My bad day at a workshop

[Ade]

Writing this to share with you all my bad day I had with workshop A. A is an authorized BMW service center. I was stranded the other day without aircond....called a fren to help purchase an ori aircond part from A that cost RM400. Part was sent to me...however, i found out that the wiring was loose. Proceeded to return the part after a month as I wasn't around town but A refuse to accept for a credit note on my arm bush that was changed. The accounts manager told me they have closed their year end account and wont accept any returns....he even proceeded to challenge me if I'm running a business, would you gladly accept return..told him off why not, customer comes first...for such multi-million business..i would even write off that amount just to keep my customer happy....asked me not to bring trouble to him, etc etc...told me also that even if u buy anything in shopping complex..u wont be able to return it...wat blatant and childish remarks from such a big company....i highly regarded this center as one of the best customer service but this really piss me off.... He offered to "sell" for me and return the money once the sale is done...i mean..what's the difference???? He even told me that i should know its year end and they close account and should have called them earlier that u gonna return the part...what the heck....(things ppl do just to let customer eat the dust)... Proceeded to talk to the service manager and he says he will settle it....some argument took off between the accounts manager and service manager but I got my car in the end with that "crap" look on the accounts manager face....Now they telling me the service manager will have to buy the aircond part... Wat's ur take..am i wrong to return something perfectly unused unopened or what? I feel bad for the service manager as no one wants to side him...haih...but both the accounts and service manager are brothers for god sake!!! Guess sheer driving pleasure comes with Sheer Disgust Service...i'm going to buy a Toyota next....

 

[bmwky]

relly an idiot of a manager. trade RM400 bux for customer loyalty. what's RM400 write off to such establishments??? summore they got the parts back. They can earn back the money easily from your faithful patronage to thair shop.

 

[Zoggee]

Writing this to share with you all my bad day I had with workshop A.




Guess sheer driving pleasure comes with Sheer Disgust Service...i'm going to buy a Toyota next....

Long Live Toyota!!!!

They shouldn't have done that...

 

[daan]

Well, I can;t really blame them, sorry brother.

 

[ah lian]

maybe hor.... the accounts manager dun understand the accounting principal of accruals.... ha ha ha ha.... hope his claims for the year gets rejected... for the same reasons, accounts for the year closed!!!

 

[fabianyee]

Aiyoh, like that oso can? He seriously needs to learn PR, clearly not a service oriented businessman..

 

[Ade]

Things u get in bolehland.....the camry is tasty..hmm....forget BMWs la...else..Lexus looks yummy tooo....

with tolls going up, petrol going up, badawi needs to spend 600million every year for angpau....intel chips getting robbed....time to change to toyota....get the feeling?

 

[XXX]

hellooo nowadays one of the main things that major retailers do is accepting returns if not satisfied as part of their major customer service campaign. What era is this company still inlah dey.

eg.IKEA one month later even after its opened they will take it back no question asked as long there is a proof of purchase and thats why they are what they are today. The major hypermarkets are also doing it now.

 

[seremban]

Most 'pro' businessmen know that 80 percent of their profits come from repeat business i.e customers who come frequently. If a customer is not satisfied with your bad service, that customer gonna go home and tell everyone not to go to your shop. Ultimately in the end you will loss...and if you continue to give bad services to customers...eventually someday you gonna close shop.

.

 

[1+2=3]

you are definitely not wrong to do what you did.. those 2 brothers should get a 3rd brother, or hire someone else to handle "customer" issues. The accounts manager sounds like just what he is, an accounts manager. No flexibility at all.

bought something from a chain selling performance stuff last week, i ended up with the wrong product, and although i had already opened the package, they took it back, and gave me a new, and the correct item of course.
you would never dream of such customer service from people like these just a year ago, but i'm guessing the increased competition today has made them stand up and take steps to one-up their competition.

 

[3CI]

for me i will shoot complain letter to their boss ..

 

[Ade]

Don't think it matters to their boss since its a family run business...their boss is their big brother....

1+2+3,
Stiff competition..hmm...maybe not in the line of BMW authorized service centers...more so that's the only shop around bandaraya bersejarah...

 

[Jules]

400 lost now, teaching you to avoid this place again and 400 members here thanking you for sharing this experience.

hopefully u also shoot the mechanic who initially diagnosed that the replacement part is required....

 

[jarance]

First and foremost, who advised you to purchase the RM400 part.
It is based on the workshop or somebody diagnostic/advise?

It is based on the workshop advise, you should be pissed for the wrong diagnostic and should be entitled for a full refund.



BTW, what is the part that cost RM400 for the aircon?

 

[Ade]

Avoid..hmm...i think i would go back there again.....but to avoid such incidents again....

Jarance...yes the service personel did advise that the possibility of that part is faulty...suggested i replace it...

 

[Jules]

Ade, if this is the case that THEIR OWN TECHNICIAN suggested you replace it - your decision is based on their QUALIFIED advice! Unless he did tell u 1st that he was not sure himself and u order at ur own risk.....of which then I will also avoid them for incompetence.

You should argue it this way and not that the service manager refuse to take the part back......

Dunno why you still want go back there - if the technicians are doing such R&D on you...and ur wallet.

 

[Ade]

The service manager is nice enough to accept back the return..its the accounts manager that sux.....

 

[jarance]

Avoid..hmm...i think i would go back there again.....but to avoid such incidents again....

Jarance...yes the service personel did advise that the possibility of that part is faulty...suggested i replace it...

Ade, I am lost here about the sequence of event.

You mentioned that you called yr fren to buy the part from company A. Why do you need to do that when you mentioned that the company A personnel advised you to change the part.

Normally, when I go to a workshop for a problem, the foreman would diagnose the problem with a modic or based on the symthom. If they suspect a part to be faulty, they will advised that you changed it. If after the part is changed and the problem still persist then it is considered as wrong diagnostic and they will take back the back without charging you for it.

Another things is when you got the delivery of the parts from Comapny A, when it was not installed immediately with the suspected faulty part..

A bit clarification would be appreciated.

 

[Ade]

Jarance bro...

My aircond blower kaput one day. So, I gave the workshop a call to see what could be the issue....the service personel advised that it would highly suspected to be the resistor issue since its a known issue. He told me it would be fairly easy to replace by myself since I'm 500km away from the workshop...decided to buy the item and have it replaced by myself...hence my fren have that item shipped to me....this is the 2nd time i have items shipped from them to me..first one was ignition coils....

Anyhow, the problem I have is not with the service manager but with the accounts manager who is having a problem accepting the part back since the account was "closed", so to speak......

In any case if this shall happen again, I shall inform them prior to buiying anything from them that a return could happen but I would well prefer my car dun die on me while i'm so far away from them....their service has been excellent from the workshop...

..until one day.....i decided to move over to something more reliable...

 

[jarance]

OK I got it.. You call your workshop and ask for advise about the problem with the car and based on the description from you, the technician have conclude that the problem is most probably the aircon resistor. This is the same as you calling your doctor and say you got stomach ache. He of course would most probably say that it due to food posioning because of recent outbreak.

I think that it is quite understanable that in this case a "wrong" diagnostic happened bearing in mind that the car was not inspected at the workshop by the technician.

I would think the service of the workshop is reasonable considering that some of them would not even give you the time of the day when you poses question to them.

I think you "have" resolved your problem based on your postings.

You are just pissed out with the account manager.. ha..ha.. Tell me who isn't.. they simply make deduction from our pay without informing us and never pay our overtime. blah.. blah .. blah..

Anyway I feel for you.. At least you have managed to get good service from the Service Manager.. he..he..