Disapointed with the outcome on a complaint lodged with Isuzu

I would like to bring to your attention with regret and disappointment my experience with the Service agents, Johnston’s Isuzu Kokstad, and Key Delta Mobeni who did the last two services to my Isuzu extended cab, Bakkie. (120,000 km and 135,000 km Service.)

With regards to Key Delta Mobeni I collected my vehicle and on my way home, I noticed that the steering was shaking so I pulled over at Speedy Tyre and Exhaust in Amanzimtoti and to have them check the front wheel balancing, only to find out from them that the front left wheel nuts were loose. “That was problem no one.”

Problem number two: Because of the extreme dusty conditions of the roads I drive almost every day, 95% on dirt roads and especially over the last few months. I am self-employed and work in construction in the rural areas. Because of the terrible dust, I thought it would be a good idea to ask them to change my air filter at 15000 km interval instead of the normal 30000 Km, which would have been for the next service unfortunately or should I say “very fortunately,” in my hast that morning I grabbed the wrong air filter from my garage, which Key delta did bring to my attention on collection of the vehicle.

From Speedy tyre and exhaust, I drove home and proceeded to put the correct air filter in. When I removed the lid of the air filter, I noticed to my horror that the one round selector bracket clip was broken and the air filter was standing open at that end. I proceeded to lifted the lid and noticed that the air filter was still clean but the top of the lid was full of dust…… air takes the least path of resistance, obviously all this dirt was bypassing the filter and going straight through the turbo into the engine.

I am totally lost for words, how could the Service agents not report this very serious damaged Air filter box, which has huge financial implications? To make matters worse, I do not know how long I have been driving like this??

I reported the matter to Isuzu customer complaints and after investigation, with Key Delta Mobeni I have been told that they can’t give me any concession or financial assistance with regards to repairing any damage that may be caused to the turbo or engine going forward. Amazing, as this was caused through their gross negligence?? They did however replace the air filter box at their cost. Isuzu Kokstad might have broken the box when they changed the filter and did not report it, we will never know, but Key Delta Mobeni did not report it either.

“We as customers in faith, pay good money for services from the agents but will have to bear the cost for any repairs due to their incompetence or negligence. I am just glad my wheel did not come off, because I would probably have been told it was my fault for not checking my wheel nuts after the service and the cost to repair is my problem.”