This is Mr Verrelli,  asking that  you summarise in detail the following email trail between LDV Australia and  "me" Mr Verrelli;  including all the questions and request I asked by "me" Mr Verrelli and the answers provided  by LDV Australia to each question or request I made, and if answered or not, provide detail;  Then separately prepare a letter  that  "me" Mr  Verrelli  will  be sending to Fair trading NSW asking them to investigate  all the issues I have raised but ignored by LDV  Australia.  Include all other essential information required for "me" Mr Verrelli to lodge this complaint to NSW Fair Trading:   
{On Wed, 7 Jun 2023 at 17:15, LDV Customer Relations <CustomerRelations@ldvautom otive.com.au> wrote:
Good Afternoon Mr Verrelli,
Thank you for your time on the phone yesterday.
I wish to reiterate our conversation and the information previously provided by both myself and the dealer team at Parramatta.
We have addressed your questions by via email and telephone conversation.
The dealer team as a matter of process will and have advised, should your vehicle be determined not to have a fault of manufacture present, there will be a diagnostic fee charged
for time/labour.
If there is no fault of manufacture found with your vehicle, there is no diagnostic fee to be paid.
We have been quite clear on this point.
We note our vehicle was last reviewed in September 2022, to which you confirmed yesterday. At that time a software update for the infotainment unit was completed.
As you have advised these concerns have returned or still remain, you will need to book your vehicle in at your earliest convenience to the authorized LDV dealer of your choice. This
will allow us the opportunity to fully diagnose your concerns and move forward to repair.
You may continue to work with Parramatta LDV, you may return to the selling dealer Lansvale LDV or may wish to attend Macarthur LDV which is where Jamie Procopio is now
working. As per our conversation, you advised that Jamie has previously reviewed your vehicle.
We respectfully disagree that you have been declined assistance to review and resolve your vehicle and encourage you to book in accordingly so we may proceed.
We understand you may have your reservations about the decision; therefore, you may wish for an independent assessment or obtain advice from Fair Trading, who are impartial.
Kind regards,
<PRESIDIO_ANONYMIZED_PERSON>
CUSTOMER RELATIONS SPECIALIST
LDV AUTOMOTIVE AUSTRALIA
P 1800 709 832 |
E <PRESIDIO_ANONYMIZED_EMAIL_ADDRESS>
www.ldvautomotive.com.au
From: Rocco Verrelli <rlverrelli@gmail.com>
Sent: Thursday, June 1, 2023 1:51 PM
To: LDV Customer Relations <<PRESIDIO_ANONYMIZED_EMAIL_ADDRESS>>
Subject: Re: LSFAM11AXMA044800 | Re: Lack of Acknowledgement and Resolution of Complaint – Vehicle Faults and Unacceptable Customer Service - LDV T60 - Vehicle Reg.
ENL76J
Dear <PRESIDIO_ANONYMIZED_PERSON> Customer Relations Team and the Manager at LDV Automotive Australia,
I acknowledge your response thus far in addressing my concerns. However, I must express my disappointment and frustration with the lack of
direct answers to my questions and requests in your email. It seems that LDV Australia is following the same pattern as LDV Parramatta,
disregarding my previous arguments and requests and failing to address the issues I have raised.
Firstly, I would like to clarify my position regarding the proposed inspection and diagnosis fee. I believe that these issues fall under the
manufacturer’s warranty, as they have been acknowledged by LDV Parramatta during their previous servicing of the vehicle. Therefore, I strongly
disagree with any fees being imposed on me for the review of these warranty-covered issues. I urge LDV Australia to provide clear assurance that
no fees will be applied during this process.
Furthermore, it is evident from my email trail that there are several unanswered questions and unaddressed requests that I have raised with LDV
Parramatta and LDV Australia. I kindly request that you specifically address each of these outstanding matters in detail:
1. I strongly disagree with the $165 inspection and diagnosis fee and expect all warranty issues to be fixed immediately. Please provide a direct
response to this request.
2. I have asked Mr Lynch to fix the items I identified as warranty issues and to provide a detailed reason in writing for each item that is
considered non-warranty. Please address this specific request.
3. I have held LDV Parramatta and Mr Lynch liable for any accidents resulting from the vehicle’s defects and suggested they notify their insurer.
This concern has not been addressed. Please respond to this matter. I now also hold LDV Australia and SAIC Motor liable for the same reason unless
this matter is immediately resolved.
4. I have requested the contact details of the company’s general manager and directors multiple times. Mr Lynch has ignored this request, and
LDV Australia has also failed to provide this information. I expect a direct response to this request and the provision of the requested contact
details.
5. I have reiterated the urgency of resolving the issues and expressed my dissatisfaction with the lack of transparency and poor customer service.
These concerns have not been directly addressed. I request a specific response to these concerns.
6. I have previously stated and would like a response to the fact that the car is not fit for its intended purpose, which was raised in my email
communication with Mr Lynch. It is crucial that LDV Australia and SAIC Motors acknowledge responsibility for the manufacturing faults in the
vehicle and fulfill their obligations to rectify these issues. I request that you specifically address these concerns which make the car unfit for its
intended purpose and provide a suitable response.
7. I am unable to utilise the vehicle's features for their intended purpose due to their dysfunctional and faulty nature. This renders the vehicle
unsafe and hazardous to drive when utilizing the built-in features, including screen-related functions and associated electrical functions. These
issues include screens intermittently changing colours to purple and black while driving, Bluetooth and iPhone connectivity resetting randomly and
becoming unusable while driving, and screen settings resetting unexpectedly and losing data, among others. Despite listing these problems, they
have been disregarded. LDV Australia and SAIC Motors must acknowledge these individual issues and provide a suitable explanation as to why I
am unable to use the vehicle's features without endangering myself or violating road regulations, particularly when it comes to using features like
the phone while driving. These concerns have not been directly addressed. I request a specific response to these concerns.
8. Your response, which replicates Mr. Lynch's reply, suggests that I contact roadside assistance if I believe the vehicle is unsafe to drive. By
repeating this statement, you are attempting to evade your legal responsibilities as the manufacturer and transfer the responsibility for the
inherited vehicle faults to me. By advising me to refrain from using the faulty features, you are denying me the product I purchased and
contradicting the vehicle's intended use. I purchased this LDV vehicle for its specific features, but their malfunctioning renders it unsafe and
dangerous. Your rationale is akin to selling a vehicle without features, adding them later, and compromising safety. I request that you specifically
address these remarks, which render the car unfit for its intended purpose, and provide a suitable response.
9.Mr. Lynch's declaration during our call on 10/05/2023, implying that my car faults aren't covered under warranty because "that's just how you
bought it," is unacceptable. It raises concerns about the car's standards. I feel LDV is using intimidation techniques and is acting like a bully,
expecting me to pay for assessing and fixing warranty-covered issues. I request that you specifically address these issues which make the car
unfit for its intended purpose and provide a suitable response.
10. I informed Mr. Lynch that Mr Jamie Procopio, the Service Manager before Mr Lynch, He was helpful and sympathetic regarding these warranty
issues. Mr. Procopio said to me he was in discussions with higher management to fix the problems. He confirmed that other LDV T60 vehicles
faced similar issues, attributed to a manufacturing problem rendering the car unfit for its intended purpose. Acknowledging this manufacturing
problem and honouring the warranty is essential for maintaining goodwill. Despite mentioning my agreement with Mr. Procopio, Mr. Lynch ignored
it. I expect a response specifically addressing this arrangement which has now been broken by LDV.
It is crucial that LDV Australia and SAIC Motors acknowledge their responsibility for the manufacturing faults in the vehicle and fulfill their
obligations to rectify these issues. LDV Australia should not ignore their obligations and should not replicate the unsatisfactory customer service
provided by LDV Parramatta.
13/06/2023, 17:51 RE: LSFAM11AXMA044800 | Re: Lack of Acknowledgement and Resolution of Complaint – Vehicle Faults and Unacceptabl…
https://mail.google.com/mail/u/0/?tab=rm&ogbl#label/Complaints%2FLDV/WhctKKXwzsmmmqdcSsLRkxsfVXwHzhWltnsxpTghrLWfRGGCHcTXZ… 2/3
I implore LDV Australia to consider the persuasive arguments and evidence I have presented and to fulfill their obligations to a loyal customer who
has experienced significant distress due to these ongoing issues.
I look forward to a resolution in which the vehicle faults are fixed under warranty without expecting me to pay the fees. Alternatively, I expect
your prompt and comprehensive response, addressing all of the outstanding matters I have raised. I hope that we can reach a satisfactory
resolution and restore my faith in LDV Automotive Australia and SAIC Motor Corporation Limited.
Regards,
<PRESIDIO_ANONYMIZED_PERSON>
On Wed, 31 May 2023 at 07:44, LDV Customer Relations <<PRESIDIO_ANONYMIZED_EMAIL_ADDRESS>> wrote:
Good Morning Mr Verrelli,
If there is no fault of manufacture found with your vehicle, there is a diagnostic fee to be paid.
If there is a fault of manufacture found with your vehicle, there is no fee to be paid.
The team at Parramatta have advised they have a booking available to review your vehicle 26/6/23.
So we can assist further, you will need to book your vehicle in at your earliest convenience to any authorized LDV dealer of your choice in the network. The link below will assist in
locating the dealers in our network.
This will allow us the opportunity to fully diagnose your concerns and move forward to repair.
Kind regards,
<PRESIDIO_ANONYMIZED_PERSON>
CUSTOMER RELATIONS SPECIALIST
LDV AUTOMOTIVE AUSTRALIA
P 1800 709 832 |
E <PRESIDIO_ANONYMIZED_EMAIL_ADDRESS>
www.ldvautomotive.com.au
From: Rocco Verrelli <rlverrelli@gmail.com>
Sent: Tuesday, May 30, 2023 8:41 PM
To: LDV Customer Relations <<PRESIDIO_ANONYMIZED_EMAIL_ADDRESS>>
Subject: Re: LSFAM11AXMA044800 | Re: Lack of Acknowledgement and Resolution of Complaint – Vehicle Faults and Unacceptable Customer Service - LDV T60 - Vehicle Reg.
ENL76J
Dear <PRESIDIO_ANONYMIZED_PERSON>,
Re: Unresolved Complaint – Vehicle Faults and Unacceptable Customer Service - LDV T60 Vehicle Reg. ENL76J
Regarding your email response dated 30 May 2023, I welcome your efforts in dealing with my concerns. However, find the proposed resolution unclear and misleading. Although you
have not explicitly stated that I will be charged for the review of the faults listed, your email implies that the fee will still apply. This is consistent with what I have been repeatedly
told by Mr Lynch, causing me significant stress, anxiety, and frustration.
My primary objective is to have the warranty-covered issues with my LDV T60 permanently resolved. These issues were raised and acknowledged by Jamie Procopio, Peter Lynch's
predecessor. The reason for my dissatisfaction with LDV Parramatta stems with Mr Lynch's handling of my case and his disregard for my concerns and attempts to impose
unnecessary fees. As I have detailed in my email trail, I first raised these concerns with LDV Lansvale, and later with LDV Parramatta, who confirmed that they were covered under
warranty during their servicing of the vehicle, yet the problems persisted.
While I understand your explanation regarding the inspection fee, I kindly request clear assurance that no fee will be applied during this process, given that the faults have already
been acknowledged and are supposed to be covered under the manufacturer's warranty. I believe LDV Australia is aware of these common inherent issues with this vehicle.
My principal concern is the prompt resolution of these problems with my vehicle, addressing the listed warranty faults, with the assurance that no fees will be imposed. I am eager to
move forward with this resolution and with clear and transparent communication with LDV Australia.
Thank you for your attention to this matter, and I look forward to hearing from you soon.
Regards,
<PRESIDIO_ANONYMIZED_PERSON>
On Tue, 30 May 2023 at 09:34, LDV Customer Relations <<PRESIDIO_ANONYMIZED_EMAIL_ADDRESS>> wrote:
Good Morning Mr Verrelli,
Thank you for your patience whilst we discuss you case with the team at Parramatta.
Peter Lynch has advised your vehicle has not been declined review. The process for the dealer team is to advise there is a diagnose/inspection fee applicable if it is determined there
is no fault of manufacture found.
Fees are not applicable if it is determined there is a fault of manufacture present, however if there is no fault of manufacture determined, fees are applicable for time spent in
diagnostics. This process is indicative of the automotive industry.
We note that if you feel your vehicle is unsafe to drive you may access the Roadside Assistance policy which is available whilst your vehicle is within the manufacturer’s warranty
period. Roadside Assistance team is available by dialling 1800 709 832 option 1.
The team at Parramatta have advised they have a booking available to review your vehicle 26/6/23.
Whilst we understand that repairs to your vehicle are not desirable, the warranty that is included in the purchase of your vehicle is for the purpose of repairing any manufacturing
concerns.
So we can assist further, you will need to book your vehicle in at your earliest convenience to any authorized LDV dealer of your choice in the network. The link below will assist
in locating the dealers in our network.
This will allow us the opportunity to fully diagnose your concerns and move forward to repair.
Kind regards,
<PRESIDIO_ANONYMIZED_PERSON>
CUSTOMER RELATIONS SPECIALIST
LDV AUTOMOTIVE AUSTRALIA
P 1800 709 832 |
E <PRESIDIO_ANONYMIZED_EMAIL_ADDRESS>
www.ldvautomotive.com.au
From: LDV Customer Relations
Sent: Monday, May 29, 2023 8:39 PM
To: Rocco Verrelli <rlverrelli@gmail.com>
Subject: RE: LSFAM11AXMA044800 | Re: Lack of Acknowledgement and Resolution of Complaint – Vehicle Faults and Unacceptable Customer Service - LDV T60 - Vehicle
Reg. ENL76J
Good Afternoon Mr Verrelli,
13/06/2023, 17:51 RE: LSFAM11AXMA044800 | Re: Lack of Acknowledgement and Resolution of Complaint – Vehicle Faults and Unacceptabl…
https://mail.google.com/mail/u/0/?tab=rm&ogbl#label/Complaints%2FLDV/WhctKKXwzsmmmqdcSsLRkxsfVXwHzhWltnsxpTghrLWfRGGCHcTXZ… 3/3
Thank you for contacting LDV Australia.
We have shared your correspondence with the dealer team for review and response.
Kind regards,
<PRESIDIO_ANONYMIZED_PERSON>
CUSTOMER RELATIONS SPECIALIST
LDV AUTOMOTIVE AUSTRALIA
P 1800 709 832 |
E <PRESIDIO_ANONYMIZED_EMAIL_ADDRESS>
www.ldvautomotive.com.au
From: Rocco Verrelli <rlverrelli@gmail.com>
Sent: Monday, May 29, 2023 2:13 PM
To: LDV Customer Relations <<PRESIDIO_ANONYMIZED_EMAIL_ADDRESS>>
Subject: LSFAM11AXMA044800 | Re: Lack of Acknowledgement and Resolution of Complaint – Vehicle Faults and Unacceptable Customer Service - LDV T60 - Vehicle Reg.
ENL76J
Dear Customer Relations Team and Management at LDV Automotive Australia,
I am writing to follow up on my previous email, dated May 23, 2023, regarding the ongoing issues with my LDV T60, Vehicle Reg. ENL76J. It
has now been 6 days since I lodged my complaint detailing the persistent issues with my vehicle and the unsatisfactory customer service
provided by the LDV Service Centre in Parramatta.
Despite the urgency of the matter and the serious safety concerns I have expressed, I have not received any response, nor have I even
received a courtesy of an acknowledgment of my complaint. This lack of communication is highly disappointing and unacceptable and does not
reflect positively on your organisation. It is further contributing to my increasing frustration and anxiety surrounding the vehicle’s problems.
I expect LDV Automotive Australia to take my complaint seriously and take immediate action to ensure a prompt and satisfactory resolution.
The repair of my vehicle should be treated as a matter of urgency, and I request that no further unnecessary fees be imposed during the
process.
In addition to addressing the listed issues, I require a written response within the next 48 hours outlining the actions that will be taken to
address and resolve these major faults. It is crucial that LDV Automotive Australia demonstrates a commitment to customer satisfaction,
safety, and adherence to consumer rights.
Please treat this matter with the urgency it deserves and respond promptly.
Regards
<PRESIDIO_ANONYMIZED_PERSON>
On Tue, 23 May 2023 at 11:40, Rocco Verrelli <rlverrelli@gmail.com> wrote:
Dear Customer Relations Team and Management at LDV Automotive Australia,
I am writing to lodge a formal complaint regarding my ongoing issues with my LDV T60, Vehicle Reg. ENL76J, for which I have been dealing
with the LDV Service Centre in Parramatta. Despite numerous attempts to resolve the listed faults under my car’s warranty and multiple
communications with the Service Centre, I am yet to receive an acceptable solution or satisfactory customer service.
My initial contact with the Service Centre was to repair issues that have persisted since taking delivery of the vehicle, and to address
additional faults that have since developed. Throughout my interactions with the Service Centre, I have been met with a consistent lack of
communication, blatant disregard for my concerns, and an unwillingness to provide appropriate solutions to the problems.
In particular, Fixed Operations Manager Peter Lynch has refused to address the specific matters and concerns I have raised, opting instead
to impose an unnecessary $165 diagnostic fee per item, despite these issues falling under the manufacturer’s warranty. He has also
persistently avoided providing direct contact details of the general manager and directors, further hindering my attempts to resolve the
matter.
I have documented all the communication with Peter Lynch and the LDV Parramatta Service Centre in this email trail (as attached).
The issues I am experiencing with my vehicle, which have not been resolved under warranty, are as follows:
1. Poor-quality camera/video image display.
2. Poor-quality phone apps display.
3. Malfunctioning blinker control, camera, and GPS app systems.
4. Repeated saved settings resetting to factory defaults.
5. Defective rain sensors.
6. Defective intermittent speed function of wipers.
7. Poor-quality AM radio reception.
8. Repeated failure of Bluetooth phone connection.
9. Repeat disappearing saved phone numbers and contacts.
10. Defective time keeping clock display.
11. Volume resetting upon every ignition.
12. Display screen, GPS, and display control intermittently turning black.
13. Entertainment system disconnection.
14. Intermittent malfunctioning cruise control.
15. Intermittent rough transmission
16. Intermittent lag during take-off
17. Misaligned roller cover latch fitting
18. The display screen turned purple rendering no access to the display controls.
These issues have led to dangerous and life-threatening situations for my safety and the safety of other road users. The vehicle is clearly not
fit for its intended purpose, and the LDV Service Centre is denying me my consumer rights by refusing to address the listed faults.
I request that LDV Automotive Australia take my complaint seriously and escalate the matter, ensuring a prompt and appropriate resolution
for the listed issues. I also ask for assurance that the repair of my car will be undertaken as a matter of urgency and without imposing any
further unnecessary fees.
I look forward to hearing from you in writing as to the actions you will take to address and resolve these major faults.
Regards,
<PRESIDIO_ANONYMIZED_PERSON>}