Naza Kia Malaysia / sales service - grand carnival 2.2ex
We understood your Kia company has a very good management philosophy where responsibility & respect are 2 of the 3 main core value for the company. We believed trust, accountability & reliability are 3 important values in a sales team and customer service for the company. We are pleased by our purchase experience of Kia Cerato Forte in 2010 in Singapore. In 2018, we decided to purchase a unit of Kia Grand Carnival due to increase of our family size and we visited to one of your NKM Red Cube Centre after let go of our Volkswagen Jetta which we bought in 2016. We have informed the sale agent that we urgently require the vehicle before CNY as we needed it to bring our whole family which consists of 2 kids, 1 pregnant woman and 1 elderly mother back to our hometown. We were informed no problem and we will be able to get it before CNY.
On 2/2/18, we were told by the sales agent that he will get the color of the vehicle from HQ and it has arrived. We went to the branch to place our booking on 3/2/18 (Sat) and we were told the admin office was closed and the official receipt cannot be provided at that point of time. However, we were told by him that his admin office was opened the whole day on 10/2/18 (Sat). So, we did not receive our official receipt till date.
On 7/2/18 (Wed) around 9pm, we were told that our hire purchase loan was approved but the vehicle for us was sold to another customer. Our trust to the company and sales team was breached. As we urgently need to get the vehicle, we decided to change to another Kia dealer who has a unit of Grand Carnival for us after we confirmed with the sales agent that he was unable to get us the vehicle. He requested us to wrote a letter to his office on our request for cancellation of booking. We also contacted the banker on our request for change of dealer. However, according to the sales agent, our cancellation was blocked/ rejected by his branch manager and once again he claimed his branch manager was able to get a unit of black color Grand Carnival for us. And again he claimed his branch manager was confident that we will be able to get vehicle for us before CNY. As the branch blocked our booking and unwilling to release the booking, we have no choice and had to allow them to proceed. They had contacted the dealer who we would like to transfer to and blocked them from processing our booking.
Due to the urgency, we had been following up with the sales team on the progress and they never reveal the real situation to us. They had been telling us that we will get our vehicle by this week because they already gotten the unit from HQ.
Unfortunately, on 12/2/18, we were told by the sales team that we will not able to get the vehicle as promised (before CNY) on 10/2/18. Once again our trust to the company and sales team was broken again.
We were over-promised by the sales agent & the team. We were told by the sales agent that the vehicle will only reserve for us after it is registered under our name..which means after we placed the booking, we will not guarantee to own the vehicle if the supply is far below the demand. Toward the end of the event, we were told that they have total of 19 sales agent and there was only 1 unit for their customer, which mean, if all of them have 1 customer to get the vehicle, 18 of them are over-promised on the vehicle. Again, which mean only 1 of 18 will get his car after placing a booking.
Our right as a customer was jeopardized because we are not allowed to change to a dealer who can get us the vehicle. Now the pregnant woman have to take public transport to commute between Singapore and JB as she is unable to take early leave to go back to hometown with the family as we have to use the only vehicle to bring the kids and the elderly mother to go back to hometown. We are unable to get any bus tickets or air tickets to go back to hometown as it is too close to the CNY.
We are ill-treated as a customer who supposed to receive a service from the sales agent and the team. However, we need to act as a runner to go to the insurance company to cancel our NCD from the Volkswagen Jetta in order to transfer the NCD to the new vehicle. This is in order to expedite the process as we were told if we want the sales agent or the team to do, then we will not be able to get the things done by CNY. In order to do this, we have sacrificed our lunch time to rush between Singapore and JB to settle it. We are unable to get a day off because it is near the CNY and our colleagues are taking turn to go for their CNY leave.
This is really a bad purchasing experience with Kia and we hope we will get a reasonable correction action from the company, the sales agent and the sales team.
Updated by annie81, Feb 23, 2018
Hi bakayoko. Thanks for your comment. I have emailed to firstname.lastname@example.org and not getting any response from the company.
Do you know any other way to reach the company?
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