Formal written complaint against gwm centurion Gwm centurion – select auto group Cnr. of hendrik verwoerd and old johannesburg drive. centurion • pretoria Stan jones Dealer principle [protected]@centurionselect.co.za [protected] [protected] stephen watts general after sales manager [protected]@centurionselect.co.za [protected] [protected] mark da silva sales manager [protected]@centurionselect.co.za [protected] [protected] Vehicle # 1: financed through gwm finance a division of wesbank, fax: [protected] Account number: [protected] Bw 74 wg gp – gwm steed 5, 2, 5 tci (responsible driver: peter van wyk, [protected]) The four vehicles were purchased from gwm centurion and took delivery thereof during may/ june 2012. Within two days after taking delivery, I started to experience problems. the turbo was making a noise and the right front shock collapsed. I was advised by the dealer that the problem will be address with the first service. With the first service at 10 000 km, I was advised by the then workshop manager that it was not the shock but the exhaust that was loose. The next day, I contacted the workshop manager complaining about the same “shock” problem and turbo that was still making a noise. I was again advised that with the next service of 20 000km the problem will be addressed. Before the next serviced interval the turbo boost pipe burst. I contacted the dealership and was told to bring in the vehicle – I explained that the vehicle is not drivable but did not get any assistance from them. I contacted our companies’ insurance company, which is outsurance whom collected and loaded the vehicle onto a rollback from olifantsfontein. The boost pipe was replaced the same day. With the service, I again complained about the turbo that’s making a noise and the shock. the turbo was tested and replaced. shock problem was, however, not addressed. At approximately 23 000km yet another turbo boost pipe burst. I contacted the dealer and was told to drive the vehicle to the dealership. at the workshop, I was told that they have no stock and the workshop manager then decided to remove one from another vehicle of the floor. With the 30 000km service, I complaint again about the turbo that was making a singing noise and also the shock that was still not attended to. yet again my complaint was ignored. At approx 35 000km the engine made a loud noise followed by huge amounts of black smoke exited by the exhausted and experienced immediate loss of power. so much smoke came from the exhaust that I was pulled over by ekurhuleni metro police on the r21. yet again, I contacted the workshop manager but he was not available. I was advised by the front desk assistant to drive the vehicle like that to the dealership. when I arrived at the dealership a gentlemen by the name of stephen inspected the vehicle, revving the motor and said: “it’s the turbo.” I told him that there is a knocking sound in the engine and insisted to have a mechanic have a closer look. the vehicle stayed at the workshop and the dealer supplied a loan vehicle for the period. Various follow-ups were conducted and after two weeks, I was contacted by the workshop manager, marius informing me that the pin between the push rod and the number 3 piston came loose and damaged the sleeve. Through a claim process the engine was replaced. at that time, I was already almost two months without my bakkie. I need a bakkie as our core business is construction and material and laborers’ needs to be transported. After receiving the bakkie back, I experience loss of power and contacted the dealer. I was then only informed that with the replacement of the engine, the turbo boost power had been adjusted (reduced) in order to protect the new engine. after reminding them about the shock problem, the shock mounting was replaced. I also queried about the future service intervals and was told to service the vehicle on 40 000km and thereafter every 10 000km. surely this is incorrect, as the service intervals should follow with 10 000km intervals from the kilometers the new engine was replaced but was assured to keep it to the original service agreement to coincide with the warranty agreement. At approx 41 000km yet another boost pipe burst. vehicle back and it was replaced. I then questioned the burst pipe as due to the power that was already adjusted (reduced), why does this problem continue. I was informed that it was a poor quality boost pipe that was replaced before and they then replaced it with a silicone pipe. At approx 42 800 km I complaint on the 20 december 2012 about a knocking noise in the engine. the following afternoon it made a loud bang, dark smoke and loss of power was experienced. the same problem as before arises. On the saturday morning I contacted the dealership and explained my problem. the lady said that I must bring the vehicle in but on our arrival a gentlemen by the name of mark da silva was extremely rude and threatened to contact the saps to tow the vehicle from their premises and refused to accept the vehicles key. after a confrontation in front of customers I left the vehicle parked in the parking area in front of the workshop area and left with the key in my possession. I managed to get the contact details of the dealer principle, stan jones. I contacted him as I left the premises and left a message. up until now he had not returned my call. same was done with sales executive, stephen watts. I returned on the thursday, 27 december to hand the key in to the workshop manager. I informed him of the problem I experienced with mr da silva and was told to lay a complaint. After two weeks I was contacted by the workshop, informing me that the injectors need to be returned to the factory for testing. On monday, 4 february, I contacted gwm customer care and complaint again. I was promised that she will enquire about the progress and that clarissa will be in contact with me shortly but i’m still waiting for a courteously call. not once have I received a reference number for any of my complaints. After numerous calls and follow-ups with the dealer and gwm customer care, I was informed by the workshop on tuesday, 5 february that the engine was going to be replaced again, but the new engine will only arrive in sa on the 14 march. On monday, 18 march, I contacted gwm centurion enquiring about the engine that was supposed to be delivered on the 14th, I was once again told that the workshop manager is not available and “nee meneer, jou engin het nog nie gekom nie”, “ons weet nie wanneer dit sal kom nie”…. this is now the 15 april, a month after the promised date and still nothing… As I said before, our core business is construction and that I cannot operate without a vehicle yet our hp repayments still have to be executed every month at a monthly installment of r4900.00 excluding the insurance payable. I have had only 3 full month’s usage of the vehicle, the rest of the time it spend time in the workshop. where is the “value for money”! vehicle # 2: financed through gwm finance a division of wesbank, fax: [protected] account number: [protected] Bf 76 sm gp – gwm steed 3, 2, 2 lux petrol (responsible driver: johan erasmus, [protected]) After taking delivery of the vehicle numerous complaints was lodged at gwm centurion about a gearbox noise when in gear 3 and 5. vehicle went for the appropriate service intervals and was constantly promised that the claim will be approved shortly. About 3 weeks ago the problem intensified to such a degree that mr erasmus refused to drive the vehicle any further. since then the vehicle are stationed at gwm centurion. the vehicle was tested and it was found that gear 3 and 5’s bearings have ceased and that the gearbox needs to be replaced. he was informed that the new gearbox will also only arrive in mid march… After threatening the dealer mr erasmus received a courtesy bakkie from the dealer until his vehicle have been fixed. the following day mr erasmus notified the workshop that the loaned vehicles front brake pads were metal on metal. he was told to continue driving like that until his own vehicle is repaired. No courteously calls were received from the dealer up until now. mr erasmus had to keep in contact with the workshop until tuesday, 5 february when the loan bakkies brakes started to binding. he immediately took the vehicle back to the workshop for inspection and was informed that the discs were damaged and needs to be replaced. they also informed him that it will take 3 working days to fix….. yet again without a vehicle and had to rely on others to assist to perform his working duties. Since then the vehicle have been fixed. Vehicle # 3: financed through gwm finance a division of wesbank, fax: [protected] Account number: [protected] Bw 74 wg gp – gwm steed 5, 2, 5 d (responsible driver: enos, [protected]) Since taking delivery the vehicle’s speedometer was not working. no kilometers driven could have been recorded for the next four months after the delivery date. and due to this no indication of when to book the vehicle between the service intervals could have been performed. In this period three boost pipes were replaced and nothing was done to the noisy turbo. Once again numerous calls were logged with the gwm centurion dealership but to no avail. Vehicle # 4: financed through mfc a division of nedbank, fax: [protected] account number: p12058773/002 Bw 74 wb gp – gwm steed 5, 2, 5 tci (responsible driver: ryan sauerman, [protected]) After taking delivery at approximately 7 000km the brake pads had to be replaced. On 10 000km service interval he was informed that the disc brakes had to be replaced. he also, at the same time complaint about the prop-shaft that was loose and was making a noise. Before the 20 000km service interval the boost pipe burst and damaged the turbo. after he complained about the singing noise the turbo was making, the dealer have done absolute nothing to correct the problem. Furthermore, yet another complaint was logged with the workshop with regards to the suspension – nothing was done! With the last three service intervals he also complaint about gear number 4 that is struggling and making a grinding noise when changed. this has not yet been resolved. The vehicle with the above problems was taking to gwm centurion. With all the problems we experienced above, only two vehicles are currently on the road and the business is seriously dependant on operational transport. currently, it is affecting our financial situation as other means of transport had to be arranged. We are hereby requesting that the media, financial institution where the hps are held, the necessary ombudsman, and others to intervene as we are a small/ medium size enterprise and cannot afford to pay for vehicles which are not in use or operational. We have lost a tremendous amount of work due to the company not having adequate transport and therefore urge you to intervene, as we are demanding that the vehicles be replaced and/ or sales agreement cancelled to enable us to purchase some another brand with a customer service! Please note that the above vehicles are all equipped with an i-track device and are monitored 24 hours for any abuse Jaco coetzee Managing member Cell: [protected] Office: [protected]