Tekweni R

Customer Service,Vehicle Service and After service - PATHETIC!!!!!

We have been receiving terrible customer service and after service from majority of staff and managers at FAW after making our first brand new FAW purchase. We have a 8 ton truck that is in the FAW workshop for almost one and a half months with no feedback.updates or results. Below email highlights what has been relayed to several people at FAW including Management and Head office with no response yet we are still paying monthly installments on a vehicle that is not in use. Email entails: I trust this email finds you well, Firstly, I would like to start by an introduction. We are recycling company called Tekweni Recycling which is a part of a project of Mpact Recycling Pty Ltd. Due to the nature of our business we own a fleet of 35 trucks of all different makes and after recently deciding to renew our fleet we required an 8 ton truck.With this is mind, we opted for purchasing this vehicle through FAW due to the maintenance and service plan that is offered. We acquired our brand new FAW 15.180FL - 8ton truck on the 30 May 2019 and used it as required. After approximately one and a half months from acquired date the truck was due for 15 000km service and we arranged for its first service on the 8 July 2019. The very next day we were contacted and informed that there was an issue with the booster and that the part needed to be ordered. A few days later the truck was cleared and released. On the 25th July less than two weeks later our driver informed us that he was experiencing difficulties with the brakes and could not utilize the vehicle, with our safety precautions in mind, we immediately contacted FAW Wesmead branch requesting assistance. We had FAW agents come out to our site to inspect the vehicle and they concluded that there was complete break failure and due to this the vehicles brakes were not roadworthy, therefore it needed to be towed to their depot. The vehicle was towed from our site to FAW Westmead depot on the 26 July 2019. A week passed by uneventfully as there was no communication on the progress of the vehicle or any updates on the procedure that takes place in these situations. Entering into the second week with no communication from FAW, I took it upon myself to reach out and enquire on the progress of our vehicle as this vehicle being off the road results in a loss of income to the company. After successfully reaching a consultant at FAW Westmead, I was informed that the drums are scored on the vehicle and that the brake linings were damaged. As you can imagine, this comes as a complete surprise to us, as we had just completed a service on the vehicle and were not informed of any current problems or notified about any indications of possible future problems with the vehicle as a whole, which evidently would have been present during the completion of a service resulting in us beginning to question many things, for example, was the service that had been completed in fact carried out effectively and if this was a case of “wear and tear” how is it possible that this was undetected during the service? Additionally, how is it that there was absolutely no problem with “wear and tear” for the first 15 000km of use of the vehicle, but seemingly after the service at approximately 20 000km (5 000km span) we are now being told it is a result of wear and tear? How fast can linings be worn out and does this then require we service our brakes every one and a half months? As you can imagine, this is mind boggling to us. Additionally, after finally receiving a breakdown of the problem, we were informed that they are sending paperwork through for warranty. A few days after we were further informed that the motion for it to be covered by warranty has been declined and that we are liable to pay close to R20 000 for the repairs. As you may know, we are a well-established and growing company, money is not our main concern, the problem we have above all other mentions is safety, as we in turn are liable to ensure the safety our employees. Should I have to emphasize the safety risk, it seems compelling that we note that brake failure is a huge fault and should the driver had not been in control it would have resulted in a very different narrative. Additionally, had this occurred before the service would FAW then feel it necessary to still find fault with the driver? If it had led to unfavourable circumstances such as injury/death what position would FAW take? I certainly doubt they would admit that there was a possible error with the vehicles brakes/service or even consider that they in fact are possibly at fault. My main concern with FAW is, as a renowned trucking company, I simply cannot fathom how a customer is offered a full service and maintenance plan and a proper service is not completed on the vehicle yet our vehicle is cleared and released after service. What then becomes the point of these services if the customer is to be labelled as the negligent party and is held responsible for the damages and then required to fork up additional payments after paying for a maintenance and service plan? The incident report received from the workshop manager states the damage is an indication of abnormal excessive heat and is usually the result of: • Harsh continued braking. • Driving with the brake pedal activated, example foot on the brake. • Improper brake usage. The narrative that I am getting is that everything is simply being written off as negligence of behalf of the customer or in this case our driver, which I beg to differ. My reasoning for this is simple, this driver has been with us from the very beginning and just a year ago, we purchased 5 FUSO trucks from NMI, the very same driver received one of these vehicles without any issues. The exact same situation occurred recently in December when we purchased 5 ISUZU trucks from ISUZU NEW GERMANY, the very same driver got one of these trucks without any issues. This again makes me question FAW, why then does it become very easy for FAW to concur that this is all the result of the driver but somehow nothing to do with the vehicle or service completed. As stated, I beg to differ as I have proved he is an extremely competent and experienced driver. In conclusion, I feel it’s only right that we take this matter further, as I feel every trucking company who is interested in purchasing a FAW truck should be aware of the After service that they will be receiving as there will definitely be poor communication and customer service which is an understatement. Kindly note that my Director requires that this matter be escalated as our vehicle has been sitting with FAW as of the 26 July to this date and we are still required to cover our monthly premium without having the vehicle for majority of this period. We await your prompt response.