Markato Autos Japan takes complaints and customer support seriously. This page explains how we handle customer communication in Kenya, and how issues are coordinated with the Japanese exporting partner when needed.
1. Kenya-side support
Markato Autos Japan handles customer communication and support within Kenya. If you have a question, concern or complaint at any stage of the inquiry, sourcing, approval, payment, shipment or arrival process, contact the Kenya team first on WhatsApp.
2. When the Japanese exporting partner is involved
Issues relating to export documents, payment confirmation, vehicle purchase or shipment may require coordination with the Japanese exporting partner. In those cases, the Kenya team will coordinate the communication on your behalf and keep you informed.
3. How to raise a complaint
- Contact the Kenya team on WhatsApp at +254 735 470450. Briefly describe the issue.
- Share any reference documents you have (your exporter invoice or contract reference, bill of lading, vehicle reference number, payment confirmation).
- The Kenya team acknowledges your message and explains the next step, including whether the issue is something the Kenya team can resolve directly, or whether it requires escalation to the Japanese exporting partner.
- Where the Japanese exporting partner is involved, the Kenya team coordinates the response and provides updates as they become available.
4. Office meetings
Our Kenya team works online-first. In-person meetings are available by appointment, location coordinated by our Kenya team. Please contact the Kenya team before visiting.
5. What is in scope for Markato Autos Japan Kenya support
- Help understanding the inquiry, sourcing and quotation process.
- Help reading and understanding exporter-issued documents.
- Coordinating communication with the Japanese exporting partner.
- Guidance about Kenya-side costs (duty, taxes, clearance, registration, inland delivery).
- Follow-up on arrival communication.
6. What is out of scope
Markato Autos Japan is not the vehicle exporter and is not the Kenya clearing agent. Issues that depend on the exporter’s written contract (vehicle purchase, refund eligibility) or on the Kenya clearing process (port handling, customs assessment, registration) are coordinated through the relevant party. The Kenya team helps you navigate that coordination.
Contact
WhatsApp the Kenya team at +254 735 470450 or +254 735 470450. In-person meetings are available by appointment, coordinated by our Kenya team.