The worst nightmare and the best sunshine.

We wanted to buy a second-hand car for our family under 100K in good condition. On the website, we found a Ford Fiesta within our budget and in okay condition at the Dome branch. We booked an appointment for Monday afternoon. Two persons, a sales staff and a sales manager, were allocated for this. We had a telephone conversation with the salesperson before our visit. On confirmation, we drove from Pretoria to Randburg to see the car. After reaching there, we found the car had gone for repairs. Why was it still on the system? Why did they give us the appointment to see it?

We looked at the other vehicles within our budget, but most of them were accident cars with damages. We chose one for a test drive and then found another better one above our budget but in better condition than others. We opted for the better one for a test drive. We wanted to see the middle manager or the above manager for negotiations but were blatantly refused. We concluded the deal because the car had passed a Gold Dekra certificate and we were desperate for a good car. We paid the advance that day. We only requested it to be delivered to our home as I am not allowed to drive for medical reasons and the family drives an automatic car. They made an exception and delivered to our home the next day evening, which we are grateful for.

However, the car with a Gold Dekra certificate arrived with a flat battery; it was quite shocking and disappointing. The delivery driver jump-started it, but it didn't last even after 10 minutes of idling. Later, with our neighbour's help, we jump-started it, filled petrol, took it for a drive on the road and left it idle for roughly an hour. The next morning, the car won't start. We messaged the salesperson informing the situation hoping they to assist us. The salesperson informed us they would get back after the meeting. We were not given the manager's number or any feedback from the salesman.

My wife after dropping me off at work, went to the Silverlakes branch, near us. She tried to get hold of the sales manager there. They gave us the number for the manager at the Dome branch, as we were their client. The manager from Dome refused to assist with the battery problem. My wife was nearly shattered to tears, explained the Dekra department at the Silverlakes branch the whole story. They were very considerate and supportive. Eventually, she got an opportunity to see the General Manager at the Silvelakes branch, Mr Glen Andre. He was very kind and assuring. Even though we weren't his direct client, he sent a battery expert and driver to our place. Got the battery changed; the old battery was only 5 volts, beyond usable limits. The driver helped my wife to drive the car to the Dekra testing centre. The test revealed that the headlights needed replacing. He drove my family back to the branch. The manager himself asked the technician to replace the faulty lights. He also arranged to drop my family back home.

This was the most empathetic customer care service given by the Silverlakes branch even when we were not their direct client. Thank you, Mr Andre and team, for your kind support; we really appreciate it.