Bad Customer Service and New Car Purchase Deal

Attention: Principal Dealer

I cannot express my extreme disappointment in the service and customer feedback from your dealership.

The biggest mistake I ever made, was to purchase a Nissan Bakkie from you guys. From day 1 it was a rocky road. The bakkie is a tremendous disappointment. Although Heinrich tried is utmost best to rectify the situation, which I can add he managed to solve problems, but it still leaves a tremendous sourness in my mouth. I can vow, that this was by FAR THE WORST mistake I ever made. I am paying terrible school fees at the moment for this mistake. Northwest Nissan is probably the most embarrassing dealership in Gauteng.

So originally the bakkie was displayed in the Cradle stone Mall. I took the business card from the bakkie – Jean Venter. I contacted him early Monday and told him that I want the same bakkie that was displayed. Some days went by and we received finance approval. I requested that I really DO NOT WANT WHITE. After lengthy discussion I was told that unfortunately there is ONLY WHITE. I have seen plenty of amazing NP200 colour bakkie. So, it leaves a question mark. Once again, I want to remind you that it was clear, that I need the same bakkie as displayed in Cradle stone Mall.

I also added a canopy, but somehow, somewhere this was also a waste of money as I can proof to you the amount of dirt, dust and debris coming into the bakkie. So, I cannot use the bakkie that it was originally purchase for – Family bakkie for me and my two daughters.

Only to be notified by Jean that it has no power steering, no electric window, no radio! So, to my surprise the bakkie was NOT as requested. I had to add everything. I can add that they had the radio fitted at their expense, which I have changed in the meantime as speakers stopped working after 2 months. Heinrich was amazing to explain to me the situation which I appreciated.

The worst case was that I fitted wheels at extra cost, where they NEVER supp**** me with a tool to remove the wheel. On the night in June, I had to call MiWay to come and assist me after an attempted hi jacking moment on the N12. They had to come and change the wheel for me as I had NO TOOLS to change it myself. Only on my FIRST service it supp**** to me.

On the first service I showed them that the light of ABS is still showing and not be reset or fixed. That was never done.

I went out of the country for 3 months due to work. Returning, I did notify them that the light is still not reset, the petrol manual lever is not working and they never stamped my Service booklet. Which is think is normal, but what really made me ********** angry was the Service Agent on the phone. She is rude, arrogant and completely lack of customer ethics service. I don’t care who she is, what service certificate she has or the years’ service, she LACK extreme client telephone manners.

Secondly, they never even attempted to wash the bakkie after they have done fault diagnostic on the vehicle. Thirdly they worked on the wheel, do not take any pride in their work and just left my wheel cap tinkling all the way. It is so much effort just to fit a wheel cap. It is such a small thing, but I think you can see my point in all this.

I stay on Letamo Game Farm – so I have to travel 28km every time. Yesterday, was a complete waste. They did absolutely nothing on the vehicle as they do not have the parts and the spares. So, whenever they are ready, I have to once again drive all the way and waste so much petrol.