Zero accountability

I've been servicing my Renault Duster at Renault Oudtshoorn since I purchased the vehicle with 20,000 kms on the clock, and have been experiencing problems with the power steering pump (noise) from about 40,000 kms

In November 2017 Renault Oudtshoorn replaced the power steering pump under the vehicle warranty (59,600 kms). The problems were not resolved and Renault Oudtshoorn submitted another claim in July 2018 (75,575 kms) - which was declined.

After a few weeks and eqnuiries, Renault Oudtshoorn called me to advise that the claim was rejected as the power steering pump had been claimed twice before - which I denied. I insisted it had only been claimed once by me, and that they should investigate the matter (as they were the only workshop that ever worked on the vehicle in all the time I owned it). Renault said they cannot assist further,that there is nothing they can do, and that I should take it up with the warranty company.

I then proceeded to submit a complaint to Renault (5 April 2019) - after two weeks the lady came back advising no petrol pump was claimed (note - my claim was about a power steering pump) and that I should take it up with Renault Oudtshoorn (just referring me back to the source of my complaint).

I then advised her that her whole investigation was on the incorrect part, and asked for the matter to be escalated to someone else. Brett Pyle was then assigned to my case. He established that the warranty was in fact NOT declined because it was claimed twice, but because the workshop WRONGFULLY claimed against the vehicle warranty - instead of against the part warranty (it was within one year of being replaced, so I had a claim against the part).

Soooooo: Renault Oudtshoorn's incorrect claim was in fact the reason that the claim was rejected, in spite of them telling me it was rejected because the part had been claimed twice by me, and leaving me to my own devices to resolve the matter (and providing zero support to help me prove the facts)

After identifying the real issue and consultation with Renault Oudtshoorn, Brett advised on the 5th of May that Renault Oudtshoorn was aware of the error, and was now going to try to claim the part against the correct warranty, and they will keep me posted. They then called me to come in so that they can be sure they are claiming the correct part for my model Duster, and undertook to resolve the matter urgently.

Today - two months later - I called them to enquire when the part is going to be replaced. Renault Oudtshoorn advised that they are still trying to claim the part against the warranty (exactly the same feedback as I received two months before from Brett Pyle at Renault South Africa). They also heard the workshop manager say that they (Renault Oudtshoorn) will not pay for the part to be replaced, in spite of the fact that the claim was declined as they submitted the claim against the wrong warranty.

It is now one year since the second claim was submitted, my power steering pump is still giving the same problems, and the matter has still not been resolved. My vehicle is now on 105,000 kms, out of it's initial warranty, and it feels like there is no urgency to resolve this query, as well as zero accountability The worst is that today, when I got frustrated and impatient on the phone, I was told to be patient - that they are attending to the matter and that these things take time.

How long is long enough? Surely this cannot be good enough?