30th August 2010
TATA South Africa
Tel : (011) 398 - 9000
Fax : email correspondence
Email : [email protected]
c.c. : [email protected]
b.c.c : Complaints Board of South Africa

URGENT ATTENTION : SCHALK LUBBE

C.C. : HARNEET LUTHER

To Whom It May Concern:

RE : AFTER SALES SERVICE

With reference to the above mentioned issue.

I would like to bring to your attention and express my dissatisfaction regarding the previous service carried out on a 2008 TATA Telcoline Bakkie, MAT37402169R33607, Registration Number : XYY 536 GP, this also causing a serious problem in return also causing an amount of damage that TATA has inform that they will not be held liable.

On the 17th May 2010 the TATA Bakkie was booked in for a 30, 000km service as this vehicle has been purchased with a maintenance plan, the odometer reading was +/- 6, 000km over the service reading and in return the vehicle was booked in for a service which duly took place. On the 20th July 2010 one of our employees one her way home experienced several problems with the vehicle when the bonnet latch came loose causing it to flip up and damage the windscreen ( See attached notes of events that took place on the 20th July 2010 ). On the 21st July 2010 we immediately contacted TATA East Rand to inform them of the problem which in return a Mr. Donald Struthers was sent out to our premises to inspect the situation the following day being the 22nd July 2010. We were later notified that TATA Head office would handle this request and they will inform us of the steps that would be taken, +/- 4 Weeks went by when we received a letter from a Mr. Schalk Lubbe informing us of their findings. ( See attached Letter ). When a problem arises with a customer, I tend to find a solution to the problem, why is it we had to wait a month later to be informed? I do not handle any customer better than the other and in return do not expect to be treated like that either.

As General Manager of the above mentioned company, when servicing a machine or vehicle certain procedures have to be carried out including a checklist before and after a service to make sure all bolts are tightened and no locks or latched are loose including the stamp of service in the records book, this was clearly not done and as stated in Mr. Lubbe’s letter due to the vehicle being over 30, 000km’s they will not and cannot be held responsible for the damage of the windscreen, in my opinion had the vehicle odometer reading be less than 30, 000km’s then TATA South Africa would contemplate replacing the windscreen at their cost?, that is what the letter states, if you kindly read through it.

The vehicle is currently at TATA East Rand, which they have informed us that the minor problems that we were experiencing have been tended to BUT not the windscreen, Quarry Master is a company that excels in the service and delivery in the mining and aggregate industry, we have a fleet of vehicles that also need replacing and in 2008 when Mr. du Toit purchased the vehicle we seriously thought of changing the whole fleet over to TATA but now with the series of events not even to speak of service we will remain with our fleet who is currently with NISSAN.

I have also informed the Complaints Board of South Africa of this situation as this is unacceptable and ask for your immediate attention in this regard, this is a company vehicle and is needed in the field to carry out work, we ask for this to be handled URGENTLY and your most favorable response in this regard will be greatly appreciated.

Trust you find the above and attached all in order and should your require any further assistance, feel free to contact me on the numbers given and I will gladly assist.

Assuring you of Our Best Attention at ALL times, we remain.

Kind Regards
QUARRY MASTER

BEVERLEY
GENERAL MANAGER
Tel : +27 11 845 – 5080
Direct : +27 82 651 5496
Fax : +27 11 845 – 5081 / +27 86 626 6338
Email : [email protected] / [email protected]
Website : http://www.quarrymaster.co.za

My vehicle broke down at 07:30 on 15/09/2008. I phoned Tata who is 6 km away from where it broke down. They only arrived 8 hours later to tow it.It is still under guarantee and they charged me R450 for towing charges, contrary to the guarantee. It is now 17 days later and my vehicle is still not fixed. They did not supply me with a courtesy vehicle. I need the vehicle for business. They do not come back to me as promised.