[createrkid]

Hello guys, I'm posting this unusual predicament faced by my friend who is also a Team-bhp member, but is too traumatized at the moment to post it himself. The perpetrator being Trident Renault Whitefield in this case. Mods, please move this post to the appropriate section if it isn't already in one. Thanks. Dear members, please chime in with what could have possibly gone wrong and how to further deal with the issue.

Customer name: XXXXXXXX
Car: Renault pulse diesel - 2016/ blue/ KA XXX XXX XX
Authorized service Center: Trident Renault Whitefield

The car was taken in by the authorized service center (ASC) on the 6th of April due to not starting even after trying to push start twice and jump-start twice (totally only 4 times we tried to start). Please note vehicle has never been serviced outside of ASC (4 years old and out of warranty, but by no means an “old” car). After taking the vehicle in, first battery was checked, and within a couple of days, it was established that the battery is fine and there is some other fault with the vehicle. I was told that a week is needed to open up the vehicle and test every single switch, fuse, and various other electronic components. Diagnostics need to be run to check what is wrong with the vehicle. A week was therefore given.

During this week I was called to confirm how many times I tried to push the vehicle and start it as apparently, some parts may have gotten damaged because I tried to start the vehicle. This is an absurd blame on the customer as I'm sure even the ASC tried to start the vehicle when I gave it to them and it is the normal thing anybody with a vehicle(manual transmission) would first do.

Diagnostics:
Please note that upon asking for the results of the various computer-aided diagnostics that were run on my vehicle, I was first told that they can't share it with me. After explaining that it's only “MY VEHICLE” that I'm asking diagnostic reports for and not someone else’s, I was told by Mr. XXXXXX to wait for 15 minutes at ASC so that reports can be printed and given to me. I said "you may take my email ID and mail the reports" as I had some important work I was giving up on a weekday morning to be there. I was made to wait for more than an hour for someone to even write down my email ID! Even after an hour, I literally had to find someone else and explain the situation to them, and they wrote down my email ID on XXXXXX's behalf! To date, I have not received proper diagnostics. I have instead been snubbed by being sent photographs of my car's service inquiry form and 3 other handwritten sheets that have nothing to do with the electronic components of my car!

After around 10 days the ASC narrowed the problem down to a solenoid starter switch that comes as a part of the steering lock assembly. 5 more days were taken to attempt to repair the part and I was told "solenoid re-valving is happening sir" and "solenoid needs to be released sir" in this time. I have also verified with various known mechanics. The "solenoid" explanation seems absurd to everyone. After 16 days of keeping the car in ASC, I was told that repair is not possible.

Points to note:
• The car was kept for over half a month and no spare car was offered. I requested one, and it was outright denied saying "we don't do that anymore". Surely my situation requires to be considered as an exception by any ASC that cares about customer service as I am a working individual that needs to travel to a factory on an almost daily basis and also because my car simply stopped working overnight with absolutely ZERO MECHANICAL TRIGGERS for it to conk off from my side.
• After 15 days when it is established that ASC can't repair the part, I'm being told that :
"Sir battery low amperes has caused steering lock assembly failure. Steering lock assembly and battery need to be replaced. Cost is 8300rs (battery) + 53000rs (steering lock assembly). Kindly confirm so parts can be ordered and car can be fixed".
• My battery by ASCs own admission was fine when I gave it to them, and I can also confirm it was perfect and the vehicle was starting very easily the previous day.
• I cannot wrap my head around how the entire steering lock assembly of a 4-year-old European car can simply fail.
• Even if so, it is obviously a manufacturing defect from Renault's side and it is clear that ASC is struggling to find ways to put the blame on the customer for the fault, so as to make me liable to pay for a defect. First, they attempted to say I ruined it by trying to start it, now they want to say the battery was faulty. Both are completely absurd and extremely cheap tactics, for lack of a better word.
• Absolutely zero regard for customer's time and patience when we visited the ASC, that too upon being called to visit. Very cheap tactics, making us wait for nothing.
• What if the steering lock assembly had randomly conked off while I was travelling interstate and I'd stopped for a break. I'd be stuck with a car whose ignition won't even crank! This is a serious problem with the vehicle.
• It is 100% clear beyond doubt that neither have I done anything to cause this fault in my car nor is the car old enough for such a fundamental fault to occur in the first place.
• It is clearly a manufacturing defect, that the customer cannot be penalized for. I have still been billed, treated badly at ASC, and made to live without a car for over half a month!

I truly believe Renault should take note of this case, see how there is no fault of the customer in this case and that it is clearly a MANUFACTURING DEFECT in the vehicle from Renault's side, that too within 4 years and 45000km of ownership. I appeal to Renault to do its valued customer right, by acknowledging the manufacturing defect and replacing it for us, and apart from apologizing, also ensuring such a disrespectful experience at ASC never occurs to anyone again. Also, knowing that this process may take time, I request Renault to provide me a spare car in the meantime, so I may go about my work and life's other daily activities, without being further disrupted.

[GTO]

Thread moved from the Assembly Line to the Dealership section. Thanks for sharing!

[Tgo]

There seems to be something fundamentally wrong with Renault ASCs owned by this group. They seem to fudge or hide the details of diagnosis. They feel that the customer isn't literate about the car he is driving and explaining themselves to the customer is such a waste of time.

1. (Handling charges deemed compulsory by Trident Renault, Bangalore)

2. (I paid for green Duster, dealer delivered an orange one. EDIT: I won the court case!)

3. (Renault Duster: Engine timing changed, warranty denied, pathetic customer service)

4. (Renault Scala (keyless go) : Just dies, and refuses to start)


The reliability if Renault parts is also not even satisfactory. Components which have have low failure rate in other brands like injectors, ECM, indicator stalks, door latches, AC controls etc. fail frequently

If that wasn't enough, these parts are priced at par with CBU car spares.

Everything adds up and leaves a bitter taste.

[Deepak Ramana]

Wow. I thank you creatorkid for posting this on my behalf how kind of you to do so. I originally drafted this as the points I want to make when attempting to escalate the matter to Renault via email. Truth is yes I'm quite heartbroken by the situation. It is my first car and they still have it. I wish to fix my car without having to pay through my nose for an extremely unconvincing fault (implying I don't mind paying if it's atleast convincing!) Please let me know if you're aware of any effective channels of communication. Would highly appreciate it! Also, Tgo, thanks for enlightening me with this trail of bad service trident renault has left behind. You're right the spares aren't cheap by any means. This history of bad service from their end lowers my confidence in being able to resolve the issue but, reassures me that I'm not in the wrong, to feel like I've been wronged by them.

[Mr.Boss]

Originally Posted by createrkid

my friend who is also a Team-bhp member, but is too traumatized at the moment to post it himself.

It's understandable the amount of dissatisfaction, discomfort and hear broken one could face in this situation, please give some positive words to your friend and our fellow member, this is after all a piece of machine failing and handled carelessly by the A.S.S, this is not the end to get traumatized that he couldn't pen down this small issue (hope the arrows will be pointed to me, but I repeat, this is a a small issue. If someone couldn't handle this, I feel very sorry for him/her)

On this topic, I completely agree that the dealer could have handled this situation better, BUT

no fault of the customer in this case and that it is clearly a MANUFACTURING DEFECT in the vehicle from Renault's side, that too within 4 years and 45000km of ownership. I appeal to Renault to do its valued customer right, by acknowledging the manufacturing defect and replacing it for us

How was this concluded? How sure is the owner this is a manufacturing defect and not the customer abuse? I'm neither supporting the A.S.S nor blaming the customer, but "I'm always right and the opponent is always wrong" mindset to be kept aside and go only by the facts.

Few cases I know from my close cirlce,
- Person X always move the vehicle in 2nd gear. According to him the vehicle has got enough torque to pull the vehicle in 2nd gear and this reducing the number of gear shift and in turn reducing the number of clutch operation and this should give a longer clutch life.

- Person Y, use steering wheel as a support for ingress and egress. This puts a load that was never considered for a steering lock function and it may call for a early failure

- Person Z, after removing the ignition key he turns the steering wheel to hear the locking click so that he ensures the wheel is actually locked. This adds additional stress on the lock

To answer your / friend's question on how the steering lock can fail so early, these are just a couple of examples.

[Rigid Rotor]

I have a contra-opinion to the OP, re Trident Whitefield.
I had serviced my Duster 110 RXZ only at Trident Whitefield from 2013 till 2021. That included free as well as paid servicings.

I used to brief the Service Advisor (SA) in appropriate detail regarding any problems or issues and these were promptly rectified to satisfaction. Of course, I kept a close watch on the list of activities and veteod obvious infructuous activites that were sometimes attempted to "pad up" the bill. They agreed to such deletions without any objections.

During the period, the service centre had recalled my vehicle twice - the first time was to mod the clutch helper spring and the second time was to carry out anti-corrosion spray inside the doors (these were factory mandated mods and carried out free-of-charge).

I never had replaced parts failing prematurely. Yes, the cost of replacement spares for the Duster are what they are - quite a few members opine that the sticker price is high. I never had injector failures - parts that were replaced were always due to normal wear and tear.

The exceptions being the hazard switch and aircon airflow direction control mechanism. But then, once replaced, I never had repeat failures.

The SAs were also prompt in completing the servicing within the estimated time and they always did revert if an additional activity (including part replacement) was involved. In all, I have had only a good experience and my vehicle ran fault-free and care-free during so many long distance trips done at short notice, mainly because of their good maintenance support.

The OP concludes that the Steering Lock Assy had a manufacturing defect - I would be a bit more cautious before reaching that conclusion. Also, regarding the delays - did he escalate the matter? Trident Whitefield has a fairly effective system, as I do recall.

I sympathise with the OP on the large repair bill for replacement of the Steering Lock Assy. Just a point on the battery - a four year old battery will give up the ghost soooner than later. There may have been early signs of the same which perhaps the OP missed. Else, its probable that a timely battery replacement may have obviated the Steering Lock Assy going kaput (if it was a factor at all, that is).