Item: SMART UMA
Rating: 1
Author: Adrian B

SMART UMA's replyOfficial

16 May 2018, 09:33

Dear Sir,

SMART UMA acknowledges receipt of your complaint received at our offices and duly noted your comments.

It is with great concern we received your e-mail outlining the problem you had with our service - I regret that we provided you with such.

Please be advised that SMART UMA is aware of your situation and is treating the matter with utmost urgency. We understand that you have had less than satisfactory service from Dube Autobody – the said repairer Dube Auto has accepted full responsibility for the poor workmanship and have given their commitment to corrective action.

It is pertinent to remind you that in order for us to assess the workmanship, we would like the opportunity to examine the extent of their error and possible corrective action.

Please note that the head of procurement will contact you further to discuss the merits of the matter.

Thank you for co-operation and patience herein.

Kind Regards,

Risk Management Complaints Division
Tel No: ***
Email:***

Best regards,

SMART UMA's reply16 May 2018, 09:33

Official

Dear Sir,

SMART UMA acknowledges receipt of your complaint received at our offices and duly noted your comments.

It is with great concern we received your e-mail outlining the problem you had with our service - I regret that we provided you with such.

Please be advised that SMART UMA is aware of your situation and is treating the matter with utmost urgency. We understand that you have had less than satisfactory service from Dube Autobody – the said repairer Dube Auto has accepted full responsibility for the poor workmanship and have given their commitment to corrective action.

It is pertinent to remind you that in order for us to assess the workmanship, we would like the opportunity to examine the extent of their error and possible corrective action.

Please note that the head of procurement will contact you further to discuss the merits of the matter.

Thank you for co-operation and patience herein.

Kind Regards,

Risk Management Complaints Division
Tel No: ***
Email:***

Best regards,

AB

Adrian B's updateReviewer Update

16 May 2018, 09:56

Assess? I have got 2 other quotes and your own assessors came to look , who agreed with me , and as for them accepting full responsibility, is willing to pay R15000-00 out of a R63000-00 quote taking responsibility? R15 k just pays for the one panel they broke .

AB

Adrian B's update16 May 2018, 09:56

Reviewer Update

Assess? I have got 2 other quotes and your own assessors came to look , who agreed with me , and as for them accepting full responsibility, is willing to pay R15000-00 out of a R63000-00 quote taking responsibility? R15 k just pays for the one panel they broke .

SMART UMA's replyOfficial

16 May 2018, 13:40

Dear Sir,

Please note that the merits of the matter has been further escalated to senior management for review.

As soon as this has been provided for we will inform you in writing of our final position concerning your complaint as soon as possible.

Thank you for co-operation and patience herein.

Kind Regards,

Risk Management Complaints Division
Tel No: ***
Email:***

Best regards,

SMART UMA's reply16 May 2018, 13:40

Official

Dear Sir,

Please note that the merits of the matter has been further escalated to senior management for review.

As soon as this has been provided for we will inform you in writing of our final position concerning your complaint as soon as possible.

Thank you for co-operation and patience herein.

Kind Regards,

Risk Management Complaints Division
Tel No: ***
Email:***

Best regards,

SMART UMA's replyOfficial

21 May 2018, 08:12

Dear Sir,

This is with respect to the complaint earlier received.

I am writing to let you know of progress on your complaint. We need to clarify information and feedback from Auto Magic. As soon as this has been provided for we will inform you in writing of our final position concerning your complaint as soon as possible.

Thank you for co-operation and patience herein.

Kind Regards,

Risk Management Complaints Division

Tel No: ***

Email:***

Best regards,

SMART UMA's reply21 May 2018, 08:12

Official

Dear Sir,

This is with respect to the complaint earlier received.

I am writing to let you know of progress on your complaint. We need to clarify information and feedback from Auto Magic. As soon as this has been provided for we will inform you in writing of our final position concerning your complaint as soon as possible.

Thank you for co-operation and patience herein.

Kind Regards,

Risk Management Complaints Division

Tel No: ***

Email:***

Best regards,

SMART UMA's replyOfficial

21 May 2018, 08:12

Dear Sir,

This is with respect to the complaint earlier received.

I am writing to let you know of progress on your complaint. We need to clarify information and feedback from Auto Magic. As soon as this has been provided for we will inform you in writing of our final position concerning your complaint as soon as possible.

Thank you for co-operation and patience herein.

Kind Regards,

Risk Management Complaints Division

Tel No: ***

Email:***

Best regards,

SMART UMA's reply21 May 2018, 08:12

Official

Dear Sir,

This is with respect to the complaint earlier received.

I am writing to let you know of progress on your complaint. We need to clarify information and feedback from Auto Magic. As soon as this has been provided for we will inform you in writing of our final position concerning your complaint as soon as possible.

Thank you for co-operation and patience herein.

Kind Regards,

Risk Management Complaints Division

Tel No: ***

Email:***

Best regards,

SMART UMA's replyOfficial

23 May 2018, 14:16

Dear Sir,

After multiple discussions and negotiations held with Auto Magic and Dube Autobody – we would like to propose the following in order to quickly and efficiently resolve this matter for you:

1. Return vehicle to Dube Autobody for rectification and they will guarantee the workmanship;

2. Take the vehicle to Elegant Square Panelbeaters (VW approved) for rectification;

3. R15 000 cash in lieu payment.

Please note that numerous calls have been made to advise the before mentioned however have gone unanswered.

It would be really helpful if you could be so kind to let me have your feedback to close this matter and your feedback will be of great assistance.

Thank you for your cooperation and patience herein.

Kind Regards,

Risk Management Complaints Division

Tel No: ***

Facsimile: ***

Email:***

Best regards,

SMART UMA's reply23 May 2018, 14:16

Official

Dear Sir,

After multiple discussions and negotiations held with Auto Magic and Dube Autobody – we would like to propose the following in order to quickly and efficiently resolve this matter for you:

1. Return vehicle to Dube Autobody for rectification and they will guarantee the workmanship;

2. Take the vehicle to Elegant Square Panelbeaters (VW approved) for rectification;

3. R15 000 cash in lieu payment.

Please note that numerous calls have been made to advise the before mentioned however have gone unanswered.

It would be really helpful if you could be so kind to let me have your feedback to close this matter and your feedback will be of great assistance.

Thank you for your cooperation and patience herein.

Kind Regards,

Risk Management Complaints Division

Tel No: ***

Facsimile: ***

Email:***

Best regards,

AB

Adrian B's updateReviewer Update

23 May 2018, 14:37

Vehicle has gone in twice , gone from a 2cm scratch to a R630000+ quote to repair damage they did and they want to pay R15000-00 or repair themselves , and pull you take it back after them making a mistake not once but twice? Is this not your responsibility as vehicle was sent to th m by you and my agreement was with you?

AB

Adrian B's update23 May 2018, 14:37

Reviewer Update

Vehicle has gone in twice , gone from a 2cm scratch to a R630000+ quote to repair damage they did and they want to pay R15000-00 or repair themselves , and pull you take it back after them making a mistake not once but twice? Is this not your responsibility as vehicle was sent to th m by you and my agreement was with you?

AB

Adrian B's updateReviewer Update

23 May 2018, 14:37

Vehicle has gone in twice , gone from a 2cm scratch to a R630000+ quote to repair damage they did and they want to pay R15000-00 or repair themselves , and pull you take it back after them making a mistake not once but twice? Is this not your responsibility as vehicle was sent to th m by you and my agreement was with you?

AB

Adrian B's update23 May 2018, 14:37

Reviewer Update

Vehicle has gone in twice , gone from a 2cm scratch to a R630000+ quote to repair damage they did and they want to pay R15000-00 or repair themselves , and pull you take it back after them making a mistake not once but twice? Is this not your responsibility as vehicle was sent to th m by you and my agreement was with you?

AB

Adrian B's updateReviewer Update

23 May 2018, 15:24

Ask auto magic who they sent it too to get repaired th second time , think you might find out it’s the proposed other one , who are Vw certified , but don’t think Vw will be too happy with their work

AB

Adrian B's update23 May 2018, 15:24

Reviewer Update

Ask auto magic who they sent it too to get repaired th second time , think you might find out it’s the proposed other one , who are Vw certified , but don’t think Vw will be too happy with their work

SMART UMA's replyOfficial

23 May 2018, 15:42

Dear Sir,

In this instance we would like to award Dube’s Autobody the opportunity to accept their liability in rectifying the matter. It has been advised that the cost of the repair from their side – excluding labour – equates to R15 000. In addition they will supply the parts that they have in stock to rectify the matter?

Furthermore we would require a letter on an official letterhead from your dealership confirming that your warranty is null and void due to the poor workmanship.

Please note that we are still waiting on further feedback from Auto Magic who is currently communicating the matter further with you.

Kind Regards,

Risk Management Complaints Division

Tel No: ***

Email:***

Best regards,

SMART UMA's reply23 May 2018, 15:42

Official

Dear Sir,

In this instance we would like to award Dube’s Autobody the opportunity to accept their liability in rectifying the matter. It has been advised that the cost of the repair from their side – excluding labour – equates to R15 000. In addition they will supply the parts that they have in stock to rectify the matter?

Furthermore we would require a letter on an official letterhead from your dealership confirming that your warranty is null and void due to the poor workmanship.

Please note that we are still waiting on further feedback from Auto Magic who is currently communicating the matter further with you.

Kind Regards,

Risk Management Complaints Division

Tel No: ***

Email:***

Best regards,

SMART UMA's replyOfficial

23 May 2018, 15:42

Dear Sir,

In this instance we would like to award Dube’s Autobody the opportunity to accept their liability in rectifying the matter. It has been advised that the cost of the repair from their side – excluding labour – equates to R15 000. In addition they will supply the parts that they have in stock to rectify the matter?

Furthermore we would require a letter on an official letterhead from your dealership confirming that your warranty is null and void due to the poor workmanship.

Please note that we are still waiting on further feedback from Auto Magic who is currently communicating the matter further with you.

Kind Regards,

Risk Management Complaints Division

Tel No: ***

Email:***

Best regards,

SMART UMA's reply23 May 2018, 15:42

Official

Dear Sir,

In this instance we would like to award Dube’s Autobody the opportunity to accept their liability in rectifying the matter. It has been advised that the cost of the repair from their side – excluding labour – equates to R15 000. In addition they will supply the parts that they have in stock to rectify the matter?

Furthermore we would require a letter on an official letterhead from your dealership confirming that your warranty is null and void due to the poor workmanship.

Please note that we are still waiting on further feedback from Auto Magic who is currently communicating the matter further with you.

Kind Regards,

Risk Management Complaints Division

Tel No: ***

Email:***

Best regards,

AB

Adrian B's updateReviewer Update

23 May 2018, 18:16

So you saying I must pay for the labour? As for Auto Magic , Dear Mr. Botha, I acknowledge receipt of your email and take note of its content. We understand your frustration and of course are aware of the brand damage poor service and discontented clients can have on a company' business and we take this aspect of our business very seriously. Dube Autobody, which represents Auto Magic in East London went through a very difficult period during which long term experienced production staff left the business to emigrate etc. and the new recruits 'let the side down' tremendously. In your case you exercised your right to not return obtain an alternate repair quotation. The value of that quotation was some R63,000.00. You will understand that it was simply not possible to authorize a R63,000.00 rectification on an initial repair value of some R2998.00 even if additional damage was caused by Dube Autobody. My last advice is that the damaged part was already in stock and would be provided FOC in addition to the R15,000.00 contribution to respray costs, which we consider to be a reasonable offer under the circumstances. We apologize for the inconvenience you have experienced. Kind regards, Sammy vd walt Customer care Auto Magic Holdings (Pty) Ltd 10 Lakeview Crescent, Kleinfontein Lake Office Park, Benoni Tel: ********** | http://www.automagic.co.za/ They just apologized for my experience so no I am not in communication with them , thanks for ruining my vehicle

AB

Adrian B's update23 May 2018, 18:16

Reviewer Update

So you saying I must pay for the labour? As for Auto Magic , Dear Mr. Botha, I acknowledge receipt of your email and take note of its content. We understand your frustration and of course are aware of the brand damage poor service and discontented clients can have on a company' business and we take this aspect of our business very seriously. Dube Autobody, which represents Auto Magic in East London went through a very difficult period during which long term experienced production staff left the business to emigrate etc. and the new recruits 'let the side down' tremendously. In your case you exercised your right to not return obtain an alternate repair quotation. The value of that quotation was some R63,000.00. You will understand that it was simply not possible to authorize a R63,000.00 rectification on an initial repair value of some R2998.00 even if additional damage was caused by Dube Autobody. My last advice is that the damaged part was already in stock and would be provided FOC in addition to the R15,000.00 contribution to respray costs, which we consider to be a reasonable offer under the circumstances. We apologize for the inconvenience you have experienced. Kind regards, Sammy vd walt Customer care Auto Magic Holdings (Pty) Ltd 10 Lakeview Crescent, Kleinfontein Lake Office Park, Benoni Tel: ********** | http://www.automagic.co.za/ They just apologized for my experience so no I am not in communication with them , thanks for ruining my vehicle

AB

Adrian B's updateReviewer Update

23 May 2018, 18:20

What you and auto magic proposes doesn’t cover the costs to repair my vehicle , so you saying the client (that’s myself) must just foot the shortfalls of the damage that has been done and that’s fine and how things work ?

AB

Adrian B's update23 May 2018, 18:20

Reviewer Update

What you and auto magic proposes doesn’t cover the costs to repair my vehicle , so you saying the client (that’s myself) must just foot the shortfalls of the damage that has been done and that’s fine and how things work ?

Disgrace