السلام عليكم
كان يوم [OVERLINE]عذاب[/OVERLINE]
في البداية أحب أعرفكوا إن دي مش اول عربيه زيرو أركبها ومجرب غبور وعاوز أقول إن الفرق تقريباً فرق السما من الأرض إدا ماكانش لكثر - طبعاً لصالح غبور
سامحوني لأن وقتي ضيق ومادخلتش على المنتدى من يوم الزيارة للتوكيل بس يكفي إني أقول لكم إن ده نص الشكوى إللي بعتها لبوتون ماليزيا
وياريت يا جماعة أى حد عنده شكوى من الناس دي يبعت للشركة نفسها على طول لأن أكيد الشركة مش دريانه باللي بيحصل في مصر لأني عرفت من الناس إللى قابلتهم في التوكيل إن أيام ما كان الماليزيين هنا كان الموضوع مظبوط وباظ اول ما مشوا
subject: A complaint about the car Gen.2 with the chassis no:#
Dear Sirs,
I bought this car three weeks ago from your authorized agent in Egypt (Ezz Elarab). I received the car with no papers and they said that I’ll be receiving the papers in one week, which was not correct where I received the papers two week later after many calls and visits to Ezz Elarab head quarter. This caused me a big problem as to have the car, after paying the total price in cash, without the ability to use it effectively.
After having the car license, I started to use it. Then, I discovered some problems in the car. I called the service center regarding these problems and they said that it can be fixed during the first periodic inspection/routine service (1000 KM).
On March 29th, I took the car to the main service center in Cairo after I had a reservation one day before. I arrived at 9.00 AM, the reception engineer (Eman Mostafa) came to me at 9:30 AM. I told her that I want to have the first periodic inspection service done and I told her about the problems that need to be fixed.
The Problems I had (according to the Repair Order she wrote) were:
1. 1000 km periodic service.
2. A problem in the steering alignment (the car goes to the left if I let go of the steering wheel).
3. Sometimes, I hear noise coming from the brakes (only at the beginning of the motion).
4. A hard sound coming from the steering wheel when I turn it to the left or right to the end of range.
5. The remote key doesn’t work sometimes unless it’s very very close to the body of the car (it says 10 meters away from the car in the manual).
6. The buzzer may or may not work after locking or unlocking the car.
7. The wipers and washers are weak and not efficient.
8. The car is not stable (not the same height level from the ground, the left and right sides). Even the tires pressure is adjusted according to the manual and the badge on the left hand side door.
9. The trunk door is not aligned properly with the body of the car (not like the other Gen.2 cars that were present in the service center that day).
I told her that there is another problem in the dashboard, where it’s not fixed will from the left hand side. She replied instantly without checking it that it will take two days to fix this problem and I have to leave the car in the service center. So, she said, leave it for another time.
The reception engineer got all the data, wrote it down in the repair order. She only checked the remote key and gave me an estimated time of 7 hours (can you believe that, from 9:45 AM to 4:30 PM). When I complained about that she said “Don’t worry, I’ll call for you as soon as it’s finished”. Then, she directed me to the waiting area.
I waited in the waiting area, which, by the way, is not a proper or comfortable place to stay in for 1 hour; not 7 hours. During that time, I tried to make sure that everything is going well BUT:
- No one to speak to, the reception engineer disappeared.
- The technicians are not allowed to speak to clients.
- The engineers are not present. Even if, they are not aware of the progress of work being done.
- Most of the time, the technicians are not working. They are chatting.
- The car was kept in the parking area for more than four hours, out of seven, without any work being done. Although, there were not so many cars that day in the service center.
- There are no rest rooms, no proper place for prayer, and no proper cafeteria – I’ll be waiting for seven hours, can you believe that?!!
At 2:00 PM, the reception engineer told me that they finished working with the car and I can receive it. We started to review the repair order points and she said that:
1. Done.
2. Done.
3. Done.
4. Done.
5. Done.
6. No problem and this is how it’s supposed to be working.
7. Done.
8. No problem and the car is fine.
9. You have to talk to another engineer who is responsible for the car body.
I replied, “Regarding the point (6) about the buzzer, this is not true because I tried it in other Gen.2 cars and it’s always working specially when locking the car”. She took me to another engineer and we tried another car and it was different. The other engineer, whose name is Ibrahim, told me “Ok, we will continue working on that”. I returned back to the waiting area.
At 3:00 PM, I went to check the progress of the work. I found them opening the hood and there is no one working on the car. I looked for Engineer Ibrahim and asked him about the progress, he replied “We are working on it”. I said “There is no one working on the car”, there is no reply.
At 3:30 PM, I decided to talk to the service center manager, MR. Aamr Elkawafi. I went to the manager and I told him about the whole issue. At the beginning he showed that this not good and he is going to check what is keeping them all that. Then he came back to me with the magic answer “You are supposed to receive your car at 4:30, don’t rush them”. I told him that they are not working; there is no one even beside the car. He replied “They are getting the spare parts, don’t worry” and he left me.
At 4:00 PM, the reception engineer told me that the buzzer problem will not be fixed because the spare parts for 2010 models did not come yet from Malaysia. You can take the car now and may be the next time you come; you will find the spare parts present. I asked here “So why did you keep me waiting all that time?!! Why didn’t you tell me from the beginning that you don’t have the spare parts?!!” There was no reply and I’m supposed to go pay the bill and receive the car.
I asked her that I need someone to test the car with me, she replied that I have to wait until the only driver they have comes back; he went to test another car. I waited until he came back. We went to the car, the driver and I without the engineer, he tested the steering wheel, the wipers and washers and the remote key. He was in a hurry as it was now after 5 PM and they have to leave work.
I returned back to the reception engineer and asked her about the other engineer that is supposed to be responsible for the trunk problem. She took me to an engineer called Aymen. He took the car and said “Wait for me for 5 minutes”. I waited for more than 20 minutes then he came back and told me “This problem needs another visit because it will take another whole day” – I’m dreaming and I want to wake up right now.
Believe me, the only thing that I was thinking of is to leave this place. No matter. I just want to leave this place. I took the car and left intending to test it in my way back home. And this is what I found:
1. The steering alignment problem is partially gone.
2. The brakes problem sometimes appears.
3. The steering wheel sound is still present.
4. The same problem with the remote key, I have to be close to the car to respond.
5. The buzzer problem, of course, is not solved.
6. The washers are ok, the wipers are somewhat ok.
7. The stability problem is still there (the car is not the same height level from the ground, the left and right sides).
8. The trunk door problem is still unsolved.
I’m one of the automotives fans and I was monitoring the market over years. Proton name in Egypt is one of the brightest names in the market. But people started to go away because of the poor treatment of the service center; I always dreamed of owning a Proton car and I didn’t discover that poor quality of service until I bought the car.
These people – your agent and service center responsible in Egypt - are destroying your image in Egypt. I have the trust that you will not let it go just like that and you will resolve this issue within the next week. I thank you for your attention to this matter.
P.S. Go to
www.nilemotors.net and see what is being said about Proton Agent and Proton Service Center in Egypt (Sorry, It’s in Arabic)
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