Sad and Frustrating Dilemma

I am in complete dire straits and really dunno what to do.

I really dunno how to start but really feel that I need to release this out.

I shall not include whatever pain I experienced during the purchase process of my Forte. I thought after all that, my nightmare would be over after getting my car. But Alas I Never Thought That My Nightmare is only going to get WORSE!!!!

Had a deal with the sales manager of C&C Fulco (pls note that C&C and C&C Fulco are actually 2 separate entities) to do PPS for my car. Throughout the deal my SE and myself had the impression that the PPS would be CS2 as the whole negotiation process was referenced to CS2. On Monday decided to get it done as I will be leaving for my holidays this coming weekend. So i called up my SE to make an appointment with CS2 which he did for Tuesday 2pm. However it just occurred to me that i should call again to reconfirm the rates and was informed in a later phonecall that there is a mistake. He told me that his sales manager was actually referring to PPS provided in house by C&C and not CS2. He then reassured me that it is exactly the same as CS2 and is covered with a 12mths warranty. He further emphasized that it is by C&C and the warranty is worth more and that it would definitly be good as the C&C brand name is at stake. After some whining i decided to just comply and give it a shot not knowing that it would be the start of my biggest automotive nightmare!!!!!!!

Come tuesday 1030hrs i bought a DPS for my car (OPC Car) and drove in to the C&C Ubi workshop. I was greeted by an obviously flustered and frustrated receptionist who was just overheard snapping loudly at someone I presume should be a customer on the phone. She did the paperwork I surrendered my keys and was told that i would be informed that I would be informed once it is done. Enquired roughly how long it would take she just say that it would be a half day affair. I told her that it is okay as i am not in a hurry as I intend to come only later, she that quipped that they are only open till 7. I said ok i'll just close my shop earlier to collect my car and she replied "Fine, Its UP TO YOU!!" reeking with sarcasm.

At 1330hrs i recieved an SMS saying that my car is ready for collection. Hmmmm I thought it would be a half day affair? However i decided to close my shop at 5pm and skip the dinner crowd (i am in the food business) to collect my car. Reached there about 1740hrs, was greeted by the same receptionist. Passed her my card for payment and was looking through the invoice and noticed that there is no indication about the warranty for the PPS. I told the recept about it and was snapped " Fine, if you insist i will write it down!!!!" She then proceed to scribble down "Warranty for 1yr. Do not wash car with SOUP!!" Pointed out the spelling error to her and was snapped at " Then you tell you tell me how to spell lah!" Sigh.... to think about it, her designation is Customer Service Officer??

Anyway just tho quickly get the hell out of the place, signed on my charge slip got my keys and proceeded to my car. Made it quick check on the work done an to horror of all horrors found the car covered with what looks like small little droplets of water stain marks!!!! further check found hairline swirls and scratches all over the car and even some knida residue that looks like tree sap stain on some parts of the car. I immediately walked back into the service reception and informed the pretty receptionist of my findings. She rolled her eyes at me and instructed one of the staff there to check it out. The nice guy checked and verified that there was indeed water stain marks and swirls, the recept then snapped and said that I only ordered for sealant and that is what is given. All they do is just put a layer of sealant and thats it!! She further enforce that there will be no polishing or whatsoever prior to applying the sealant unless indcated!!! Wow! this is the first time i came across such a policy. Another guy (i think is a service advisor) came and offered a solution. He told me that i could just come by tomorrow to redo the work. I then explained that it would incur extra costs to me, buying another day pass and closing my shop early. The recept then quipped to say that i could drop the car at the guard post before 7 and collect the car after 7 from the guard post. Can you believe it?? Asked if i could speak to her manager, and was told that he had left and would not want to be disturbed!! and she nonchantly say that he would advise me the same anyway. " If you think it is such a hassle then come when you are convenient or free lor" she replied sarcastically. I then decided not to waste my time as I am rushing to pick up my wife and kids and asked that my charge to be reversed. She did so without rolling her eyes and slamming hard on the keys of the card machine and also grumbling "FINE, IF THAT IS YOUR WISH".

Leaving the place feeling soooo damn angry I decided to call C&C Customer assistance hotline. The guy on the phone was okay and friendly took down all that i have dictated about my entire experience and told me that they could only help to mediate the matter as C&C Fulco Ubi is affiliated but not the same entity as C&C and that C&CF would call me tomorrow.

Met up my wife told her what happened and got the usual wifey reply, "why must you do it? what is this PPS thing? Now how? Can fix before we go for holiday?"

Sigh.....dilemma dilemma......Sigh.......

I have only this to say...

If you allow her to get away with it, she will 'live' another day to do it to someone else. There is no excuse for what she has done considering it is the bytch's job and being paid to do so. If she can't hack it, quit! People like them(front-line staff) do not realise they serve a higher purpose since THEY are the face and voice of the company they represent and that they are the people customers first encounter when there is a service/product demand.

And for the people who did the job, make sure they get it, too. Write in to all the heads and managers whose emails are available somewhere in this forum. Though they *may* be on their year-end leave.

And finally, your SE. For mis-representing the add-on, despite being a freebie, it is unacceptable that an in-house product/service had screwed-up and an otherwise blemish-free car when it was handed over to you.

If all else fails, report to CASE.

bro, c'mon la... she's a pretty lass (u mention it yourself) so just relak a bit lor. u know, the time of the month maybe...

Just got to know from C&C Hq that they were informed by the Manager of UBI Centre that the issue had been resolved as they had reversed the charges of my credit card......What about the damaged paintwork of my car? Am i suppose to foot the bill of the restoration myself? Oh the Workshop Manager is out of town and I am suppose to wait quietly like a little puppy for his grand return. Tried contacting the Director of Fulco and was told to do as stated in the last sentence.....Sigh......

wah say.. the recept is super rude leh.......... even wif a bad day, being a svc cust officer, it's not good to snap at customers like dat wor..

GnoMisH wrote:bro, c'mon la... she's a pretty lass (u mention it yourself) so just relak a bit lor. u know, the time of the month maybe...

Yah man, Bro....She really damn Chio....In fact she look like a local Celebrity....try to google for ABIGAIL SIM....I tell you for a moment i was star struck when i saw her.

Imagine the turmoil and woe on the global-level if everything depended on that cycle...

Still, do all of you know how many wars were started in history because of how beautiful a woman looked?

GnoMisH wrote:bro, c'mon la... she's a pretty lass (u mention it yourself) so just relak a bit lor. u know, the time of the month maybe...

i feel ur pain bro

seriously, i feel like writing to straits times man...

seems like the media always works

we can consolidate all our problems and we can sign....

octane99 wrote:

GnoMisH wrote:bro, c'mon la... she's a pretty lass (u mention it yourself) so just relak a bit lor. u know, the time of the month maybe...

Yah man, Bro....She really damn Chio....In fact she look like a local Celebrity....try to google for ABIGAIL SIM....I tell you for a moment i was star struck when i saw her.

TS is already feeling fustrated. you can post your nonsense some other days

what is the name of the sales manager? best to lodge an official complain against him.

Next time if we buy a car with the right price and freebies then we dont have to get so many headache.
If we are in the shoe of the C&C, they must be thinking "give you good bargain you still want more".
Maybe we should look at ourself what we need rather than squeeze things that will make us more frustrated and time consuming.

Summmarizing the whole story

"Fine, Its xxxxxx"
Rolling eyes


Wow. This fulco CSO must go down check her out then b4 she can reply I'll jus FINE, WATEVER and roll eyes and make her roll on the ground...
sounds Fine right?


CASE is ur best fren now. Go WACK
Fulco is like a Dealer to C&C. Affiliated only cos they only take cars from C&C. NOthing more..

jusurs wrote:Next time if we buy a car with the right price and freebies then we dont have to get so many headache.
If we are in the shoe of the C&C, they must be thinking "give you good bargain you still want more".
Maybe we should look at ourself what we need rather than squeeze things that will make us more frustrated and time consuming.

for some reason this bro dun seem to get the facts straight. The whole issue is about the quality of service rendered, and the failure to deliver. FYI I paid for the PPS it is not a freebie.

Wah lau... issit CnC or everyone else is doin e same things?? way too negative man... care2share e lady name?? will try avoid her.. holy rude......

if it is me... I will straight **** the CSO upside down.. then insist they get the problem done by today. Manager not cannot make decision nvm I make for you lor.... if not ask them manager not in dont need to open shop is it...

then if they cannot get it done by today just ask them want you to dial the hotline of newspaper saying about this incident and take your luck see the newspaper want to come down or not. After one this incident is one of the kind never been report in news before.... hahaha

No matter how I will insist them get it done by today since still got half a day to go.

Tell them me as a customer can wait for you to get it finish, you working here getting paid cannot wait and get my car done?

I have to be fair about the situation. I understand that several bros got crappy service from C&C. I personally haven't encountered any prob during my first servicing at leng kee. It seems that it is Fulco that really annoys me. Maybe I am just not good enough to be a customer there. My England helicopter not powderful enuf. I always mispell soup as soap and forget to add an S behind every Verb..... Oops should be behind every verbS.

JuanST wrote:we can consolidate all our problems and we can sign....

arent u a TROLL now for suggesting this course of action? Dont talk big. Go do it urself.

Well guy this is a public forum and I do know some C&C people had been coming into this forum to check here and there...

Personally I will not bother about what others have say if I never see them in the MU or we confirm he is a end users....

am a troll.... am a troll...... bwahahahahahahhaha...

JuanST wrote:am a troll.... am a troll...... bwahahahahahahhaha...

where is harry potter... time to kill some troll...

am now looking for a troll avatar......

dun worry... am not easy to upset nor offend.....
if some se not happy with me....
he is the one who is not happy .... not me.....

bwahahahahahahahaha

hehehe. mr juan, i pity you. now it's your turn to get scolded by the great one. lololololol.

i already got jacked two times in a week.

troll troll troll, never gonna give you up, never gonna let you down.

bwahahahahahahahaha!

keigo wrote:Well guy this is a public forum and I do know some C&C people had been coming into this forum to check here and there...

Personally I will not bother about what others have say if I never see them in the MU or we confirm he is a end users....

Haha bro, what you said is very revealing leh... now we can guess who you suspect to be a CnC spy here... haha... BTW, I've never attended any MU, but attend the DIY session for the centre console. Like that can don't ignore me not... promise I am an end-user 

now u become the blue rick astley cruiser......

JuanST wrote:now u become the blue rick astley cruiser......

oh goood, you have been rickrolled too.

my phone too obsolete that rickroll will not affect me....

Bro, feel sorry for what happened to you as I had similar experience with Fulco.

Nevertheless, nothing is too late and nothing is imposible, I give you the main person responsible for C&C Operations and try writing to him. We shall see then whether who will dare to say "Fine, whatever you want:

Here is the contact Bro........good luck.

Da Boss of C&C operations.
General manager of operations at Cycle & Carriage
Alvyn Ang: Alvyn.ang@cyclecarriage.com.sg

It's like that one. When a chiobu got a bad day (ie kana scolded by a customer before you), you sure will kana the wrath of her.

Most time, these chicks already met all kind of guys before and think that since they are chio, we should be generous and nice to them.

Anyway, on a more serious note, octane should really insist on getting his PPS redone and duly compensated for his OPC coupon since it's written on the contract.

octane99 wrote:

jusurs wrote:Next time if we buy a car with the right price and freebies then we dont have to get so many headache.
If we are in the shoe of the C&C, they must be thinking "give you good bargain you still want more".
Maybe we should look at ourself what we need rather than squeeze things that will make us more frustrated and time consuming.

for some reason this bro dun seem to get the facts straight. The whole issue is about the quality of service rendered, and the failure to deliver. FYI I paid for the PPS it is not a freebie.

oops... sorry. Didnt read the whole lot. Cheers. We are what we drive.

baldieyan wrote:Bro, feel sorry for what happened to you as I had similar experience with Fulco.

Nevertheless, nothing is too late and nothing is imposible, I give you the main person responsible for C&C Operations and try writing to him. We shall see then whether who will dare to say "Fine, whatever you want:

Here is the contact Bro........good luck.

Da Boss of C&C operations.
General manager of operations at Cycle & Carriage
Alvyn Ang: Alvyn.ang@cyclecarriage.com.sg

Bro.... This Alvyn from C&C or Fulco? So what happen to your case? Feel free to PM me if you think that it is more appropriate to share it privately.

Maybe you want to find out what horse blinkers or blinders are... Once you've done so, remove those covering your eyes.

You don't seem to 'see' the point of this thread...

jusurs wrote:Next time if we buy a car with the right price and freebies then we dont have to get so many headache.
If we are in the shoe of the C&C, they must be thinking "give you good bargain you still want more".
Maybe we should look at ourself what we need rather than squeeze things that will make us more frustrated and time consuming.

Sorry to hear about ur bad experience bro.

I think you never ask her about her day or phone number that's y she got piss with you haha.

Maybe you can check with Ctoh, he had a very similar problem to urs (not the lady) but the bodywork condition after sending the car in. Check with him

One thing for sure... C&C got customer satisfaction issue with their workshop.

I had already got 3 cars from them. After the warranty period, I usually service outside. Better, Faster and Safer.

The recent encounter was when they turned down my service to patch up my punctual tire and refer me to a nearby workshop. The interesting thing was that I called before hand and was told that I can just drive in and no need to make appointment.

ermm..

actually i got my forte from fulco, but my service from them was good...
my part everything done swee swee (My SE also quite Chio).

One good example is booking to COE i took only 3 days, can car delivery in total only 1 month (very very short liao considering when I took booking Forte all over no stock)

But I really dont understand how they do PPS and only apply sealant? like that not even pps ley. and usually PPS is done elsewhere, and if not wrong SE will always recommend System 6by Tuff Cote, 1st time i hear them wanting to do in house even though you paid and I am certain that you talk to ur SE that u wanted CS2.... how come your SE is so rotten to make that mistake. I think if thats the caseu should screw ur SE (is he very newto make such a blunder) first, after that screw the manager cos he/she didnt train that SE well.

I paid my $$ wanting to do PPS through SE, but end up i told her I take my $$$ back and do myself as I am very sure that I wanted to do CS2 not System6.

If they dont give u a satisfactory resolution, i think just go CASE straight, more efficient, and suffering ends immediately.

Okay here are the updates.....*sigh*......

Was told by C&C after much ding dong a couple days later that Fulco is the centre of the issue and thus they would be the one getting back to me. And as all their managers are away they would only revert to me on the following week after Christmas. I specifically say that it would ruin my holiday as my wife would be nagging at me throughout the trip about landing the car in this condition but they said that there is nothing C&C could do.

Come the week after Christmas I did recieve a miss call that put down after 2 rings on Tuesday ( I was told that they would call me on Monday). It was the only call I recieved during the entire week.

Till today waited for response still to no avail. Called up C&C customer assistance and spoke to Wayne and was informed that he had recieved an email that the service manager Andy had called me this morning but I did not answer!!!! I then said that my phone had not rang for the entire day. Wayne than said that Andy would call me at 5pm....I waited and waited and waited......Finally called me at 7++.

Was greeted by the declaration of imdemnity that there is no party at fault for the whole incident and that he could only offer a resolution upon inspecting my car. He also enforce that it is not the liability of the company if there is any stains or scratches that cannot be removed during the polishing process!!!!! He than keep insisting that there is no need to reason to talk and explain till he sees with his own eyes the damage done. I informed that the damaged had been witnessed and verified by his staff, but he said that they are in no position to do any assessment except himself.

I then question about the rude and unprofessional behavior of the receptionist. He then say that he would not buy my version as he is not there to witness the conversation!!!! can you guys swallow this!!!! He then said that the staff had recieved a warning letter for reversing the charges for the botched job as she is not authorised to give any refunds except he himself!?!?!?!? For some obvious reason he just don't care about the customers' treatment from his staff but pays great attention to the money the company makes only. Grrrrrrrr...... He then told me to bring my vehicle down to the workshop and quipped that even it is an off peak car I could always use the drop off service provided and drop off my car at the guard post before 7am or after 7pm..... I insisted that there is no reason for me to be inconvenienced further and told him that he can always come to my place to verify my unreliable complaint. He then gave in to drop by my place after 7pm tomorrow....wonder if he actually mean 9pm....*sigh*.......

I am really at a lost about the level of customer service this Fulco is providing... CASE would only mediate cases on terms and payments to customers, i really doubt they could do nothing much about customer service issues. If I were C&C I would seriously investigate and assess the kinda service this Fulco is giving to customers and reconsider the dealership rights as in the eyes of many layman C&C fulco is also C&C as both carry the Cycle & Carriage brand name.

What a shame. KIA can seriously deal with better dealers. They've got a great car, all they need now is a good dealer for them in Singapore.

Hope you get your car done up properly soon.

what to say?

shssss..
say nothing..

Go to CASE Straight away. Don't waste time further and also write to the ST forum, if it goes through, they confirm will give you a different reply from now.

PPS is over-rated. It's just a sealant job + additional service.

Further updates......*Sigh*Sigh*

As informed by the service manager Andy that he would call me at 645pm today and probably come over by 715pm to view the damage....Waited waited waited.....Got a call at 715 from the "beautiful" receptionist with immaculate english....she informed me that her manager has left to meet me and would be here in less than half hour time.

Waited waited waited, went down to wait at 740 and waited waited waited....he finally came at 810....*sigh*......

He took a QUICK LOOK ON THE CAR AND KEEP TRYING TO PUT IT TO ME THAT IT IS CAUSED BY POOR CARE..... Sianz.... after much inspecting he just left saying he would call me tomorrow to discuss....no conclusions no apology no consolation.....no resolution........now back to wait wait wait.......

octane99 wrote:Further updates......*Sigh*Sigh*

As informed by the service manager Andy that he would call me at 645pm today and probably come over by 715pm to view the damage....Waited waited waited.....Got a call at 715 from the "beautiful" receptionist with immaculate english....she informed me that her manager has left to meet me and would be here in less than half hour time.

Waited waited waited, went down to wait at 740 and waited waited waited....he finally came at 810....*sigh*......

He took a QUICK LOOK ON THE CAR AND KEEP TRYING TO PUT IT TO ME THAT IT IS CAUSED BY POOR CARE..... Sianz.... after much inspecting he just left saying he would call me tomorrow to discuss....no conclusions no apology no consolation.....no resolution........now back to wait wait wait.......

i think you have said what has to be said. i do not think they will be able to compensate you in a reasonable way. i am not sure CASE can help but the chances are slim. the only recourse is not to have anything to do with them anymore. how about moving on and let other WS settle your problem.

octane99 wrote:

.... Was greeted by the declaration of imdemnity that there is no party at fault for the whole incident and that he could only offer a resolution upon inspecting my car. He also enforce that it is not the liability of the company if there is any stains or scratches that cannot be removed during the polishing process!!!!! He than keep insisting that there is no need to reason to talk and explain till he sees with his own eyes the damage done. I informed that the damaged had been witnessed and verified by his staff, but he said that they are in no position to do any assessment except himself.

wah lao!!! what a big cheese pie! staff cannot verify, only he can verify? Then how come he not around? Company without him will die? No one can cover his duty? Nonsense man! Bro, dun take this kind of crap from him.

People in the service line should know empathy. I totally understand what you're going through man. There are some shifty people among their ranks lah, siam here siam there, dun want to take resposibility. Waiting to shag you out so that you dun pursue anymore. You just need to channel your concern to the right people, people with enough authority to make a decision without checking here and there...

If possible, make them record all the decisions, conversation, promises all documented. Also, i kinda suspect there are some spies here trying to get you to soften up and forget the matter... We have to be reasonable here, if the car goes in to the workshop in good condition, and comes back out worse off, whose responsibility is it? The Owner? I dun think so!

Ok guys, sorry for my rant.. Just that everytime i read such complains, i'll be quite pissed!!

Good luck bro octane99!

OT a little bit, where's your makan place? maybe can go your place makan and chitchat a little!

who are the spies?????

Own up own up!!!

cboonh wrote:

octane99 wrote:

.... Was greeted by the declaration of imdemnity that there is no party at fault for the whole incident and that he could only offer a resolution upon inspecting my car. He also enforce that it is not the liability of the company if there is any stains or scratches that cannot be removed during the polishing process!!!!! He than keep insisting that there is no need to reason to talk and explain till he sees with his own eyes the damage done. I informed that the damaged had been witnessed and verified by his staff, but he said that they are in no position to do any assessment except himself.

wah lao!!! what a big cheese pie! staff cannot verify, only he can verify? Then how come he not around? Company without him will die? No one can cover his duty? Nonsense man! Bro, dun take this kind of crap from him.

People in the service line should know empathy. I totally understand what you're going through man. There are some shifty people among their ranks lah, siam here siam there, dun want to take resposibility. Waiting to shag you out so that you dun pursue anymore. You just need to channel your concern to the right people, people with enough authority to make a decision without checking here and there...

If possible, make them record all the decisions, conversation, promises all documented. Also, i kinda suspect there are some spies here trying to get you to soften up and forget the matter... We have to be reasonable here, if the car goes in to the workshop in good condition, and comes back out worse off, whose responsibility is it? The Owner? I dun think so!

Ok guys, sorry for my rant.. Just that everytime i read such complains, i'll be quite pissed!!

Good luck bro octane99!

OT a little bit, where's your makan place? maybe can go your place makan and chitchat a little!

Ok Ok.... Here is the moment to kill off all moments!!!!

Mr Andy Phua the service manager of Ubi Workshop came to inspect my car sometime last week, came back with a reply that after consulting his directors and management, they deem that they are at no point at any fault. However since I complained they decided to redo the job for me at Ubi again.

I told them that it is not very convinient for me tho do it at Ubi again as it is out of the way for me, thus i asked for it to be done at Leng Kee instead. I was then told me with the emphasis that they are at no fault and they are redoing the job for me out of pure goodwill and that it is not possible for me to get it done anywhere else.

I really caan't stand it anymore!!!!! I really don't understand it!!!!! and i am getting tired of retelling this sickening story over and over again. ARRRRRRRRRRRRRRRRRRRRRRRRGH!!!!!!

Bro cboonh I am at Temasek Towers feel free to drop by if you happen to be around the area.

this is ridiculous... u should post this to ST forums... in singapore, things get done faster when the media is involved...

Wonder if this will bring in some light!!! Really worn out already...... http://talkback.stomp.com.sg/forums/showthread.php?p=2591332#post2591332