What would you do i f ... ?

C

Corbin

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Hi guys.
I just wanna make sure i'm not over reacting here , but what would you do if you were in my shoes. I bought a car , which i received 2 weeks ago . I also converted the service plan to a maintenance plan at a cost of close to R15K. To date they still have not given me the maintenance agreement dispite a few emails and calls from me. every time its the same ... " will get to it asap "...
Am i making a too big a fuss about a little booklet ? What will happen is if i should claim ( hopefully not soon :twisted: ) they will tell me that i'llhave to pay in cause the "system"says i have a service plan and not a maintenance plan cause some twit " who conveniently wont work for the said dealership anymore " forgot to load the details.
Do I escalate the issue ? What will you do.

Mind you ... there quite a few issues I wasn't happy about but let it slide... but will all come out should i start to moan... and moaning to the dealer principle aint gonna help cause i have an issue with him as well..:D .
 
Easy, start going up the food chain. Email the guy you spoke to, wait a day or two. Then CC in the branch manager, wait a day or two. Then CC in the regional manager, then the national manager. My dad did the same, the very day that he CC'd the regional manager in he got a torrent of apologies and everything was sorted out within a week.

Edit: also keep it civil but stern. Lets them know you are serious about the matter, but are also reasonable.
 
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Yip its a well known dealer ... official WC sponsor :whistle:
I normally leave a day between comms . Last was monday and still niks. But do you guys think i'm over reacting just because of paperwork. Should i accept that i have the car and be happy about it. I've waited a month btw, but that was expected.
At the expense of sounding weak and normally I dont complain much cause well ... " we all human " ...till someone open an umbrella up your @.
 
You paid R15,000 for it... I'd insist... unless you also have R15,000 for me :D

My dad went through a similiar thing recently, where his Jeep started giving problems... took it in and the maintenance policy hadn't been done as agreed on and paid for... was a huge fight to get them to honour it.

I'd phone, ask for a date, after that date, phone the branch manager, and then move up the list.

You could also try www.hellopeter.com if they're on there.
 
xrapidx said:
You paid R15,000 for it... I'd insist... unless you also have R15,000 for me :D

My dad went through a similiar thing recently, where his Jeep started giving problems... took it in and the maintenance policy hadn't been done as agreed on and paid for... was a huge fight to get them to honour it.

I'd phone, ask for a date, after that date, phone the branch manager, and then move up the list.

You could also try www.hellopeter.com if they're on there.
Click to expand...

my fear exactly. I will start getting a lits of numbers up the chain and action it tomorrow if nothing today ...
 
Corbin said:
my fear exactly. I will start getting a lits of numbers up the chain and action it tomorrow if nothing today ...
Click to expand...

Good for you. If you dont complain they wont know something is wrong, and obviously whoever you are dealing with now is useless and needs some sorting out
 
No, he did not pay 15 000 for it.

You're thinking incorrectly.

He made an agreement, included in that agreement was the 15 000.
The agreement is now in effect, as per signed documents, and the opening poster can claim full benefit based on the commencement of the agreement, in much the same way that the opening poster is expected to provide his part of the agreement, be it monthly payments or whatever.

i.e. There's no need to stress, whatever was signed by both parties is in effect.
 
It depends on who the maintenance plan is with though.... i.e. branch or company. What if he moves and wants to service his car elsehwere, and they have no record of the maintenance plan... or the branch he bought from goes under?
 
davemc said:
No, he did not pay 15 000 for it.

You're thinking incorrectly.

He made an agreement, included in that agreement was the 15 000.
The agreement is now in effect, as per signed documents, and the opening poster can claim full benefit based on the commencement of the agreement, in much the same way that the opening poster is expected to provide his part of the agreement, be it monthly payments or whatever.

i.e. There's no need to stress, whatever was signed by both parties is in effect.
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Little lost there ?
The maint plan was quoted with the vehile purchase price and i was given a total which the bank financed and me paying off. i.e. the plan added R15K to my principle debt. Just called the head office and my vehicle is registered with a service plan which means if something should happen now i pay for labour or whatever the service plan dont cover. basically i instructed the bank to finance something for me which has no effect yet.
 
You can look at the ombudsman if worst comes to worst : http://www.miosa.co.za/
You can also look at getting RMI involved, they should be approached before the ombudsman : http://www.rmi.org.za/

If you dont come right, you can always get hold of the newspapers, as the dealers WORST nightmare is getting a bad name in the press...
 
I will try and sort it with the dealer principal , then regional then general then .....
I also succesfully detered a colleague from going to this dealer and go to another and he just signed a new vehicle.I'm sure they wont be too happy about it.
It all sounds very trivial but its just ...... WRONG .
 
Corbin said:
Little lost there ?
The maint plan was quoted with the vehile purchase price and i was given a total which the bank financed and me paying off. i.e. the plan added R15K to my principle debt. Just called the head office and my vehicle is registered with a service plan which means if something should happen now i pay for labour or whatever the service plan dont cover. basically i instructed the bank to finance something for me which has no effect yet.
Click to expand...
Heh?

The bank = you. The bank is acting on your behalf. You instructed yourself to hand over money to another company for something that is not in effect yet?

It does not matter, this is the bottom line:

The agreement between you and the people you have purchased the vehicle from, according to the contracts that were signed by both of you is in effect, if you and the people who sold you the vehicle have signed a service agreement contract, then that contract came to life the moment the conditions marking the starting date of the contract were met, which is usually when money is transferred.

Whether you have a little booklet and a contract number is irrelevant, if you have signed, and they have signed, and you have paid, and there are no other conditions ... the contract is in effect.
 
Corbin said:
I will try and sort it with the dealer principal , then regional then general then .....
I also succesfully detered a colleague from going to this dealer and go to another and he just signed a new vehicle.I'm sure they wont be too happy about it.
It all sounds very trivial but its just ...... WRONG .
Click to expand...

as per Ombudsman website:

1. Do your homework. Before lodging a complaint, make sure that you understand all the elements of the original purchase agreement. This will include the sales agreement; warranty document and service plan if applicable. Make sure that your vehicle's service record is current and that the service schedule has been stamped by the servicing dealer.

2. Your selling or servicing dealer cannot abdicate his or her responsibility. The first step you take if you have a complaint is to contact your service or selling dealer, find out who the right person is to speak to and make an appointment to discuss the complaint with the designated person.

3. Keep emotions in check.Remember, your service or selling dealer is a human being and his / her place of work is his / her space. Approach the matter in a civilised way. Keep records of all discussions, intentions and promises.

4. Be assertive without being rude.If you are not happy with the way the complaint is being dealt with, insist on the service or selling dealer arranging for a manufacturer's representative to review the complaint. (Keep records).

5. Stay the course. If at this point you are still not happy with the way that your complaint is being dealt with, contact the customer care department of your vehicle's manufacturer. (Keep records)

6. Do not let up.In the unlikely event that you are still not happy with the way your complaint is being dealt with, contact the office of the Motor Industry Ombudsman. (MIO). This can be done in the following way:

If you are on line, you can simply complete the complaint form provided fully and e-mail it to the Ombudsman's office.
You can fax a complaint form to the Ombudsman's office by downloading the form, completing it fully and sending it through to the number provided. Click on 'complaint' in the main menu, then 'download form to perform this task.
You can phone the Ombudsman's office and request that a complaint form is faxed or mailed to you.
You can mail your fully completed complaint form to the Ombudsman's office.
Once received, your complaint will be forwarded under a covering letter to the dealer / manufacturer in question for their comment. If required, an MIO technician will be dispatched to carry out an inspection. (Please note that any inspection will be for the complainant's account) Upon receipt of all the relevant documentation, the case will be technically and legally assessed and a recommendation forwarded.
 
davemc said:
Heh?

The bank = you. The bank is acting on your behalf. You instructed yourself to hand over money to another company for something that is not in effect yet?

It does not matter, this is the bottom line:

The agreement between you and the people you have purchased the vehicle from, according to the contracts that were signed by both of you is in effect, if you and the people who sold you the vehicle have signed a service agreement contract, then that contract came to life the moment the conditions marking the starting date of the contract were met, which is usually when money is transferred.

Whether you have a little booklet and a contract number is irrelevant, if you have signed, and they have signed, and you have paid, and there are no other conditions ... the contract is in effect.
Click to expand...

I dont wanna step on your toes here...but what you saying is correct ... In a perfect world yes .
Fact is ... if I should take my car in for repair at another dealer , which i will have to do since said dealer does not do services , the system will state i have a service plan ...and thats that. we fix you pay or get someone to pay for you ...we dont care. and that what i wanna avoid...once again its just wrong
 
All sorted. Walked in to dealer principles office. He k@ked out everyone in the support chain . Sorries flying all arround . 30 mins all sorted
 
Corbin said:
All sorted. Walked in to dealer principles office. He k@ked out everyone in the support chain . Sorries flying all arround . 30 mins all sorted
Click to expand...

Bwahaha, see, just need to go up the food chain. Stuff gets sorted out quick quick :D
 
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