More consumers turn to Ombudsman. |
Complaints handled by the Motor Industry Ombudsman
during 2008 escalated in value to more than R109 million, or 18, 5 percent,
over the figure of R92 million in 2007.
The Ombudsman’s Annual Report for 2008 states that
this rise in value was accompanied by an increase of 15, 2 percent to 17 039
in the number of complaints lodged with the Ombudsman’s office.
The increase in the number of complaints was
largely due to damage caused by external factors such the increasing
congestion of the country’s roads, ongoing major road works, and the general
deterioration of roads, all of which have greatly contributed to vehicle
breakdowns. It is heartening to see, says the Ombud
that complaints in most instances did not originate from product defects but
rather from these external factors.
Consumers also played their role in conflict
situations during the year by not complying with service schedules, warranty
terms and conditions, failing to honour monthly instalments and in some cases
purposely or unconsciously abusing their vehicles.
The result of credit conditions before the
promulgation of the National Credit Act continued to dog consumers during
2008. The over extending of household budgets resulted in many consumers
wanting to return their vehicles, and this in turn formed the basis of
complaints they lodged with the Ombud.
Poor service again accounted for the largest
number of complaints (11, 1%), followed by clutches (8, 8%), engines (8%) and
cooling systems (7, 2%).
The Ombudsman, states that customer care has
become one of the most important cornerstones which will determine who will
continue to sell vehicles in these trying times and who will probably not.
The intervention of the Ombudsman has contributed greatly to assisting
dealers with customer retention
For further information please call the Motor
Industry Ombudsman of SA on (012) 841-2945. You can also visit the
Ombudsman’s web site at www.miosa.co.za, to view the full report.
Issued by Ruben Els, R
& V Communications, tel: 083 302 6602 on behalf
of the Office of the Motor Industry Ombudsman
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Africa 2004. All rights reserved. |
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