Who dont you go and post this issue on thei Facebook page.....I am sure you will get an immediate responce .....those guys love their facebook and their immage more than their customers !

Just did Wasif

LOL....now the fun will begin !

Thank you for your support on facebook Wasif....

Least I could do ....any reactions ?

Not yet..

Sorry to hear that, bud

OK, here's one thing you can do: read http://www.consumerrights.ae/ carefully. Especially take note of this section Retailer Service Provider Responsibilities, where one of the points is: Services providers have to guarantee service quality for a period of time. If services are not carried out with due care, the service must to be provided again for free or refunded." It's from the Dubai Department of Economic Development.

The strategy is to meet the guy at the garage and calmly explain that you demand your consumer rights, and if you do not receive your rights, you will open a case against them at the Department of Economic Development, with all details, including the invoice, the photo, and record of all communication. Show them the folder you have prepared.

The point is to let them know you are really going to do this, but also give them a chance to avoid it: fix it properly or we go ahead to the Dept of Economic Development.

Assure them that the Dept takes each filed case very seriously, and they will open an investigation.

You are hoping that the garage will decide it's less hassle to fix your car properly than go through the complaint investigation.

Their argument that the USA manufacturer has to honour the warrantee of a defective product is not a plausible defense: UAE law covers the responsibility of the UAE licensed business, and they sold the product so they are responsible for the warrantee, not the foreign manufacturer. (otherwise, imagine, the UAE shop blames the USA manufacturer, they blame the importer from China, and they blame the Chinese factory that made the part, and they blame the Mongolian factory that supplied the smaller part, and they blame the Ugandan mining company that extracted the steel??? No, the business with its name on the sales invoice is the one responsible.)

Also not acceptable is their defense that the new part is not available from the USA - if that is the case they can issue a refund, as stipulated by the Dubai law.

Be polite, be firm - let them know you are serious and will go ahead with opening the case.

If they start to say OK, we'll fix it, negotiate a reasonable time frame, and that you will be there in person while they do the work - one day job, no leaving the car overnight.


Good luck! 8)

PR,

I have been thinking of it on similar lines. Every time I went back to them it was we are doing what we can.... Have patience... etc.. so the delay besides in the last month or so I have been busy myself with a lot of things going on. Anyway, most of my communication with them has been on email so I have it documented rather than just verbal.

Frankly, if they have issues with the supplier it’s not my problem, I choose "Motortech" for the services. Nevertheless, I did write to the supplier too (alloyUSA / omix-ada) who responded initially and then have been ignoring my e-mails.

I did look for the consumer rights contacts and found this as well http://www.ded.abudhabi.ae/english/pages/home.aspx which is more relevant to Abu Dhabi. Unfortunately, for some reason when I registered with them my login ID / Password had an issue and I was not able to reset it and tried to contact them to sort this issue out. Anyway, if it is not resolved I will re-register with another email id and register the complaint with them.

I don't intend calling them or going to speak to them anymore.. I have done enough of that and got responses like... busy with a customer .. calls not returned.. emails not replied.. etc..

Update...
I have registered a complaint with DED - Consumer protection and the initial response from DED has been excellent!

Wow ....poor Phil.....maybe this will be a learning experience for them in how to conduct customer relations