The Most DISGUSTING, DISHONEST and DISGRACEFUL CUSTOMER SERVICE from RENAULT SOUTH AFRICA

To Whom It May Concern (If anyone at Renault SA)

I purchased a Renault Clio IV Dynamique from Renault Paarden Eiland MultiFranchise and took delivery on the 28th December 2017. I then had an unfortunate incident 10 days later on the 7th January 2018, whereby someone threw a brick into my windscreen. I then processed my claim with my Insurance Provider on the 7th January 2018 and the claim was approved. My Insurance Provider then advised that PG Glass Bellville is the preferred service provider to fit the windscreen. My vehicle was then towed to PG Glass Bellville on the 9th January 2018 and this was supposed to take about 4 hours to have the windscreen fitted and I should have received my vehicle back the same day, however due to the windscreen being different in terms of where the rain sensor is situated on the windscreen, PG Glass Bellville then ordered the required windscreen from Renault Tygervalley MultiFranchise. It was a back and forth situation with PG Glass, Renault Tygervalley MultiFranchise and Renault SA, to the point where I had to call Renault SA directly and spoke to Kagiso Mtshali who advised that he could not escalate the matter to a Senior manager without having context. I then humored myself not him by advising him of the situation. It once again became a back and forth situation until eventually it was temporarily resolved on the 12th January 2018. The decision made is that PG Glass Bellville will fit the incorrect windscreen as a temporary solution and that Renault SA will then order the correct windscreen. At this stage I wasn't happy, however I needed my vehicle so I could be mobile. I was also advised that there is a 21 working day waiting period to receive parts. I agreed to these conditions. Renault Tygervalley MultiFranchise and Renault SA were in communication to have this situation resolved. PG Glass Bellville (Carol) was advised and I was included in the communication from Renault Tygervalley MultiFranchise (Dale) that the windscreen will arrive on the 15th February 2018, however Renault Tygervalley MultiFranchise (Dale) advised us to give an additional 2 days for it to be dispatched. Based on this feedback I was happy to wait, however by the 19th February 2018 PG Glass Bellville (Carol) did not receive any communication and followed up with Renault Tygervalley MultiFranchise (Dale), who then advised us that they have still not received feedback from Renault SA on an ETA. Renault Tygervalley MultiFranchise (Dale) then sent PG Glass Bellville (Carol) and I the screenshots of the service request logged, still with no response. On the 21st February 2018 PG Glass Bellville (Carol) followed up again and still no response. I then decided to contact Kagiso Mthali on the 26th February 2018 to find out what the issue is and why there is a hold up again. Kagiso Mthali then advised that he will follow-up and provide me with feedback. I received feedback later in the day on the 26th February 2018 from Kagiso Mthali advising the following:

Good Day Mrs Theron, We have checked with the parts department. The Shipment was airfreighted to South Africa from France 2 or more weeks ago. However there have been subsequent delays in getting the freight through customs. We have escalated this with the freight company and our management team to assist further. I will provide feedback soonest. We once again apologise for the delays and inconvenience experienced during this time.

WIP 34427 Container : 777637 Kind Regards Kagiso Mtshali Customer Care Consultant

Now considering that I was advised by this Customer Care Consultant on the 12th January 2018 that it takes 21 working days for Renault SA to obtain the parts and that they are still within SLA, my frustration now is that it is 32 working days since the incorrect windscreen was agreed to be fitted. In total it is 35 working days since my vehicle was originally sent to my provider to have my windscreen replaced.

My vehicle is 2 months old and at this stage the after sales customer service and customer experience has been horrific from Renault SA. Renault SA has displayed no understanding or level of empathy and at this stage I feel that Renault SA has made no attempt to redeem themselves. This is the start of a number of media communications I will be sending to the public to ensure that no one else makes the mistake I made, to purchase a vehicle from such an *********** brand. Renault SA does not care about their customer, once the sale has been completed they don't give a **** about customer service. Renault SA has a parts distribution centre in Jhb that is useless. I don't even want to begin to imagine if I have any further issues with my vehicle what the process will be and how they will let me down again as a customer.

Renault SA you are a disgrace when it comes to customer service and you are dishonest when selling your customers your vehicles.

I bet this message will fall on blind eyes, as they will just ignore all communication like they have before, however I am going to take this to every media outlet in order for Renault SA to be shamed about their disgusting and laughable customer service.