{Dear <PRESIDIO_ANONYMIZED_PERSON> and the Customer Relations Team at LDV Automotive Australia,
I appreciate your response and efforts 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. It is my belief 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 requested 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 that they notify their insurer. This concern has not been addressed. Please respond to this matter.
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 expected a responsible, understanding, and transparent approach to resolving the matter, which has been causing me significant distress. Please address this concern and provide a suitable resolution.

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.
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 your prompt and comprehensive response, addressing all of the outstanding matters I have raised. It is my hope that we can reach a satisfactory resolution and restore my faith in LDV Automotive Australia.
Regards,
<PRESIDIO_ANONYMIZED_PERSON>}
In regard to the above email, incorporate the items from the “2 email trail” below into my email correspondence response to Jodie Ippolito. In particular all the issues I pointed out to Mr Lynch and he ignored in the reply back to me. Incorporate them in the list of requested items that Jodie has been requested to specifically addressed.
{On Wed, 17 May 2023 at 07:40, Peter Lynch <peter@autoretailgroup.com.au> wrote:
Good morning Rocco
As per previous emails, happy to assess the vehicle for your concerns,
The is the next available date to inspect the vehicle is the 15/06/2023, just as per our policy, $165 diagnostic fee applies until items are deemed warranty by the manufacturer.
As you noted Lansvale have attempted to help you before they may be able to inspect the vehicle at an earlier date or return the vehicle to your selling which according to the LDV system was Lansvale.

Regards
<PRESIDIO_ANONYMIZED_PERSON>
Fixed Operations Manager
Parramatta Auto Centre LDV and MG
peter@autoretailgroup.com.au
Unit 1/1 River Road, Parramatta
NSW 2150
02 99338100

From: Rocco Verrelli <rlverrelli@gmail.com>
Sent: Tuesday, May 16, 2023 7:31 PM
To: Service <service@autoretailgroup.com.au>; Peter Lynch <peter@autoretailgroup.com.au>
Subject: Re: Escalating complaint – Vehicle faults and Unacceptable Customer Service - LDV T60 - Vehicle Reg. ENL76J
Dear <PRESIDIO_ANONYMIZED_PERSON> and Customer Service,
I am extremely disappointed by your persistent disregard for my concerns, specific requests and consumer rights. It is evident that you have been ignoring what I have been saying and refusing to address the specific concerns and requests that I have raised. Your actions demonstrate a neglect of my legal rights as an Australian consumer and an obstruction of the proper warranty requirement method for dealing with and resolving these issues. This behaviour is unacceptable and shows a failure to adhere to warranty protocols and practices, which are in place to protect consumers like me.
I would like to draw your attention to the repeated explanation you have given regarding your insistence on charging an inspection and diagnostic fee. As I informed you during our phone call on 10/05/2023, I expressed disagreement with your assessment of this fee. Furthermore, I clearly stated in my last email that I completely disagree with your assessment of this fee and how I expect the issue to be handled. Despite this, you have persistently avoided responding to the specific matters and concerns I raised, and neglected to follow the warranty requirement legislation, thus denying me my consumer rights.
You have further aggravated the matter by your consistent evasion of my request to provide me with your general manager and directors’ contact information. This only adds to my frustration with your lack of transparency and unwillingness to resolve these matters efficiently. This is absolutely unacceptable.
I would also like to address your statement suggesting that I contact roadside assistance if I believe the vehicle is unsafe to drive. This demonstrates a blatant avoidance of your legal responsibilities and liabilities as the manufacturer of the vehicle. By suggesting I refrain from using the built-in features that render the car unsafe to drive, you are effectively denying me the product I initially purchased and contradicting the vehicle’s intended use and purpose.
I purchased this vehicle from LDV because it catered to my needs by offering these specific features, which was one of the main reasons for my purchase. However, the dysfunctional and faulty features make the vehicle unsafe and dangerous to drive when using them as they keep malfunctioning. Your incongruous rationale is similar to selling me a vehicle without those features, only to add them later out of necessity, and then finding that they compromise the vehicle’s safety. This situation was not what I anticipated I would be in when I purchased the vehicle from LDV, and it compounds my frustration with your unwillingness to resolve these issues.
As I first mentioned on 6/5/2023, these issues have created life-threatening situations for me. The vehicle is clearly not fit for its intended purpose, and you continue to deny me my legal rights as an Australian consumer by fixing the problems.
While I acknowledge that you have stated, I have the right to have the manufacturer defects repaired at no cost, at the same time you are refusing to honour that commitment.
Regarding your statement, “if the assessment turns out to be a non-warrantable item, it would be paid by yourself.” I want to clarify that these problems started to show from when I took delivery of the vehicle and since then have been evident. I raised these concerns with the LDV Lansvale dealer on 16/09/2021 during the service, and they informed me that the car’s software update would fix the problems. Unfortunately, that did not work.
Since then, I keep encountering the same issues but getting worse. Therefore, I completely refute your claim that it is a different issue, of which I may be responsible to pay. If that was the case, these issues would have been resolved when LDV Parramatta last serviced my car, as most of those warranty faults were stated. However, I was once again told that the computer upgrade would resolve the problems. Unfortunately, the problems persist and are worsening. I also want to confirm that there has been no after-market wiring as only LDV service personnel have worked on the car.
In response to your assertion that “At no stage are you being denied an assessment of the vehicle, and if at any point you are unsatisfied with the assessment or wish to try for an earlier booking, your warranty is valid Australia-wide at any Authorised LDV Australia service centre.” I must emphasise that this statement is deceptive. Despite acknowledging that my warranty is valid, you have consistently refused to address the vehicle’s warranty issues. Instead, you are pressuring me into signing a document that obliges me to pay $165 per item for fault assessment, after which you will determine if the faults are covered under the warranty. This approach is unreasonable, considering that all these problems have persisted since the vehicle’s purchase. Further, I find it perplexing that you suggest I take the car to another LDV service centre to deal with the warranty problems while simultaneously dismissing your responsibility for the issues.
I find your other assertion, which you stated during our phone call on 10/05/2023, that my concerns are not covered by the warranty because “that’s just the way the car is, that’s how you bought it,” to be unacceptable. It implies that you have sold me a car that is not fit for its intended purpose, which contradicts your advertising and promotional claims about the vehicle’s features and functions. This gives rise to concerns that the vehicle features fail to meet appropriate and acceptable standards, amounting to a severe breach of my consumer rights. I feel that both you and LDV are attempting to intimidate me by acting like bullies, expecting me to pay for both the assessment and the subsequent repair of issues that should be covered under the warranty.
It is important to mention that your predecessor, Jamie Procopio, was helpful and understanding regarding these warranty issues, demonstrating good faith and customer care that seem to have disappeared under your management. I was waiting for Jamie to get back to me to have all these issues addressed, as he was in discussion with higher management. During my discussions with Jamie and the LDV Manager at Lansvale, I learned that other LDV T60 vehicles were also experiencing the same issues, which were explained to me as a manufacturing problem that renders the car unfit for its intended purpose. By brushing off these genuine concerns, you exacerbate my anxieties and stresses, displaying a lack of customer care, support, and compassion in dealing with this issue. It is vital that you acknowledge the manufacturing problem and honour the warranty to maintain the goodwill and trust that LDV has cultivated. Additionally, I have requested your general manager and directors’ contact information for a third time, and it is essential that you provide me with this information.
I am appalled by the absence of support you have demonstrated, exacerbating my anxieties and stress due to your lack of compassion in handling this matter, which is clearly related to manufacturing issues and a vehicle which is not fit for its intended purpose.
In addition, yesterday, the display screen turned purple upon ignition, rendering me unable to access the display controls. I had to drive with a purple screen for an hour without access to any vehicle functions. Eventually, it reset itself. This is yet again, an additional malfunction you need to add to my long list of problems which is causing me intense grief whenever I use the vehicle.
I strongly urge you to address my concerns in line with consumer rights and warranty protocols, rather than deflecting responsibility and disregarding my specific requests. Now more than ever, I expect a responsible, understanding, and transparent approach to resolving this matter, which has been causing me significant distress.
Regards
<PRESIDIO_ANONYMIZED_PERSON>}