Pajero Owners Club of South Africa

Hi,

Can anyone help me with the email address of customer service at Mitsubishi?

This is what happened:

On the 13th of December 2010 I took my Pajero in for its 180000km service. The service advisor was Ferdi Kgampe. I asked him to please have everything checked on the vehicle as we were on our way for a 3 week trip through Botswana and Namibia.
Paying over R5000 for the service I was looking forward to the trip as I was assured everything has been thoroughly checked on the vehicle.
On the second day in Botswana while on a game drive, I heard scratching noises on the middle man of the 2 track road. Upon investigation, I saw that the front belly plate (protecting the air conditioner and engine) was hanging loose. I also noticed that the second belly plate just behind this one was completely missing. These 2 protection plates were held together by the same bolts. The bolts were completely missing. I immediately realized that these bolts were never tightened properly after the service. In order to drain the oil, the second plate needs to be removed. Being hundreds of kilometers away in the bush, we did the best we could and fixed the first plate (attached it with cable ties) and used a camo box cover in place of the second plate. I was not a happy customer!
The following day on our way from Moremi to Chobe, the cover protecting the fuel tank also came lose. Luckily this time around I picked it up early and was able to replace 5 missing bolts! It got only damage at the rear end where it had a slight torn.
Upon our return, I immediately reported this to Ferdi on the 10th of January 2011. His words “don’t worry Mr van Zyl, we will fix it”. I also asked him who was the responsible technician for my car’s service on the 13th of December and his response was he will find out. The car was booked in on the 12th of January. The service was not completed on that day and I was given a loan vehicle for the day.
I was a satisfied customer and told everyone of the good service.
On the 13th of January I went to pick up my Pajero. To my shock I was handed a bill of R8202.90. This was for the 187500km service PLUS they added the cost of all the protection plates. I explained to Ferdi that I am not prepared to pay for the missing/damaged plates as this was caused by negligence on their (technician) side.

He then asked me to discuss this with the Service Manage, Paul Venter. After I explained the situation to Paul, his immediate reaction was that it is my fault due to the fact that I used the vehicle on bad roads. His next comment was that if I do not pay in full, he will remove all the replaced plates, which they did. He also commented that they do not remove the tank cover during service. I asked him if they do not check the bolts during service, his comment “no, we do not check”. This after I specifically asked to have everything checked!
I have been a very keen supporter of Pajero and Mitsubishi and have driven Pajero’s for the past 11 years. This kind of service I have never experienced before. It is totally unexceptional to me. This incident was caused by negligence during the service and nothing else.

Gerrit

Although I do not want to be seen as a campfighter for any party at this stage. Just some comments on your post.

I have also had protection plates vibrate loose on corrugated roads in the past. This is a fact of life unfortunately. The tank plate is strange as mine has never ever ratlled loose. Furthermore I believe that the dealers use a system where they actually suck the oil from the dipstick filler or something when doing an oil service, so it is very possible that they did not in fact remove or check the belly plates as stated by them.

I have serviced my vehicle at Mitsu Midrand for a long time and although not always top notch and getting very expensive lately, they have always been upfront and accomodating. I might not agree with their policies of replacing wiper blades as easily and charging me horrendous labour rates for doing it, but overall I believe they have never given what you call 'Bad Service' to me.

CATS

Gerrit wrote:This incident was caused by negligence during the service and nothing else.

I have sympathy with your problem ....

.... but ....

You will have a difficult time proving that the workshop was negligent.
How many bolts and nuts are there on a Pajero?
Did you really expect the workshop to check each and every one with a torque wrench?
How long would this have taken?
Were you prepared to pay for this?
The items include in a 180000 km service are listed. If you wanted more done than that, you could and should have asked for them specifically.
Generalities such as "check everything" are not instructions, nor will it stand up in a court of law.

The bolts were completely missing. I immediately realized that these bolts were never tightened properly after the service.

That will be difficult to prove.
3-week trip through Botswana and Namibia? That puts a lot of strain on the vehicle and you could have checked some items yourself?

In order to drain the oil, the second plate needs to be removed.

Most workshops don't drain via the sump plug - they remove the old oil by suction.
The second bottom plate could have come off in the drive, or it could have been missing for years.

Hi Cats/Gerhard,

Thanks for the reply.

I am mostly upset in the way the situation was handled. With the words "don't worry, we will fix it" by the service advisor and then getting a huge invoice. Not once did he phoned me giving me an estimate?

Am I expecting to much from a full service to check if the bolts holding the belly plates is tightened?

When I got there on Wednesday, the Pajero was on lifts and they did drain the oil from the sump plug. I don't know if this is standard procedure?

Regards
Gerrit

Gerrit,

In spite of the valid comments above, you have all right to be dissatisfied.

If the service agent was at all concerned with the fact that you depended on them to prep the vehicle for a long hard road, the least they could do is advise you how to check it out on the road.

Also they sould not lead you to think they'll "sort it out" ant then hit you with the bill. They should have sorted out responsibilities BEFORE fixing it.

But then I agree that you will find it difficult to prove negligence from the service supplier, as described above.

My advice is to get yourself another service supplier who actually understands the needs of a client with an off-road vehicle, and further to acquaint yourself with basic "bush-mechanics" - i.e. servicing and checking your vehicle in the bush. Especially now that it is properly run in, and even getting a bit older... The members are building up a database of competent service suppliers here: https://www.pajeroclub.co.za/forum/view ... =suppliers

Hope you still have tons of fun out of this very competent car of yours!

Anton

tonton wrote: In spite of the valid comments above, you have all right to be dissatisfied.

But then I agree that you will find it difficult to prove negligence from the service supplier, as described above.

Hope you still have tons of fun out of this very competent car of yours!

Agreed on above as well! - All I am saying is that a general statement like 'Mitsubishi Midrand- Bad Service' might not be accurate as I can vouch for the opposite, but agreed, they could have communicated better with you.

Also while you are fitting new belly plates. Do yourself a favour and fit proper ones from a place like http://www.lynx4x4.co.za and ditch the factory useless ones. Might even work out cheaper.

By the way, have you checked if some of those items are not covered by some part of your insurance policy?

CATS

tonton wrote:Gerrit,

In spite of the valid comments above, you have all right to be dissatisfied.

If the service agent was at all concerned with the fact that you depended on them to prep the vehicle for a long hard road, the least they could do is advise you how to check it out on the road.

Also they sould not lead you to think they'll "sort it out" ant then hit you with the bill. They should have sorted out responsibilities BEFORE fixing it.

But then I agree that you will find it difficult to prove negligence from the service supplier, as described above.

My advice is to get yourself another service supplier who actually understands the needs of a client with an off-road vehicle, and further to acquaint yourself with basic "bush-mechanics" - i.e. servicing and checking your vehicle in the bush. Especially now that it is properly run in, and even getting a bit older... The members are building up a database of competent service suppliers here: https://www.pajeroclub.co.za/forum/view ... =suppliers

Hope you still have tons of fun out of this very competent car of yours!

Anton

Thanks for the link Anton. Lots of service providers in the Western Cape , not that much in Gauteng however
Yes, agree, it would be difficult to prove negligence. I am for sure looking at another service provider for future services.

I will definately still have lots of fun in my Pajero!

Gerrit

CATS wrote:

tonton wrote: In spite of the valid comments above, you have all right to be dissatisfied.

But then I agree that you will find it difficult to prove negligence from the service supplier, as described above.

Hope you still have tons of fun out of this very competent car of yours!

Agreed on above as well! - All I am saying is that a general statement like 'Mitsubishi Midrand- Bad Service' might not be accurate as I can vouch for the opposite, but agreed, they could have communicated better with you.

Also while you are fitting new belly plates. Do yourself a favour and fit proper ones from a place like http://www.lynx4x4.co.za and ditch the factory useless ones. Might even work out cheaper.

By the way, have you checked if some of those items are not covered by some part of your insurance policy?

CATS

Hi Cats,

Yes, the plan is to replace them with proper belly plates. I already contacted Charlie at Lynx 4x4.
Also to have the suspension replaced with Old Man Emu.

Gerrit

Gerrit wrote: Thanks for the link Anton. Lots of service providers in the Western Cape , not that much in Gauteng however
Yes, agree, it would be difficult to prove negligence. I am for sure looking at another service provider for future services.

I will definately still have lots of fun in my Pajero!

Gerrit

The Gauteng guys "swear by" MITSPRO (Apparently near Centurion).

Anton

tonton wrote:

Gerrit wrote: Thanks for the link Anton. Lots of service providers in the Western Cape , not that much in Gauteng however
Yes, agree, it would be difficult to prove negligence. I am for sure looking at another service provider for future services.

I will definately still have lots of fun in my Pajero!

Gerrit

The Gauteng guys "swear by" MITSPRO (Apparently near Centurion).

Anton

Thanks Anton, will give them a try.

Gerrit