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Since my earlier complaint around mid Nov 2018, provided all the details with proofs & evidence especially the Extended Warranty Booklet which beyond your Malaysia Authorized Dealer, ETCM's denial, but regret that still no proper investigation being carried out 9n the branch & appropriate action being taken against the crook Sales personnel concerned. This is really unbelievable & seems ridiculous for a 85 years old branded auto mobile manufacturer!
The complaint we filed earlier :
Re : Nissan Almera Car Reg - BPN 6308
We cannot stress our disappointment on the manner we had been cheated by ETCM on the purchase of Nissan Almera which made booking on 3/6/18 & fully paid before! 31/7/18.
We bought the vehicle during the "Zero GST" & Hari Raya festival Double Promotion Campaign along with Osim massage chairs Lucky Draw for months of June & July 2018 which were published in most of local newspapers ad supported by press release on 2 June 2018.
We were told by their Sales Advisor, Ivan Chai that the draw would be run by computer in HQ with condition of vehicle must be registered before 31/7/18. But in fact this Lucky Draw campaign was subsequently aborted by ETCM without any public announcement or rational explanation.
But worst & more shocking was that the Extended Warranty we paid in addition to the Hari Raya offered package cost RM1, 000 for 2 years was totally not recorded in Nissan's Customer Database as informed by the Service Counter officers when my husband sent the car for repair. This money was paid togtether with car price & we were also given the "Extended Warranty Booklet" by the S.A. as the proof for what we had paid for when he delivered the car to us on 31/7/18 at Nissan's Glenmarie branch.
Their HQ Customer Service Dept claimed that RM1000 of Extended Warranty we paid for( the true lie & misled by their S.A. Ivan Chain) was for warranty for 4th & 5th year which was totally in contradict to their advertised 5 years Warranty with Unlimited mileage! They further claimed that ETCM has ceased Extended Warranty for 6th & 7th year w.e.f. 1118, but the question is WHY we were still given this Extended Warranty Booklet in July⁉⁉(take note that we had requested from this S.A. more than 4 times for proof of Extended Warranty that we paid for to be stated in the Official Sales Order Form, Tax invoice, Official Receipt etc. but were all twisted & intentionally ignored but was eventually given this booklet as we insisted for the valid certificate before take delivery of the vehicle). And this Extended Warranty booklet was issued by the branch as could be seen from the photos with same hand writing with the free service voucher in the Owner Manual. They claimed that they are not obligated to all these happening by their S.A., worst with their Branch Manager further quoted that the Extended Warranty Booklet was actually given to us for customer's more understanding of Nissan's car warranty which we have to pay for a cost of RM1000 ! This is biggest joke & greatest lie in the history of world automobile industry! Beyond shame, we deem. Such an act is indeed deemed as mockery of justice in our opinion, which meant to ridicule all Malaysian who bought new Nissan cars ! How could Nissan's Authorized Distributor in Malaysia is allowed to let such ridiculous trick to proceed on without willing to look in depth of its cause and put an immediate stop to such unhealthy intention for other potential opportunists to possibly create further unjust and unfair misdemeanor out of their future customer or other innocent buyer's expense & cost!
Where lies the justice & fairness, the Extended Warranty of RM1000 we paid for was not recorded in any document, invoice or receipt, but GPS Navigator we paid for RM1500 was billed at RM3, 584.91 but Credited out by CN at RM3, 583.91 which mean only cost RM1.00. Composition of RM14, 000 was not revealed but was only told made up of Co. Festive discount of RM12, 000 + Special Trade-in discount of RM2, 000 when making booking on 3 June 2018, which Questionnaire for Trade-in Discount as specifically applied & requested by the S.A. were also sent to me via MMS. We had also forwarded a critical question to the S.A. for advice by way of WhatsApp message.
One must bear in mind that in this new vehicle sale, customer is totally in no position to cheat or mislead this Nissan distributor or dealer as all the model, packages, price, optional items are prefixed or determined by their authorized distributor. But regret when we made complaint to them, ETCM even refused to look at the documents or proofs we wish to present to them or investigate further until last Monday 3 Dec 2018, after we made police report on 1 Dec 2018.
This is truly shame for a Global organization carrying century old branded vehicle of the region.
Should it be as what was claimed by both of ETCM's S.A. and Branch Manager (Mr Vincent) that our RM1, 000 was paid for 4th & 5th year Warranty, then your total festive discount should be stated as RM13, 000/= & not RM14, 000/= then in what logic we had to pay RM1, 000/= to reinstate back the Warranty to 5 years?
This is absolutely ridiculous excuse & horrific misconception but a farce. How could Nissan's Quality Assurance on the vehicles they authorized to distribute to the Malaysian market be traded in such cheap way in which they claimed can be as optional in this instance but was never being listed in anywhere in their optional items listing. Standard warranty of 5 years(which consist of 3 years by manufacturer & 2 years by the Dealer) was stated clearly every where, in their media ads, catalogues, big displays in the show rooms etc.
Even if this claim were to be true, the RM1, 000 must be shown in their Tax invoice like the Navigator monitor we purchased as another optional item, but regret it was NOT, and not even as Extended Warranty which in fact meant for 6th & 7th year!
Even the RM500/= Booking Fee or Refundable Down Payment we paid on 3rd June 2018 was not deducted as Down payment or Deposit in the detailed breakdown of their Official Tax Invoice.
The package of Hari Raya festive discount of 12K +2K can be further proved with the Questionnaire ETCM HQ sent to us which we redirected to their S.A. for what to answer! All proofs and evidences we presented are genuine facts and beyond anyone's denial.
Our insistence on RM12, 000 + RM2, 000 discount with full 5 years' Standard Warranty could be seen with their S.A. own handwritten cancellation & alterations remarks in the "Blank Order Form" and the negotiated Price & Optional items Listing.
We had never been explained of breakdown of 14K or 12K discount by anyone from their Co. till we met Mr Vincent on 29 Nov 2018 for final amicable discussion in which we handed him our official complaint in written.
Attached herewith all the evidences & proofs for your further investigation & perusal. We believe, Lots of people had been cheated by this salesman and branch but not discovered yet cause this is something hidden in their own customer database record unless customers check their warranty with the Service Counter personnel. If not, one will only find out this after the claim arise or 5 years later! Note, the actual facts being manipulated here!
Let's be professional, revert with fair & justified finding from your investigation & SOP compliance
