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The
Motor Industry Ombudsman: Johan van Vreden
Suite
156
Private
Bag X025
Lynnwood
Ridge
0040
Fax:
(012) 348 9303
e-mail:
mi.ombudsman@netactive.co.za
Website: http://www.miosa.co.za
The motor industry ombudsman has sharply
criticised auto manufacturers and importers that refuse to buy into the
concept of an independent, neutral body to determine whether or not a
customer has been treated fairly.
The
motor industry is free to choose whether they want to buy into the
concept of an ombudsman. Volkswagen, among others, are not
contractually bound to the Motor Industry Ombudsman.
"Unfortunately a small number of manufacturers and importers
steadfastly refuse to become contractually bound to the office of the
ombudsman for the motor industry," Johan said.
In other words, such vehicle owners are at the mercy of the relevant
manufacturer or importer and have no means of having their problem
"heard" by an impartial expert whose decision would be binding
on the company.
Van
Vreden said: "All banks are contractually bound to the
banking ombudsman. Why can't all motor manufacturers and importers be
contractually bound to the independent MIO?"
In
response, Bill Stephens (Communications General Manager at VWSA) said:
"Our customers are our
responsibility." "Clearly we are not perfect but we prefer to take ownership of our
customers and of any problem that should occur, together with our dealer
network." "We believe the (customer support) centre provides sufficient customer support."
"We would hope that we can reassure our customers that we have an
obligation to them... our warranty illustrates this obligation."
"We do a lot of research to monitor customer satisfaction and
benchmark ourselves," Stephens said.
"We don't feel a third
party is necessary."
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