What do you think? raising hell and all at UDM servicing

[sszone]

Re: What do you think? raising hell and all at UDM servicing

well, u guys have to discount a bit when it comes to dealing with CS.
end of the day, not all of them are that technical abt their cars....it aint gonna be the same like dealing with your mechanic from Boss, Bvo or even Rodney.
thats when they start fudging up when trying to explain this n that ermmm to the customers.
PML should maybe have a compulsory course technical course for the CS, that would also benefit them when it comes to selling bmws with the improved knowledge. worst come to worst, they should refer to the mechanics if all fails.....but then again, its sucks if the mechanics try to brush off recurring matters with their "its like that one lah...its normal" kinda answer to the customers when the problems persists.
its the same turnoff we get at workshops where eventually we decide to go to another workshop instead

 

[atec1267]

Re: What do you think? raising hell and all at UDM servicing

hehehe....then how? geely hur

 

[R335]

Re: What do you think? raising hell and all at UDM servicing

long story... was told frm 1 of my friends his encounter when getg his e90 320 to repair at "u know where".....somehow discoverd tat car got into accident during the repair at "u know where" ... jus to cut short n to my shocking of all, the S.D told them this "we hav tons of lawyers sitting in our office n if u wan, come n sue us.............". win liao loh.

 

[wt_know]

Re: What do you think? raising hell and all at UDM servicing

to put things into perspective, if you have been to sin ming workshops or other places, i'm sure you have seen mechanic drive customer car aggresively. even in a tight space they will sprint & brake to have a little thrill. imagine when they get out to open road to test car (so to speak).

my expectation is the management must at least OWN UP when shits happen.

 

[kenntona]

Re: What do you think? raising hell and all at UDM servicing

Playing the devil's advocate here, how could you-know-who survive and grow if they are really that bad? Surely, they must have a fair share of supporters on the receiving end of their better side of service quality.

No, not that I am a you-know-who supporter. I have not engaged myself with them in the last 7 years spanning over 2 e46s and 1 e92.

It is good to hear out the various stories and play sympathy shoulders to the "victims" involved, but instead of turning every individual complaints into a Hong Lim Park style Speak-Out-Against-You-Know-Who Rally, one needs to understand that this, if done in a repetitively vindictive manner, will yield nothing except loss of credibility in the long haul, within a group of "victims", all supposedly subjects of some corporate idiosyncracies under very distinct circumstances.

The idea for all the table-bangings and negative-experience-sharing is twin-fold - (1) for the rest of us to know what has transpired, and more importantly, (2) for you-know-who to learn and improve on customer service.

How about setting up a petition? Or a session to meet the management?

It sounds far-fetched, but it will yield far better results for the group as a whole than having the same speakers shouting their lungs out, again and again, with little resonance from the audience.

Even Hong Lim Park dies down, eventually.

 

[totoseow]

Re: What do you think? raising hell and all at UDM servicing

kentonana. hong lim park recently celebrated 10 yrs leh.
i think we gonna put up with another 9 yrs+ of pml bitching.


haiz....

 

[marklee]

Re: What do you think? raising hell and all at UDM servicing

machiam MP meet the people session?

 

[R335]

Re: What do you think? raising hell and all at UDM servicing

machiam MP meet the people session?

btw, does pml conduct survey wif owner after their servicing??

 

[kenntona]

Re: What do you think? raising hell and all at UDM servicing

machiam MP meet the people session?

Sure beats accusers pointing fingers in the dark and accused in full denial.

 

[adroit]

Re: What do you think? raising hell and all at UDM servicing

I just had a short job stint in car sales, and i must say, the CSA issue is everywhere, every brand. Its more or less like this because they are not trained well enough and the other part is that they are paid commission on the parts that they 'sell' and yet need to help the company reduce warranty claims at the same time.

These people also only trying to make a living. Sometimes i feel that its not that they want to give stupid answers, but because of all the need to protect the company, they have no choice. After all, they need to know who is signing their paycheck.

The problem will deepen once the brand has volume, more cars they sell, more cars to service and repair, more problems will pop up. Honestly, every brand also have innate problems and issues, just some are heard while others are settled quietly.

Go to the other forums, so many issues even with the VAG cars. Now that they sell more cars, more issues will pop out, so its how the issue is settled with the customers that will help their reputation.

Omar is actually quite right, no point shouting at the CSAs, wont solve the problem, make yourself hot and sweaty and yet nothing is solved, waste of efforts.

 

[wt_know]

Re: What do you think? raising hell and all at UDM servicing

it's a vicious business's cycle

not popular -> low volume -> good service -> sales pickup -> popular -> high volume -> bad service + cut corner -> collapse -> rebuild

rebuild if the collapse is not severe. look at toyota when the top guy (son of toyota) came out to apologise that they expand too fast and forget their upmost critical principle in making car, that is safe and reliable.

 

[joydivision]

Re: What do you think? raising hell and all at UDM servicing

maybe im getting old but i find loosing my temper at someone is a wastage of my physical & emotional energy, its negativity tends to spread to my surrounding family or friends n spoils our day. as such, i will always try to reason out calmly, putting the other party in my shoes n if it still fails, just take it up to the next level who normally possess the power n flexibility to resolve the issue. people tend to be more accomodative, willing and quicker to resolve the issue in this approach based on my experience =]

 

[detach8]

Re: What do you think? raising hell and all at UDM servicing

i was searching for the "Like" button to click on joydivision's post

totally agree with him

like my upstairs neighbour who turns defensive and aggressive when you approach them about the noise they are making. which in turn makes me boil and yell at them. it's a cycle.

ok sorry, off topic

 

[chicane]

Re: What do you think? raising hell and all at UDM servicing

I work in the service sector and the fact of the matter is that you get unhappy customers all the time without fail. It is impossible to make everyone happy.

At the end of the day, it's all a numbers game, if I get things right 999 out of 1000 times, i am prepared to live with that one customer who is unhappy with me.

Same thing with PML, the silent majority by and large are satisfied with them, you can be as unhappy as you want with them, at the end of the day, you could be only one out of a hundred, or even a thousand. If this is well within their service standards, do not expect them to change since whatever they are doing is still acceptable to the masses. The rare few unhappy ones are just a statistical outlier that is outside the bell curve which would be quitely ignored.

 

[TripleM]

Re: What do you think? raising hell and all at UDM servicing

i never shouted at them either..
i had my share of problem in the past with my SMG2 gearbox where I had to repeatedly send the car back to the workshop.
i gave them a solution and an ultimatum....If u cant fix this gearbox issue, do me a favour, swap it to Manual tranny and call it a day. It's cheaper than the entire SMG gb anyway. The manager in charge was stunned.
They fixed the gb and it never gave any problem after that for the next few years !!