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View Full Version : UMW Toyota Still Suxx Big Time.....



Sentinel
05-01-2007, 09:13 AM
On 3 January, wifey went to UMW Toyota service center in Subang Jaya (opposite the Buddhist Centre) to get an appoinment for a regular service for Camry. Since she couldn't get a service appointment in Penang in more than 2 weeks' time, she decided to try Subang Jaya since she's back here with me for about 10 days.

Was she shocked shen the service centre can only service her car on 19 January at the earliest. Reason given : the centre can only service 23 cars a day and there is a long waiting list. Now, wasn't the same number of cars serviced per day (ie 23) given as an excuse 2-years ago when I was posting love-notes in this same forum (using my then-nick GreenBug)? So, what has changed since 2 years ago, UMW Toyota? Looks like your service level and attitude towards Customer Service still suxx big time 2 years down the road?

Talking about service, are you aware that by launching your new Camry model into the market when you do not even have the cars nor the import APs are hurting your loyal customers? The current-model just spin-dived in their market resale value. A good-condition early 2005 2.4V model has dropped its resalevalue from a OTR price of RM168,000 to RM90,000 in just less than 2 years.... Current-model owners cannot do anything because there are no new Camrys for sale too at your showroom, probably until May or June, now thats killing your loyal customers for the sake of trying to be ahead with a new model of the Accord or the forthcoming Mazda SP6, a V6 2.3 sports version thats gonna hit the Camry left-right-and-centre! :mad:

Back to service centres, it is now a well-known fact that service centres are now profit-centres and we do not see why you cannot increase your service centres although we see you're pushing so much more in selling more units. Unless you take care of this, you're being very unfair towards your loyal customers. :mad:

Something is very wrong with UMW Toyota approach. I am just one customer and I buy Toyota because I feel its a better marque but there is a limit on how you treat your loyal customers. Please, have more concern with your customers, you shouldn't treat them like this. :mad:

fRaNkY
05-01-2007, 09:31 AM
Well, have the service centre at subang expanded since 2 years ago? Looks the same to me, everyday I pass by.

With the nos of bay and nos of people cuti at the end of the year... 2 weeks time expected lar..... I guess I also never learn....

I called them during mid dec to service my car... 1st the newly sea park place... 2 weeks.... PJ 219... also... usj.... same... the date given was 4th Jan... gatal2 but I waited for a few more days.. after 2 days... my appointment becomes 8th Jan! :D :D :D

Everytime survey form... I wallop them like mad... but still the same...

Aiyah! luckily toyota cars need only service every 10,000kms... else every month kena take annual leave to go service car.......

munity
05-01-2007, 10:19 AM
Maybe Toyota is too focus on its car sales while neglecting customer service.

Thats why Toyota had been expanding and may overtake GM as the largest car maker soon.

Here, Toyota is the preferred brand that banks will not think twice into accepting its cars for financing. Virtually, all banks will just grab Toyota's loan submission.

sakaibear
05-01-2007, 11:01 AM
on the contrary sentinel, i have first hand experience with that particular umw service centre. it was excellent! getting a date for the service was a pain yes but after it was sent for service.....with this changed and that changed etc...they actually called a few days later to see if everything was ok? the steering smooth? brakes ok? they were so courteous.

so, i for one am rooting for them!

sly
05-01-2007, 11:02 AM
On 3 January, wifey went to UMW Toyota service center in Subang Jaya (opposite the Buddhist Centre) to get an appoinment for a regular service for Camry. Since she couldn't get a service appointment in Penang in more than 2 weeks' time, she decided to try Subang Jaya since she's back here with me for about 10 days.....

hey sentinel, why dont u try the one near to taman rashna...should be faster...address: Lot 724, jalan sungai rasah..tel: 55199703, 55199704, 55199705...it's just a suggestions....

Raikonen
05-01-2007, 11:06 AM
Service centers are not like fast food restaurants...When the cars are in hot demand, a little queue and wait list are unavoidable. Just plan well ahead and book the service dates well in advance, like when the car is 1000km from due schedule. A little time management will help. The Puchong branch SC got a shorter wait list i think

Rocky19
05-01-2007, 11:17 AM
my advice to those that send your car to UMW for balancing and alignment, check your tyre pressure immediately. They have been known to over inflate tyres to do a faster job in alignment.

SingaporeEhSai!
05-01-2007, 11:46 AM
Dunno if its just me, but it seems to me tat we never have to make any appointment for our hondas in JB, just drive there and service car, for peugeot even better, u'll be the only car there and total time taken max 1.5 hours for normal servicing on weekends.
My previous ride 1997 civic never had a single engine nor any parts problem till we traded it in and got the 2003 crv, until now crv still good although high fuel consumption and price dropped from 145,000 to 85,000 now.

TiNKeRFY
05-01-2007, 11:47 AM
my advice to those that send your car to UMW for balancing and alignment, check your tyre pressure immediately. They have been known to over inflate tyres to do a faster job in alignment.

actually all tyre service centre does that...
don't actually know why. but they just do..

If your toyotas are passed warranty, why not service it at outside workshops? as long as you have a trusted and skilled one, quality of service would be the same, and not to mention you can save some cost of engine oil and filter when you buy it from outside.

cskok8
05-01-2007, 11:54 AM
That SC (SS14) has expanded. Used to be 2 service bays only with a small waiting room all on the ground floor. Now 3 service bays with a larger waiting area (+free drinks + biscuits :) ). So 50% increase in capacity. But with the booming sales, you need to plan ahead for the normal service, just book about 2 weeks ahead.

I never let any SC do tyre balancing & alignment. Most of them outsource to the nearest tyre shop anyway and mark-up the price. :mad:

Rocky19
05-01-2007, 12:14 PM
actually all tyre service centre does that...
don't actually know why. but they just do..


well not all centers do that.Over inflating tyres can help with alignment, instead of doing it the hard way, they over inflated one or more tyres to align them quickly.Got to do with resistant. Over inflation can be dangerous especially if they are above your tyre ratings.

Sentinel
05-01-2007, 08:18 PM
on the contrary sentinel, i have first hand experience with that particular umw service centre. it was excellent! getting a date for the service was a pain yes but after it was sent for service.....with this changed and that changed etc...they actually called a few days later to see if everything was ok? the steering smooth? brakes ok? they were so courteous.

so, i for one am rooting for them!

Maybe they just want to make sure your car is running ok because they weren't quite confident if they had the problem correctly.... :D

Sentinel
05-01-2007, 08:24 PM
hey sentinel, why dont u try the one near to taman rashna...should be faster...address: Lot 724, jalan sungai rasah..tel: 55199703, 55199704, 55199705...it's just a suggestions....

We are now Penang-based and could not get a service appointment for 3 weeks so we try Subang lah but was also 3 weeks. Tried Section 19 also 2-3 weeks.

So, the point is valid, UMW Toyota has not improved one bit. Millions spent on promoting car sales but nothing on customer service improvement. Don't quite understand them because car service centres are such lucrative profit centres nowadays......

Secondly, don't you realize how UMW Toyota conduct customer service surveys almost every month, freebies for customers, monthly magazines and what have you? Yet, they have never really bothered with the feedback they receive, I suppose..... :mad:

Its valid.... UMW Toyota still suxx big time alright! :mad:

cpleong
05-01-2007, 08:33 PM
I send my car there often. Most staffs are very customer focused, only 1-2 need to be coached.

I do admit that one really have to book in advance to get into the list. I usually do it about 1 month before, and usually gets 1st place.

I've once sent to the service centre in Shah Alam, and it is really big and I believe can accommodate more cars being serviced. Also try the one in Puchong.

I've asked the SS14 Supervisor, and he informed that UMW is actually building a 3S centre between Carrefour and Mesiniaga. It'll be up by mid 2007, am told. By then, I presume the one in SS14 will be closed.

Cheers.

kwchang
06-01-2007, 01:47 AM
My family own Toyotas and I know Sentinel loves Toyotas too but he seems to get into problems with their service.

I have NEVER had any real problems with the service and I only send it to the Jiran shop in SS14 across the highway from Summit. My secret is I keep a log of our Toyotas' mileage and from that i can accurately project the service date. Usually I book for the service at least 2 weeks in advance and I have no problems with the appointments if I did not choose weekends (they are usually fully booked at least a month in advance).

If you can't get service at this shop, you should try Shah Alam (there are 2 there) or Puchong (one in the industrial area behind the Naza outlet and another nearer Dengkil) or PJ (one near Jalan 222 beside the Federal Highway and another one in Section 19, near Jaya Supermarket) - so, there are lots of service centers to select from within a small area.

As for attending to customer feedback, I remember commenting about getting better customer waiting areas when I first visited the Jiran shop in SJ and guess what, now we have a clean air-conditioned waiting room with newspapers, magazines, Astro (3 channels only), service girls to serve you your favorite drink (Nescafe, Milo, Mocha and at least 2 more which I cannot remember) all from a drink vending machine, warm or cold water from a water cooler and biscuits . The supervisory staff are very polite. They have to call you a day or two after the service or repair to check if you are happy with the job.

Now, if only they provide free WiFi as well ... ;)

RobotdeNiro
06-01-2007, 02:45 AM
What happened to the Citroen showroom or workshop which was on the other end of the same street?

aimless
06-01-2007, 10:13 AM
it seems to me that we have become very accepting of this "must book 2 weeks in advance" concept!

I really think that this is not right and totally not good customer service. If all their service centres are booked solid for 2 weeks or more, then toyota really needs to build larger centres...

I go the Honda centre at USJ 8 - it's huge, and there's never any need to make an appointment. Good customer service too, from the people i've dealt with. Free wifi and drinks too! :D

Kenneth20
06-01-2007, 11:12 AM
Dont u realised that the service center in USJ is a small one?

Do a little planning dude and send it to somewhere bigger....

cheers

9w2wil
06-01-2007, 12:47 PM
I drive a camry too and you are right it takes a week or two for you to book a slot. Once you get your slot, it's all systems go. I have enjoyed their service (Jiran Anda at SS14). Their service advisor called Sundar is professional (I just hope he will stop caling me sir all the time :) ) They can even pick your car up and send it back for just RM 10. This service is limited to Subang only.

They call me a day after service to ensure that all is right. I am an avid survey follower too. Everytime I do that, I get a RM 20 coupon. I suggest you book your service dates earlier, have a little patience and it should be right. :)

cpleong
08-01-2007, 11:16 PM
Last time I checked, they do have wi-fi....
Not sure if it was from a neighbouring transceiver tho...

I tested with my PDA for wireless (default) connection.

fRaNkY
09-01-2007, 11:24 AM
My two weeks ago appointment was settled yesterday at their Jln 217 SC.

I arrived at 9.01... according to their ticket no.
Was attended by thair Service Advisor in about 5 mins.
I was fortunate to see my car from the lounge being drived in from the sun at 10.30am.
They (the mechanics) completed at about 11am. The car was right infront of me also!.
The supervisor came to test the car at 11.27am and drive the car for washing.
I got my car back at 12.23! :D

wow! my car only needs 30mins to change minyak hitam and filter.
Everytime I go got system problem, even yesterday, ending up writing to me manually.

After the 3 years warranty, probably will send outside and going to them for major service.

Yestreday,I see about 30 people waiting for their vehicles at the lounge.

Hmmmm they have some serious work flow problem... many people missing from their place/seat ... far too long...

I am waiting for their call today... like 9w2wil says... if it comes :D

Sentinel
10-01-2007, 11:38 AM
My family own Toyotas and I know Sentinel loves Toyotas too but he seems to get into problems with their service.

I have NEVER had any real problems with the service and I only send it to the Jiran shop in SS14 across the highway from Summit. My secret is I keep a log of our Toyotas' mileage and from that i can accurately project the service date. Usually I book for the service at least 2 weeks in advance and I have no problems with the appointments if I did not choose weekends (they are usually fully booked at least a month in advance).

If you can't get service at this shop, you should try Shah Alam (there are 2 there) or Puchong (one in the industrial area behind the Naza outlet and another nearer Dengkil) or PJ (one near Jalan 222 beside the Federal Highway and another one in Section 19, near Jaya Supermarket) - so, there are lots of service centers to select from within a small area.

I think you totally miss the point Chang. I mentioned that we tried 3 centres ie Penang's Farquhar Street, SS14 and Section 19 PJ, all 3-4 weeks.

And we also keep the mileage records of our cars all along.

It is the duty of the company to provide service as and when customers need them. A few days or a week wait is fair but a 3-4 weeks wait is ridiculous especially they are also making money from these service centres.

The truth is it is happening MAINLY to UMW Toyota and thats ridiculous!

UMW Toyota should be more responsible to their customers by ansuring they get good and prompt service and not iconvenience their customers as well as the new car-owners who are buying Toyotas because the queue gets longer and the inconvenience grow.......

I disagree with your POV, I think the UMW Toyota service really suxxx... I would tell potential Toyota buyers not to think just twice before committing to Toyota, think thrice! :mad: