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Purchasing a car can be thrilling, but how does it feel when the post-purchase service falls short of the promises made during the sale?
A recent post by a Malaysian EV owner has shed light on the difficulties some customers encounter when seeking car maintenance services.
What was supposed to be a straightforward maintenance task marked the beginning of the events.
Having sent his recently bought electric car to an approved service center, the owner made his way back home believing all was well.
The Display Screen Discovery
Several days afterward, he spotted an unsettling issue—a fissure had formed in the top-left corner of his vehicle’s dashboard screen.
As expected, he went back to the service center, hoping they would accept accountability.
But the reply didn't turn out as he had expected.
The service center personnel maintained that they do not handle internal parts during regular servicing and indicated that the damage must have been caused by the owner.
They suggested getting in touch with the main headquarters right away.
A Phone Call That Escalated the Situation
Upon contacting the company’s main office to clarify the circumstances, events suddenly shifted in an unforeseen direction.
Rather than getting assistance from the company headquarters, he got a phone call from the initial service center supervisor: should he be unhappy with their services, he was advised to visit another certified service facility.
To make matters worse, he was handed a bill for fixing the broken screen, which he had to pay himself.
However, the screen wasn't his sole issue—the owner found out that during his visit, the service center had upgraded his car's system without seeking approval.
Although system updates may appear ordinary, this particular update led to significant repercussions.
After examining it more closely, he noticed that the memory seat feature in his car was completely gone, even though it used to provide three distinct configurations.
This specific feature had been a key factor in his decision to select this particular car model initially.
Round Two: More Problems
Seeking improved service, he decided to take his car to another authorized service center for his following scheduled maintenance.
Luckily for him, things didn't get worse from here.
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To make matters worse, he wasn't out of trouble yet.
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His difficulties, however, were far from finished.
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Unluckily, more problems still lay ahead for him.
Around seven days following the service, he began hearing unusual grinding noises each time he opened or shut the car doors.
Upon returning to raise the concern, the service center gave a confusing reply, stating that an excessive amount of time had elapsed since the previous servicing for it to be connected.
Evidently, a span of just seven days had become "a distant past."
Different Perspectives Emerge
Discussions about this incident on social media have drawn mixed reactions from fellow car owners and bystanders, shedding light on the complicated nature of customer experiences within the automobile industry.
Certain commentators have raised doubts about whether particular problems mentioned could stem from causes outside the service centre's influence, such as:
- The difference between problems caused during production and those resulting from how the product is used
- Possible effects of custom upgrades on car electronics and performance
- whether certain damages may have existed prior but were not noticed
- Owners of comparable vehicles have reported varying experiences.
A long-time user mentioned having driven almost 20,000 kilometers since November, mostly along highways connecting key cities across Malaysia.
While noting some small problems, the owner commended the promptness and standard of support provided by their nearby service center.
Such varied encounters highlight a common trend in conversations about cars — the level of service can differ greatly from one location to another and across individual instances, even among outlets under the same brand.
The Bigger Picture
The experiences of this car owner highlight key issues surrounding consumer protection and post-purchase service quality within Malaysia's expanding electric vehicle industry.
Although this reflects just one person's situation, it highlights how crucial it is to do detailed research and fully understand warranty conditions before buying a significant vehicle.
Automotive professionals typically advise individuals encountering comparable circumstances to consider the following recommendations:
- Ensure every service visit is recorded with photographs and proof of payment.
- Knowing what your warranty covers before getting repairs done
- Understanding your rights as a consumer according to Malaysian legislation
- Explore the option of using more than one service centre if they are accessible.
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