andy_sg
Well-Known Member
It's my first grooming for my Audi A4 and I would like to share with everyone my unhappy experience at First Auto Zaino Detailing Centre at Toh Guan Centre.
I made appointment and went for car grooming today in the afternoon. I was shocked to see that there were already 3 cars in the shop being worked on and I was told to drive my car to 2nd level.
Apparently, the entire grooming took place just beside the washing bay area. It makes me feel that there was a lack of emphasis and my ride was not given the deserved attention.
Most of the time, only 1 guy (Wong) was attending to my ride. While the other workers were busy grooming other 3 rides. At this juncture, I have arrived at a conclusion that quality of service is not there when there is a shortage of manpower.
I would like raise some issues and feedback for the boss SS Tay to reflect and address to my concerns.
1) There was no toilet paper in the toilet when I had a stomachache. When I enquired with one of the workers downstairs for toilet paper, he simply shook his head and carry on with his work. The workers are indeed hostile and does not seem to go the extra mile to solve customers' concerns. In the end, I have to used my own small packs of tissues, else I will really be in deep shit. :verysad:
2) The entire grooming took 5 hours and 30 minutes from 2pm to 7.30pm, as a result I was late for my family dinner appointment! Could this be prevented if there was sufficient workers attending to my ride? In the email/SMS enquiries, I was told that grooming takes only 3.5 hours without paint correction. For my case, there was no paint correction needed, yet it took additional 2 hour to complete the procedures. It's so obvious that a lack of manpower is the cause of this problem.
(Modified from IP Man: 陪家人吃饭重要，还是car grooming? Sigh...)
3) At approximately 7.20pm when the grooming is supposingly completed, I inspected the rides and still realise some small "dirts and stains" near the front bumper area. I told Wong about it and he wiped it off easily. Apparently, this shows that they overlook the bumper area and definitely not doing a thorough and proper job according to my inspection. In Chinese, we call it 偷工减料. I wonder did they even wax or polish my bumper?! I wouldn't know at all because I was in the lounge and can't have a visible line of sight to the washing bay area.
I was still checking other areas of the car but Wong told me he was in a hurry to leave and wanted to call it a day. It was very unprofessional and irresponsible for him to tell that to the customer. Did the boss (SS Tay) educate their workers that the customers are also their boss?
Perhaps he was supposed to knock off at 7pm (operating hours) and not being paid overtime. But if I am the customer and I'm still at the shop already late for my appointment, how can he be more urgent than me? Even if he really had an emergency, he could have assigned his colleague to take over his duty.
There was some very minor stone chip and light scratches on the car, but it remains there even when the grooming has completed. Is this suppose to be the way? Since they told me no paintwork correction is required in the first place, I thought this should have been addressed altogether. Otherwise, this procedure only makes the car shine and nothing else.
Overall, I rate this company 6/10. It was really a disappointment.
I didn't sign up for their VIP membership, is that why I wasn't accorded a VIP treatment? If so, then what treatment was I given? Junk or sub-standard?
I made appointment and went for car grooming today in the afternoon. I was shocked to see that there were already 3 cars in the shop being worked on and I was told to drive my car to 2nd level.
Apparently, the entire grooming took place just beside the washing bay area. It makes me feel that there was a lack of emphasis and my ride was not given the deserved attention.
Most of the time, only 1 guy (Wong) was attending to my ride. While the other workers were busy grooming other 3 rides. At this juncture, I have arrived at a conclusion that quality of service is not there when there is a shortage of manpower.
I would like raise some issues and feedback for the boss SS Tay to reflect and address to my concerns.
1) There was no toilet paper in the toilet when I had a stomachache. When I enquired with one of the workers downstairs for toilet paper, he simply shook his head and carry on with his work. The workers are indeed hostile and does not seem to go the extra mile to solve customers' concerns. In the end, I have to used my own small packs of tissues, else I will really be in deep shit. :verysad:
2) The entire grooming took 5 hours and 30 minutes from 2pm to 7.30pm, as a result I was late for my family dinner appointment! Could this be prevented if there was sufficient workers attending to my ride? In the email/SMS enquiries, I was told that grooming takes only 3.5 hours without paint correction. For my case, there was no paint correction needed, yet it took additional 2 hour to complete the procedures. It's so obvious that a lack of manpower is the cause of this problem.
(Modified from IP Man: 陪家人吃饭重要，还是car grooming? Sigh...)3) At approximately 7.20pm when the grooming is supposingly completed, I inspected the rides and still realise some small "dirts and stains" near the front bumper area. I told Wong about it and he wiped it off easily. Apparently, this shows that they overlook the bumper area and definitely not doing a thorough and proper job according to my inspection. In Chinese, we call it 偷工减料. I wonder did they even wax or polish my bumper?! I wouldn't know at all because I was in the lounge and can't have a visible line of sight to the washing bay area.
I was still checking other areas of the car but Wong told me he was in a hurry to leave and wanted to call it a day. It was very unprofessional and irresponsible for him to tell that to the customer. Did the boss (SS Tay) educate their workers that the customers are also their boss?
Perhaps he was supposed to knock off at 7pm (operating hours) and not being paid overtime. But if I am the customer and I'm still at the shop already late for my appointment, how can he be more urgent than me? Even if he really had an emergency, he could have assigned his colleague to take over his duty.
There was some very minor stone chip and light scratches on the car, but it remains there even when the grooming has completed. Is this suppose to be the way? Since they told me no paintwork correction is required in the first place, I thought this should have been addressed altogether. Otherwise, this procedure only makes the car shine and nothing else.
Overall, I rate this company 6/10. It was really a disappointment.
I didn't sign up for their VIP membership, is that why I wasn't accorded a VIP treatment? If so, then what treatment was I given? Junk or sub-standard?
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