dualmeister
Honorary Master
OK, I've already posted this on Hellopeter, but would like to get your opinions to as I'm stunned 
In April this year I bought a brand new Chev Captiva from Reeds. It ran like a dream until Winter began. I suddenly started to experience cold start issues i.e. when the van stands overnight or for a few hours in cold weather it does not start the first time. I notified Reeds who told me to bring it in. I was hesitant as you always hear horror stories about small issues becoming bigger ones. Oh boy. So I dropped it off early in the morning and got a call about 10AM to say the vehicle required a "software update" and would be ready around 4PM.
When I fetched the vehicle I immediately noticed that the clutch was very loose with almost no resistance. I thought OK let me see what happens first, maybe it would come right. The next morning the van started first time for a change and I though great it's sorted. But, then I could not get it into any gears (manual). After several attempts I got a gear and it was fine to work and back. The following day I had the same issue except it was worse. I told Reeds to arrange to come and fetch the vehicle as I have road side assistance included in the purchase and its under warranty. The van was collected on a truck and taken to Reeds N1 City.
I then got a call to say that the clutch master cylinder was faulty (leaking) and needed to be replaced. At this point the vehicle has only done 6000KM! I inquired about a loan vehicle while it was being repaired. I was told (get this) that it was OK to drive the vehicle in this condition, just as long as I make sure I fill up with brake fluid every second day
(apparently the brake and clutch share same reserve). Over and above this the part required is not available locally and it will take 2 weeks to import.
I was not prepared to drive the vehicle in this condition and left it there borrowing a car from a family member instead. That was on the Monday. By the Thursday I was called and told to come fetch my vehicle. I told them I did not want to fetch it, but they insisted as their workshop manager said it would be fine. So I got a lift in to fetch it early the Friday. As I walked in the service agent told me that he was just about to call me .... they tried to fetch my vehicle, but guess what ... they could not drive it. Suddenly, they put a bit of effort into organizing me a loan vehicle after 4 days. I was given one of their internal cars to get to work. When I got to work I got a call to say they would like their car back before 5PM and that they would arrange a rental car to be collected when I dropped theirs off.
Now ... the service agent then told me that he had personally checked on my part. "It had arrived in PE and just had to clear customs". I could expect it within a week.
One week later and I get a call from Reeds to say that they are 'battling to source the part and it has now been ordered and due 10 Aug". This after it was confirmed as being in PE? In the mean time I had contacted GMSA customer support and they told me that they had received the same info from Reeds and could not understand why the part had not arrived. They were also surprised to hear that Reeds had not offered me a loan car earlier.
Today is 11 Aug and the last straw. I just got another call from Reeds say my part was not sent, they don't know why and there is NO ETA on it !!!
OMW, I can't believe this is happening
Firstly, why would the vehicle suddenly experience a major hardware issue the very day it only got a "software update"?
How can you tell a client to drive a faulty vehicle ...."but just make sure you fill up the brake fluid".
Surely, if the client is waiting 3 weeks already you organize the part urgently via DHL or similar.
So I spent a fortune on a brand new vehicle to ensure that I don't have an un-reliable car only to sit with a broken van for 3 weeks and no ETA on when it will be fixed. I cannot believe I'm being treated like this by Reeds.
I am now trying to contact someone high up at GMSA and insisting that they give me a new vehicle as mine is under warranty. They have shown no signs of making a effort to get my car back to me. If it had been me I would have taken that part out of a demo vehicle even to get mine back to me (maybe that's what happened to mine, a friend is convinced they stole it in the workshop even), but nothing just bs stories about can't get the part.
What would you do next?
In April this year I bought a brand new Chev Captiva from Reeds. It ran like a dream until Winter began. I suddenly started to experience cold start issues i.e. when the van stands overnight or for a few hours in cold weather it does not start the first time. I notified Reeds who told me to bring it in. I was hesitant as you always hear horror stories about small issues becoming bigger ones. Oh boy. So I dropped it off early in the morning and got a call about 10AM to say the vehicle required a "software update" and would be ready around 4PM.
When I fetched the vehicle I immediately noticed that the clutch was very loose with almost no resistance. I thought OK let me see what happens first, maybe it would come right. The next morning the van started first time for a change and I though great it's sorted. But, then I could not get it into any gears (manual). After several attempts I got a gear and it was fine to work and back. The following day I had the same issue except it was worse. I told Reeds to arrange to come and fetch the vehicle as I have road side assistance included in the purchase and its under warranty. The van was collected on a truck and taken to Reeds N1 City.
I then got a call to say that the clutch master cylinder was faulty (leaking) and needed to be replaced. At this point the vehicle has only done 6000KM! I inquired about a loan vehicle while it was being repaired. I was told (get this) that it was OK to drive the vehicle in this condition, just as long as I make sure I fill up with brake fluid every second day
(apparently the brake and clutch share same reserve). Over and above this the part required is not available locally and it will take 2 weeks to import. I was not prepared to drive the vehicle in this condition and left it there borrowing a car from a family member instead. That was on the Monday. By the Thursday I was called and told to come fetch my vehicle. I told them I did not want to fetch it, but they insisted as their workshop manager said it would be fine. So I got a lift in to fetch it early the Friday. As I walked in the service agent told me that he was just about to call me .... they tried to fetch my vehicle, but guess what ... they could not drive it. Suddenly, they put a bit of effort into organizing me a loan vehicle after 4 days. I was given one of their internal cars to get to work. When I got to work I got a call to say they would like their car back before 5PM and that they would arrange a rental car to be collected when I dropped theirs off.
Now ... the service agent then told me that he had personally checked on my part. "It had arrived in PE and just had to clear customs". I could expect it within a week.
One week later and I get a call from Reeds to say that they are 'battling to source the part and it has now been ordered and due 10 Aug". This after it was confirmed as being in PE? In the mean time I had contacted GMSA customer support and they told me that they had received the same info from Reeds and could not understand why the part had not arrived. They were also surprised to hear that Reeds had not offered me a loan car earlier.
Today is 11 Aug and the last straw. I just got another call from Reeds say my part was not sent, they don't know why and there is NO ETA on it !!!
OMW, I can't believe this is happening
Firstly, why would the vehicle suddenly experience a major hardware issue the very day it only got a "software update"?
How can you tell a client to drive a faulty vehicle ...."but just make sure you fill up the brake fluid".
Surely, if the client is waiting 3 weeks already you organize the part urgently via DHL or similar.
So I spent a fortune on a brand new vehicle to ensure that I don't have an un-reliable car only to sit with a broken van for 3 weeks and no ETA on when it will be fixed. I cannot believe I'm being treated like this by Reeds.
I am now trying to contact someone high up at GMSA and insisting that they give me a new vehicle as mine is under warranty. They have shown no signs of making a effort to get my car back to me. If it had been me I would have taken that part out of a demo vehicle even to get mine back to me (maybe that's what happened to mine, a friend is convinced they stole it in the workshop even), but nothing just bs stories about can't get the part.
What would you do next?
