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Dear Kia,
I'm the sole owner for the car registration WWU 3616.
Let me be straight to the point as I'm very annoyed and dissatisfied with your service center KMW AUTO SDN BHD Puchong.
All this while my car had no issue except for the shock absorber which was worn out.
When I took my car to your service center (KMW Auto) and request them to replace the shock absorber, they inform me that I need to replace other parts as well to prevent it from further damage of other part in future.
since Kia was giving good promotion on Parts, I decided to replace all the parts so my car will be in good condition for next couple of years, "I was absolutely wrong here because each time I send my car to Kia Service Centre the car will come out with new problems"
After I replace all the parts at KMW Auto, my car started to give so much of problem. Before with old parts no funny sound appearing from front but now a lot of sound appearing after I pass over the bumps.
This is either the service center did not replace genuine parts or the foreman are Incompetence in fixing the parts. There's only this 2 possibility.
I brought my car to your Kia service center (KMW Auto) for more than 3 times to fix the issue but unfortunately they unable to fix it. As I mention earlier it could be due to incompetency in replacing the parts.
Each time I complaint on the same issue and bring my car to them. The problem never resolved.
Refer below for detail issue:
FYI,
On 15/02/2018 I drove my car to your service center (KMW Auto) and complaint on the issue. They check and inform me the issue is fixed.
The moment I drove my car out from the service center, I still can hear the sound and immediately took back my car to them. Then, they requested me to bring back the car on 19/02/2018.
On 19/02/2018 I send my car to your service center (KMW Auto), request them to take some time to check my car properly and fix the issue permanently.
On 21/02/2018 @ 1745hrs I receive a call from Mr. Robert (KMW Auto) saying the issue has been fixed. They have disassemble and assemble the parts again.
Since I was busy with my business and was outstation, I get my brother to collect the car on 23/02/2018.
When I came back from business trip, I test drive the car and notice the issue still has not been fixed permanently.
Recently on 05/03/2018 I bring along the Service Manager Mr. Robert to test drive my car and proof to him the sound still appearing after I pass over bumps and he acknowledge my complaint and request me to send over the car for checking on 09/03/2018.
On 09/03/2018 morning I send my car for (KMW Auto) Puchong and request them to check properly. The car was in service center for 11 days. I got a call from Cindy on 20/03/2018 and informing me the car is ready and all the repairing work has been carried out.
Since I was not around on the day, I requested my brother to collect the car from service center. When I test drive the car the same day night and next day, I still can hear the same noise coming after bumps.
But this time was more worst. There was additional new sound (knocking sound) coming from front when I turn the wheel on my right/left.
Imagine the service center kept my car for 11 days to fix the noise issue which was coming after I pass over bumps but instead of not able to fix the issue they created new problem.
Is this the standard of Kia service center? Do not know to diagnose issue and fix but instead give more problem to the car?
On 26/03/2018, again I brought my Car to service center (KMW Auto) and report the new issue (knocking sound) coming from front which caused by the service center and the same previous issue (sound after pass over bumps).
The same day I test drive the car with Mr. Robert and proof to him the new sound after my car came out from service center on 20/03/2018 and the previous noise not resolved
And the same day I send my car to (KMW Auto) Puchong to Mr. Robert as he said the technical expert team from HQ will be coming over on 28/03/2018 to check another car and he will get them to check my car as well.
Since Mr. Robert was with me in car for test drive, I requested him to drop me back home which is not far away from the service center and he drove my car to the service center.
From my understanding on 28/03/2018, the technical expert team had check my car but no one from the service center call to update me.
On 31/03/2018, I called Mr. Robert to check what's happening. He inform me the feedback from technical expert required to replace absorber mounting.
He have inform me, they will order the parts latest by 02/04/2018 and replace it first to test if the issue resolved. And also mention will get back to me by Monday to update the status.
On 03/04/2018 & 04/04/2018 I called Mr. Robert but he's not answering my call. I had to call the service center and ask for update but no one able to answer what's happening with my car and the agent Gerard inform he will check and will get back to me.
After that, Robert call me and said they already replace the absorber mounting and waiting to test drive the car.
On 09/04/2018 I called Robert and he said suspect the link rod faulty. Need to isolate the link rod portion.
After that, still no update. On 10/04/2018 I called Robert again and he said everything is ok, except there is some noise which he will look into and will get back to me on 11/04/2018 before noon and I shall collect the car on the same day.
Knowing the service by Kia is really bad, I already predicted no one will call me back because since day one Kia service center (KMW Auto) Puchong don't call me to update. I always have to call and follow up with them.
After 2 days still no call from service center (KMW Auto) Puchong. On 13/04/2018 I called Robert and he said going for test drive the car.
Point to be noted:
On 19/02/2018 drop my car to your service center with half tank of petrol but when collect the car the petrol was at E indicator - reported problem also not solved
On 09/03/2018 also drop my car with half tank petrol but collecting time petrol was at E indicator - Again reported problem not solved
On 26/03/2018 petrol was 2 bar below full tank. Not sure how much petrol will be used this time.
My petrol being utilize fully but the problem was never solved. Can I get explanation on this? I send my car to service center to fix the noise issue but why my car being use on the road more often rather than fixing the issue?
Summary of the issue from my side:
On 15/02/2018 - Drive the car to service center. They said already repair the issue and while driving back home issue not fixed. Requested me to bring back the car on 19/02
From 19/02 - 21/02 (2 days) car at service center. Inform me the issue is fixed but when I drove the car the issue was not fixed.
05/03/2018 test drive the car wit Robert. Requested me to bring the car on 09/03/2018.
From 09/03 - 20/03 (11 days) car at service center. Issue not fixed instead the problem get more worsen
On 26/03/2018 till today 13/04 (19 days) car at service center and still figuring out the issue.
I need to know what is happening with my car and what has been done to my car?
I strongly request detail chronology report from the service center for every single day my car being in service center and what investigation was done!
I need to know who is going to compensate my petrol which was fully been utilize by the service center. I did not use the car for 32 days, who will compensate this cost?
Point to be noted and revert to me with explanation:
1. Kia need to understand, I'm not free to keep sending my car in fixing the same problem.
2. When I replace the parts from Kia Service Centre (KMW Auto), why the old parts was not given to me? When I replace the side mirror from Kia Red Cube PJ Branch, they (Red Cube PJ) given me back the old parts but this SOP was not practice by (KMW Auto) Puchong.
It is the service center responsibility to return the old parts to customer no matter if they need it or not. But in my case the old parts was not given to me. Why?
3. Are all the new parts installed by Kia (KMW Auto) Puchong are genuine parts from Kia or it's from other manufacturer? If the parts are genuine, is this issue are due to incompetency of foreman in fixing the parts?
4. Who is going to fix the issue permanently and for good?
5. Provide me detail Chronology report from the service center as mention above.
I need to know what is so complicated issue that the service center (KMW Auto) Puchong not able to fix it?
If this is the standard of Kia service center (KMW Auto) Puchong. They should just close down the service center. There is no purpose for them to run the service center if they can't fixed/handle issues.
I strongly request Kia Malaysia to get this issue fixed once for all before I escalate it to your GM.
I am totally devastated by the service provided by Kia (KMW Auto) Puchong. I appreciate if the Customer Service (CSD) Manager could return my call. I have left my number below.
Name: Simret Singh
Contact No: +[protected]
Car registration No : WWU 3616
Email: [protected]@yahoo.com
FYI, as of today 13/04/2018 my car are still at Kia (KMW Auto) Puchong.
Thank you,
