DISGUSTED! Zambezi Multi-franchise (Renault) STOLE from my vehicle during service

[jelo]

So, living in ZA, you don't think that removing items from your car is a REASONABLE METHOD of safeguarding your property?

Do you leave your house open? Or your car? Do you leave a cell phone on a restaurant table and go to the toilet?

We never said you should NOT open a case of theft: by all means. But don't expect an outcome that results in your property being returned.

[stof-lappie]

Thanks for all the responses and opinions thus far. It is always appreciated.

What is most shocking to me is the attitude and lack of any decent response from the manager.
I think it is shameful, and basically condones that sort of behavior from the staff (or other).

I have ZERO trust with this branch, and now the brand, as the tactic of getting the lawyer to email me is just a scare tactic in my opinion.

I don't want to see anyone arrested or lose their job, but I would like to see the person "responsible" for the branch, take some "responsibility".
If he had said he had asked the staff, checked CCTV, or even just walked around the workshop floor, I'd have taken it on the chin and moved on, but I got NONE of that.

I also know that constitutionally that sign holds no weight, and people too easily hide behind such disclaimers.

After a decade in management roles, I know this should have been handled VERY differently.

[IcePick88]

So, living in ZA, you don't think that removing items from your car is a REASONABLE METHOD of safeguarding your property?

Do you leave your house open? Or your car? Do you leave a cell phone on a restaurant table and go to the toilet?

We never said you should NOT open a case of theft: by all means. But don't expect an outcome that results in your property being returned.

I think the OP would never have started this thread if the dealer came to the party and said they will investigate immediately or try their best to find out what happened.
I think he is pee'ed off because they simply just directed him to their "we are not liable" BS and made it his problem for leaving his stuff in the car. Which I think is utter crap for a dealer or any business to hide behind such things.

He did not leave a laptop, cellphone, wallet or money in the car that can be easily scooped. They had to open and look inside the bag before taking something.

[Tom13]

Problem is, that worker might also pocket the new parts meant for clients vehicles. So he might be running a very lucrative sideline service centre after hours, at the owners expense.

[rnieckau]

There are two possible reasons for the missing ratchet straps from a sealed bag containing emergency recovery items:

1) They were missing before the vehicle was serviced (When last did you see / use your ratchets?)
2) They were maliciously taken out during the service.

I fail to find a valid motive for point 2 (unless a klepto is involved and for some reason the branch manager is aware of this and covering for his employee - as there would be many other complaints)

Have you established if the dealership has active CCTV which covered your vehicle servicing?

If not, what other potential evidence could the dealership use to find the perp?
How would you handle the situation?

Perhaps the dealership has encountered fraudulent claims in the past, the manager knows he is covered - and you are simply trying to prove your honest intentions.

Thanks for all the responses and opinions thus far. It is always appreciated.

What is most shocking to me is the attitude and lack of any decent response from the manager.
I think it is shameful, and basically condones that sort of behavior from the staff (or other).

I have ZERO trust with this branch, and now the brand, as the tactic of getting the lawyer to email me is just a scare tactic in my opinion.

I don't want to see anyone arrested or lose their job, but I would like to see the person "responsible" for the branch, take some "responsibility".
If he had said he had asked the staff, checked CCTV, or even just walked around the workshop floor, I'd have taken it on the chin and moved on, but I got NONE of that.

I also know that constitutionally that sign holds no weight, and people too easily hide behind such disclaimers.

After a decade in management roles, I know this should have been handled VERY differently.

[Koppycat]

I think there are two issues here.

1. As much as we would like to believe we live in a world where we can expect the best of people we really can't. As sad as it is, remove the temptation and empty your car of everything whenever it goes in even a car wash. Most people carry fabric shopping bags in their cars these days so you should have something to chuck all your stuff in.

2. The response from the dealership is pathetic and based on that alone I would take this further. If the DP / Service Manager had just approached this with a bit of understanding and customer awareness this thread wouldn't exist. Their attitude more than the theft is what is wrong with business in SA these days.

[4ePajero]

....

2) They were maliciously taken out during the service.

I fail to find a valid motive for point 2 (unless a klepto is involved and for some reason the branch manager is aware of this and covering for his employee - as there would be many other complaints)

Pawn shops will offer the thief a few rand for it - the input cost is low (free), so the profit is high.

[rnieckau]

... the input cost is low (free), so the profit is high.

The input cost is not low or free - as we know this technician whom repeatedly steals low value items would be ### at his job and would not keep it very long.

[Kix]

Being on the other side of the industry (panelbeating / service & repair) I make my clients take out EVERYTHING. I also make them sign that they DID take out EVERYTHING.

Guys this is Africa. For some people it is acceptable for me to take your "ratchet strap" should I not have one or I can't afford one.

When there is nothing to go missing, nothing goes missing. I don't have an irate client, and I don't have to defend my businesses.

Yes, I do have CCTV. But a car that comes in for panelbeating is with me for ± 8 working days. I cannot afford to go through two weeks worth of CCTV footage because you lost a hair pin or a R100 pair of Clicks sunglasses.

For the rest, I take pictures of EVERYTHING. We take ± 50 pictures of each car (panelbeating side, not servicing) as you do get clients that take massive chances. "This is not my battery", or "this scratch was never here". It takes ages, and I basically employ someone that takes pictures for a living, but it has saved me thousands.

[MariusFourie]

I have never had the privilege of having a car serviced under warranty by a dealer but I can add some value.

I have rented a few cars and trailers. Before I take delivery, I take a video with my phone, starting with the person I deal with. I then go into details like mileage, tyre make and condition, paint chips, bumps, spare wheel and tools, interior condition etc.

It has saved me a few thousand in bumps and tyres that they try to get back from me claiming I damaged that which was already there. I refer to the video and they become silent very quickly.

SCUM!

[mikeml]

The new culture seems to be to take whatever you can without being caught, without conscience.

I was pleasantly surprised by a call from a car rental company at CT International Airport, informing me that I left my phone charger in the car when I returned it. They had not yet opened when I returned the car and I had to leave the key in the drop box. They will hold it for me until I fly down again. Not all is lost

[KobusDJ]

Last month I had my Nissan serviced under warrantee at the dealer. (First time in 25 years I didn't service my vehicle myself )

I removed everything apart from the jack, wheel spanner and spare. Once booked in the friendly receptionist walked out with me... made a note of the items left in the car and off I went.

On collection she again walked out with me and physically checked herself that the items were still in place.

Well done to the dealer.

.

[WAJ]

Ja nee no one can be trusted these days, and management is usually asleep at the wheels.



That said, since my Frod loves to visit whorkshops, at least the place I use (independent) has never had anything go missing from it. Heck even the few R5 coins sitting in the little open compartment to the right of the driver was still there.

[PhlippieV]

It's a mixed bag. I don't remove anything from my vehicles when they go to the indy, but with my local Ford I never bothered until they asked me to ensure its empty. I've never lost anything there.
My local Hino service consultant once gave me a leatherman that they found underneath a seat.


But in principal I agree with the OP. He made a mistake, and he won't get away without paying school fees, but I'll reply to the DP and the tame lawyer to let them know that the theft of a ratchet strap and their terrible handling of it has cost them all future services and purchases of vehicles from any MOTUS dealer of any brand.

[Peter Betts]

Exactly - this is also why I don't use car washes. I remove everything from any vehicle going for any sort of work and most dealers will make you sign something to say you have done so.

It's not right, but you cant be that surprised.

I Never leave my Vehicle at a car wash ..I am the only driver so everything is left as is apart from small change in Ashtray..I watch their every move

[Emmie L]

My first new car got taken to its first outing to a car wash. I got it back, left happily and later that week noticed that they had used steel wool on my bonnet. It was my first and last visit to a car wash.

[IcePick88]

I Never leave my Vehicle at a car wash ..I am the only driver so everything is left as is apart from small change in Ashtray..I watch their every move

My wife drops our car off at a car wash behind her work. Leaves the keys there as well.
She then collects later the day.

I was like . Whats stopping one of them driving off with my car!
No more.

[Francois Theron]

My wife drops our car off at a car wash behind her work. Leaves the keys there as well.
She then collects later the day.

I was like . Whats stopping one of them driving off with my car!
No more.

This is the standard at many parking areas in Greece. You park your car and drop off your keys. When you come back you will often find your car parked in a different spot. Space is at a premium and needs to work like this. If you don't drop off the keys, you can't park there. Never had a problem even with lots of shopping left in the vehicle. Different country, different mentality

[Toxxyc]

I feel the same way. Used to have my i20 serviced by a Hyundai in Centurion somewhere (can't remember where). The first service they stole everything, even the little hidden USB drive I had my music on. Change in the drawers, the lot. So since then I've removed everything from my car, except the emergency tools where they are (but I mark them and list them on the form).

Then I got a Jazz. Had it serviced at Honda Zambezi. The guys who did the service/wash took the coins that fell on the floor/under the seat and placed them in the coin holder for me, in the centre console. Like R4-something. That's how honest they were. Bummer that dealership closed down.

[WAJ]

I feel the same way. Used to have my i20 serviced by a Hyundai in Centurion somewhere (can't remember where). The first service they stole everything, even the little hidden USB drive I had my music on. Change in the drawers, the lot. So since then I've removed everything from my car, except the emergency tools where they are (but I mark them and list them on the form).

Then I got a Jazz. Had it serviced at Honda Zambezi. The guys who did the service/wash took the coins that fell on the floor/under the seat and placed them in the coin holder for me, in the centre console. Like R4-something. That's how honest they were. Bummer that dealership closed down.

Meh I also wont steal R4 I have more ambition than that