Guys, am sure that the topic of poor service has been debated to death in these forums. I have experienced it first hand and i wish to share with all my compliant lodged with Wendy Heng, Head of Customer Relations and Dennis Lim, Head of Alexandra Workshop.
I've noticed that there isnt a customer service link on the PML website, maybe it was overused.
If you know other avenues i can escalate this matter to PML or BMW, pls share.
Thanks and happy reading
________________________________________________
To Whom it May Concern,
I write to register my expressed displeasure with the deplorable after-sales service meted out by of PML and its Service Assistants on 2 separate occasions.
1) In December of 2010, my faulty radio and reverse indicators prompted me to send my vehicle to PML at Alexandra Rd for a check; my case was taken up by your SA ,Singa. The service I received was less than satisfactory – Feedback on the status of my vehicle was never proactively provided to me, instead I had to constantly check in on any development. To add to this, it was/is extremely difficult (or practically impossible) to get through the after sales hotline of 63190111 ext. 3. My car was all fine apparently and given the all clear.
2) Just a month later, more severe problems surfaced affecting the ECU, central locking system, windows and indicator lights. I sent the car in a second time and a new SA, Anthony Lim, was assigned to me. I received 4 E-Vouchers as compensation for the inconvenience caused while Anthony offered to pick my car up from work as I expressed that it was difficult for me to make a trip down to PML. I was impressed at this point and was hopeful that I was to receive satisfactory service this time.
3) Anthony made an appointment for a driver to come get my car at 9am, I promptly agreed. Under the assumption that PML would ensure the punctuality of the driver, I confidently accepted a meeting with a client at 1030am. Imagine the inconvenience (and possibly reputational damage) caused when the driver was late in collecting the car at 1015am. I was made to rush to the meeting which I was late for.
4) I waited patiently for a call from Anthony informing me that my car was in good hands. When I still did not receive a call 4 hours later, I called in to the service hotline to register my displeasure. It was only at 230pm that I received a call from Anthony telling me he had my car and was taking a look at it. I could not believe that half the day had gone and no one even made the effort to look at my car or at least inform me that the workshop was overwhelmed. Well, at least late than never – that was what I thought.
5) At 415pm, Anthony called to inform me that the keys had been locked in the car after they left they keys in– this was despite the fact that the reason why my car was in the workshop in the first place was due to a faulty central locking system! I was made to inconvenience my fiancé for the spare key which was collected at 5pm. At this point, the whole day had passed without any action taken to my car. The diagnostics had not been run and no one was able to give me any explanation. I might as well have sent in the car the next day when the workshop and service staff were better equipped.
6) Three days had passed and to my delight I received an SMS at 945am to inform me that repairs to my car were done and that I could collect it after 11am. I received a missed call from Anthony and prompted called back; as usual, no one answered. I made my way to PML at 1230pm and was constantly trying to reach Anthony to tell him to get my car ready for me. Anthony did not answer until several failed attempts later. Anthony proudly informed me that my car was not ready as his manager wanted to personally ensure my car was good to go. I told him that I received a text informing me to collect my car, however, he nonchalantly brushed it off insisting that his manager wanted to test the car. There was never an apology, just a flakey statement that my car would be delivered to me and that he had forgotten to inform the workshop to not text me that the car was ready. I wasted $13.40, and 30mins of precious time during lunch on an extremely busy day. This was the straw that broke the camel’s back.
I am extremely unhappy with the level of service rendered to the point that I have taken valuable time to write this rather exhaustive email. I am under no illusion that continental cars are (arguably) plagued by more technical issues than their Japanese counterparts. I also do not have qualms about spending time taking the car to the workshop. This is part and parcel of owning a car. What I do take issue with is the poor after-sales service provided by a premium (again arguably) official sales agent such as Performance Motors.
A) PML should always assume that its clients work on a very tight schedule of meetings and appointments, this is a reasonable assumption given your target demographic of executives and accomplished individuals. As such, PML should always be mindful of wasting its clients’ time.
B) PML’s sales hotline has been found to be sorely lacking. I feel that it is shameful that your clients have to wait 20mins to get through to a service agent (if even at all)
I am under the impression that PML has gotten complacent over the years that they have enjoyed strong sales as the leading luxury marque- this is reflected in the way they treat their clients, with flagrant and utter disregard. PML should be mindful that other marques are making a concerted effort to stamp their presence in Singapore. In 2010, Audi’s sales gains have far exceeded that of BMW in Singapore, I would like to think that management in PML is aware of this and are working their level best to out-strategize its close competitor.
I own an Audi and up till now I was under the impression that Premium Auto provided poor after-sales service, however, PML has set a new low for poor service. I think I will call my Audi SA to commend them on their (comparably) impeccable level of attention.
Regards,
I've noticed that there isnt a customer service link on the PML website, maybe it was overused.
If you know other avenues i can escalate this matter to PML or BMW, pls share.
Thanks and happy reading
________________________________________________
To Whom it May Concern,
I write to register my expressed displeasure with the deplorable after-sales service meted out by of PML and its Service Assistants on 2 separate occasions.
1) In December of 2010, my faulty radio and reverse indicators prompted me to send my vehicle to PML at Alexandra Rd for a check; my case was taken up by your SA ,Singa. The service I received was less than satisfactory – Feedback on the status of my vehicle was never proactively provided to me, instead I had to constantly check in on any development. To add to this, it was/is extremely difficult (or practically impossible) to get through the after sales hotline of 63190111 ext. 3. My car was all fine apparently and given the all clear.
2) Just a month later, more severe problems surfaced affecting the ECU, central locking system, windows and indicator lights. I sent the car in a second time and a new SA, Anthony Lim, was assigned to me. I received 4 E-Vouchers as compensation for the inconvenience caused while Anthony offered to pick my car up from work as I expressed that it was difficult for me to make a trip down to PML. I was impressed at this point and was hopeful that I was to receive satisfactory service this time.
3) Anthony made an appointment for a driver to come get my car at 9am, I promptly agreed. Under the assumption that PML would ensure the punctuality of the driver, I confidently accepted a meeting with a client at 1030am. Imagine the inconvenience (and possibly reputational damage) caused when the driver was late in collecting the car at 1015am. I was made to rush to the meeting which I was late for.
4) I waited patiently for a call from Anthony informing me that my car was in good hands. When I still did not receive a call 4 hours later, I called in to the service hotline to register my displeasure. It was only at 230pm that I received a call from Anthony telling me he had my car and was taking a look at it. I could not believe that half the day had gone and no one even made the effort to look at my car or at least inform me that the workshop was overwhelmed. Well, at least late than never – that was what I thought.
5) At 415pm, Anthony called to inform me that the keys had been locked in the car after they left they keys in– this was despite the fact that the reason why my car was in the workshop in the first place was due to a faulty central locking system! I was made to inconvenience my fiancé for the spare key which was collected at 5pm. At this point, the whole day had passed without any action taken to my car. The diagnostics had not been run and no one was able to give me any explanation. I might as well have sent in the car the next day when the workshop and service staff were better equipped.
6) Three days had passed and to my delight I received an SMS at 945am to inform me that repairs to my car were done and that I could collect it after 11am. I received a missed call from Anthony and prompted called back; as usual, no one answered. I made my way to PML at 1230pm and was constantly trying to reach Anthony to tell him to get my car ready for me. Anthony did not answer until several failed attempts later. Anthony proudly informed me that my car was not ready as his manager wanted to personally ensure my car was good to go. I told him that I received a text informing me to collect my car, however, he nonchalantly brushed it off insisting that his manager wanted to test the car. There was never an apology, just a flakey statement that my car would be delivered to me and that he had forgotten to inform the workshop to not text me that the car was ready. I wasted $13.40, and 30mins of precious time during lunch on an extremely busy day. This was the straw that broke the camel’s back.
I am extremely unhappy with the level of service rendered to the point that I have taken valuable time to write this rather exhaustive email. I am under no illusion that continental cars are (arguably) plagued by more technical issues than their Japanese counterparts. I also do not have qualms about spending time taking the car to the workshop. This is part and parcel of owning a car. What I do take issue with is the poor after-sales service provided by a premium (again arguably) official sales agent such as Performance Motors.
A) PML should always assume that its clients work on a very tight schedule of meetings and appointments, this is a reasonable assumption given your target demographic of executives and accomplished individuals. As such, PML should always be mindful of wasting its clients’ time.
B) PML’s sales hotline has been found to be sorely lacking. I feel that it is shameful that your clients have to wait 20mins to get through to a service agent (if even at all)
I am under the impression that PML has gotten complacent over the years that they have enjoyed strong sales as the leading luxury marque- this is reflected in the way they treat their clients, with flagrant and utter disregard. PML should be mindful that other marques are making a concerted effort to stamp their presence in Singapore. In 2010, Audi’s sales gains have far exceeded that of BMW in Singapore, I would like to think that management in PML is aware of this and are working their level best to out-strategize its close competitor.
I own an Audi and up till now I was under the impression that Premium Auto provided poor after-sales service, however, PML has set a new low for poor service. I think I will call my Audi SA to commend them on their (comparably) impeccable level of attention.
Regards,
