How to complain if your new car was delivered without the specification you ordered

By Ané Theron

If you’ve just received your brand new car only to find out it has the incorrect spec fitted, or none of what you ordered, it’s extremely disappointing, and understandably so. After all, it was with much excitement that you were waiting for your new set of wheels to arrive! So what can you do about it? We consulted MIOSA (the Motor Industry Ombudsman of South Africa) for advice.

1. Go back to the dealership immediately. They are your first point of contact if you have any problem regarding your purchase. Make an appointment with the salesperson and/or dealer principal to resolve this matter. Make sure you keep a record of all conversations, intentions, and promises made to you.

2. Be well-informed. It’s your responsibility to make sure you understand every element of the original purchase agreement between you and the seller, including the fine print.

3. If you aren’t satisfied with the way your complaint is being handled by the dealership, it is your right as a consumer to insist that a manufacturer representative reviews your complaint. Remember to keep all records (see no.1)

4. Still not getting any results? The next step is to contact the customer care of the car manufacturer in question. If this doesn’t help, then your only recourse is to contact MIOSA to lodge a formal complaint. Go to www.miosa.co.za for more information and to download a complaint form.

Good luck! And remember to stay calm. Arguments will probably get heated but usually more gets resolved when everybody keeps their cool. And if that doesn’t work, there’s always social media. However, do be careful as many people have ended up at the wrong end of a lawsuit because of what they posted on Facebook in a moment of anger.