不幸和某家著名国际品牌的汽车制造商在我国的总公司及其旗下的维修公司卷入了长达几个月（13/09/2008 至今）的争执和纠纷，因为有关维修公司的大意和疏忽，导致我那两个月车龄的车子受到莫名损坏，有关公司（总公司和维修公司）的售后顾客服务部门负责人不但不认真解决问题甚至还把责任推卸到底。在 我多番交涉下，仍然无法得到圆满解决方案，对于他们的那副讨人厌的嘴脸和不负责任的态度实在是忍无可忍和气愤万分。至今，我还在承受着他们带给我的所有损 失和痛苦。。。而他们却毫无任何的feel sorry。。。
以下是一些和这群“废材”交涉中的一些“经典”名句和细节：-
- This 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 us in an inconvenience condition, unexpected problems and also endangering our safety as drivers and passengers. The errant Service Centre had put my family members, my friends and me (as drivers and passengers) on dangerous ground if an accident happened due to this incident.
- I will stand firm to my position that no repairing, replacement, altering or rectification works etc to be carried out until a written report proposal is given with my concern and agreement. I think it is a simple and clear point for your Customer Service Team to resolve the problem.
- Mr. xxxxxxxxx said I can always send back the vehicle to the service centre during this three years 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 this 3 years warranty period.
- Actually “what I am expecting from xxxxxx?” is a good question raised by your good staffs. Since this incident, xxxxxx should be the appropriate party to give me the best answer. Constant ‘apologies’ and questioning me ‘what I am expecting from xxxxxx’ do not solve this issue at all.
- I want to clarify that I am not begging you xxxxxx for mercy, but what I want is the genuine truth and responsibility from xxxxxx in this incident and as what xxxxxx had advertised to the public and acclaimed for its quality service to her consumer.
- We were off for our vacation for 2 weeks, we thought that they would utilize the two (2) weeks time to perform a thorough check-up on my vehicle and compiled a report for further discussion when we get back. But unfortunately, one of them had insulted my husband and I indirectly by saying “May be you don’t have any secure place better than our service centre to keep your vehicle, you can put here until you come back from overseas. Your vehicle would not disappear; nobody will steal your vehicle. We have the best security guard and fencing to protect it’’. My husband had corrected him by saying that: “if I don’t have the secure car park for my vehicle, I wouldn’t’ have bought any vehicle and I am not the person who you thinking of.”
- Two (2) weeks is far more enough for your service center to perform check-up and revert to me with a report on the said vehicle. Instead of settling this case concurrently, your representative kept talking about the unconstructive statement. Furthermore, I was asking him why we had to follow up the case closely by calling the customer service representative but not the other way round. He asked me to be ‘act more professional’. We were extremely fed-up and really hopeless toward your so-called professional customer service representative.
- I have a strong feeling that your Customer Sevice Team practices the "Three Wise Monkeys' (Mizaru, Kikazaru and Iwazaru) Principle:" See No Evil, Hear No Evil and Speak No Evil.". Besides, they also practice a Fourth Monkey (Shizaru) Principle:"Do No Evil". They just want to see the nice picture or good things, listen to the good news, talking nonsense and with the hope that the mistakes / problem will just go away or resolved naturally. They do not want to see the bad things, listen to the bad news and never take the problem or customer’s complaint seriously. And, the most important is better not to be involved in a situation and missing all the point of what the customer highlighted. The frequent corresponding letters after my complaint carries no merit and has no positive effort to resolve this issue.
- It’s time to give serious consideration to this matter. If it is still have no constructive results from your goodself, be prepared to receive my massage “what I am expecting from xxxxxx” thru the relevant authorities, the press and media, etc. I will reserve all rights to initiate legal action against you without any further notice.
- With reference to your recent letter which mentioned that “as we have communicated to you” should be rephrased to “as what we had decided on behalf of you” because you are doing ‘one way communication’ - you had make the ultimate decision without taking your customer’s consideration and agreement.
- With regards to the issue of “pending my consent”; in fact of you have acted on my behalf without my personal agreement, but you are trying to push the responsibility to me in order to cover your mistakes. (Please bear in mind that you have already breach our agreement by doing rectification works without having me informed and please do not ever use the phrase ’pending my consent’ as an excuse to cover your mistakes repeatedly.)
- Your xxxxx representative kept shrieking away all responsibility with phrases like: “has been pending your consent since September 2008” and “seek your kind understanding and co-operation for us to perform the rectification without any further delay”. I need a strong clarification from you: “Who is the one pending and delaying the rectification works” and “who should be more understanding and co-operative in this case”?! Please do not push any more burden & mistakes to us with this kind of irresponsibility attitude and excuse. Take note on my advice, you should revamp your customer service team and learn how to be more “professional” because they are representing xxxxxx, a global brand name, and to live uphold the image, expectation and quality service. The ability to 'listen' and understanding to your customer is utmost fundamental and essential in role of customer service.
- I found out that your customer service representative always “twist and turn” by manipulating with words and ‘empty promises’ in handling my case. Your xxxxxx representative have been deceiving my husband and I 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.
- I were very surprised to see the mentioned vehicle still in a bad condition and had queried Mr. xxxxxxxxx, (Service Centre), for some answers.One of our question was: “Will the problem of the paint peeling off affect the rust proofing and how are you going to sent my vehicle for re-spraying works when the vehicle is still in such condition?” His answered in a corky way saying: “Don’t worry, this only happened at chassis area and it won’t destroy the antirust whether the re-spraying works to be done or not. If you are worried about that we can re-do the antirust to your satisfaction. Our professional technician will drive your vehicle all the way to and from xxxxxxx for the re-spraying works.” (I was disagreed and confused with his statement and raised those questions again to Mr. xxxxxxx. The answers from Mr. xxxxxxx (HQ), “This doesn’t relate to the antirust. This is normally what we do for re-praying works”) I was totally disagreed and even more confused when receiving your letter which mentioned the re-spraying works of the front right-hand side chassis area.
- May be my vehicle is just another ‘Kampung Car’ as what your staff who handled the return of the courtesy car described. If xxxxxx xxxx is considered by your staff as “Kampung Car”, then what xxxxxx xxxxxx should be categorized??? Then xxxxxx should not launch such car if it’s not within your luxury benchmark which reserves a ‘quality’ service from your customer service team.
- There should not be any official record for the particular discussion on the car issues which strictly without any prejudice. There should not have any irrelevant correspondence with regards to that day’s ad-hoc meeting. Unfortunately, you had quoted our words out of the context so as to mislead people about the real truth of the conversation.
- I am thinking ‘What is so costly about on that 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.
- It seems only a tactic to ‘comfort’ me and use a subterfuge to gain the compromise.
- Why your 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 your good staffs 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 (before 3rd November 2008). 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 you had “twisted” and conclude with a statement to “We would like to inform that your xxxxxx xxxxx is in roadworthy condition”. Are you making a conclusion that all the brand new xxxxxx vehicles are only at ‘roadworthy condition’ without any basic values? Literally, It seems that indirectly your xxxxxx representative have been telling lies by giving false assurances to me that my vehicle in perfect condition and as a brand new car.
- After all that chain of events and horrendous experience with your customer representatives which had me dragged for period of more than two (2) months, you have finally concluded me with a letter stating that my car is “only Roadworthy Condition vehicle” and decided to return it to me with all unidentified defects. 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. For example; a 15 year-old car or a second hand car which is still able to be driven on the road can be regarded as in ‘roadworthy condition’ but might not in a ‘good / perfect’ condition as the brand new car is. From what you had mentioned in your letter that my vehicle is in ‘roadworthy condition’, does it meant my vehicle = 15 years car / second-hand car??? For you information, I purchased a brand new xxxxxx vehicle and not a second-hand xxxxxx vehicle and it should be in tip-top performance as expected for a brand new vehicle but not in ‘roadworthy condition’!
- You indirectly conveying a message to your customer that ‘Please send your brand new xxxxxx vehicle to xxxxxx Service Centre at your own risk!!!?’ Realizing this, you should have made an open announcement publicly, a warning sign to all your new future customers to be cautious before purchasing a 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 your showroom on purchase an xxxxxx xxxxxx!
- xxxxxx is very protective to its own benefits has no consideration with the customer to achieve a 'win-win' situation. Make no mistake, this is one issue that won't just go away!
- As conclusion from all the chain events and dealings with your so call ‘professional’ Customer Service Team, I only can say that as a customer of xxxxxx, I have to take all the risk and bear the responsibility from the entire mistake made by the xxxxxx staff.
最后的最后，不忍看到xxxxxx这个大好江山断送在他们手上，我只好再送他们几句良言：-
- ‘A simple mistake can kill people, and the action of covering one’s mistake by making another is unforgivable’
- “得黄金百斤，不如季布一诺。品牌的信用重于一切。讲信用，守契约，才有事业和财运长久的可能！市场将证明，最终决定销路的不是广告，而是消费者的评价！务请三思！”
- * Personally I would like to strongly recommend you to have a quick glance through many other xxxxxx owners via the internet web pages to see how the representatives of xxx xxxxxx xxxxx Sdn Bhd had caused so much inconveniences and damages to the Malaysian owners.
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