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.