Extremely Disappointed Customer

[edleee]

Re: Extremely Disappointed Customer

Fortunately I have never believed in PI BMWs; otherwise I'd be laughing when I sign the dotted line and crying after I've driven it off the showroom; my own opinion.

My intention was to made it known that there is no such thing as service at that place and to warn fellow forumers; not to make things turn ugly. I will await the Bosses' call and see what transpires then. One thing for sure; I will never accept any offer of polish from them ever again. Its money back that I want; if it doesn't happen, then what to do? Pay to learn ......... again.

Okay guys, lets leave it here for now.

 

[hitmee]

Re: Extremely Disappointed Customer

wah sibei obvious... hahahha

most importantly... hows the PI experience? grooming aside

i still dun know.
can S P E L L it out for me??

 

[C3P0]

Re: Extremely Disappointed Customer

??????????????????????????

we are not here to bait the site sponsor
last warning to u slater

appauling that such sucky service still exists.

U all bait each other again I report ur posts. I know where is report button liao.:nehnehhh:
Sorry for OT. Hitmee's fault.:nehnehhh:

 

[nAuTiLuS^]

Re: Extremely Disappointed Customer

Hi Ed,

I am sorry you had a bad experience with us with regards to the grooming package you purchased. We never intended for this to happen. The "old man" that you were referring to is Cheng and he runs this little polishing / grooming joint using products which we brought in. He used to be my employee and was washing and preparing our cars for export. But ever since we cut down the export business, we did not really require a full time car polisher so we decided that he would start a little grooming biz and we will support him with products, customers and of course the new cars we are delivering.

He has however been very weak in his health of late and need to visit the doctor regularly for followup treatment on his medical condition. Most of the time, he will coordinate the appointments himself, and we will assist some of our customers also with their grooming appointments if they do not know him personally. I apologize that he did not do a follow up call when your car did not show up at the appointed time but I humbly ask for grace in view of his current condition and the fact that he is not an educated communicator and probably does not have a grasp of good customer follow up and communication.

I will speak with him and we will arrange for a full refund of $499/- to you. I am away in Switzerland for the Geneva Motorshow but my phone is always on and I am a little appalled that I did not receive any call from you about this situation prior to this posting, given the circumstances you were under and the frustration you must have gone through. I believe we have communicated a number of times on the phone and I have your contact number on my mobile. I will nonetheless be contacting you when I am back and am hopeful we can resolve this matter amicably.

Thanks for your understanding Edward.

Gerald

 

[Slater]

Re: Extremely Disappointed Customer

kudos to nautilus for stepping forward and clarifying.

 

[edleee]

Re: Extremely Disappointed Customer

The invoice and receipt we have in hand bears your Company letterhead. We were never informed that the grooming business didn't belong to you. How could it not be when you invoiced us on your letterhead?
Well, when we signed our grooming pkg with you, there was this gal who was supposed to look after your grooming clients. Whatever happened to her or her replacement?
When we made the appoint and re-appointment, it was a woman who answered the call.

Finally, the old man is not the person or organisation I am after. Its the organisation I paid my money to; the organisation which promised us good service; the organisation who proudly advertised their many jobs on the sponsor's thread.

You were appalled that I didn't call? Check with your gals. I asked them where you were. I told them I wanted to speak with you personally. They did not call you and did not even take a note of my number, etc. I asked for David Wu and was told that "he is in China". It was me who initiated photocopying the invoice and writing my name and number on it. It was me who insisted that the Boss call me; please.

Anyway, thank you for your response and I look forward to receiving your refund. I will send you a PM with the address to send the refund to.

 

[Leean]

Re: Extremely Disappointed Customer

I had a friend who went through exactly the same situation as you with exactly the same shop. He manage to get his refund..

 

[Niva]

Re: Extremely Disappointed Customer

at least sponsor came out and clarified...but does sound dodgy considering invoice bears the company logo. anyway, full responsibilty assumed which is the best and most favourable outcome for all.

 

[ktnpl]

Re: Extremely Disappointed Customer

There is certainly a service lapse and perhaps some staff does not share the same service commitment as the boss.

Having said that, it happens in any company. Also, the implicit money back guarantee is a good gesture by the company.

As a neutral, I think there should not be a full refund. Since the service was utilised and there was no issue with the first service, the refund should be $499 minus the market rate for a comparable grooming service. As customers, we must also be reasonable and proactive in promoting good service. I would ask for a lesser refund. Money is less of an issue. It is more important to uphold the principle and preserve the dignity of all parties concerned.

 

[edleee]

Re: Extremely Disappointed Customer

Can fellow members advise me what to do?

1. Should I ask for a refund of the unutilised amount?
2. Should I go back there even after this very sickening experience?
3. Should I be a sucker and say, "keep my money for your........" (Sucker because if I let him keep my money for his use, whether it is intended for ..... or something else, I am still the poorer)

There is certainly a service lapse and perhaps some staff does not share the same service commitment as the boss.

Having said that, it happens in any company. Also, the implicit money back guarantee is a good gesture by the company.

As a neutral, I think there should not be a full refund. Since the service was utilised and there was no issue with the first service, the refund should be $499 minus the market rate for a comparable grooming service. As customers, we must also be reasonable and proactive in promoting good service. I would ask for a lesser refund. Money is less of an issue. It is more important to uphold the principle and preserve the dignity of all parties concerned.

Lapse of service? There was no service. NONE at all. This cannot happen to even a single honest business. Only two accounts gals present who didnt know car wax from candle wax? ONLY ONE "old man" after more than eight months of service? It wasn't a lapse of service. It was a total disregard to keep up their service to paying customers from whom money had been collected in advance.

As for the amount to be refunded, pls refer to my initial post which I have copied above. I did mention that in point 1 didn't I? You mention upholding principle and dignity. These people advertise in this web-site with a thread complete with colour pictures and detailed descriptions, etc. Do you think they have any principle? Do you think the excuse the Gerald gave when he came online was very genuine? Pls read his response again. Apologies were mentioned; but almost immediately after, in the same thread, some BS was peppered in. Check my response after that and you will see.

Maybe you should send your ride there for a try, and whilst you are at it, pay the deposit for THE EXPERIENCE and feel good about it later.

 

[Niva]

Re: Extremely Disappointed Customer

Behind you for full refund..ed
service is below par....reason is extremely doubtful and weak...esp with the invoice thing.

 

[bmwmonster]

Re: Extremely Disappointed Customer

sigh, life is already tough, why do business owners create more pain for the car owners. Heard many horror stories, but sometimes, i also blame the car owners for not opening their eyes when they sign up.