Terrible service and poor product

To: Willard South Africa and Supa Quick Selby I am writing to formally address a concerning and unresolved issue regarding the purchase and replacement of a Willard battery from Supa Quick Selby, as well as the subpar service I have received in the process. My experience with both your products and service has been nothing short of disappointing, and I feel that my consumer rights are being ignored.

Details of the Incident: Purchase Date: 24 April 2024

Initial Battery Failure: 17 January 2025

Replacement Battery Provided: 17 January 2025 (marked with the same purchase date, 24 April 2024)

I am now facing a situation where the replacement battery provided to me is already failing, and upon further inspection by VW, it was determined that the issue is with the battery, not the car itself. Upon closer inspection, I discovered that the replacement battery has the same date (24 April 2024) as the original purchase date, raising serious concerns about the authenticity of the replacement I was given. This leads me to question whether this was a reconditioned battery, a return from another customer, or simply an unsold battery recycled as a replacement.

Warranty and Consumer Protection Concerns: As per the Consumer Protection Act (CPA) of South Africa, specifically Section 55 and 56, I am entitled to a replacement, repair, or refund for any product that does not meet the required standards of quality and performance. Given that the replacement battery failed within less than 3 months, it is clear that the battery provided was not fit for purpose and is not in line with the standards promised by your warranty. Additionally, I have faced significant inconvenience and financial cost due to this faulty product.

The issue: The initial battery failure was only 8 months after purchase, and the replacement failed within 3 months, clearly violating the expectations of a reliable product under warranty.

The question: Why was I not provided with a new battery, and why was I not issued an official invoice for the replacement on 17 January 2025 despite my multiple requests? This refusal to issue an invoice raises further questions about the business practices at Supa Quick Selby.

Service Concerns: Moreover, I am deeply disappointed by the poor customer service I have received throughout this process. Every interaction with Supa Quick Selby has been marked by rudeness, a lack of professionalism, and indifference towards resolving my issue. The lack of support and the dismissive attitude displayed has only compounded my frustration and disappointment with both Supa Quick and Willard.

Questions for Willard South Africa and Supa Quick Selby: Ethics and Transparency: Why was I not provided with a new, properly functioning battery? Is it standard practice for your business to issue faulty or previously returned products as replacements?

Warranty Compliance: Does the replacement battery given to me meet the conditions outlined in the warranty, considering the short duration it functioned correctly?

Invoice Refusal: Why was I not provided with an official invoice for the replacement on 17 January 2025? Does this refusal indicate an awareness that I was not issued a new battery as claimed?

Customer Treatment: How do you justify the disrespectful and unhelpful treatment I received as a paying customer who trusted your business for both a reliable product and quality service?

Requested Action: Given the above, I demand the following:

Immediate issuance of a new battery that complies with the warranty terms and is guaranteed to meet the standards of quality and reliability.

Full reimbur*****t for any costs incurred in sending my car for assessments and unnecessary repairs due to the faulty product you provided.

Official clarification regarding your business practices, warranty policy, and the substandard service provided.

Compensation for the inconvenience caused by having to repeatedly visit your store and the emotional and financial toll of dealing with this situation.

I expect a prompt response within 7 days, after which I will be forced to take further action, including filing a formal complaint with the National Consumer Commission (NCC), seeking legal recourse, and publicising this experience to warn other consumers about your business practices.

I trust this matter will be addressed promptly and professionally.

Ubuntu Cynthia Phetla ***