Rex Diff & Gearbox - Bad customer service

<p> Today is exactly 10 days that my vehicle has been with Rex Diff & Gearbox centre. When the tow truck delivered my vehicle I asked them to please look at the clutch and gearbox as it was unable to go into any gear and only able to go into gear when the vehicle is turned off. </p> <p> On Day 1, No feedback so I decided to phone them that afternoon to find out what was going on. I was told that the vehicle is on the lift and they are still busy investigating and will let me know. I informed them that the payment must be claimed through my mechanical breakdown service and all information was faxed through to them that same day</p> <p> On day 2, still no feedback so I phoned them again just to find out that they are busy sending the report through to my insurance company and waiting for the approval for the clutch claim. I was very upset about this as they didn’t inform me of anything, if I didn’t constantly phone them and insist on feedback by 11 every day there will still be no response. I requested that they forward me the details of the claim just for me to be up to speed with the progress.</p> <p> On day 3, Still no update but I received an SMS from my insurance to confirm the claim was paid out. They ordered the clutch kit and I was told that they are busy fitting and we should have our vehicle shortly. Another day passed (day 4) and yet again I received no feedback unless I phoned them to ask what was going on.</p> <p> </p> <p>On day 5 I phoned just to be told that the release bearing is the problem with an email from them stating the following: "We are still busy checking the clutch. We have sent the release bearing to our supplier again. I am going to update you again as soon as I have spoken to the supplier. As per earlier telephone discussion between yourself and Jeff, the ETA of the parts is between 2-4 days. Jeff sent our driver out to have a look at where he can find the parts as we want to get the vehicle back to you as soon as possible.</p> <p> </p> <p>Seeing that its been 5 days, I asked them to please help me with vehicle as I have to walk and don't always have someone that can help with a lift to work and back. After they denied the car I decided to make use of the car rental on my policy but this was only available for 2 days.</p> <p> </p> <p>On Monday morning I decided to phone them again to set my mind at ease, but unfortunately it was just another day for them and a new story to sing to my ears. I was now told that the clutch kit supp**** from their supplier is wrong and they need to send it back and get another one from another supplier. I insisted that the manager phone me that same day as I felt that the mistake was with them and that its just fair for me to request a vehicle for the inconvenience. Anemica mentioned that she will try again for a vehicle but we had no luck as the manager was in a meeting the whole day.</p> <p> </p> <p>I emailed him and asked if he could please phone me as soon as he is done. Only the next day at about 10:00 am I received a call from him not to apologize or to offer a vehicle, but just to let me know they cant give me a vehicle and that he doesn't have time to entertain my conversation. This upset me in such a away that I dropped the phone in his ear.</p> <p> </p> <p>My argument is that if the mistake was with your company you should at least have the decency to phone and give feedback and not to mention a better attitude to your customer to apologize for all the inconvenience caused. I have been in contact with their Head Office just to get the same slack of customer service. I was promised again that I will have the vehicle back today, if not they will only then give me a vehicle to use.</p> <p> </p> <p>The time is now 08:50 and still no call to give any feedback. The time is now 12:22 and I still haven't heard anything from them...and I am still walking.</p> <p> </p> <p><br />It is SHOCKING TO think that RMI registered companies operated like this. </p>