced under warranty. I had to drive around for almost a month with a vehicle that was not roadworthy due to the replacement wiper motor having to come from overseas.

Beware of buying a vehicle from Renault South Africa. There is good reason why they have such an abysmally low customer trust score on hellopeter. I will NEVER recommend that anyone purchase a Renault in future as I used to do in the past. Their customer service is abysmal. They have zero communication skills and are severely lacking in integrity. As a retired project Manager these are all of these missing skills are regarded as essential for success.

With regards to purchasing a Renault, THINK, DONT DO IT. I sincerely hope that I am saving some people the whole lot of misery that I am being put through by Renault!.