Customer Service at RDG

"Service" received from the Boksburg branch, please see below the details of the abo****e worst service I have received in a very long time.

On the 15th February my car was dropped off at RDG. This was according to the technician a job that should have taken 3 days to replace a seal. I was out of the country and my brother was responsible for dropping the car off and collecting it when it was complete. On my return on the 25th February there had been no communication whatsoever or any update. I then tried to call the branch, but the phone lines were down. I then had to personally go visit the branch, and during the drive to the branch my brother received an SMS from Zelda, stating: "Good day. We have no phone service. We are busy removing the gearbox. They are struggling a bit but will advise." At this time I was already at the branch and Zelda had taken me to the yard to view the car. I could see that the wheels were off and a few other parts. Zelda also assured me that they had a technician that was arriving to assist with the removal of the gearbox. She had also assured me that she would update me that afternoon with the status. No status update was received.

On the 28th February I had contacted the branch and left 4 messages for Zelda to contact me back, 8am, 9am, 3pm and 4:45pm. At 5:00pm Zelda called me back, and gave me the following update: Gearbox has been removed and she is just waiting for an update from the yard so she can order the spare parts and then she will give me a new quote.

1st March, I had decided to visit the branch again, where I had met with Zelda. Zelda updated me that they have sent one part off for engineering on the 26th, and that she was going to order the seal kit from landrover the same day. Given this I had asked for a time frame, and she assured me, to be safe wednesday it will be ready. At around 12pm I received a call from Zelda, with bad news. She had told me that the job cards between my car and another had been mixed up, and that they have not even started to remove my gearbox. And that in order to get the gearbox out they need to remove the entire engine and radiator. So I had informed her that they are to please put it back together so I can collect my car. She had told me that she was pulling the staff from other jobs to get it back together, and the car will be ready by late friday afternoon early saturday morning. After the call with Zelda, I then managed to contact Riaan Van Wyk, who would call the branch. Salome called me shortly after this to apologize.

Today, the 2nd March at 8:30am I decided to visit the branch. The car had not been touched, nothing has been put back together. I met with Salome at the branch, and we took a visit to the yard. And when she had questioned the staff what is going on, they responded that they had been pulled off to attend to a mercedes. Salome has now assured me that the car will be ready in 2 hours, not repaired. 2 hours later, the car is not ready and I am not waiting for it. Salome has told me that the car will be delivered to me early monday morning. At 2pm today, I received a call to say the car is ready.

I cannot begin to express my frustration and complete disgust in the "service" that I have received from RDG.

I hope that you take some time to read this, investigate the issues faced at the branch and find a resolution.