Tan Chong Motor Holdings
reviews and complaints

Dear Sir/Madam,

I am writing to express my dissatisfaction with claim denial by Nissan Edaran Tan Chong Motor, for my Nissan Trail [VEV4587] that I bought in 13 July 2020. Despite just reached to 3 years but it was still under 5 year warranty coverage after I bought addition 2 year extended warranty from Nissan Edaran Tan Chong Motor with additional payment MYR 2429.50 in order to have peaceful mind while having Nissan as my main vehicle after thought Nissan car shall provide the best facility as one of vehicle branded in Malaysia , However , this expectation have totally changed my mind about Nissan brand for their after sale service provided, Despite I have sent my car service to Edaran Tan Chong in this 3 years without miss and haven’t send to out since thought still secure for extended warranty program that I had purchased ,However when come to situation, a lot of denial by Nissan after my car has not been yet settled in a satisfactory manner. I was not able to resilient as 1 side service system record only since no more stamp cop after service (service book) no more applied for customer references which I would like to bring the following issues to your attention:

Unreasonable denials: Certain aspects of my claim were denied without a valid explanation or investigation. As example 1st denial when I send my car to service centre at Sg Rasah Klang after perform regular major service , I do complaint that my car still unsmooth when want to start the car , then did computer system diagnosis , since they said unable to identify the problem at first then I need to left car to service centre for further checking at Nissan sg rasah Klang, then I followed as advised, then they called and informed me that suspect due to car engine problem after diagnosis , the suspect said gasket has burnt and need to overhaul but it might will cause charged to customer , they explained for bring down the engine to further check on engine it will cost me MYR500 – MYR1000 plus and this depend after they check engines , cost maybe up to MYR 14 000 as rough figure they shared. Then I said to service supervisor that I think my car still under warranty coverage but he simply said , there no warranty if engine overheat then I shocked , I said my car have not any overheat problem so far only unsmooth start at morning , how come just only 3 year and I do normally service at Nissan but having this kind of problem , then he said previously my car have change replace radiator due to having leaked issue due to minor accident which cause the water leak from radiator, I say yes I have but that 1 year past and all I did at Nissan when I paid every cent they charged in order to repair and fix it , change to according recommendation to me as service supervisor said to me . But that time when I send my car to Nissan Tan Chong , there are no report said due to that past issue will cause to overheat and leak to engine which is this unreasonable as I already use almost 1 year plus without any issue . Due to that time I was not sure if I was taken the extended warranty or not then I go and digging back the old folder found that my car still under warranty with this extended 5 year warranty with unlimited mileage (refer appendix 1). After that I have to bring back my car go home then I call helpline care [protected] to seek further clarification, these extended warranty cover on what features after that I get clarification from service operator then I called again to Nissan Klang to get further clarification why denial to my first claim? I believe that these denials were made without proper assessment and evaluation of the circumstances surrounding my claim. I request a reconsideration of the denied items based on accurate information and a fair review.

Delays in processing: It has been 2 weeks since I submitted my car to service center as after I verified that I still under warranty then ,they said agreed that my car still extended warranty and they want me to send my car for them to submit warranty as they less of evidence and need take some photos as they said , and I have yet to receive a resolution but after almost 5 days , they called and feedback said that my warranty rejected , 2nd denial from Nissan they claim I was miss to send service for 90000km but I said I haven’t send my car at out except Nissan Tan Chong then again they rejected my warranty claim . From what I thought when come customer to go and claim, it seems they tried to find mistake done by customer negligence at this part in order to reject the claim warranty by customer. Due to this a lot of unreasonable denial , this extended delay in processing my claim has caused significant inconvenience and financial strain, as I have been unable to cover the expenses that were supposed to be covered under my warranty policy.

Lack of communication: Throughout the process, I have experienced a severe lack of communication from Nissan company. Despite numerous attempts to obtain updates on the status of my claim and my car condition, I have received minimal response. This lack of communication has left me feeling disregarded and frustrated.

Unsatisfactory customer service: The level of customer service I have received during this claims process has been far from satisfactory. The representatives I have dealt with have been displayed a less of empathy towards my situation. I believe that I deserve better treatment as I still Nissan customer and I need closely update on the progress by refer to my report VEV4587 that I addressed , I was suppose to receive the update within this 2-3 day about of my warranty claim rejection as her promised but till now yet received either from service centre that I did or customer service that few days ago called me , this will lead me to feel more dissatisfaction, frustration , angry , unsatisfied and various feeling about how Nissan treatment .

I would like to resolve these issues promptly and amicably. I request a thorough investigation into the handling of my warranty claim and a fair resolution that is in line with the terms and conditions of my policy even when I bought this extended warranty this was not being properly address and explain on the term and condition. I also expect a timely response to this complaint within 1 week from the date of this letter.

If my concerns are not adequately addressed and resolved, I will be forced to explore further options, including seeking legal assistance and lodging a complaint with the appropriate regulatory bodies that an act to provide for the protection of consumers under act 1999.

Please be transparent to customer when come to policy explanation or promotion and not only promotion extended warranty Nissan have for time of period , really frustration, disappointment ,regret, feel betrayed and a lot of various feeling about nissan when come to situation or batch problem on the unit car with engine due to poor in quality . Whether it’s for repairs that should be covered but aren’t, or simply getting the run-around to customer , it can be so frustrating have being treat like this . Feel that the extended warranty program was a waste of money and that we are not getting the coverage Nissan were promised but try denial find customer weakness to reject the warranty claim .

I trust that you will take this matter seriously and take immediate steps to rectify the situation. I look forward to your prompt attention and a satisfactory resolution to my warranty claim which still valid in time .

Please consider.

Yours sincerely,

Hamzah Alias

Came here for normal service 2 weeks ago and they charge me over 600 but no proper work was done, the car no pick up at all and even the smallest things during service was not done, no wiper water was refilled, no battery water refilled. Waited over 4 hours. Came again to check on th car pick up and the service is so bad. Over 3 hours and still nothing has been done. Very disappointed

In 2022, signed an extended warranty (for 4th and 5th year) approached by Tan Chong service agent in the service center for my Serena bought in 2019.

Last 2 week the aircond pump is having issue/faulty and claim under the warranty, however being informed that the replacement part will not be original. part.

We are extremely shocked and unsatisfied due to we did not expect Tan Chong Service Center to collaborate with insurance partner on replacement of faulty original part with OEM (or not original part). In way this is quite ridiculous. Perhaps that stated in the terms and condition or hidden, where we are very disappointed with Tan Chong Service.

Last 10 years I am doing car service in proper manor. But every time after warranty period when ever I go there service engineer is not doing check-up in front of us.. Even we talked about some issues also. Sure that issue won’t fix at the time delivery.

If we ask no stock. Not sure why never tell before. Really not sure they aware of stock or not

Cause: After come back to home / Office and keep calling this is not working and that one have some issue. We no other choice ask them to change then below issue

1. No Stock. Need to come another working day

2. Ok. Then we call and inform 20/01 any one of 25/01 to 29. No service.

I purchased my X Trail in 2017 with an extended warranty (7 years) which expires in 2024. On 1st Dec, I sent my car to the Taiping Nissan outsourced service center for service and complained about the noise in my engine. They then confirmed that the noise was from the gearbox, and it would need to get TCEAS's approval before they can have this fixed. After having submitted all the documents they had requested, there wasn't any response.

I then called up TCEAS on 11th Dec to check on the warranty status, and received a call from Ms Yew on the 13th of Dec stating that the warranty has been approved. They then told me that the Taiping office needs to order the parts after which they'd call me for rectifying the issue. Having waited for 2 weeks, I then checked with the Taiping office on 27th of Dec and was told the parts were in but they have not received the warranty approval from TCEAS.

I then inquired through customer care on 30th Dec to which I've not received any reply yet. I then called TCEAS on 3rd Jan and was told that I'd get a response by end of 3rd Jan, which I'm yet to receive.

Dear customer service team,

Good afternoon. I’m Leong Chin Siung, own a Nissan Serena C27 no plate SK8216B, under my wife's name Lew Sook Keng, which you may find in your system. I hope, really hope, hopefully, my email may reach your direct channel & get your management's attention & resolve my problems.

In the last session I drove the car to Nissan Service Center Kepong for checking because I noticed that there was a noisy sound once switched on the aircon, aircon was also not cold & the temperature is unsteady. Once the checking is done, the technician diagnosed that the aircon compressor was faulty & need to be replaced at the cost of RM4980, excluding labour. I’m so shocked & unbelievable, why? You please tell me why?

WHY does such a “Brand New Nissan Serena” with 50,000 mileage only already have an aircon compressor problem?

WHY is such a “Brand New Nissan Serena” with 3 years only the aircon compressor already faulty?

Your advisor Mr Chong told me that the aircon compressor for Nissan Serena is a very common problem it doesn’t matter how much mileage it’s have gone, my Serena warranty is over 3 years can’t claim the warranty, many Serena car owner replaces OEM part in outside.

There are many Nissan Serene C27 complaints about C27 issues, such as Nissan Serena Owners Club (NSOC) Malaysia, and Nissan Serena C27 Owner/Fans Club - Lowyat Forum also complaints about the C27 aircon issue. Some of my friends bought the Nissan Serena car less than 3 years (Owner for WC8819K, VFT9211 & FB8398) and also had an aircon compressor issue. Even worst less than a year also have the same problem but luckily, she can claim a warranty from Tan Chong Nissan. After doing the studies, it is proven that your staff statement is correct about “aircon compressor for Nissan Serena is a very common problem”. Your management can Google on the internet to source many comments on Nissan Serena's aircon problems.

I’m very frustrated & disappointed with Tan Chong Nissan, if your internal staff is also aware that the aircon compressor is a “COMMON PROBLEM”, means this is a manufacturing defect, thus Tan Chong Nissan should resolve the thing. I deem my right to request a replacement of a new aircon compressor.

I deem my right to request a replacement of a new aircon compressor. During MCO, I didn’t drive a car, thus the actual drives are less than 2 years. Tan Chong Nissan should extend my car warranty because 1 year plus MCO, many peoples are WHO, limited travel.

I own a sedan car Honda City BMW8126, 8 years didn’t cause me a major problem, aircon is still very cool until now. Another ex-car Toyota Avanza WNV4316, which I drove for 10 years also never happened an aircon compressor faulty. But this Nissan Serena consider the most expensive car that I ever own, within 3 years already had an aircon compressor problem, and as a consumer, I really couldn’t accept it & this caused a bad experience & my negative impression of Tan Chong Nissan.

I deem my right to request a replacement of a new aircon compressor. Your management please don’t reject my request with an excuse that the warranty has been over. Your management must understand that MCO is started from 18 March 2020 – 1 November 2021, and the car is very seldom in use or drives long journeys. If deducted the MCO, my car's actual on-road is 2 years only, hence how could I accept that the aircon compressor faulty is bear by own? This is a manufacturing defect that needs to be solved by Tan Chong Nissan, your management must be honest about this matter.

I deem my right to request a replacement of a new aircon compressor. Please assist me on this matter ASAP.

Regards,

LEO LEONG

[protected]

[protected]@gmail.com

My 45 months old Nissan Teana year 2018 ( VBY 6877), purported to be a premium model, encountered Gearbox problems, so explained by Tan Chong Nissan service centre . I am very disappointed as I have been taking good care of my vehicle and always carry out my routine services at Tan Chong Nissan service centre. Also made aware of the seemingly issues of Jatco CVT problems.

Am I still under manufacturing warranty? Looking forward to have a positive solution in Nissan namesake favour, furthermore my previous car was Nissan X-trail.

My card number : [protected] car number su1808f meet an accident on nov 2019.. Made claims at tan chong body parts sekyen 15, shah alam but the problem on the right hand side tire the drive shaft problem remains unsolve.. Been asking but the kurnia insurance and body part team is just kicking the ball left and right.. Please take an action and solve my problem.. And the insurance never paid me back any compensation money, please solve as my car is geeting worst, and thanks in advance

1. I sent my Nissan Serena for a full service at Tan Chong Balakong in Selangor, Malaysia on 30 April 2022. This included service of the aircond system.

2. On 6 May 2022, my aircond stopped working temporarily. I also noticed a loud sound coming from my aircond compressor.

3. I sent my car to Tan Chong Balakong for a check on 9 May 2022. I was told a new compressor needed to be ordered and tentatively it would be fixed by the next week.

4. On 13 May 2022 I made a call to Tan Chong Balakong. I was told that the approval for the order of the aircond compressor had just been received. The new compressor would arrive in another 2 weeks. In the meantime, I could not use my aircond.

5. It is extremely discomforting to drive my car around without cool air.

6. More importantly, I find it odd that the compressor went out of order one week after a service by Nisaan.

I am very very unhappy and disappointed with the services & feedback from Tan Chong workshop in regards to the rejected warranty claim for my Niissan Xtrail - air cond compressor as all the while I am servicing my xtrail at Tan Chong workshop since I got this xtrail. The reason that I got from the service advisor for the warranty claim rejection is due to delay in servicing. But as we all know that from the history records my nissan xtrail had been loyal in getting servicing from Tan Chong workshop although it may not be time due to MCO restriction. Pls take seriously of this warranty claim matter as I will bring this matter up to your upper management if it is not handled immediately. Actually this warranty claim was submitted last month and they never called me up to update on the status until yesterday I decided to call up to follow up on the matter. I can conclude that all the services provided by ur co is really poor and unprofessional at all despite Tan Chong Group is such a big co. Hence, kindly pls look into this matter immediately.

Date and Time: Since 5th May until today, 9th May 2022.

Complain: I have been calling the service center since last week to check on the availability of the part that is required to fix my Nissan Serena. The part was supposed to be ordered 5 months ago. I have called 5 times, promised to have someone to call me back but nobody call back until now.

Appreciate it if you could keep me posted on this complain via my email: [protected]@gmail.com

Tuan,

Dilampirkan sekali lagi keadaan cabin air filter yang dipasang oleh staff teknikal Tan Chong Express Auto Service Sdn Bhd (TCEAS) Kota Bharu. Segala rekod servis ada dalam sistem Komputer TCEAS. Saya membuat pemeriksan kendiri keatas penapis air Cond pada kereta saya dan amat mengejutkan setelah mendapati air filter air Cond yang dipasang pd kereta saya tidak dipasang dengan betul, dan keadaan air filter itu amat mengecewakan, sekaligus menyebabkan penapisan udara yang disedut oleh blower tidak mencapai penapisan optima dan akan menyebabkan cooling coil kereta saya terjejas. Oleh itu, saya ingin pihak TCEAS Kota Bharu bertanggungjawab sepenuhnya keatas kelalaian kakitangan pihak tuan. Saya selaku pengguna meletakkan kepercayaan penuh pada jututeknik terlatih dari TCEAS, namun kepercayaan ini dimusnahkan begitu sahaja. Saya inginkan aduan saya ini mendapat keadilan dari pihak TCEAS.

Sekian.

I have using serena C27 for not even 3 years, the biggest problem has arose. The ABS system broke down. Luckily i just continued the warranty for another two years. If not, i will need to pay RM13K for the claim. Recently, after 3 years and 2-months of using it, another big problem came. The aircond compressor broke down. What kind of product is this? The price of the car is a premium price, but the product is just bad as that. Better use local Malaysian car which is much much cheaper. Tan Chong needs to take responsibility of these issues. It is not only me having such problems. When I discuss in Serena C27 Facebook groups...there are so many customers having the same problems. Be it leaking absorbers, compressor, ABS system etc...

I am planning to sell the car once it is fixed...no more nissan under Tan Chong. Bad service

I have made a 20000km milage service on the nissan drive apps. But to my dismay when i reach they cannot even service my car and ask me to reschedule. If i could make it in another date my milage will exceed the 20000km mark. Thus my waranty will be void. What is the purpose of the appointment when i come over to the do the service yet i am declined to have the sevicee done! Then they ask me to reshedule my service apointment. If i have suppose time on a later data i would make the apointment on that specific date. What a joke!

12th January 2022- We have sent our Renault (VDE 6848) to Setapak Service Center. Then, they have requested to send our car to Tan Chong Workshop in Jalan Kemajuan, PJ.

Our warrant is still valid and was confirmed by the staff of Tan Chong Workshop. Mr. Ganesan. As at 15th February, we received call from Mr. Ganesan saying we need to pay a lump sum of Rm 25k to take our car back.

My question is, why the staff did not check or inform us about the payment before accepting the car for repairing? Is this a scam that is targeting us?

Please refer to this complaint as soon as possible or I would have to share this in our social medias about this problem.

I own a Nissan Teana XV250V6 registered in 2014. Number plate KDR 2772. The soft touch dashboard has begun to become oily, sticky and there are numerous coin-sized bumps forming on the dashboard. I complained to ECTM Prai Penang and was told to change to a new one costing RM3941.00. I'm not happy to replace a new one because this same problem will happen again after a while. I feel that this dashboard is of inferior quality and material.
I have read and saw many complaints about this melting dashboard phenomena in youtube and it is a fact in Malaysia too. I am reluctant to drive this car now as a lot of dust, fibres and pollens keep sticking to the sticky dashboard and it is driving me crazy. It gets worse under the hot sun and nothing can clean the stickiness off.
I hope you will look into my problem and come up with a permanent solution. A new dashboard is too costly (rm3941.00) for me. And this same melting problem will happen again under our hot sun. Waiting to hear from you soon and thanking you in anticipation.

VBR6112… On 3/1/22 complain air cond … and send to Kepon Branch service centre … checked said is setting problem … after 1week send in the car again for the whole day checking complaining compressor have problem … after being identified it is compressor problem by put in the car in the centre for whole day…. Yet no action bec said waiting HQ to approve … After 1 week HQ said need to appeal…and wait for answe again …. Today send in the car again asking them to listen to the compressor sound so loud … yet no one can answer me…still asking me to wait … I not sure what to wait … it is irresponsible human being attitude in the customer service dept… My car is still under warranty… question is what to wait, what are they trying to do, , , , some more near CNY I need my car to travel outstation… pls answer

I'm a nissan xtrail owner. My car still under warranty. Recently I got some issues with my car. My car bluetooth unable to work properly when connected to my phone. Complaint made on 22/06/2021 at kota damansara service centre. They said the mic was faulty and need to replace. They update that they are searching for part number for the mic. Until today there was no ant updates on this issue. Are they still looking for part number for this past 6 months? I dont u nderstand what kind of reason is this. This kind of issues can ruin the reputation of tan chong malaysia and nissan brand as well. Already called sevice centre and customer service so many times. They cant solve the issue till today. I need and update and solution for this issue as soon as possible. Thank you.

I have a problem with the car compressor. I have done feedback to the Bandar Perda service center 3 weeks ago and until now I have not received any feedback from Tan Chong or the service center. For your information, this Nissan serena is only 2 years old and already has major problems. I have used several car brands before and have not had a big problem like this. I also wonder why replacement items take so long to replace.It is likely that I will complain about this matter to KPDNHEP if replacement items have not been received in the near future.
Here I am requesting that spare parts be expedited or given a replacement car to make it easier for my family to move anywhere.

Both of my cars need the warranty parts and is being delayed. Its frustrating to suffer bad service and timinG

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