An incident happen to my TWO months brand new xxxxxx vehicle due to the sheer negligence, mishandling & unprofessional services provided by a global brand xxxxxx Service Centre and his Customer Service Team. The regular service was intended to maintain the mentioned vehicle in good condition and performance. But unfortunately, the vehicle was not being well maintained and had caused more unidentified damages. The incident had caused me and my family in an inconvenience condition, unexpected problems and also endangering our safety as drivers and passengers.
From day one (11th September 2008) until to date, the xxxxxx representative have been deceiving myself by giving empty promises and false statement in order to sweep-off the case easily and last but not least to let this issue resolve naturally. What ‘nightmarish’ events I have been through for the past three (3) months and no one can fathom the ‘bitter’ and ‘painful’ experience I undergone. Apart from being kicked around like a yarn ball, I have received hurting and insulting remarks from xxxxxx ‘good’ service representatives which they are.
I still remembered one of xxxxxx customer service representative had ‘comfort’ me on the first day after incident that no matter how cheap or how expensive the vehicle was, they would act professionally and treat it as a ‘Privileged Car’ from a ‘Valued Customer’. “There are no worries and we sure to get good solution until your satisfaction”. It seems only a tactic to ‘comfort’ me and use a subterfuge to gain the compromise.
The representatives of xxxxxx acted like 'big brother'. They have 'acted on my behalf without my personal agreement’ even I disagreed at all with the Xxxxxx’s statement from day one until to date. I would say that Xxxxxx trying to push the responsibility to me in order to cover their mistakes. They have already breach our agreement by doing rectification or repairing works without having me informed and always use 'pending your consent'( Actually this should rephrase to ‘pending for your legal action’) as an excuse to cover their mistake repeatedly. They always mentioned 'as we have communicated to you' in their letter and I suggested them to rephrased it to 'as what we had decided and acted on behalf of you' because they are doing 'one way communication'. They had made the ultimate decision without taking the customer's consideration and agreement and regard their action as professional.
The representative of xxxxxx kept on asking me what I am expecting from xxxxxx which putting me in a very confuse stage. Actually “what I am expecting from xxxxxx?” is a good question raised by xxxxxx staffs. Since this incident, xxxxxx should be the appropriate party to give me the best answer. Constant questioning me ‘what I am expecting from xxxxxx’ do not solve this issue at all.
The representative of xxxxxx also said I can always send back the vehicle to the service centre during the warranty period due to this incident. This kept me wondering why I should buy a xxxxxx brand new car which I need to send for frequent service during the warranty period. They told me that my vehicle had gone through a ‘costly’ thorough checking which myself might not understand in technical terms. It is too ‘costly’ until no report will be given to me. What they meant the ‘thorough checking’ was ‘checked and replaced any parts they think should be changed or replaced which is beyond a lay man’s understanding’. I am thinking ‘What is so costly about on that check-up report? Was it the amount spent on the checking or the truth of their silly blunder which is even more costly after knowing the consequences?’ May be there are no any detail report had been done so far (just an assumption, may be incomplete) or there are some hidden agenda and defects cannot be shown. xxxxxx good staff kept reassuring me that there were only minor damages occurred to my vehicle and not in serious defects which I think is really misleading. Replacement of new components does not guarantee that my vehicle in good and perfect condition.
Besides, my vehicle was not in “perfect condition and even not as good as new car” according to what the xxxxxx representatives had described before 3rd November 2008. Why xxxxxx representatives did not stand firm with the context that what they kept saying earlier “Your car is in ‘perfect’ condition and ‘as good as new car’?!” This was because xxxxxx good representatives had personally saw, touched and felt the infected parts of the vehicle; internally and externally still in “oily, greasy and stain spot all over” condition even after another round of car cleaning works without my consent. This is a undeniable fact that the mentioned vehicle is not in good condition even few round of cleaning works had been done. It’s been also the reason of why xxxxxx had “twisted” and conclude with a statement to “We would like to inform that your xxxxxx xxxxxx is in roadworthy condition”. For my simple understanding of ‘Roadworthy Condition’ vehicle can be meant by any vehicle running on the road but might not in perfect or good condition as the brand new car is. Does it meant my vehicle = 15 years car / second-hand car???
I am buying a brand new car without any defects to carry out my daily works and not to deserve such kind of irresponsible and unprofessional treatment from xxxxxx. Are xxxxxx indirectly conveying a message to her customer that ‘Please send your brand new xxxxxx vehicle to xxxxxx Service Centre at your own risk!!!?’ Realizing this, xxxxxx should have made an open announcement publicly, a warning sign to all xxxxxx new future customers to be cautious before purchasing a brand new xxxxxx vehicle! It would be fair for them to know that the new purchases are bundled with a host of ‘horrendous’ features and surprises… with bonus of a ‘professional’ customer’s services. At least I would not make my first step into xxxxxx showroom on purchase an xxxxxx!
Until today, I am still waiting for xxxxxx’s comprehensive check-up report on my vehicle. But until today, xxxxxx still refuses to give me a clear answer to the detail report and on how xxxxxx would compensate me for my losses and damages (e.g. Time, Car Installments, Insurance, Road Tax, Daily Work, Inconvenience Caused, etc…) incurred from this incident. xxxxxx should be liable to all these damages, losses and inconvenience caused.
Actually, this incident had opened my eyes on their Management and Damage Control which the 'quality of management' and 'professional services' provided had been acclaimed by the media and public. It had also explicates this globally well-known and prestigious brand's business moral values and exposed the ignorance of the customer service team of their duty and responsibility (the arrogant, unprofessional, sheer negligence, mishandling, misleading & deceptive, false representative and unfair practice, etc.). This incident had tarnished the image of “xxxxxx”, a globally well-known and prestigious brand. The mark, "xxxxxx", was once seen as vehicle of quality and perfection, but through this case I have learned, the quality & perfection does not exist in reality but just as marketing tagline and this really gave a bad impression in the hearts of all Malaysian customers who had the similar experience as mine.
I strongly feel that xxxxxx is not keen to solve this issue sincerely, seriously and in transparent manner. Make no mistake, this is one issue that won’t just go away! The attitude of trying to ‘wrap up’ the case by ignoring the customer rights and safety is very unprofessional and unscrupulous. I feel sorry to say that the so-called ‘professional Customer Service Team’ had damaged deeply xxxxxx’s good company reputation.
As conclusion, as an owner of the xxxxxx Vehicle, I had done my part and had fulfilled my obligations by sending my new vehicle to xxxxxx qualified service centre for the professional maintenance and services in order to maintain it in tip-top condition. But for what I had experienced until to date, as an xxxxxx customer, I would say my xxxxxx xxxxxx had purchased at too great a price and I have to take all the risk and bear the responsibility from the entire mistake made by the xxxxxx representatives. xxxxxx is very protective to its own benefits and neglected customers' consumer rights with unfair practice. Indirectly, xxxxxx is telling me that the xxxxxx owner to send their new xxxxxx vehicle to the xxxxxx service centre at their own risk!!!
Xxxxxx, please advise me… …
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