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Proton admits kept mum on faulty parts
SUBANG JAYA, Feb 16 ― Proton today admitted that it previously failed to publicise faults discovered in its vehicles and quietly replacing items only when owners brought their cars in for maintenance.
As news emerged of a nearly 100,000-vehicle recall involving its Preve, Exora and Suprima models, chief executive officer Datuk Abdul Harith Abdullah pledged greater transparency in such matters from here on.
“We don't like to tell or shout about our weakness. Most of the time what we did was we wait for the customers to come in to send their car in for the next service, we will log in and we can see pop up in our computer 'Okay this car we have to change this item because of the service fix programme.'
“If the customers doesn't come, then the tendency is the problem happens,” he said today.
He was referring to a problematic “CFE oil cooler hose” that would “burst” after 40,000km mileage, information that was not conveyed to Proton users.
Abdul Harith said Proton will now actively recall faulty parts to ensure they are repaired or replaced before they fail.
“This is about honesty,” he said.
He also conceded that Proton's service centres were sub-par compared to its competitors, but added that the company has since begun a massive overhaul to correct this.
The Proton CEO said the “painful” admission was necessary if Proton desired to remain relevant to Malaysia.
“Some of my good friends, fellow media journalists said 'Your service sucks.' I have to admit, yes. Some parts of it sucks because we have 400 sales and after sales outlets out there.
He added that the “My New Proton” programme, which includes a 10-point plan to “enhance the service experience,” is also to encourage existing Proton users to service their cars at Proton service centres.
The My New Proton programme includes a general service hotline, service centres operating 7 days a week, taxi drivers' perks and roadside assistance.
The national carmaker’s sales had declined in the last five years according to recent figures from the Frost & Sullivan Automotive outlook for 2016.
Once dominant, Proton’s share of the passenger car market is now just 17.7 per cent, down sharply from the 29.6 per cent it commanded in 2011. Proton might also face the possibility of Japanese brand Honda overtaking it.
https://sg.news.yahoo.com/proton-admits-kept-mum-faulty-parts-centres-suck-074900794.html
SUBANG JAYA, Feb 16 ― Proton today admitted that it previously failed to publicise faults discovered in its vehicles and quietly replacing items only when owners brought their cars in for maintenance.
As news emerged of a nearly 100,000-vehicle recall involving its Preve, Exora and Suprima models, chief executive officer Datuk Abdul Harith Abdullah pledged greater transparency in such matters from here on.
“We don't like to tell or shout about our weakness. Most of the time what we did was we wait for the customers to come in to send their car in for the next service, we will log in and we can see pop up in our computer 'Okay this car we have to change this item because of the service fix programme.'
“If the customers doesn't come, then the tendency is the problem happens,” he said today.
He was referring to a problematic “CFE oil cooler hose” that would “burst” after 40,000km mileage, information that was not conveyed to Proton users.
Abdul Harith said Proton will now actively recall faulty parts to ensure they are repaired or replaced before they fail.
“This is about honesty,” he said.
He also conceded that Proton's service centres were sub-par compared to its competitors, but added that the company has since begun a massive overhaul to correct this.
The Proton CEO said the “painful” admission was necessary if Proton desired to remain relevant to Malaysia.
“Some of my good friends, fellow media journalists said 'Your service sucks.' I have to admit, yes. Some parts of it sucks because we have 400 sales and after sales outlets out there.
He added that the “My New Proton” programme, which includes a 10-point plan to “enhance the service experience,” is also to encourage existing Proton users to service their cars at Proton service centres.
The My New Proton programme includes a general service hotline, service centres operating 7 days a week, taxi drivers' perks and roadside assistance.
The national carmaker’s sales had declined in the last five years according to recent figures from the Frost & Sullivan Automotive outlook for 2016.
Once dominant, Proton’s share of the passenger car market is now just 17.7 per cent, down sharply from the 29.6 per cent it commanded in 2011. Proton might also face the possibility of Japanese brand Honda overtaking it.
https://sg.news.yahoo.com/proton-admits-kept-mum-faulty-parts-centres-suck-074900794.html
