Re: Unpleasant Experience at First Auto - Zaino Detailing Centre
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.
personally , as long as u are still treated and not rejected it is fine , u dont expect the shop to leave it empty for you right? what if you didnt come? since when a visit to a specialist even in mount E or gleneagles you go in right on the dot ? come on be more flexible , if they reject you and say its full , i think thats a HUGE problem for First auto , else i think its fine. They are running a business afterall.
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.
this is a valid complaint in my opinion but the question is how far away? is water from the wash splashing or even reach ur car? if yes..... First auto needs to address this... if not i think we should just be more understanding that spaces are limited in certain workshops/grooming centres , at least they wash ur car and have proper washing bay , ever see washing bay in some of those shopping centre grooming shop?
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.
did you request for your car to be done earlier? nor rush the worker and ask how long it will take ? unless you asked for it i would not expect the worker to just focus on ur car , they are just workers you should address the issue to the manager or boss that you are rushing not expecting them to know for you , when you go to a restaurant .... they are lacking of waiters , do you complain and asked 3 waiters to serve you instead of one? or do you just walk off ? i think most will not
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:
not a valid complaint in my honest opinion , this is coming from someone who is coincidentally has a stomachache and urgently need tissue paper , yes having tissue paper is good and going to the extra mile to customers , but they are a grooming shop afterall and toilet paper is the least of their concern . As for the workers , most are foreign workers uneducated ( no offence ) and busy with their job , they are humans too you cant expect them to offer you to go out and buy tissue paper right? hmmm how about using one of their microfibers ?
same theory applies , if you go to a restaurant coincidentally you have a handicapped grandparents and requested for a wheelchair , if they dont have it will you complain ? yes its going the extra mile if they have but thats the least of their concern . To you the glass is half full because you are thirsty , but to they its half empty cos its not their glass.
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...)
this is a valid complaint in my opinion , shop promises customer expect them to deliver . Honestly i wouldnt be happy if i was delayed due to overpromised and underdelivered. But TS could probably raise the issue close to the 3.5hrs mark and gauge how long they will finish and ask them , if i am really in a rush i would probably ask them to do it another day or something , but i can understand TS's complaint on this First auto should look into this matter.
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.
To be honest i would be pissed if i were you , but the question is that first layer or top layer ? i would be more concerned if that was the first layer of Zaino and not the last . This one is indeed failure in customer service as a grooming shop meticulousness shall always be on top priority as ' service giver ' is handling customer's goods . Then again back to the same old problem , they are just workers afterall .
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?
no comment in this,
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.
take the chill pill , give and take . shit happens .... you should raise this issue to the boss though
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.
did you ask before hand ? what did they say and did they promise ? honestly this is absurd . STONE CHIP is not adressed during grooming and its is common sense , they groom the paint , if theres no paint due to chip ? groom what?
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?
just my honest 2 cents , not affiliated with First auto , heck i have never even been there before . No offence to TS too i am someone who really love my car too... cheers
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.
personally , as long as u are still treated and not rejected it is fine , u dont expect the shop to leave it empty for you right? what if you didnt come? since when a visit to a specialist even in mount E or gleneagles you go in right on the dot ? come on be more flexible , if they reject you and say its full , i think thats a HUGE problem for First auto , else i think its fine. They are running a business afterall.
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.
this is a valid complaint in my opinion but the question is how far away? is water from the wash splashing or even reach ur car? if yes..... First auto needs to address this... if not i think we should just be more understanding that spaces are limited in certain workshops/grooming centres , at least they wash ur car and have proper washing bay , ever see washing bay in some of those shopping centre grooming shop?
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.
did you request for your car to be done earlier? nor rush the worker and ask how long it will take ? unless you asked for it i would not expect the worker to just focus on ur car , they are just workers you should address the issue to the manager or boss that you are rushing not expecting them to know for you , when you go to a restaurant .... they are lacking of waiters , do you complain and asked 3 waiters to serve you instead of one? or do you just walk off ? i think most will not
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:
not a valid complaint in my honest opinion , this is coming from someone who is coincidentally has a stomachache and urgently need tissue paper , yes having tissue paper is good and going to the extra mile to customers , but they are a grooming shop afterall and toilet paper is the least of their concern . As for the workers , most are foreign workers uneducated ( no offence ) and busy with their job , they are humans too you cant expect them to offer you to go out and buy tissue paper right? hmmm how about using one of their microfibers ?
same theory applies , if you go to a restaurant coincidentally you have a handicapped grandparents and requested for a wheelchair , if they dont have it will you complain ? yes its going the extra mile if they have but thats the least of their concern . To you the glass is half full because you are thirsty , but to they its half empty cos its not their glass.
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...)this is a valid complaint in my opinion , shop promises customer expect them to deliver . Honestly i wouldnt be happy if i was delayed due to overpromised and underdelivered. But TS could probably raise the issue close to the 3.5hrs mark and gauge how long they will finish and ask them , if i am really in a rush i would probably ask them to do it another day or something , but i can understand TS's complaint on this First auto should look into this matter.
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.
To be honest i would be pissed if i were you , but the question is that first layer or top layer ? i would be more concerned if that was the first layer of Zaino and not the last . This one is indeed failure in customer service as a grooming shop meticulousness shall always be on top priority as ' service giver ' is handling customer's goods . Then again back to the same old problem , they are just workers afterall .
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?
no comment in this,
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.
take the chill pill , give and take . shit happens .... you should raise this issue to the boss though
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.
did you ask before hand ? what did they say and did they promise ? honestly this is absurd . STONE CHIP is not adressed during grooming and its is common sense , they groom the paint , if theres no paint due to chip ? groom what?
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?
just my honest 2 cents , not affiliated with First auto , heck i have never even been there before . No offence to TS too i am someone who really love my car too... cheers
