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

[stof-lappie]

Last week Wednesday, my Duster went in to Zambezi Multi-franchise for 60 000km service.

The service went fine, aside from the fuel sensor not being reconnected, which was promptly sorted out when I pointed it out, no worries there.

However, when I returned home, I noticed that the recovery bag stored in the back was not as I had left it. No big deal, they move stuff around whilst working on the vehicle. As I went to out it back in place, it felt lighter than usual. I opened it and looked inside. Lo and behold, some of my brand-new ratchet straps are missing. I immediately phoned the service consultant, who said he would look into it.

Before I proceed; for anyone going to tell me I should remove everything from my vehicle, consider this - That bag contains a tow rope, ratchet straps, fire extinguisher, emergency triangle, torch and jumper leads. - These are all important items, which I believe should never be removed from the vehicle. They are in a bag that is zipped closed, and velcro over the zip.

I happened to have the email address for the branch manager, as well as the regional manager of Renault, having had a warrantee claim sorted on paintwork some time back. I emailed everyone above with my concerns and alerted them to a theft which has occurred in their branch, and asked for it to be looked into.

I received an email from the branch manager, who took a photo of a sign on the wall, that they waive any responsibility for any theft or loss. I explained as above, that the bag contained essential items and at the very least, expect the matter be looked into. Up to that point, I said that I would consider the removal of those items as an "honest mistake", and that when they are returned to me, would laugh it off and move along.

I received no further response from the manager, but shortly after received an email from MOTUS Legal Counsel, saying the same thing, "we accept no responsibility, blah, blah, blah".

My response to him was simple. I had now received two emails saying the same thing, but no indication that anyone got out of their chair and bothered to even look into the issue. Thus ignoring a glaring incident of theft, on their watch. Treating it as such, I am going to open a case of theft.

The most disgusting thing is that everyone is quick to say "it's not our problem", but nobody has made any sort of effort to even look into it.
This is truly disgraceful, and needs to be exposed. "Customer Care" is apparently a myth, and Renault group couldn't care less..

[Hedgehog]

Unfortunately, I have learned the hard way of leaving stuff in the vehicle. I even remove my jack and triangles (because I have lost them at a Toyota dealer).

Take it as school money.

[Andrew Leigh]

NOTHING stays in my vehicle. It is a major pain to remove all the stuff but I remove all temptation.

[jelo]

We remove EVERYTHING from our vehicles when they go somewhere for services or repairs.

EVERYTHING. Even the factory tool kit. Cell phone chargers. And especially the owners handbook with service schedule.

You were trusting and not a little gullible. Call it school fees.

[Emmie L]

I remove EVERYTHING. Even my spare tyre. I also learned the painful way that not even the basics are safe. I even take out my little car mats. Only leave something in if you are okay with potentially replacing it.

[lekhubu943]

...Before I proceed; for anyone going to tell me I should remove everything from my vehicle, consider this - That bag contains a tow rope, ratchet straps, fire extinguisher, emergency triangle, torch and jumper leads. - These are all important items, which I believe should never be removed from the vehicle. They are in a bag that is zipped closed, and velcro over the zip.

Nothing stays in my vehicle, except the jack. This is Africa.

I don't see the things you list as essential for travel to and from your dealership. If it is such a big deal leave the bag in the vehicle up to the dealership, remove it and take it with you; bring it back when you collect the vehicle after service.

[Dudleytheplumber]

Why? these guys must be held accountable...what gives them the right to just help themselves...

As a maintenance contactor imagine if we went to clients houses and scooped from them...
If any client complaints about theft from us, I immediately phone the police.... Most times they find their stuff before the police get there

Unfortunately, I have learned the hard way of leaving stuff in the vehicle. I even remove my jack and triangles (because I have lost them at a Toyota dealer).

Take it as school money.

[Woestyn Willem]

Last week Wednesday, my Duster went in to Zambezi Multi-franchise for 60 000km service.

The service went fine, aside from the fuel sensor not being reconnected, which was promptly sorted out when I pointed it out, no worries there.

However, when I returned home, I noticed that the recovery bag stored in the back was not as I had left it. No big deal, they move stuff around whilst working on the vehicle. As I went to out it back in place, it felt lighter than usual. I opened it and looked inside. Lo and behold, some of my brand-new ratchet straps are missing. I immediately phoned the service consultant, who said he would look into it.

Before I proceed; for anyone going to tell me I should remove everything from my vehicle, consider this - That bag contains a tow rope, ratchet straps, fire extinguisher, emergency triangle, torch and jumper leads. - These are all important items, which I believe should never be removed from the vehicle. They are in a bag that is zipped closed, and velcro over the zip.

I happened to have the email address for the branch manager, as well as the regional manager of Renault, having had a warrantee claim sorted on paintwork some time back. I emailed everyone above with my concerns and alerted them to a theft which has occurred in their branch, and asked for it to be looked into.

I received an email from the branch manager, who took a photo of a sign on the wall, that they waive any responsibility for any theft or loss. I explained as above, that the bag contained essential items and at the very least, expect the matter be looked into. Up to that point, I said that I would consider the removal of those items as an "honest mistake", and that when they are returned to me, would laugh it off and move along.

I received no further response from the manager, but shortly after received an email from MOTUS Legal Counsel, saying the same thing, "we accept no responsibility, blah, blah, blah".

My response to him was simple. I had now received two emails saying the same thing, but no indication that anyone got out of their chair and bothered to even look into the issue. Thus ignoring a glaring incident of theft, on their watch. Treating it as such, I am going to open a case of theft.

The most disgusting thing is that everyone is quick to say "it's not our problem", but nobody has made any sort of effort to even look into it.
This is truly disgraceful, and needs to be exposed. "Customer Care" is apparently a myth, and Renault group couldn't care less..

I could give you a detailed explanation of the law regarding disclaimers vis-a-vis the dealer's implied duty of care towards the safeguarding of your vehicle (and its content), but it would in most probability come down to this: It is not worth it to pursue legal action in this instance.

Take solace in the fact that there is nothing prohibiting you from filing a criminal complaint of theft - disclaimers have no effect in criminal proceedings. I would start by asking whom had access to the car, file a complaint of theft with the nearest police station and ask in your A1 statement you want the police to investigate the matter.

There is more than one way to skin a cat - if you have the time and patience.

[Steady]

NOTHING stays in my vehicle. It is a major pain to remove all the stuff but I remove all temptation.

I do too, and one of the advantages of this is that it gives me the opportunity to check that what should be there still is and it's working as well as getting rid of unwanted rubbish/items that somehow find their way into my vehicle. Even found my missing Leatherman once!

Sorry to hear of this incident. It's not a nice experience to have something stolen from you, I've just been through a house robbery. In this country there are too many people who, for whatever reason, think nothing of helping themselves to other peoples things.

[Alan Ellis]

Now you make me worried. I left the sparewheel, jack, wheelspanner, locknut and mats in the car.

Guess I'll just take all of those out of the Loaner before I return it. If all mine are in place, I'll return theirs.

[tashtego9]

Sad but true, in Africa everything has to come out.

After leaving the car overnight at a panel beating shop, since I had removed everything else, 'they' stole a wheel nut from each wheel.

Which I thought was quite considerate of them...

[gazza1210]

Sorry can't agree with all those that say that it's tough luck and move one. Where does it stop then? You have dual battery system and it's stolen.... still tough luck?? You have brand new tyres and they swapped with older tyres... tough luck?? Theft is theft! Whether it is loose items / fixed items / or work not carried out but charged for! FFS! We continually bend over and take it yet all bitch and moan when things like this happen! Believe me that sign "not responsible for theft etc etc" is not worth the board it's painted on. Theft is theft and if you can prove it the person will go to jail!

Stand outside that dealership for a day or two with a sign saying beware they steal things out your vehicle etc and you'll have the DP jumping around to help you out!

Stop bending over!

[ed rouillard]

Also remove everything including vehicle specific kit. Have had Jack, cd shuttle and puncture kits go missing at German car manufacturers and unnoticed until later. Also a battery once and a steering wheel when I bought a demo, a damaged one installed and discovered much later!

RSA not that honest place to live in!

[WillieJimny]

I also learned the hard way.

I once took the car to the carwash and my laaitie forgot his R20 on the back seat. Obviously this will get stolen.

So when I went to collect the car with a very sad laaitie I paid R50 for the car wash which costs R70.
The one guy said "but seh its seventy" I said here's R50 one of the F&*%$rs here took R20 from the car so you can get your R20 from him.
Next moment one guy comes up to us with R20. Problem solved

[hcs]

Guess I am lucky with my indie here.
Only thing I take out of the car is my house keys. Everything is left as is.
Half the time I leave the car keys with my neighbours and the workshop picks the car up when one of their guys goes to work (he lived close to me)

Only thing I that ever happened was the wrong engine cover was fitted after a service

[Hedgehog]

Why? these guys must be held accountable...what gives them the right to just help themselves...

As a maintenance contactor imagine if we went to clients houses and scooped from them...
If any client complaints about theft from us, I immediately phone the police.... Most times they find their stuff before the police get there

I hear you, but they warn you to remove all loose items and valuables from the vehicle, via signs and with the confirmation of the booking they send.

It is physically impossible to keep an eye on all their employees and subcontractors they have operating on their premises. To think that they can is a little naïve in my opinion

[IcePick88]

Last week Wednesday, my Duster went in to Zambezi Multi-franchise for 60 000km service.

The service went fine, aside from the fuel sensor not being reconnected, which was promptly sorted out when I pointed it out, no worries there.

However, when I returned home, I noticed that the recovery bag stored in the back was not as I had left it. No big deal, they move stuff around whilst working on the vehicle. As I went to out it back in place, it felt lighter than usual. I opened it and looked inside. Lo and behold, some of my brand-new ratchet straps are missing. I immediately phoned the service consultant, who said he would look into it.

Before I proceed; for anyone going to tell me I should remove everything from my vehicle, consider this - That bag contains a tow rope, ratchet straps, fire extinguisher, emergency triangle, torch and jumper leads. - These are all important items, which I believe should never be removed from the vehicle. They are in a bag that is zipped closed, and velcro over the zip.

I happened to have the email address for the branch manager, as well as the regional manager of Renault, having had a warrantee claim sorted on paintwork some time back. I emailed everyone above with my concerns and alerted them to a theft which has occurred in their branch, and asked for it to be looked into.

I received an email from the branch manager, who took a photo of a sign on the wall, that they waive any responsibility for any theft or loss. I explained as above, that the bag contained essential items and at the very least, expect the matter be looked into. Up to that point, I said that I would consider the removal of those items as an "honest mistake", and that when they are returned to me, would laugh it off and move along.

I received no further response from the manager, but shortly after received an email from MOTUS Legal Counsel, saying the same thing, "we accept no responsibility, blah, blah, blah".

My response to him was simple. I had now received two emails saying the same thing, but no indication that anyone got out of their chair and bothered to even look into the issue. Thus ignoring a glaring incident of theft, on their watch. Treating it as such, I am going to open a case of theft.

The most disgusting thing is that everyone is quick to say "it's not our problem", but nobody has made any sort of effort to even look into it.
This is truly disgraceful, and needs to be exposed. "Customer Care" is apparently a myth, and Renault group couldn't care less..

I agree with you.

Who cares if there is a sign that says they accept no liability for theft or loss.
So do all these businesses that display these indemnity signs condone theft by their workers? Or at best turn a blind eye?

And what if it's a third party walking in and helping themselves to client's goods? Do they also not bother to investigate why there are unknown people roaming around their workplace stealing?

Waiving a sign does not magically declare theft NOT a crime.

I can understand if the vehicle is left there overnight or for extended periods where it possibly could get stolen or broken into over night. But it was there for a service. With workers all over the place the whole day.

[4ePajero]

Mark your battery and point that out to the service manager.
Batteries are very popular exchange items during service.
I have even heard of a full set of tyres replaced with well-worn ones.

[Francois Theron]

Most businesses these days have CCTV cameras. At least insist on checking the footage

[stephenplumb]

Unfortunately, I have learned the hard way of leaving stuff in the vehicle. I even remove my jack and triangles (because I have lost them at a Toyota dealer).

Take it as school money.

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.