Update #9:
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Today was too busy with customer and regional sales meeting, thus don't have time to update this forum.
Managed to escalate the poor service issue to AB MD office and got directed to AB Sg Besi branch Manager. Spent 1 hour+ explaining to him on the chronological of events and his response is that this is not really his fault because the mobile support team is not his team and he promise to write an email to the Glemarie Branch Manager and copy me on that.
few hours later, and I still don't see any emails, so I'd decided to give the friendly Branch Manager a call for updates and he promise to send the email out shortly.
1 hour later and I saw the email in my mailbox. 2 hours later, and it's already 5:30pm and still no response so I'd decided to give the MD office a call again and they promised the Glenmarie Branch Manager will give me a call back tomorrow.
Basically I'd complaint on 4 issues:
1. When the first AB mobile technician provide me remote advice on 04pm 31-Aug-08, he should not had given me a DIY solution of unplug and replug of the battery as this potentially creates more problem should the electronic is already suffering malfunction. When I switch off the car before I unplug the battery, all lights are switched off and no warning signal appears on screen. It was only after I'd unplug and replug the battery that the problem become worst (all lights fail, and subsequently all lights on and can't be switched off). For this, I blame them for their insufficient technical know-how with a trial & error approach in problem solving and poor service attitude of telling me that I'd gotta wait for hours before they can come on-site (he was in Old Klang Road and I was in Sentul West LRT) thereby pushing me to DIY instead of letting a "Professionally Trained" AB Technician to handle the situation.
2. When the situation turned from bad to worst, the AB Mobile Technician should had immediately come on-site to provide assistant instead of telling me to go home before sunset and wait for the next available business day (which is 40 hours away). For this, I blame them for their non-existen service mindset to give all sort of excuses to deny service provision during a public holiday.
3. When the AB Mobile Technician came on 02-Sep-08, he should not had employed brute force technique (by repeatly kicking the bottom of the dashboard, pedal, brake areas and banging the sterling) in his attempt to solve a critical electronic problem. Although he managed to solve the lights problem, but my concern is if AB solve all electronic problems like this? Why bother bout plugging the car into a laptop to diagnostic, next time just bring a hammer!! For this, I really don't know what to blame them as even their Branch Manager are speechless for such electronic problem solving techniques on a BMW.
4. I waited from 08:00am of 02-Sep-08 until 15:30pm of 02-Sep-08 just for them to bring the car back to AB Workshop, and the main obstacles behind this long delay is actually due to the reason that the Sterling is locked and thus u can't manuever the car and thus can't load it into the flatbed. However, once the car is unloaded in AB Sg. Besi, the technician spend like 10-15 minutes under the rain and they managed to unlock the sterling although the sterling lock red signal remains. Why didn't the mobile technician possess the knowledge to unlock the sterling lock and thus save us so much hussle, not to mention that the under carriage of my car was scratched and damaged due to them dragging my car with a hydraulic jack. For this, I blame them for their poor knowledge transfer management and training program. This could be due to the reason that their key staff attrition rates are too high and they are unable to fill in suitable candidates with the right knowledge at the right position.
Anyway, gotta start cleaning up my piles of work now thanks to AB for wasting 1 1/2 days of my valuable time.
oh yea, before I forgot, AB Sg Besi only has 3 coutersy car, and according to the branch manager, BMW is an expensive car, thus they can't be standing by 20-30 BMW just for coutersy car as in their peak season, they'd got 40++ cars coming in (to quote the branch manager, not just for services if you know what I mean).
