1 reviews | Active since Mar 2021
Warranty not supported by Manufacturer
I purchased a Willard 652 battery from a Willard dealer in Randburg, in March 2017. It was fitted to my car. The battery then failed and we handed it in to their dealer in Somerset West. They tested it and acknowledged via the Willard rep that served them, that it should be replaced under warranty. The warranty is for 2 years. The dealer advised us that the Willard Rep would have to bring a new battery and that they would advise us of when this happened. In the meantime the vehicle was put in storage, as we did not need to use the vehicle.
We received no notifications from the dealer or Willard that a replacement had arrived. We also periodically went by there to find if our new battery had arrived. This never happened and our old Willard battery remained stored behind their counter. We were then away travelling out of country for a long time, and then lockdown happened. Needing to get this resolved, on visiting the dealer again, I found that the company had changed hands, and no-one knew of any battery that was a warranty claim. However I had all the details of whom at the dealer had signed for the battery, so the new owners tried hard to find out more, which was difficult in view of that the signee no longer worked there. I then took this up directly with Willard customer service, who informed me in no unclear fashion that they would not honour their warranty as it was now beyond the 2 year period. I patiently pointed out the details of that I had purchased from their dealer and dealt always only with their dealers, who acted in good faith and that everything had happened well within the warranty period. I showed them all the purchase and other documentation. Willard resolutely refused to help in any way.
The battery costs around R2000 to replace. I have since bought a new battery as I had no other option.
I would recommend that Willard and their distributor Auto X is avoided like the plague. Please don't buy anything from these people. As it turns out the dealer has stopped their agency with Willard as they said the trade service was non existent - clearly I fell victim to this also.
If anyone wants more details on the matter, including the names of whom I dealt with at Auto X/Willard you are welcome to contact me directly on: info at aerosafari dot com
Dave V
I have the full sequence of correspondence to show clearly that they are dodging the matter by saying they should have received the faulty battery back within the warranty period - however they avoid the fact that their own dealer had the battery and did not return it; and that as a retail customer I was obliged to deal with this via their appointed dealers.
Essentially this means the matter is between their dealer and their reps, leaving their customers stranded.
I am taking this further with the AA and consumer council, plus other media, until we have satisfaction.
I have the full sequence of correspondence to show clearly that they are dodging the matter by saying they should have received the faulty battery back within the warranty period - however they avoid the fact that their own dealer had the battery and did not return it; and that as a retail customer I was obliged to deal with this via their appointed dealers.
Essentially this means the matter is between their dealer and their reps, leaving their customers stranded.
I am taking this further with the AA and consumer council, plus other media, until we have satisfaction.