Perusahaan Otomobil Kedua Sdn Bhd (Perodua) has responded to concerns regarding a malfunction in a Perodua Bezza car, which reportedly occurred within eight hours of purchase by a clerk. Perodua’s Sales Chief Operating Officer, J.H. Rozman Jaafar, assured that the company conducted a comprehensive investigation into the matter, prioritising customer satisfaction.
Rozman stated that Perodua has maintained constant communication with the customer since October of the previous year. The company has taken several measures to address the issue, including offering a courtesy car and proposing to buy back the malfunctioning vehicle. The clerk, Nagakanni Subramaniam, had expressed frustration over continuing monthly loan payments despite her car being stranded at a service centre.
Perodua is actively working on a thorough investigation of the reported malfunction and has assured the public that details will be shared in due course. Rozman refuted allegations that no action had been taken, emphasising the company’s commitment to resolving the matter. Perodua apologised for any inconvenience caused and thanked customers for their understanding during this process.
What was the issue? Here’s a recap:
October 17, 2023: A Troubling Start
The journey began on October 17, 2023, when the owner purchased a Bezza 1.3 X from Harapan Terang Motor Sales Center Sdn Bhd Segamat. Just eight hours later, at 7:40 p.m., the car refused to start, leading to the vehicle being towed to the Perodua Segamat Service Center.
October 18, 2023: Diagnosis and Hope for a Quick Solution
The mechanic at the service centre delivered the disappointing news—the engine was damaged. Hope for a prompt resolution emerged when the owner requested a replacement. However, the joy was short-lived.
November 9, 2023: A Baffling Turn of Events
Mr. Sufian, a Customer Sales Executive from Perodua HQ, presented an unexpected twist to the situation. Claiming that a foreign object, potentially sugar, had damaged the engine, he pointed to a two-week to one-month wait for a decision from Perodua HQ.
The owner’s denial of any tampering or presence of foreign objects raises questions about the veracity of the investigation and calls for a more transparent and accountable process.
November 15, 2023: Loan Limbo
Mr. Sufian urged the owner to apply for a new loan for a replacement car. However, the owner, still repaying the existing loan, understandably sought resolution before undertaking a new financial commitment.
December 4, 2023: Stalled Progress
Efforts to move forward faced a setback when the salesperson requested documents for a new loan, met with rejection from the owner who emphasised the outstanding first loan.
December 8, 2023: Elusive Approval
Customer Service conveyed that the final proposal lacked approval, citing ongoing internal investigations by Perodua. The absence of a definitive response in black and white left the owner in a state of limbo.
January 2, 2024: The Lingering Silence
As the calendar turned to 2024, the owner’s plea for resolution echoed in silence. With more than two months passed, the lack of a formal response from Perodua raises concerns about customer service and the timely resolution of legitimate grievances.
January 3, 2024: Perodua issues a statement.
