When a customer has a problem with a product – be it a washing machine, mobilephone or car – he or she expects the company that sold it to provide the necessary attention and fix the problem (hopefully permanently). Unfortunately, with some companies, poor customer service attitudes can result in customers not receiving attention and being frustrated and inconvenienced.
Chery Malaysia understands that in order for their brand to be accepted, the best possible customer service must be provided. Unlike the other Chinese brands that are just coming into the Malaysian market, Chery has had experience before when their products were handled by a local business partner.
![Chery OMODA 5 [2023]](https://www.motaauto.com/wp-content/uploads/2024/04/Chery-OMODA-5-2023.jpg)
A test of customer care
Now that they are directly involved in marketing, sales and aftersales, they can set the highest standards not just in product quality but also service quality. Recently, they were put to the test with a serious customer complaint relating to a problem with the brakes of her OMODA 5. The problem was publicised on social media and drew much attention.
Chery Malaysia contacted the customer 6 days ago and took in the SUV for a thorough investigation to find out what could have caused brake failure. It would seem that they could not find any fault but they could not end the matter there (as some companies might).
PUSPAKOM also checked the vehicle
So they also got PUSPAKOM to carry out a technical inspection so as to get an independent finding. The vehicle inspection company carried out its 10-point inspection which includes a test on the vehicle’s brakes. This evaluates efficiency, dynamic imbalance, run-out, residual force, and parking brake functions.
PUSPAKOM’s report also did not find anything faulty with the vehicle or its brake system. It was confirmed to be safe and the brake system in satisfactory operating condition.
The customer, who has been using a courtesy car in the meantime, has been informed of the findings by both Chery’s own technical team as well as PUSPAKOM, with a comprehensive report provided.
Transparency is important
Chery Malaysia’s pro-active response in this case is commendable. It has shown transparency and not used the ‘no comment’ line. The media has been kept informed with proper information on actions taken and findings so that there can be no speculation and incorrect news.
MotaAuto has tested the OMODA 5 before and we found nothing wrong with the brakes or any other issues, and we have not heard of any problems from our colleagues who have also tested the SUV.
Click here to know more about Chery products and services in Malaysia.
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