NG
Neil G
Active since Sep 2016
6
Reviews
0
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Reviews
6 reviews1 month ago
Unsatisfactory Repair or Rogue Service Consultant
In April 2023 I collected my new Mini Cooper SE on BMW Select Finance from Mini Northcliff. A condition of this contract is Insurance through a BMW Certified and Insurer and Auto repairer (take note) In November 2023 a vehicle reversed into oncoming traffic and collided with me damaging my front headlight and bonnet to which I was referred to (LMG) BMW ARC in Montana. The repair took an extended period of time, but this is not my complaint I collected the vehicle in June 2024 where the display noted "vertical headlight control failure". I raised this with the dealership and was informed that due to a new control module being installed, BMW Service will reset the settings to make it work correctly My vehicle went in for its first service since the repair in January 2025 and upon collection I had a very unpleasant experience with one of the service consultants. Some key points of our discussion where as follows: 1. She was voiding the warranty due to a substandard repair 2. I objected stating the same dealership, LMG BMW ARC certified had conducted the repair, and this could be resolved before she suspends the warranty 3. I requested clarity to the exact items that were substandard to which we walked and a photographed the items 4. I requested she reconsider this drastic move. but was ignored In summary the items were limited to five photographs which included touch up paint to new bolts or replaced parts and the aforementioned headlight. At this point time my very unpleasant experience began which can be summarized as follows: 1. I had to take the vehicle from LMG BMW to LMG BMW ARC (This is not ironic but a fact) to get the five photos repaired by the same dealership 2. LMG BMW ARC then took the vehicle back to LMG BMW and confirmed all the issues were resolved 3. Warranty was still not reinstated as promised 4. I then got executives involved being Aldo (ARC Executive) and Stuart (Dealer Executive) who stated they will resolve 5. In February 2025 I received correspondence from Stuart confirming that the Warranty will be resolved soon making me consider this matter closed. Unfortunately, in hindsight this was only a message sent in light of the prospect of me buying a new mini which became evident when I could not book the vehicle in for its Service in December 2025 due to a voided/suspended warranty. I then started the whole process all over again of engaging with both LMG BMW and LMG BMW ARC to which the essence of the issue came to light: 1. According to LMG BMW ARC the headlight was replaced new but is not responding to the controller. Thus, they paid for a new headlight from BMW which does not work and BMW must resolve the defect 2. According to LMG BMW they can't initiate the Warranty Claim on the defective headlight because the warranty has been suspended (take note, that they suspended the warranty in the first place) In the end while LMG BMW plays internal politics, the customer suffers. When placed in simple facts this is how poor this situation is: 1. BMW Finance requires you to be insured and repaired by a BMW Certified Insurer, which I have done 2. The repair done by the BMW "Approved Repairer" is unsatisfactory according to the same BMW which owns the repairer, then, they suspend the warranty on their own work 3. The client who paid for the vehicle, paid for BMW Approved Insurance and paid the BMW Repairer now has a vehicle without a warranty and is expected to resolve this problem themself without any ownership from the BMW that caused the problem My vehicle is now due to be returned on its Select Finance package but in its current state I will pay penalties on the amount due to the Suspended Warranty. NB* Note the headlight in question costs around R80 000 Please BMW. It's not fair the customer suffers due to your internal politics. I have done everything required of me however am suffering the consequences of your inefficiencies.
0 replies
50 months ago
We Buy Cars Customer Care agents blatantly refuse to talk, engage or provide feedback to customer
On 04 February 2022 I collected a "Gold Sticker Car" from WBC Germiston with a Mechanical Warranty. By 21 February 2022 my pregnant wife was stuck on the R512 between Lanseria and Hartebee****rt with a completely worn out clutch on a car 17 days old. Long story short we were provided with a R53 000 bill to render the car useable with only R8 000 assistance from the warranty. However, this is not my complaint. Only from the beginning of March did the real frustrations start with Customer Care Agent Kimberly Mngomezulu. After raising a complaint I confirm the trail of events: 03 March 2022: Received a mail from Kimberly confirming she had tried to contact me. 07 March 2022: I drafted her a mail confirming our complaint with the vehicle. 09 March 2022: Received a phone call from Kimberly where we agreed that the deal would be cancelled 09 March 2022: Vehicle was returned to We Buy Cars Then blatant refusal to reply to mails, return or take phone calls from both Kimberly and her immediate line manager Wynand. Note the following trail of events: 09 March 2022: Email from myself to Kimberly confirming deal cancellation and requesting documentation (No reply) 21 March 2022: Follow up mail from myself requesting confirmation, feedback and documentation (No reply) 24 March 2022: Phone call to Kimberly asking for feedback. Was promised I would receive feedback that day (Note not received) 28 March 2022: Follow up phone call to Kimberly and Wynand (Line Manager who refused to take my call). Was promised all was resolved, deal cancelled and my deposit would be refunded in the next few days. I asked Kimberly to reply on my mail in writing which she agreed 29 March 2022: Mail received from Kimberly confirming all cancellations in place, no paperwork required now, all refunds will be done by 01 April 2022 01 April 2022: I am debited the repayment for the vehicle. Contacted the bank and they confirmed no cancellation in place 06 April 2022: Phone call to Kimberly asking what was going on and when this will be rectified. Promised to send me a mail on close out dates (Note not received) 07 April 2022: Follow up mail from myself requesting feedback and documentation (No reply) 11 April 2022: Phone call to Kimberly asking to speak to Domenic (Customer Care Manager) who was not available. Kimberly promised to forward my complaint to him and copy me in (Note not received) 22 April 2022: Follow up mail from myself requesting feedback and documentation (No reply) 22 April 2022: Phone call to We Buy Cars where I finally got hold of Domenic who promised to sort out the cancellation immediately 24 April 2022: Refunded my deposit from We Buy Cars but not my Repayment from 01 April 2022 Unfortunately since this I have now been debited another vehicle repayment on 01 May 2022. So I ask We Buy Cars the following questions: 1. Is 10 Weeks too long a timeline to resolve this? 2. Should customer care agents regularly update clients on complaints? 3. Should line managers take customers calls when they escalate? 4. Should my vehicle repayments have been refunded by now? 5. Should We Buy Cars be following up with the Bank to ensure I am no longer debited? If the answer to any of the questions is YES I request you do the right thing and sort this out.
0 replies
81 months ago
Out of Character
Discovery Insure I have normally had great service from you so please explain what is going in here. 1. Made changes to my policy on 03 September 2019. 2. Called on 20 September 2019 to enquire about my refund and it became evident that the changes were in place but hadn't been loaded. Call Centre was friendly and told me not to worry and that changes were in effect and I would get my refund. 3. 01 October 2019 debit order for previously insured amount Thus to summarize Discovery. You owe me the following: 1. R3000+ for September 2. R4000 for October This is theft. You are stealing my money through debit orders and it now my responsibility to chase you for a refund. Totally unacceptable. Please ensure a refund in my account immediately. If you carry on like this your reputation of being a good service provider will change very quickly. Policy Number: 4001626077
1 reply
104 months ago
Longevity of a business
Sooooo..... An open letter to Samsung South Africa This afternoon I have had two heated conversations with both Kagiso and Sebastien in the Customer Care Call Centre with regards to a Gear Fit 2 purchased late October 2016 for my Fiance. The summary is quick as follows: 1) The strap on the watch is flimsy and doesn't clip well (Not durable or reliable enough in my opinion for a fitness based watch). 2) On 16 August 2017 (watch is only 8-9 months old)the strap broke next to the face of the watch while walking briskly. This resulted in the watch falling on the floor and cracking the screen. (Please note this is irrelevant to Point 1) 3) The watch was taken to Samsung Constantia Kloof following which we received a quote on 03 October 2017 for the watch to be repaired for R2800 (To put this in perspective a new Gear Fit 2 is selling for R1999 at Makro) 4) This was immediately taken up with Samsung Customer Care by both myself and my Fiance on numerous occasions for the following reasons: a. Surely the watch has a reasonable Latent Defects Period b. How can the strap of a Fitness Watch not even last 9 Months c. If the damage to the LCD is a result of a latent defect then this should form part of the claim 5) We contacted Samsung numerous times thereafter with out ever getting a concrete response on the way forward. (I note in this period I was told the watch was lost, they would escalate to a manager, they were inquiring about a discount). UNTIL TODAY After much heated debate the conclusion aroused by Samsung is that the watch has visible damage and thus, the warranty is void. (Please read up, i know it is damaged. The strap broke and thus the watch fell on the floor. This is my exact complaint) Furthermore, it is my fault for not reporting problems to Samsung that the strap was not clipping in firmly all the time. Thus, if I had done this my case would have been considered. (Again I need to note how does the strap not clipping in firmly relate to the strap breaking away from the face of the watch?) Thus, flabbergasted by the shortsighted view points of your Customer Care Department I would like someone from Senior Management to understand this simple calculation. I proposed to your department that if they gave us a R600 voucher for the strap that failed (The least we are owed as that was the primary latent defect) we could purchase a new Gear Fit 2 at R1999 - R600 = R1399 and potentially walk away aggrieved with the situation but appreciative of the effort. Instead your department has clearly stated no compensation/compromise will be reached. Thus, I note the following Samsung products purchased by me personally since 2014: (Please note these are RRP not what i paid. I do not have slips with me now) June 2014 - Samsung S3 Mini R1 999.00 August 2014 - Samsung S5 Mini R5 870.00 August 2014 - Samsung Combi Fridge/Freezer with Dispenser R5 999.00 December 2014 - 2 x Blu Ray 3D Home Theatre Systems @ R2 999. 00 April 2015 - Samsung J1 R1 599.00 December 2015 - Samsung 49" Smart TV R7 999.00 August 2016 - Samsung S6 - R8 499.00 September 2016 - Samsung A5 - R 4 999.00 October 2016 - Samsung Gear Fit 2 - R3 299.00 July 2017 - Samsung S7 - R8 999.00 The above equates to a Grand Total of R52 261.00 spent on Samsung Products in the last 3 Years. If this trend continues at the exact rate I will spend R522 610.00 (Half a Million Rand) on Samsung Products in the next 30 Years. However, it is more likely to increase as i develop a family, expand my assets and product prices inflate. Thus, i would estimate this amount to be between R1 Million and R1.5 million on Samsung Products in the next 30 Years in today's money. This is money invested into your company that has and will be used for R&D, Salaries, Profit and Marketing. Thus, I conclude. I am a Samsung Fan who has always believed in your product. Who bought an S7 Despite "Bomb Jokes". However, I have presented a problem to you as I feel aggrieved by the performance of this watch. I categorically state it has not been abused. Coming from a Customer who has NEVER replaced a screen on a Samsung Phone (Please check this). I request one last time this case is reviewed BY SENIOR MANAGEMENT for the longevity of this relationship and to restore my faith in your product. Failing which I will have no choice but to walk past Samsung products for the foreseeable future. Please don't test my resolve on this matter. Neil Gardiner (Loyal Customer) Model Number: SM-R3600Z Serial Number: R5AH704JQWD Job Number: ********** 473
1 reply
118 months ago
Customer Service Mall of Africa
<p>At the beginning of September I renewed my Contract for a Samsung A3 and Gear Fit 2 to be given to my Mrs. Please note my contract signed stated Gear Fit 2 Grey Size Small. Nowhere on the contract or advert does it stipulate only available in Large. So please note trail of events:</p> <p>1) On day of signing the contract i could not leave with the items as it was not in Stock. I was told this would take 5 days. </p> <p>2) 7 working days later I returned to the store and they only had a blue one in Stock. I addressed my concerns with the manager. We agreed I could return on Monday. </p> <p>3) On Tuesday I got a call saying they only have a large grey one would I be willing to take it. I confirmed I would test it on her wrist and let them know.</p> <p>4) On Wednesday I contacted the store explaining it did not fit to be told the following by Gugu the store manager:</p> <p>"I was told they only had large and I agreed to take the watch" </p> <p>After some harsh words we agreed she would sort it out.</p> <p>5) Later that day Pilani called me to tell me that I must check the box as it comes with two straps. I ate my words and went home to check only to find I had been sold another story.</p> <p>6) I returned to the store the next day and expressed my frustration with a senior manager and Gugu. It was agreed that Vodacom would sort it out by the next Wednesday.</p> <p>7) The following Wednesday I returned to the store with the watch without receiving any calls from Vodacom in the interim. Upon meeting Gugu I asked for the watch a was told it's not their because I didn't bring the watch in. She apparently needs the watch to do the strap. I left the watch after I was told I'd have the correct size by tomorrow (Thursday) </p> <p>8) On Thursday I received a call from Pilani stating now that they can't get Grey but only Pink in small. Now frustrated I agreed to budge on my order just to get the watch. I requested it be their Monday and he said Tuesday. </p> <p>9) I arrive at the Store today Wednesday without anyone contacting me to be met by a completely unbothered Gugu who says sorry it's not here. I have spoken to another manager but this is going nowhere.</p> <p>10) Further to this I was also billed as per my old contract on the First?????</p> <p>The level of customer service here is non existent. Since when dies the customer need to constantly follow up on receiving what he is paying for as per the legal contract signed. </p> <p>Please note a breach of contract has far reaching consequences which I may need to seek if this is not sorted out today. Please ensure someone contacts me. </p> <p>Neil</p>
2 replies
119 months ago
Accounts, Faulty Alarms, Overcharging and False Sales Information
<p>Dear ADT.</p> <p>My name is Neil Gardiner and I am subscribed to your service. I currently have the following problems which I have logged calls at the call centre to which you fail to return my call ever.</p> <p>According to you my account is in arrears even though it's on a debit order.</p> <p>According to me I note the following:</p> <p>1) The conditions of my contract differ to the information provided by your salesperson.</p> <p>2) My alarm did not function at all until January this year and to date still does not function as per the information provided by yourselves.</p> <p>3) You have threatened to suspend my service via SMS without the courtesy of a phone call but every time I contact a manager in your call centre you fail to return my call as promised.</p> <p>4) You have overcharged me for excessive call outs on a faulty alarm system.</p> <p>5) I drove back from Britz yesterday as the alarm was repeatedly going off only to find you patrol car was visiting my neighbour and telling the control room all was safe</p> <p>Thus, I request someone senior contact me in the course of the day today. You can use my full name above to find my contact details in your system. Failure to do so will result in me putting the full story of your customer service provided to date on every media format I can find. </p> <p>Look forward to your urgent response. </p> <p>Neil Gardiner</p>
1 reply
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