furiousowner
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- Jun 26, 2012
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Dear Sir,Re: Complaints on BMW dealership Auto Bavaria Glenmarie BranchI purchased a unit of BMW520i from the above-mentioned branch on 20th April 2012, bearing the registration number of XXX XXX from sales personnel Jimmy Chong.After taken delivery of the car, I am plagued by series of technical malfunctions that remain unresolved to this date despite various trips to the service center of Auto Bavaria Glenmarie Branch. Hereby I wish to emphasize on the incompetency and irresponsibility exhibited by the said service center, and that I am vastly disappointed and immensely outraged that such level of disgraced unprofessionalism happened within BMW Malaysia, an international brand name that should carry at least some minimal form of promised and ingrained professionalism. Below please find the sequences of events
ate: 28th April 2012The following were the complaints:1. Computer system prompted engine oil service due even when the car mileage was below 1,000km;2. Under-dash air conditioner blowing out hot air; and3. Noise emitted when wipers were being used.Remark: I sent the car to the workshop on the same day. Complaint 1 and 3 were resolved. Complaint 2 remained unresolved and I was informed by Zahid, the Service Manager, who insisted that the temperature of the under dash air conditioning was similar to the dashboard air-conditioning. I did not agree with his explanation, but was left with no choice but to take his words. Date: 28th May 2012The following were the complaints:1. The car jerked, and still does, when slowing down; 2. Auto start/stop features did not function properly; and3. The under dash air conditioning blowing out hot air (old issue)En Zahid, Service Manager, assigned a technician named Chandran (if I remember correctly) to test my car. He acknowledged that all my complaints were valid, which included the air conditioning malfunction that was previously rebutted by the service manager En. Zahid.On the same day, I was assigned to Desmond, Service Advisor, to handle my complaints. I might add that the attitude of Desmond was seriously lacking of those expected from a Service Advisor. Amid ill-mannerism and plain rudeness that was also witnessed by Jimmy Chong the sales personnel, Desmond stated, without checking with the workshop personnel, that they would need more than 1 week to fix the problems. When I suggested that he should re-confirm with the workshop personnel, he then promised he would call me at a later time to confirm the time needed after the workshop had run diagnostics. Date: 31st May 2012After three days of waiting without any phone call or notification from Desmond, I called him on late 31st May 2012 morning but was unable to contact him. I then called Zahid, whereby he promised me he would call me back on updates of the status of the car. When again there was no call from any one from Auto Bavaria Glenmarie, I called Zahid 30 minutes later, whereby he told me the car was ready for picked up. I picked up the car from Desmond at around 3.00pm with him telling me all malfunctions were resolved. He then apologized to me with regards to his attitude on 28th April 2012, citing that he was not feeling well. Frankly speaking, at this stage I couldn’t care less at the substandard services rendered, so long as they fixed the car. To my great dismay I realized by the next day that after great amount of hassles, time wasted and bad attitudes, the list of malfunctions was UNRESOLVED, not even a single one of them.Date: 2nd June 2012I went to Auto Bavaria Glenmarie to approach Jimmy Chong and complain about the persisting technical malfunctions of my car. He test drove it and agreed that the problems remained. He advised me to talk to Zahid again. Date: 4th June 2012Without better solution, I called Zahid on 4th June 2012 and made an appointment to see him on 6th June 2012.Date: 6th June 2012 En Zahid assigned a Malay technician to test drive my car. The technician acknowledged that all of my complaints were valid. En Zahid told me it might take some time to fix my car and agreed to arrange a courtesy car. He then promised to call me once the courtesy car was arranged and the date I could send in the car for repairing. As per modus operandi of Auto Bavaria Glenmarie, no one called me to make any further arrangement.Date : 13th June 2012I called up En Zahid’s cell phone. Not only he did not pick up my call, he REJECTED/OFF PHONE in mid call. Immensely incensed I called Jimmy Chong’s cell, which he then passed the phone to Zahid. Zahid then apologized and promised to call me back on 22nd June 2012. To date, there IS STILL NO PHONE CALL FROM AUTO BAVARIA RE MY CAR.For your information, I owned a Mercedes Benz. I had never experienced such bad service from Mercedes Benz’s service dealers. I am vastly disappointed that no one can offer me a satisfactory answer re the problems of my car, on whether they are manufacturing defects, or that they are just the results of the incompetency and irresponsibility of the service dealer.I hope I can get a positive respond from BMW Malaysia as soon as possible.Thanks.
ate: 28th April 2012The following were the complaints:1. Computer system prompted engine oil service due even when the car mileage was below 1,000km;2. Under-dash air conditioner blowing out hot air; and3. Noise emitted when wipers were being used.Remark: I sent the car to the workshop on the same day. Complaint 1 and 3 were resolved. Complaint 2 remained unresolved and I was informed by Zahid, the Service Manager, who insisted that the temperature of the under dash air conditioning was similar to the dashboard air-conditioning. I did not agree with his explanation, but was left with no choice but to take his words. Date: 28th May 2012The following were the complaints:1. The car jerked, and still does, when slowing down; 2. Auto start/stop features did not function properly; and3. The under dash air conditioning blowing out hot air (old issue)En Zahid, Service Manager, assigned a technician named Chandran (if I remember correctly) to test my car. He acknowledged that all my complaints were valid, which included the air conditioning malfunction that was previously rebutted by the service manager En. Zahid.On the same day, I was assigned to Desmond, Service Advisor, to handle my complaints. I might add that the attitude of Desmond was seriously lacking of those expected from a Service Advisor. Amid ill-mannerism and plain rudeness that was also witnessed by Jimmy Chong the sales personnel, Desmond stated, without checking with the workshop personnel, that they would need more than 1 week to fix the problems. When I suggested that he should re-confirm with the workshop personnel, he then promised he would call me at a later time to confirm the time needed after the workshop had run diagnostics. Date: 31st May 2012After three days of waiting without any phone call or notification from Desmond, I called him on late 31st May 2012 morning but was unable to contact him. I then called Zahid, whereby he promised me he would call me back on updates of the status of the car. When again there was no call from any one from Auto Bavaria Glenmarie, I called Zahid 30 minutes later, whereby he told me the car was ready for picked up. I picked up the car from Desmond at around 3.00pm with him telling me all malfunctions were resolved. He then apologized to me with regards to his attitude on 28th April 2012, citing that he was not feeling well. Frankly speaking, at this stage I couldn’t care less at the substandard services rendered, so long as they fixed the car. To my great dismay I realized by the next day that after great amount of hassles, time wasted and bad attitudes, the list of malfunctions was UNRESOLVED, not even a single one of them.Date: 2nd June 2012I went to Auto Bavaria Glenmarie to approach Jimmy Chong and complain about the persisting technical malfunctions of my car. He test drove it and agreed that the problems remained. He advised me to talk to Zahid again. Date: 4th June 2012Without better solution, I called Zahid on 4th June 2012 and made an appointment to see him on 6th June 2012.Date: 6th June 2012 En Zahid assigned a Malay technician to test drive my car. The technician acknowledged that all of my complaints were valid. En Zahid told me it might take some time to fix my car and agreed to arrange a courtesy car. He then promised to call me once the courtesy car was arranged and the date I could send in the car for repairing. As per modus operandi of Auto Bavaria Glenmarie, no one called me to make any further arrangement.Date : 13th June 2012I called up En Zahid’s cell phone. Not only he did not pick up my call, he REJECTED/OFF PHONE in mid call. Immensely incensed I called Jimmy Chong’s cell, which he then passed the phone to Zahid. Zahid then apologized and promised to call me back on 22nd June 2012. To date, there IS STILL NO PHONE CALL FROM AUTO BAVARIA RE MY CAR.For your information, I owned a Mercedes Benz. I had never experienced such bad service from Mercedes Benz’s service dealers. I am vastly disappointed that no one can offer me a satisfactory answer re the problems of my car, on whether they are manufacturing defects, or that they are just the results of the incompetency and irresponsibility of the service dealer.I hope I can get a positive respond from BMW Malaysia as soon as possible.Thanks.
