Proton X50
Unacceptable Delay and Lack of Courtesy Vehicle for Gearbox Replacement

Hi,

I hope you are well.

I am writing to formally lodge a complaint regarding my Proton X50, which I purchased in March 2024. In April 2025, the vehicle began experiencing mechanical issues and was subsequently booked in at Proton Umhlanga. I was informed that the issue relates to the gearbox and that approval from Malaysia was required to replace it.

It is now the end of July — three months later — and I am still without my vehicle. Throughout this period, no courtesy car has been provided by Proton. I was informed that Proton does not offer courtesy vehicles, which is unacceptable given that the car is relatively new and is still under warranty. As a Proton owner, I am paying for a vehicle I cannot use.

Ford Umgeni kindly assisted by lending me a vehicle after I was left stranded for nearly a month. However, they have now requested the vehicle be returned, as this is a Proton-related issue and not their responsibility.

What is most concerning is that there seems to be no contingency plan from Proton or CMH to support customers in the event of such lengthy repairs. Just last week, I was informed that the replacement gearbox is leaking oil, and further approval is now required again from Malaysia. There is still no indication of when this issue will be resolved, and communication from Proton has been minimal throughout.

I took a chance on a new brand, but this experience has left me extremely frustrated and inconvenienced. It is unacceptable that I am heading into the fourth month without a vehicle, with no viable solution or courtesy car provided. At the very least, a replacement vehicle — or even another X50 — should have been offered given the nature of the fault and the ongoing delays.

I trust that you will treat this matter with urgency and provide a clear resolution and timeline.

Sincerely,

Company: Proton X50
Country: South Africa
Region: kzn
City: Durban
Address: 29 Strand Rd 7130 Somerset West
Phone: 0218530155

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