muhaiminrahim
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BMW Malaysia Sdn Bhd,3501 Jalan Teknokrat 5,63000 Cyberjaya,Selangor Darul Ehsan, Malaysia.Tel: +603 8887 3888/ Fax: +603 8887 3801Date: 7 December 2011Subject: COMPLAINT LETTER#2 FOR UNPROFESSIONAL CONDUCT OF FEDRIC CHIN, DEALER PRINCIPAL/ EXECUTIVE DIRECTOR, PENDRAGON AUTOMOBILE, KUANTANTo Whom It May Concern,1. This is a follow-up letter from my previous letter dated 20 November 2011. In this letter I will describe my unpleasant experience with Fedric Chin, Dealer Principal/ Executive Director, Pendragon Auto, Kuantan(PA).2. Situation/ Task:I had an accident on Wednesday, 16 November 2011 near Kuantan and my car was towed to Leong Workshop (Ktn) Sdn Bhd, Kuantan (LW). I went to LW on 17 November 2011 and realized that the workshop does a lot of repair for other car makers. eg. Honda, Toyota, etc. As such, I decided to have my car repaired at Ingress Auto, Damansara (IA). Therefore I requested my car to be towed to PA from LW and have further discussion inside PA vicinity. Over at PA, I was introduced to Fedric Chin and Chris.3. Action3.1 Fedric Chin claims:3.1.1 I need to send my car to IA for any minor repair and not to PA if the repaired was done at IA3.1.2 I can expedite repair works by one (1) week if I demands so by just contacting himself or LW owner3.1.3 I can get fast repair update if the car is repaired at LW as I am residing in Terengganu3.1.4 I should not be worried by quality as LW has ex-workers from AutoBavaria Glenmarrie3.1.5 Purchasing of Parts will be done by AB and installed by LW workers3.1.6 Repairs at LW will not void any warranty under BMW BSRI3.2 Fedric Chin requested:3.2.1 I raise all my concerns there and then for him to advise otherwise3.3 The following conversation was between Fedric Chin’s and LW owner’s in Cantonese while I was on the phone: ‘There his SA FRIEND calling HIM to send his car to AutoBavaria Glenmarie’4. Result4.1 Unnecessary pressure on myself to decide where to send my car for repair4.2 Displeased with the reception I got at PA which was similar to what I received at LW4.3 Will not send my car to PA for future servicing/ repair4.4 Notify other BMW owners of my unsatisfactory encounter at PA5. Alternative Action5.1 Conversations inside PA should have ONLY be between Fedric Chin and myself (without LW owner interference)5.2 Fedric Chin should:5.2.1 Have given a more NEUTRAL option rather than ONLY insisting on LW5.2.2 Not team up with LW representative in convincing customer5.2.3 Not converse in other language as to think others do not understand and what more too bad mouth others5.2.4 Never demand customer to disclose ALL their concerns6. Otherwise ResultI would have been a satisfied BMW customer7. Therefore, I demand BMW Malaysia look into this matter and I can be contacted for further investigation. I have yet to receive any clarification request from BMW Malaysia with regards to my earlier complaint letter.8. I believe after sales service is as much a core as selling BMWs and this kind of shabby and shoddy service will bring BMW a very bad reputation.Best Regards,320d Owner (registration number XXXXXXX)Muhammad Muhaimin Bin Abdul RahimTel: +60XX XXX XXXXan official member of bmwclubmalaysia.comcc: Ketua Pengarah Biro Pengaduan Awam, Jabatan Perdana Menteri, Peti Surat 9000, Kuala Lumpur. Tel: +603 8872 5777/ Fax: +603 8888 7778Mr. Owen Riley Managing Director of BMW MalaysiaEn. Azri Aziz Managing Director of Pendragon Automobile, KuantanEn. Dzulkarnain Amir Vice President of bmwclubmalaysia.com........................................Updated Sequence of Event16.10.2011 Car accident and was towed to Leong Workshop17.10.2011 Towed car to Pendragon Auto from Leong Workshop18.10.2011 Towed car to Ingresas Auto from Pendragon Auto19.10.2011 Car arrived at Ingress Auto21.10.2011 Ingress Auto inspect the car22.10.2011 Allianz receives claim notification22.10.2011 Wrote complaint letter to BMW Malaysia and no response from BMW Malaysia01.11.2011 Allainz approves claim- Total RM106,000.0007.11.2011 Wrote second complaint letter to BMW Malaysia08.11.2011 Receive email from Badan Pengaduan Awam that the will investigate my complaint08.11.2011 Receive email acknolwedgement from Kemeterian Perdagangan Dalam Negeri Koperasi Kunsumer (KPDNKK), Pahang09.11.2011 90% parts arrived & 10% still awaiting delivery from germany09.11.2011 Interviewed by Timbalan Pengarah & Penguatkuasa- Kemeterian Perdagangan Dalam Negeri Koperasi Kunsumer (KPDNKK), Pahang09.11.2011 Two officers from KPDNKK went to Pendragon Auto09.11.2011 Receives a call from Mr. Maha, Customer Relation, BMW Malaysia12.11.2011 Body works on going.
