A WELL INFORMED CUSTOMER IS A HAPPY CUSTOMER
Being unhappy with your car repairs is undoubtedly frustrating. Here’s a step-by-step guide to help you navigate the process of addressing your concerns effectively:
Gather your information
Before contacting the panel beater, collect all relevant documents, such as the purchase agreement, warranty (if applicable), and service history with service schedule stamps (if applicable).
Contact the panel beater directly
Initially, try to resolve the issue by contacting the panel beater directly. Schedule an appointment with the appropriate person to discuss your concerns clearly and calmly. Be glad to know that all professional auto body repairers are focused on resolving customer complaints as it is critical to their business success.
Maintain a professional approach
During the conversation, remain composed and professional. Take detailed notes of the discussion, including any promises or resolutions made.
Escalate if necessary
If your concerns are not addressed satisfactorily, request a review of the situation by a Manufacturer Representative.
Contact the car manufacturer
In the unlikely event that the panel beater and manufacturer fail to resolve the issue, you may contact the car manufacturer’s Customer Care Department.
File a formal complaint (last resort)
As a final option, you can contact the Motor Industry Ombudsman of South Africa (MIOSA) to file a formal complaint. This can be done online, by email, fax, or phone. MIOSA will investigate and provide a technical or/and legal recommendation. You may find more information on their website.
Important Note: MIOSA might require you to pay for an inspection in certain cases.
To minimise the risk of encountering issues, utilise the Panel Beater Directory to find reliable and efficient auto body repair services across Southern Africa! Our platform offers real-time consumer reviews and participating profiles are coupled with Lightstone’s EchoMBR Rankings, to offer users honest and objective insight. Lightstone EchoMBR is a customer satisfaction measurement programme specifically designed for the automotive repair industry. It collects and analyses customer feedback to identify top-performing panel beaters and areas for improvement.
By following these steps and utilising resources such as the Panel Beater Directory, you can navigate the complaint process more effectively and increase your chances of finding better services. Remember, a well-informed consumer is a satisfied customer!
