Dear Mabs
On December 12, I took my car for service at one of the leading dealerships. My mileage was over 1000 km before the car was due for service. However, I needed to take it in at the time because I was going on holiday and would be driving it.
At first, they gave me a runaround, trying to persuade me to only bring the car in January. They said they were fully booked especially it being the last week before they shut down for the holiday season.
I insisted and they finally booked it for the 12th. Within 4 hours after I dropped the car, I was called to collect it. They were done. I was surprised and felt it was too quick, but I brushed it aside.
Just before New Year, the ABS warning light came on. I panicked and called a friend who knows a thing about cars. He told me not to worry, but to take it in as soon as I returned to Joburg. The light stayed on and I did my best to ignore it.
When we were driving back from Durban on Sunday, more warning signs came on. I was terrified and didn’t know what to do. I called my friend again, and he said I should drive slowly and stop at service stations along the road so they could check and ensure that the engine did not run out of water. I did that and thank God, nothing drastic happened to the car and we arrived home safely. On Monday morning, I took the car back to the dealership and explained what happened.
They terrorised me and treated me like a bimbo. I was accused of negligence and told that the damage was not covered in my maintenance plan and warranty. They said the bill could be over R20 000. I kept reminding them that the car had been serviced in mid-December and only covered less than 1500 km.
My theory is that they did not do a thorough job and even worse, they may have botched it – hence these warning signs. They are adamant that before they fix it, I should sign first and admit that I will pay. I am leaning towards negligence on their side. I also don’t have that kind of money. We did not agree on anything and my car has not been fixed.
I am really angry and disappointed. I want to name and shame them for what they are doing to me.
Mabs Answer:
I am sorry you are going through so much right now. With the holidays season behind, it is time to face a few realities that often require you to spend money you do not have.
Among those realities is ensuring that your car is in good shape after the festive season especially if you zigzagged the country or beyond.
After long-distance driving going through different road conditions, the car always needs some attention. This ideally should be done before you return to work, lest you will find yourself on the wrong side of the road.
Just like pre-trip preparation on your car and the service you had, the same applies after your trip. It is more like a debrief on the car.
I am not a car technician and therefore cannot diagnose what happened to your car. When the warning signs come on, it is a serious sign and often you are advised not to drive it and have it checked out. While I understand you were desperate and on the road on a Sunday, I feel that you did not get good advice. Anything could have happened to the car while you continued driving it.
While I understand your anger and disappointment and fully sympathise with you, I urge you to set your emotions aside and face this logically.
Remember that your car was driven under different conditions during your holiday and that might have had an impact on it. If you are not happy with your dealership and are not hearing each other, get a second opinion. Take the car to another dealership and explain what happened. However, if you still do not find any joy and you feel that you have reached an impasse, the Motor Industry Ombudsman is your next step. The body is an organisation created to combat disputes involving the motor industry, and to promote consumer rights. It serves as a helpful assistant to consumers.
Motor Industry Ombudsman of South Africa: www.miosa.co.za
Phone: +27 (0) 10 590 8378
Email: [email protected]
Please email your questions for Mabs to [email protected]
