Poor Customer Care - Damage to Car

I took my car in for it's first service on Friday the 23rd of April. 2 staff members walked around the car with clip boards ticking or writing on them, (did not look). I was then dropped off at work. At around 14h00 I was picked up from work and back to the branch to pick up my car.

An hour later i realised that my windscreen was cracked. This was new to me. I then called the branch to ask what exactly do they check (referring to the morning scene i had witnessed). The lady on the other end told me that they check for dents and scratches. I then asked if windows are checked and she said no. I told her over the phone that my windscreen was cracked and that this was a new damage to my awareness. She again insisted that they only check for dents and scratches only.

I drove back to the branch and asked to see the paper work that was done upon my arrival at the branch. The lady handed me a sheet with a car sketch that showed a 360 view of the car with scribbles indicating dents in areas where my car had, i asked again what she had been checking for in the morning, she then became dismissive and agitated mumbling something like "we just go around the car". I then asked to speak to the manager. Ernie came and I asked him the same question, what do they check? Ernie told me that they check for dents and scratches. I asked if windows are checked and he said yes. I told him that the lady had at several times insisted that this is not the case.

I then asked if he could get the person who serviced my car as i would like to ask them the condition they received my car in. Ernie went into the branch then walked out a few minutes later, alone, to tell me that the person who serviced my car says he remembers the cracked windscreen. That's it! no care in the world that a customer is aggrieved! I am appalled to say the least.

At this point I was too upset to engage further. I asked him for his email address and left.

Not one person that I dealt with seemed concerned.