POOR SERVICE Experience with Tan Chong Motors

[clarence]

Sent my car in to Tan Chong Bt Timah today at 9am.

When I told the Service Advisor (SA) the problems, I was taken aback by his defensive attitude.

I have highlighted in BLUE the answer the SA gave me when I collected my car :


1. I told him that my air con ws not cold when I set it at 24 degree and he said that I had to set it to 22 degree. He also said that 25 degree is meant to be heater temperature      

Ans: Air-con is normal. Need to set thermostat temperature lower nearer to 20 degrees. 


2. I told him that  the wing mirror seemed to be loose as I could hear the mirror vibrating when I close  my driver door. He immediately shot back that this was due to the blind spot mirror I fitted on my wing mirror. I had done checks and am 100% sure it has nothing to do with the blind spot mirror. This vibration already occured before I fitted thr blind spot mirror.

Ans: Nothing wrong with mirror. Vibration still exists. 


3. Next was the notorious KIAK sound when one closes the boot. Again, he immediately shot back that I could have hit the metal rod with some object. Anyone of who owns a Latio and am of sound mind would know the positionof the metal rod, above the CD changer would deem it impossible for this to happen.

Ans: KIAK sound is gone when I closed my boot at 5:00pm during car collection,      but sound appeared again when I just trie dclosing the boot again at 8:30pm. 


4. Then I told the SA about the numerous bubbles on the window tinting on one of my side windows and requested for tinting on that particular window panel to be redone. I also told him that I am willing to overlook the other 2 side windows which has 2 bubbles on each window. Again, the SA shot back and asked me if the window tinting was done outside. I suspect he needs to have his eyes checked and be prescribed glasses, as there is a ULTRAMAX sticker on my windscreen, clearly indicating that the tinting was a Tan Chong Mtotrs in-house job.

Ans: Nothing done. KIV till next servicing.      


I was told that my car would be ready for collection at 3pm. When I arrived at 3pm, I was told that my car was not ready for collection yet. I finally collected it at 5pm, despite asking for my car not to be washed or vacuumed thinking I could collect my car faster.

I am amazed how a simple 1000km oil change could take a total of 8 hours.

I had been very polite during my conversation with this SA, and do not condone such unacceptable bad service from a reputable distributor like tan Chong Motors.

Those who plan to purchase a Nissan, I would strongly urge you to have 2nd thoughts.

[gh05tss]

It not abt the Brand, company or the rest of the Staffs...

Just that 1 solo, single SA that damage the whole show, my advise, write into their customer service, name the SA and let them know...to me their Customer Service works.

Please post his name and let's shame him...

[Keromond]

Heh Bro...ur 1k servicing like... no service at all like tat.... think u really need to highlight to their management.

[Silver]

just wait for sms to give feedback and do call the number given
believe that you will speak to Pamela
I had some matters arising during the 5k servicing
Pamela made appointment to meet her workshop GM
now am receiving royal treatment

[iagree]

hi clarence

3 words to offer to you.

TAKE IT EASY!

[arias48]

Thought the Bukit Timah service center is the best among  other Tan Chong service center? SO which service center most recommended?

[limck007]

i tot UBI and Bukit timah are the 2 best one??

[clarence]

I thought the Bt Timah branch was the best too, until I sent my car in for servicing.

Service standards have apparently dropped drastically, as related by a friend of mine when I related this incident to him.

My friend was telling me that his Nissan Sunny was not properly checked during servicing and those ticks on the service docket were simply ticked without the proper checks being done. 

[canjoy]

I always send my ride to Ubi, the service there is  . My service engineer will make sure my problems are resolved & follow-up by calling me.

[Zylon]

I always send my ride to Ubi, the service there is  . My service engineer will make sure my problems are resolved & follow-up by calling me.

me oso service at UBI,  , my service engineer oso very good, even after my 1k service, i call him 2 days later, he still ask me to go down to resolved the problem for me.
 

[kspchew]

Cool down. Write his name onto the survey form that you received with your invoice and sent it back to them

Have tried Toa Payoh and Lok Yang, both offer decent service and the staffs are pleasant. Anyway, my warranty expired already, so going to AS.

[haymu]

Disclaimer first: I'm not working for TCM.

I brought my car to check for some engine noise, outside my servicing schedule, at the BT SC some 2 weeks back. I was rather pleased with their service. They changed a few parts for me under the warranty, no questions asked. They even followed up with a call a few days later to check if the problem was resolved. The same level of service was rendered when i was at Ubi SC the previous time. I tend to beileve that alot of bros here had the same experience as me.

While i sympathize with your unfortunate experience, lets be fair to TCM and not condemn their hard work jus bcoz of an isolated incident. There will always be a 'purple traitor' in any organization no matter how hard 1 tries. You should identify that idiot to the management. I'm sure royalty treatments will follow thereafter as they care for their customers. 

1 thing though, you should always call n check if your car is rdy for collection or wait for their SMS. Expected time of collection is not the confirmed time of collection.

Cheers!

[walkman]

can we all know who this SA name? btw i heard Ubi has bad history??? 

[detach8]

i have been going to the west west side (lok yang?) for my service

my 1000km service on a sat morning 9am i had a very very rude SA... and the same problem with mine was the kiak sound when closing boot. his response was "ITS LIKE THAT ONE" and told me he will show me other latio with this problem. hai.. nevermind. i just want to get my servicing done and get lost. took about 2.5 hours.

my 5000km service on a sat morning 8am.. now i know liao must go earlier cos by 9am the place is crowded sia. the SA was nice and friendly, and he explain the various things they going to service today. i did not have anything to complain about the car, so do not know how they will respond to the requests. took slightly less than 2 hours.

actually i learn that when going servicing try to go during off peak time because on days like saturday these people also want to quickly clear off the cars and go home...

btw for the boot noise just apply grease on the red plastic.

[iagree]

Thought the Bukit Timah service center is the best among  other Tan Chong service center? SO which service center most recommended?

Hi arias48

I would like to say this to you abt TCM @ BT, "my foot" :)
My boot noise problem, during my 1000km (first) service, i told them abt this noise issue, they said it's like that one, all Latio rides have this problem!!! Ma de, u imagine? Then they just apply something on the 2 "rods" to lubricating it... but it doesn't help to solve that issue at all?

Regards.

[iagree]

I always send my ride to Ubi, the service there is  . My service engineer will make sure my problems are resolved & follow-up by calling me.

Hi canjoy

Who is that guy whom service u?
His name pls?

[tchekchuan]

Hi canjoy

Who is that guy whom service u?
His name pls?

I think we should name the guys/gals who service us, so that we can be aware when he/she attend to us.
I sent my car on 17th Jan 2009 at bukit timah for my 1000km.
The name of the guy who service me is alex, and i can see his service is pretty good ( though his face doesnt look those friendly kind). He explains to me what are the things they will service ( i dont know if they got service or wat, tat is another thing). I installed the security alarm as well and he is quite patient to show me the function.

[leolooi]

i understand your agony bro...me also experience this for my 20,000 servicing at Ubi.....long service timing i still can accept but one issue can't forgot is when i highlighted the pop up of the security sensor cover on the dashboard and wanted them to change, they did not do anytihing end of the day...at first said they forgot, den wait another 30min say the cover out of stock got to indent for a week leadtime but i waited almost 3 weeks without anyone calling....end up i called my SE but he said can't do anything unless i remember who the service manger name den he can refer....but so long how to remember so end up have to wait till next serivcing man.....sigh...

[arias48]

I think we should name the guys/gals who service us, so that we can be aware when he/she attend to us.
I sent my car on 17th Jan 2009 at bukit timah for my 1000km.
The name of the guy who service me is alex, and i can see his service is pretty good ( though his face doesnt look those friendly kind). He explains to me what are the things they will service ( i dont know if they got service or wat, tat is another thing). I installed the security alarm as well and he is quite patient to show me the function.

Agreed with you, Alex is good. I got two yellow patches on two rims, highlighted to UBI during 1K service, they did nothing. Sent to BT one month later with another problem (rattling noise), he make arrangement with rims supplier for site inspection and they agreed to get a replacement for me. My car is now sitting at BT@SC to get this thing done together with 5K service.

[iagree]

Hi Clarence,

Who is the guy?

You shld look for Steven or Stephen @ Bkt Timah TCM. They are better.

As for the collection time, you must wait there, it will be faster. You can tell them you will be waiting at the lounge (but you can go anywhere you like...)

For my 1000, 5000, 10000 and recent 38000km servicing, there were ok.

May be that man is moody for this 2 weeks?

Regards.