Unprofessionalism At Motor Image (MI)

kami_rule

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kami_rule

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UNPROFESSIONALISM AT MOTOR IMAGE (MI)

1. For the benefit / information to all Subaru owners, I would like to relate a very bad experience we had when dealing with Motor Image (MI).

2. So on behalf on the sad Subaru owner, I hereby would like to relate the bad episode we had with MI. The WRX was bought from MI on 25.1.08 because it came strongly recommended by Subaru friends, plus with a 3 year warranty or 60,000 km whichever comes first. When bought it had 13000 km mileage. JPJ card stated “kereta impot baru”. Regular services (5000-7000 km) done at MI. One shock absorber was replaced within the third week of purchase. One used STI Genome muffler was fixed outside. During the regular services done at MI, nobody informed / advised owner on the usage of the used Genome muffler would render the warranty void. In fact, owner earlier seek advise from the sales staff whether its ok to fix the muffler and the answer given was ok to fix it. Sometimes in March, owner complained to MI about seeing smoke coming out from the front scoop but the standard answer given by technician ‘NO PROBLEM LAH’. Engine was kept stock standard.

3. One week before his trip to Lumut, the car was send-in for another service. On return trip home (15.6.08) the Subaru convoy stopped at Sg. Buloh R&R for 45 mins. Later, we proceeded for home after a happy outing at Lumut. Unfortunately, at about 7.30pm, he heard loud clonking noises coming from the engine and suddenly the car broke down just a few km from his house. The car was then put on a flat-bed truck and delivered to Motor Image the same day at 11pm.

4. The next day (16/6), owner saw John Lim (JL), GM of MI and was informed, he will open-up the engine to find out whats wrong. After many calls and few visits to MI, sad to say, the engine was only dismantled on 1/7/08. on 26/6, 8 Subaru members including the owner visited MI to have a frank dialogue with the GM. We were made to wait for about 1 hour before we could see him (we had to ask his PA few times his whereabout!). we were told to walk to the parts dept where he was located. Sadly it is a small place where only 2 chairs were available and the 6 of us have got to stand for 45 minutes while talking to JL (poor public relations!). JL could have instructed his PA for us to wait in the conference room where we can be seated comfortably.

5. We asked him many questions about the car like why engine was not dismantle after more than 4 weeks in the workshop. The warranty claim, no receipt issued after taking-in the car, his action plan on the car and so forth. We were upset the way he handle the discussion, like saying the owner revved his car (without having solid proof), contaminated petrol / Ron 97 (in Japan Ron 100), no oil cooler and other craps / what really piss off our group was the way he conducted the talk, he was not straight forward, meddling / fiddling his desk computer while talking to us at certain point, he was quite arrogant in answering our questions.

6. Since no report was given to car owner (car in workshop more than 30 days), owner wrote in two letters dated 3/7 and 9/7 to JL but no reply till today. JL even gave instructions to his staff NOT to talk to owner about the car condition without his permission (what a big joke and customer relations!). On 4/7 JL called owner to inform NO WARRANTY claim can be made because he fitted the muffler from outside (another lame excuse in not accepting responsibility). On 18/7, 5 Subaru members called on JL to discuss the warranty claim. He avoided the subject matter but said he waited to test the engine oil (supplied by MI), check the engine component parts and to send the ECU to FHI. On 25/7 owner call up MI to find out status but was shock to find out no action taken by JL. So can u imagine the owner’s anger and frustrations in dealing with MI.

7. In fact two calls were made to Glen Tan (CEO of MI) who is based in Singapore, but unfortunately he did not return our calls even through messages were left to Kelly Chong (his PA). However, on behalf of the owner, I spoke twice to Kelly Chong relating our bad / poor experience with MI Malaysia. By the way, we were dully informed by Ms. Kelly, JL has deal directly with the owner on the issue, (dia mau lepas tangan!).

8. Another big joke happened last week when owner was denied entry to the workshop to take photos of the engine! There was a stand-off for about 15 mins before permission was given to him to take the photos.

9. So to all Subaru friends, here we were, a classic example of shrieking responsibility towards a simple, genuine warranty claim! Again, the GM’s attitude is left much to the desired.

10. In view of the above subject matter (after a lapse of more 50 days, no actions taken to replace / repair the engine).
 
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aja

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aja

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No wonder I noticed many subarus around Glenmarie there. It's AE located there?
 

tubulars

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tubulars

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Well said kamirule. Anyone getting a subaru, go for jdm as no point of getting from MI as their after sales service is like the worst of all dealership.
 

Ali_G

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Ali_G

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wow... if buy grey importer sure no warranty can be claim.
But if i buy at Motor Image, the warranty will be a big issues. haiz..
 

omnikron

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omnikron

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Hello,

While i am not condoning their actions, these services are not only to motor image. but even Cycle & Carriage Merc.

this happened some time ago, so i will not say that their service has not improved since then.

but my family's c-class was sent into for engine fault over 7 times in the span of 8 months for the same problem over and over, the car was bought new, with warranty and no modifications.they wont see me directly, they wont answer my calls, my emails.

after all that, the problem was a faulty Lamda sensor, which I, Myself suggested to the service assistant, and duly rectified.

So, no, bad service is everywhere, even high end marques. but i have had excellent things to say about Volvo Malaysia and Toyota service centers. fast, clean and well-informed.

So it is extremely sad to head such a wonderful car having such lousy service.
 

topui11

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topui11

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AE very near to my place in Batu 3 / Glenmarie Shah Alam.

btw.. i got some version 8 stuffs for sale. rear windscreen, front and rear lights, steering rack.. etc. even got engines! ehehe..

call/sms me at 017 6677099. Doridori Autoparts. :)

btw, got a set of titanium exhaust for Ver8. offer me. damn light!!
 

jamesweh

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jamesweh

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STI V 10 in MI is a Euro Spec 2.5 LTR, STI V10 in JDM is 2.0 LTR. Ask any tuner the realibility of a Tuned 2.5 vs JDM 2.0. Most will tell you that 2.5 Euro Spec cannot boost more than 1.3 Bar, Pistons of 2.5 much weaker than 2.0. Go and buy JDM V10 STI, dont bother with MI version at RM290K.
I am sure in 6 months time, you will see many recond. V10 STI JDM spec.
 

renxun

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renxun

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sell all those car bought at MI and go JDM.... or worst come to worst.. change car.....

its sad to hear when pl spend so much money to get themselves a great car to drive only to find out that the package came with such a poor service...

Bump: sell all those car bought at MI and go JDM.... or worst come to worst.. change car.....

its sad to hear when pl spend so much money to get themselves a great car to drive only to find out that the package came with such a poor service...
 

ylkuok

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ylkuok

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First class marketing... Third World Mentality...!
 

risyia

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risyia

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Those people at MI, today somemore write in the paper, STI got 13% discount, reason being to give people value for money.

With this kind of service better buy at grey importer, cheaper & also with no warranty.
 

drag_escort

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drag_escort

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very poor service.shit happend if buy from used car,new also same..so u all go sue the f**k cheat company lah...:banghead:

Bump: very poor service.shit happend if buy from used car,new also same..so u all go sue the f**k cheat company lah...:banghead:
 

USJ101

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USJ101

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I think you guys are referring the one in PJ?

If you are referring to that particular shop, friend of mine used to work there.
Talk a lot negative things to me... especially like to delay supplier payment more
than 6 months and so on...

Bump: I think you guys are referring the one in PJ?

If you are referring to that particular shop, friend of mine used to work there.
Talk a lot negative things to me... especially like to delay supplier payment more
than 6 months and so on...
 

skubv8

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skubv8

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There is only one so that must be the one. I can't confirm any of your friend's stories though.

I only know what I know by first hand experience. And trust me, what I know is bad enough.
 

ivan7

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ivan7

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great car but reputation of brand tarnished by some fark up Mgmt.

Bump: great car but reputation of brand tarnished by some fark up Mgmt.
 

skubv8

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skubv8

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can't blame the local dealer completely. It's quite obvious that TC group's core biz is in Nissan & Renault. At the same time, they can't totally drop Subaru because across the border sales has been good albeit the same style of management.

So bros and sis, we're all effed.

Solution? Get UMW Toyota to start doing Subaru in M'sia. Can you imagine seeing Subaru options at some if not all of their 3S centres in the country? After all, Toyota have got some stake and the new Subarus are all looking like Toyota. :biggrin:
This is almost impossible but knowing M'sia boleh, I guess someone at the minister level can still make it happen.
JMHO.