Proton COSE, Shah Alam review: Unfair charges & pathetic customer care service 1

PROTON, Malaysia

Addressed to:
CEO : Dr. Li Chungrong
Deputy CEO : Dato' Mohd Radzaif
Mohamed.

Dear sirs,

I bought an x70 from Proton COSE at Shah Alam in June 2019.

Registration no. for the x70 is BPW 8838.

1. I have always & only serviced it at Proton COSE, nowhere else, so far.

2. The 24 months/ 40, 000km service was due in July 2021, and labour charge is supposed to be free.

3. As Proton COSE is in Shah Alam & I live in Klang, no inter~district travel was allowed under Covid19 SOP.

In mid September 2021, inter~district travel restrictions were lifted, and I immediately arranged to service my x70 at Proton COSE on 25 September.

Because I serviced a bit later, on 25 September, I was forfeited my free labour charge.

I was never informed there is an expiry date to my free labour charge voucher.

I paid the charges under protest.

I find this very unreasonable, unfair, and high handed.

I then wrote to the Customer care, which was very slow, unattentive, unhelpful and unreasonable.

Below is the timeline & response from Customer care:

@ 26/9 ~I emailed Customer Care department, complaining about this matter.

@ 27/9 ~ Customer care requests for details & I responded the same day.

@ 4/10 ~ still no resolution, my 1st follow up.

@10/10 ~ still no resolution, my 2nd follow up.

@ 29/10 ~ still no resolution, my 3rd follow up.

@ 3/11 ~ finally, 6 weeks later, Customer care responded, offering to extend my free labour charge voucher to expire on 31/12/2021.

@ 3/11 ~ I responded to that "offer" by the nameless & faceless officer/ staff emphasizing:

1. In the first place, Proton should not have billed me for the labour charges.

2. The right thing it should do is to refund me the money.

3. It is unreasonable to extend validity of the voucher to 31/12/2021, which is only 3 months away from date I last serviced my vehicle on 25/9/2021.

The normal service interval is 10k kms, or 6 months, and my average mileage is only 4k kms in 6 months.

4. I suggested, if Proton is unwilling to refund me cash, then the expiry date of the voucher should be 25/3/2022, 6 months after the last serviced date on 25/9/2021.

@ 5/11 ~ no response, my 4th follow up.

@ 9/11 ~no response, my 5th follow up.

@ 9/11 ~ Customer care finally responded in the afternoon, adamantly insisting the expiry date of voucher will be 31/12/2021.

This matter remains unresolved, and I am an unhappy customer.

As I have no further avenue to seek redress for this unfair & high handed treatment, I am now escalating this issue to the senior management of Proton for their attention & a fair resolution.

Regards.
Cheng
[protected]@gmail.com