Renault

Good Day

I trust you are both well, I sincerely hope after weeks of utter atrocious service that I will get some answers from Renault

Please see details of my complaint below:

I purchased a brand new Renault Stepway Plus from Renault Tableview on the 24th of October 2019.

On the 28th of December 2019 2 months after purchasing a brand new vehicle from Renault smoke started bellowing from the bonnet along the R44.

Myself, my 62 year old mother and 13 year old niece niece after calling Renault Assis6was told that once the tow truck arrived that we needed to find our own way back home which was over 40km from where the car broke down. With no one to call to collect us we had to call a uber which took a while to arrive because of the geographical area the car broke down... Needless to say we were 2 women and a girl alongside a dangerous road with very little traffic having to arrange to get home somehow without any assistance from Renault.

My car was towed to the tow truck company's lot because it was a Saturday and Renault was closed for the weekend. The car was towed to the nearest branch (Renault Stikland) on Monday 30.12.2019.

I awaited a call from Renault Stikland to confirm receipt of my car and to inquire what the issue I experienced was. By noon on Monday 30.12 2019 I called Renault Stikland. I got told someone would call me to discuss the car and the issue experienced that lead to the car being towed. I did not receive a call back. I called again asking to speak to someone that could give me some clarity as to what the issue with my car was... I got told that "as a result of the public holiday that my car would only be looked at on the Thursday (2.01.2020)

I found this unacceptable and then contacted Renault Tableview where I purchased the car to assist to get some answers and speed up the process of gett6to the bottom of what the issue with the car was... I also inquired about getting a courtesy car to which I got told both branches (Tableview & Stikland) had none available for me...

Over the next couple of days I used thousands in uber to get to and from work and hundreds on airtime trying to get hold of someone who could give me some kind of answer.

On 30.12.2019 Stikland got back to me after an email from Tableview and asked for authorization to have the cars gearbox removed to investigate to which authorization was granted.

I tried calling Stikland on 31.12.2019 to see if they could give me any information on the issue with the car. I got told on my 3rd call to Stikland (2 went unanswered) that the person on my case was on lunch this was at 12:45 when I asked when she would be back from lunch no definitive answer was given... when I asked about the closing time of the dealership I got told 13:00 which effectively left me with 15 mins to get an answer before they would close and would only be back after the public holiday. I called again at 12:55 and got told the agent working on my case was back but was going down a list of clients she needed to call back and that I would be called back ASAP. When I asked about the 13:00 closing time I hot told she was working until 17:00 I then called back at 14:00 after not getting a call back and all lines called went unanswered after numerous attempts...

I called again on 2 January 2020 after the public holiday no answers... called again... got told the clutch was burnt but they didn't know why and sent it off for the cause to be established...

I called multiple times on the 3rd of January with no answer... I asked for someone to call me even if they had no answer just to say "Miss Wilson we haven't yet established the issue give our team a further 12/24 hrs to get back to you"

So I can have some sort of timeline instead of wasting airtime continously being transferred with no answers...

To which I got told " we cant do that for every client"

4 & 5 January fell over a weekend with no staff in the workshop so I had to wait until Monday 6 January 2020.

Called Stikland regarding an update on the car and courtesy car (no answer to both) called Tableview to see if they can assist- I got called back by Tableview to say that Stikland noted that they did give "Wilson" a courtesy car...

They did just another Wilson that was also booked in for a repair...

Tableview was going to call me back and never did even after I requested feedback...

I called Stikland again for feedback when again I got told the clutch burnt but that details couldn't be given because they lost my paperwork but that they would call me back once it was located...

They later called me to sight driver behaviour as the reason why the clutch burnt...

I have owned 2 cars prior to purchasing a Renault- I drove a secondhand Ford for just under 2 years and a Kia for just over 2 years with no clutch issues...

So effectively even though I have had no clutch problems previously... the clutch burnt out on a brand new Renault which I drove for 2 months with less than 5000km (the car had km's on the odometer at the time of purchase)

It was sighted that "the driver drives with her foot on the clutch" which I do not do I am the cars only driver so that cannot be the reason the clutch burnt out!

When I requested the report the incorrect report was sent to me (the other Wilson) with a 2018 Stepway with 15000kms with the exact same issue as my car... her personal details including contact details and ID number was embedded in the email a clear violation of the client's right to the unlawful disclosure of personal information to unauthorized persons...

I then got forwarded the report for my car and my report and the other Wilson's report is exactly the same... same issue... sme same cause sighted...

In the forwarded emails I was sent I was made privy to an email sent by the sales agent at Tableview that I purchased the car from that "The client is driving me crazy"

I wouldn't drive anyone crazy if I wasn't sold a defective product that has led to an inconvenience with massive financial implications with absolutely no/ poor customer service or answers/ solutions offered to my problem.

The clutch must have been damaged/ defective at the time of purchase or is simply an inferior component because I don't drive with my foot on the clutch and the clutch cannot burn out with smoke bellowing from the bonnet after driving the car for just over 5000kms.

When I called Tableview they said they would look into resolving the issue so I wouldn't have to pay for the repair which was sighted at just over R12000 because my claim from Liquid Capital was rejected with " unusual wear & tear" being sighted as the reason.

The next day I again called Tableview for feedback and got told the best they could do is offer me a discount...

I asked what the "discount" was for with no response!

Effectively I am dissatisfied with the following:
- being left stranded on a dangerous road as a women with no way home
- the atrocious "service" received from Stikland & Tableview and that a fault that is clearly a manufacturing fault is being sighted as my fault when I have communicated that the reason sighted as the reason for the issue is not something that I do...

After hundreds in airtime having to call numerous times being transferred from one branch to another, from one department to another, from one person to another not to mention the car installment I've paid with and have had no use of the car and not even given a courtesy car to assist and then having to spend thousands on uber just to be able to get to work and back...

How will Renault South Africa be resolving the above?

It's now been over 3 weeks since trying to resolve the above with:
- Renault Tableview
- Renault Stikland
- Renault South Africa

Regards Miss Wilson
[protected]
Renault Stepway Plus
CAA91765
VF15SRAAC63066230