CB Car Dealers Proton Holdings Unable to obtain warranty claim due to service center negligence.

Proton Holdings review: Unable to obtain warranty claim due to service center negligence.

WY Sit of Lahat, MY

Sep 18, 2023 11:59 pm EDT

Verified customer

Featured review

1) Car ran into a FREE GEAR state after obtaining the car on the 30 March after repair due to an accident on Jan 22, 23. We got back the car in March. (Incident happened on Highway)

2) Send back car on the 30th of March to Didi. We were told that only minor problem after some software adjust it will be ok (promised the problem will not recur.)

3) 6th April the same thing happened again. Send back the car again and was told that they cannot detect the problem. Request to use the car first. (very dangerous and irresponsible request) (Both incidents not taken due to shock)

4) Luckily nothing happened, and we stop using the from mid-April to end Jun (obtained company car)

5) Started using back the car in July 23. FREE GEAR incident happened again and at the same time oil filter leakage. As service was done in Warna Bestari Service Centre so send the car to this center to change the filter after making appointment Car send in on 26 July 23.

6) We were asked to leave the car to check on the FREE GEAR problem. On the 29 July 23, we were told that they unable to find the fault. (Again, asked us to use the car first - very dangerous and irresponsible request)

7) August 2 and 5 Free Gear happened again. Call Warna Bestari service center. Now they asked us to send back to Didi Motor Service Centre.

8) Send back car to Didi motor on the 8th of August 23 and was call and informed on the 10 August 23 that they found "serbuk besi" in the gear box need to change.

9) I was told that I need to pay cash as warranty expired on 23 July 23

QUERY

a) Case Started happening in April and recur many times in April and July 23 which is within warranty period.

b) When reported the case to Proton HQ on Aug 15,23 was told warranty denied due to during service, I didn't change the Gear Oil within the specific time which is 60,000 or 3 years and below.

I have been sending the car to service center as per the schedule, as a driver I don't know what need to be done and what need not to be done. (Furthermore, during this period, a lot of lockdowns occur.) I have already done my best to send when it is necessary. I never question on the bills before.

Why do I had to suffer due to the incompetence of service engineers in your services center.

c) Are the technical staffs at these service centers are so incompetence to an extend that problem with gear box (major issues) cannot be detected even sending to two different service centers. Or purposely done to avoid warranty claim.

d) Personally submitted and official letter of complaint to PROTON HQ on the 1 September 2023. Officer received the letter and told me that someone will call me to get the details of the case but waited for 15 days no response. (Called up Proton on 15 September 23 for the outcome) Again ask to wait for another 48 hours to get a reply.

e) The Life span of Proton's Gear Box so short? My car on the road is less than 4 years due to accident repairs which took up more that 6 months (accidents due to other vehicles negligence)and lockdowns due MCO.

Desired outcome: I want my car to be check and repaired under warranty claim.

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In addition to the above attached is the service schedule for my car which I send in according to the schedule given to me, but the service center Warna Bestari did not carry out changing of the gear oil as per required until my warranty claim is void. As a customer I have done my part to send the car to the authorized service center to carry out the service on time. Due to the negligence of the service center which did not carry out the necessary service. I am denied for the warranty claimed.

Please investigate and approved my warranty claimed.

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I cannot understand why a complaint lodge through calls , letters and all the proper means but the NO action taken and feed back given and suddenly the complaint is said to be resolved. What is the point of setting up a complaint channel when no proper SOP is being carried out.

Up till now still no sound no air. I can't believe that Proton such a big company implemented so many customers friendly features but won't even investigate a customer complain and give feedback to the customer. Are all these implemented features being only for a show? I hope the management of Proton please look into my complain seriously and give me feedback. Thank you.

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