APPALLING CUSTOMER SERVICE FROM RENAULT RUSTENBURG

On 15/02/2020 I took my wife’s car in at Renault Rustenburg as the car did not want to start. After they had ran the diagnostics, the computer box was found to be the problem. I was quoted just over R12 000.00 for a new component. In order to have the part procured, I needed to pay deposit which I had paid on the day I had received the quote. The part was ordered from overseas and it had arrived two days before lockdown commenced. However, I only found out about the part after they had reopened in Level 4. During this time, we have not been offered any courtesy vehicle. Whilst waiting for the ordered part, I inquired to Mbulelo Ngobese who is a customer service liaison at Renault SA about a goodwill clause and a courtesy vehicle. It took him more than two months to give me a straight answer on the goodwill clause. He never even bothered to reply me on the courtesy vehicle till to date. My wife had set up numerous appointments with the people at Renault Rustenburg and even during those conversations with both the workshop manager Nelius Botha and dealership principal Des Van Zyl, no one could tell her what was the problem with the car. In her last meeting with Des Van Zyl and Nelius Botha, she was told that there were other problems that were not identified in the first diagnosis which begs the question of competency. I have communicated my grievances to Renault SA to Mbulelo Ngobese but he had chosen to ignore my grievances. In the past week, I had elevated the matter to Brett Pyle and Lebo More who are seniors to Mbulelo at Renault SA but all I get is a deafening silence. The car has been with Renault Rustenburg for nearly 5 months and no one is communicating with us on the status of the vehicle. I am highly appalled and grossly disgusted in the manner my grievances were handled, from the dealership right through to Head Office. I am bitterly disappointed. My wife has constantly lend cars from other people to conduct her daily critical activities, yet her car is gathering dust at Renault Rustenburg for almost 5 months.