Shoking Service - Failed Willard Battery <12 months

Att: The CEO Auto-X

I am sorry to trouble you with this escalation, but I am certain you are not too busy to take a moment to review a matter of what I can only call a gross dislike for your customers by your service staff.

I called your offices on *** and was put through my paces by one of your service agents for approximately 12 minutes - the summary in the mail below.

My wife is stranded due to a faulty Willard Battery - she has been shunted from pillar to post by the two Midas branches she visited - the first Midas in Fourways tested the battery as faulty, but sent her back to the Midas she purchased it from for a warranty swap out. That store has no stock and can’t tell us when they will have.

Naturally, I expected the manufacturers to stand by their product - only to be degraded and treated like a ********. Again o have to tell your staff member that my wife in JHB is stranded because of a faulty Willard battery and I am in CPT trying to sort this out. Instead I am lectured about process, my attitude and I basically deserve to be in the predicament I am in.

I asked to be put through to the manager and was told she is busy and placed on hold until I hung-up.

I need your intervention please - this now goes beyond your faulty battery, I would like to received a written apology from the agent involved - not the company, but the individual.

More importantly, I need your assistance in resolving the faulty battery - I have no proof of purchase, as the purchase took place some time ago. The battery you will however see is a genuine Willard Battery - more than that I cannot provide.

I appeal to you for your assistance, as would like to have the warranty honoured.

Regards,

Gerald

On 18 Feb 2020, at 15:50, Gerald@grannyb <***> wrote:

Att: the Managing Director

Have just had the most shocking experience with your company!

Your agent proceeds to argue with me that I need a proof of purchase to prove that I did not purchase the battery on a street corner!

I explain that after 9 months I don’t have it and that your dealer has indicated they have no stock!

The battery is your battery complete with manufacture date - it is faulty and my wife is stranded

She tells me the dealer must send through an order, I explain that I cannot do the dealers job - apparently it is my attitude that has caused my battery to fail and I must respect her!

She placed me on hold when I asked for the manager until I hung up.

What is even more scary is the explained that you have hundreds of faulty battery claims - which leads me to believe that the product and the service is quite poor!