Incorrect Fuel Dispensed at Zenex Garage

Summary of Incident

Have you ever experienced any sort of poor service at a garage? Perhaps you asked for 93 unleaded petrol and received a tank of diesel?  Requested R50 of 95 Unleaded and was billed for R95 because that was what the attendant thought you asked for? Have you ever had oil mistakenly poured into your water tank due to poorly trained staff? Well many people have responded to my complaint posted on Hello Peter (http://hellopeter.com/engen-petroleum/complaints/incorrect-fuel-dispensed-1009825) with similar if not more horrendous incidents. It seems that these unfortunate occurances are more common than we realise, and although not life threatening, can be very frustrating. Before I get into my specific incident, I would like to emphasize that the purpose of this article is not to insult or belittle the staff at any garage, I hold the proprietor of the garage totally responsible for the level of service. Most staff are usually friendly and polite but not well trained, which is not their fault.

About Hello Peter
(http://hellopeter.com/)
This is a site that allows consumers to comment about poor and good service. Companies can respond to the complaints and defend their position or rectify the issue to the satisfaction of the customer. As this is my first post on this site I cannot at this point rate its effectiveness, however I do feel it provides a neutral and open forum for both consumers and service industries to resolve issues or perhaps pat each other on the back. The site emphasizes that it doesn't condone slanderous or vulgar assaults on companies and in order to post an account must be created. This is very important as you must be accountable and contactable regarding your post. Often people are angry and emotional after bad incidents and want to lash out, but how productive would this be? Hello Peter fosters keeping to the facts as honestly as you can describe them, in order to get an equally respectful response from the company in question. 

I posted this summary on Hello Peter on 12/02/13.

"On the 02/01/13 at around 5am I requested a full tank of 95 unleaded petrol at Zenex, Lenchen Street, Centurion. I went into the store to purchase some things for my trip back to Durban. The service attendant on duty had however incorrectly filled 93 unleaded, which at this point was unbeknown to me. Upon returning to my vehicle I also noticed he took very long to remove the pump and my car was standing in a puddle of fuel, as he had overfilled the tank, the attendant seemed very inexperienced in his capacity. I then checked to see that the overflow had stopped and resumed my journey. As I merged onto the N1 my vehicle began to stall and lose power, the engine fault light also came on, afraid to drive the vehicle further, I called Peugeot Assist, who advised me that my model car ( Peugeot 207) does not take well to 93 Unleaded and I should drive slowly to the nearest Peugeot workshop. On route to Woodmead, the car failed several times and lost power on the freeway. This was very stressful as I am a single mum driving with a young child. Peugeot drained out the petrol and re-set the on-board computer, I also had to re-fill my tank. Zenex has refused to accept responsibility and have not reimbursed me for any damages incurred."

I have to admit this incident really did "grind my gears" (excuse the pun) and made me lose half a days worth of travelling time, on my way down to Durban from Gauteng. Not to mention the trauma of my almost brand new car failing on the N1, with only my young daughter and miniature dachshund with me. It was not the way I wanted to enter the New Year, but thankfully I managed to get to a Peugeot Workshop and sort out the problem, then resumed my journey to Durban. My sister who lives close by the garage reported the incident to the owner, who requested that I send through all receipts via email and promised he would look into it. 

I then forwarded the fuel receipt (indicating ULP 93) as well as the Peugeot invoice listing the resulting costs from the incorrect fuel. I also suggested the CCTV footage be viewed to verify  the events as well as the overfilling and poor service. I received a very short single sentence reply, stating that in actual fact ULP 95 was filled and my receipt reflects 93 due to an error of the cashier. Apparently no one informed my car engine!! I was really disgusted that the proprietor would use such a weak defense to try to wangle out of his ethical duty to reimburse me. I retorted via email, mentioning that my vehicle was perfect before entering his garage, and started having engine trouble immediately after filling fuel. I also mentioned that after Peugeot had removed the fuel, and ULP 95 was filled, the car was restored to its original condition and I drove back to Durban without further problems. Was the owner implying that this all just coincidence? Or that I fabricated this story to deliberately inconvenience myself?

It made me feel really helpless and I wondered how many others like myself, particularly women, have fallen victim to these garages who don't want to take responsibility for damages inflicted by poorly trained staff.

Engen Petroleum responded on Hello Peter the same day, which gave me hope that perhaps I would get reimbursed. I was also impressed when I was contacted by their customer service department assuring me that the matter is being investigated and I should send through all receipts. That was in February 2013, its been over a month since their correspondence with me and 3 months since the actual incident, yet nothing has been resolved. I have emailed customer service with my reference number asking if any progress has been made, but was told they would let me know. 

How Did Zenex Garage(Lenchen Street) Fail Me as the Consumer?

• Allowing inexperienced staff to handle my vehicle.
• Quick dismissal and indifference of owner to my service related issue.
• Poor after sales service.

What can we Learn?

Most service stations in America are self-service, which in a small way makes me grateful for the fact that in SA we have attendants to assist us to the extent that we never have to get out of our vehicles. But after this incident, I almost wish I had filled my car myself which would have avoided the wrong fuel being administered. If the owners blatant denial that the attendant filled the wrong petrol, lends to the idea that perhaps I should have been more vigilant when the attendant was in the process of filling the fuel, then it implies that the onus rests on the customer to ensure correct instructions are being carried out. Why stop at fuel? Then we should check the correct brand and grade of oil is filled in the right tank, the right tyre pressure is adhered to, the correct Rand amount is being typed into credit card machine and all caps have been replaced before driving off. 

I guess it would be more responsible to do all the above, but how many of us do, and how practical is it? Most people at a garage tend to zone out, think of the traffic, the journey ahead, chat to passengers, text, draw cash or visit the convenience store. Personally if I am to allow attendants to service my vehicle at my own risk, then I would like a huge sign stating such and I'm not talking about the obscure little one that states "Enter this property at your own risk and owner will not be held responsible for any damages". This to me covers the unlikely events of a boulder falling out of the sky or a truck dropping its load of Coke on you. It does not cover staff that are there to specifically to cater to you, the very basic function of a service station.

• As your car is possibly your second most valuable asset after your home, be more aware of what is being done to your vehicle at a garage.
• Speak clearly as to what you want, to avoid misunderstanding, clarify and repeat instructions to the attendant. This may seem laborious but will avoid stupid mistakes that has costly repercussions for you.
• Take note of the grade of fuel, the Rand value filled etc.
• Always keep your receipt!!! It is your only proof of the transaction and you never know when you will need it. The name of the person you dealt with is sometimes on the receipt should you need to query something after a few days later.

My Loan with Direct Axis via Sanlam

Summary of Incident

I have various policies and investments with Sanlam, and wish to state early in this article, that the following does not pertain to the service I received from them. I have been extremely satisfied and often pleasantly surprised by Sanlam's quick and professional response to any of my queries.  In 2011 I was sent an email from Sanlam stating that I have been pre-approved for a loan, after calling the number given for more information, I realised I had reached the Direct Axis call centre. The agent was very polite and efficient, and facilitated my loan amount with ease, due to the reference number of my pre-approval I quoted from Sanlam. The allocated funds were deposited into my account within a few days.

Initially this experience with Direct Axis was very positive and I paid my installment promptly and        and consistently ever since as I do with all my accounts. At the close of 2012, the private college I worked for, for the last 4 years closed suddenly due to criminal charges laid against the owner. Most staff now faced a sudden loss of income, unemployment and retrenchment. Due to the nature of the closure and lack of moral fibre of the proprietor of the college, staff had no further income, no benefits, no severance pay, no claim to unemployment and had not been formally retrenched. My options looked bleak, as a single mother I was very reliant on my month to month income.

 While applying frantically for positions, I looked at my projected budget for the next 3 months and decided to act proactively. I worked out my expenses on the assumption that I may not get a job as soon as I may hope, and weighed this amount against my savings, which I now had to live on. I made a list of all my large fixed expenses like my vehicle, insurance, loans, policies and accounts and began calling companies to find out what arrangements could be made to halt or reduce my monthly payments due to my unfortunate circumstances for at least the next 3 months. Many companies had a system in place to accommodate me, Sanlam being the most efficient, other companies offered little assistance due to the fact that I had no formal letter of retrenchment and some allowed me to pay a reduced amount but stated my account will go in arrears.

When I approached Direct Axis in January 2013, I was forwarded to a consultant who deals with special payment arrangements. I asked what my options are regarding a halt in payments for just 3 months. The consultant asked if I wanted to approach their insurers/underwriters to handle this, but I asked if my lack of a formal retrenchment letter will hinder this route. She seemed vague on what my options were and requested I send through a letter of motivation, my appeal to CCMA and some other docs. I forwarded these to her within a day. I had not been contacted by the consultant and began wondering if the request had been received or processed I contacted the call centre again and asked to speak to the consultant by name, but was told she was busy and would call me back, still no response was forthcoming. In February, my loan installment was deducted as usual, eating into my already limited living reserves. I decided rather than waste more airtime on long call centre queues, I would assume the arrangement would probably be implemented in March. Much to my dismay, the March installment was also debited from my account. I then sent a formal letter of complaint via email to the department I initially sent my information to, stating how poor the response has been to my request.

To add insult to injury, a sales representative from Direct Axis contacted me during this time to offer me yet a further loan on my existing one, regardless of my financial position, which basically tells me that nothing on my profile had been flagged to indicate my unemployment status. This shows a poor communication system, within a company that seeks its own fulfillment rather than abide by responsible credit offering laws stated in the new credit act.

Soon after my mail I was contacted telephonically by the consultant in question, her tone was stern and she sounded very put-off by my remarks. She then asked me to refresh her memory about my request, then stated that I chose not to approach their insurers and no other option was open to me. Her tone was most antagonistic and she didn't appear in any way to have my interest at heart. She then proceeded to mention, that the installments were being debited successfully so that indicates I did have funds available. I then mentioned that the funds that was in my account was allocated for my rent, she then condescendingly asked if the loan payment was not considered as important as my rent. I found this level of arrogance and indifference toward my very simple request for assistance and information from such a large company unacceptable. After the consultant spoke to her superior, she then called me back offering a reduced payment, since the crucial period I required help had now passed, I saw no reason in accepting Direct Axis' meager resolve.

How did Direct Axis fail me as the Consumer?

• Withholding information as to my options or failing to explain clearly the most suitable route to take in my specific situation.
• Poor or no feedback to my initial request and submission of documentation.
• Abrupt tone of consultant and responding only after a month of my initial mail.

What can we learn?

Regardless of how negatively you feel about an experience, always consider the lessons you can take away in order to educate yourself as a consumer. I learnt that companies are indeed different, and although my incident may just be an isolated case due to specific circumstances that unfolded, I hope it may help others reading this to become more savvy and diligent when taking out loans. Loan providers like Direct Axis have a very welcoming "Front Door" which are the sales agents, they welcome you in, appear helpful and friendly and you may even be thrilled to how soon those funds appear on your balance. While you are religiously paying your installments, they will continue holding you in high regard, also expect follow ups for more loans as your settlement balance reduces as a reward for your good payment history. However the minute you are unable to pay your installment, it seems as in my case I was sent to special arrangements which could be called the "Back Door" or servants entrance. As I soon realised these consultants are not as friendly or as accommodating  as the "Front Door" people. As they often want to fit people into square boxes, often when your circumstances differ from the norm, they may not be able to find a suitable solution for your specific situation, regardless of your previous excellent payment record with them. 

• Never speak to a call centre agent without a pen and paper in front of you. Write down the date, the full name of agent.
• Agents will state that the call is being recorded, that is for their security, not yours, so write down key points discussed so you can refer to it later if needed.
• When applying for a loan via a call centre, request the conditions of the loan are mailed to you - then actually read it!!!
• Ask about worst case scenarios, like retrenchment, informal retrenchment, being fired or constructive dismissal. Find out what systems are in place to offer you assistance during times of financial strain. 
• Ask about added costs, like admin, agents fees, insurance etc. It is their job and responsibility to answer all your questions and to exhibit knowledge and passion for the product they are touting, Should you feel a sense of evasiveness or lack of knowledge, it would be wise to not to sign up, as it indicates poor staff training and who knows what other shortcomings.
• Write down all follow up's on your product, dates, names etc. If you are running after a company in the early stages, consider what the service delivery would be when you run into snags.
• As a consumer you have a right to decline an agreement within the cooling off period or shop around for a company you feel comfortable with, as often you are in bed with them long term.