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** UMW Thunder Service **


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#11
ckkin

Posted 26 October 2002 - 01:13 PM

ckkin

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What has happen to the "famous" Toyota service? Has it
gone down the drain? First we had the problems
occuring to the Altis on the different QC comments,
then now we have the Camry. Where is that "famous" QC
that Toyota was renowned for? My father has a 1981
Toyota Corona which is still in good running
condition. Should Toyota compete with other brands and
have the QC down the drain? If the quality and
consistency is maintained, there is no need for
unnecessary marketing strategies. The customers will
automatically return to the Toyota SC. I have sinced
stop going to the SC because was informed that I
couldn't use my own purchased engine oil. Am I to
understand that the Toyota Oil is far more superior
than other brands in the market that it may void the
warranty? I find it hard to believe!! In addition, I
find that the price at the SC is higher than compared
to the 3rd party mechanics. Have a survey been made on
the percentage of customers stop going back to the Sc
after the warranty period? I think the answer would be
surprising!! Previously, Toyota sent out questionaire
to the new owners for a year to gain feedback. That is
a good way to measure the quality of the SC and
improve from there. But the question is, was the
questionaire looked into and then follow up with the
customer. Most importantly is that the customer must
be truthful in filling up the questionaire and Toyota
to accept the comments and implement the necessary
changes based on the comments. Those days I was
impressed with the SC as the customer's waiting room
had beverages as well as reading material for the
customer's while waiting. It is the "plus" point for
the SC. I am sad to say that I will have to consider
very carefully when I purchase my next Toyota or "if"
I do so. But, I am happy with my present Toyota's!

#12
tnigel

Posted 26 October 2002 - 09:44 PM

tnigel

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Actually it is unfair to compare authorised SC eg.
UMWT with 3rd. party repair shops. We should compare
an apple with an appleBig Smile
The 3rd. party workshop usually doesn't give you any
warranty for the parts used and they don't have the
specialised tools & knowledge on your particular car.
Actually, I can symphatise with the authorised service
dealers as there are many imitation parts & oils being
sold and instances where the owners used oil or parts
which are below the accepted standard. They have to
absorb the warranty claim if the car or engine, etc.
has any problems.
As far as I know of the UMWT setup, there is a review
of the customer replies, so it is up to the customer
to give an honest & truthful reply so that HQ can
follow-up with the branch or person concerned to sort
out the problem.

#13
itouch

Posted 27 October 2002 - 12:14 AM

itouch

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the customer service at UMWT is really at the bottom
of the heap. there is this chap who promised to call
me but never did, not once but twice!

#14
anthonywyc

Posted 27 October 2002 - 01:33 AM

anthonywyc

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Well,

It is not true.

1)you can bring in your own engine oil and ask them to
change for you. I once bring Castrol Magnatec and
they change for me. Don't you tell me that Castrol,
Mobil, Petronas or Shell Engine oil is not to spec.
Also, by using non-toyota OEM part, it void your
warrently. So, what the different ? You warrenty
expire already. They would still charge you $$$$$ for
part replacement.

2)Outside mechanics (shop) can also get Toyota OEM
part with the same warrenty and some more cheaper.
E.g. Toyota OEM absorber cost 210+. You can get the
KYB at a lower price ~180-190. Toyota OEM absorber is
just a KYB with a toyota sticker. Does the toyota
sticker cost you $20-30 ? Also the labor charge is
about 200 if you do it at Toyota for 4 pcs. I once
asked about it and the total charge is $1K. I can get
a cheaper price outside.

3)Some outside mechanics (shop) have better tools and
better training than toyota. Outside mechanics need
to go for proper training and get the proper cert. in
order to operate on car. I found some complete toyota
spec manual in some of the mechanic shop too.
Furthermore, I don't think Toyota mechanics are
better. I can have my oil and filter changes with an
hours. How fast can toyota mechanic complete the
job ? half day or even one day just to touch here
touch there. How many of you really think that they
do all the check listed in their checklist ?


BTW, How many of you are satisfy with toyota service ?



#15
ST Tee

Posted 29 October 2002 - 07:22 AM

ST Tee

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Good morning folks,

I've spent a complete 10.5 hours yesterday at UMW PJ Section 19 yesterday just to do my 10k service + 1 minor repair of the rear door clip, full story coming soon, let me clear my office emails first. Smile



#16
ugakgedik

Posted 29 October 2002 - 08:30 AM

ugakgedik

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Shock

Tee,

So teruk ah? 10.5 hours of waiting??? And I thought
the 6 hours wait I endured at the Segambut SC last
time was bad enough! Angry

#17
ST Tee

Posted 29 October 2002 - 09:05 AM

ST Tee

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Drafting my letter to them now, will post it here when it`s done. I did the same when i first had my Corolla in 1999. You guys should try to stick around the SC for at least couple of hours, you`ll hear many `interesting` comments flying around. Let me give you some that I heard/observed yesterday :-

- SA1 talked to SA2, "Aiyo, don`t want to hear any more Thunder-lah, more thunders and we all will die, how to handle so many ..."

- SA3 talked to SA4, "Hei, can I pass this job to you ?", SA4, "Don`t want, it`s quite a new car, I don`t want to handle new car" ??!!

- SA3 again to SA4, "xxxx said u don`t know anything one, how long are u in Toyota?", SA4, "2 years already !"

- Saw a couple had a quite heated `discussion` with the SC operation manager, both side did not show a single smile throughout the 30 minutes talk.

- I asked SA5, "Do you know what type of headlight Unser is using ? H1 .. or H4 type ?", SA5, "Err .. we use the standard type one, those made in Shah Alam", I replied, "But is the Unser headlight of type H4?", SA5, "I`m not sure-lah", I continued, "Do you know those Osram bulbs ?", SA5, "Not sure-lah.." That`s the end of conversation.

- There was another old man who also waited from morning until mid afternoon about 3pm, then the SA told him that they just received the parts blah blah blah and said the car will not be ready, the old man has no choice but said he will come back the next day

- Most of the SAs look `cool` or maybe close to `cold` unless the customer is a lady, this is the same comment I had during my 1st service of my 1999 Corolla, they only cracked jokes among themselves, and can see that they are as frustrated as us, why ? I wouldn`t know but I guess UMW has to find out.


Also spoke to the sales person, was told that :-

- The selected list for Unser Treasure Hunt was done by HQ, nobody knows what`s the criteria

- The car wash service was sub-contracted, there is a recent change of team (flee, that answers your car-stalled problem)

- The sales people was not aware of `Thunder Service` until they announced to the world

Well, I`m not sure how much can I trust his statement, but from this observation, I don`t see much colloboration with their departments.

OK, my 1k service full report coming soon .... akan datang.




#18
pisces

Posted 29 October 2002 - 10:33 AM

pisces

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Thanx, unker Tee for the report.
So do you consider the conversation part of a drama or
sitcom????Wink
Sent in my car this morning to the Klang SC for the
ATF flush/replacement and the "thunder service".
Was later told that the thunder service starts only
after 2:30 pm when the mechanics have more time.
Take about an hour for this servise, I was told.

#19
mleong

Posted 29 October 2002 - 10:49 AM

mleong

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Hi All,
Before I got my Unser, I had a Satria. The first
service was not good at all and it is expensive. Since
then, I had never taken back to any EON service
center. I get better services outside, that's six
years that I owned that car.
Now it is the Toyota story. The main reason that
I bought the Unser was because it is a 8 seater and
the least expensive around. As far as the service is
concerned, I rate it as satisfactory. Sometimes they
will call when the car is done, sometimes not. As for
washing the car, I still can see the windshield with
dirt mark on it. Wonder if they actually wash the car,
or just wipe the car with a wet cloth. I might
consider taking the car in only for the major
services, and to outside mechanic for the in-between
oil change.

Tee:
What did they do and how much they charge for your
10K service? Mine is as follows: Maxcheck Packages 3
Labor charge is Rm 48.00, Filter Assy Oil is Rm 25.29,
Gasker is Rm 1.66 and Toyota Motor Oil is RM 38.60
(normal oil), with tax the total is RM 115.95. I got
it done at the Sec 19 branch. So far, the car
services was done around noon. Before I bring in the
car, I have to call 1 week in advance to book a slot,
otherwise the walk-in has a longer wait.
Others, please share your experience.



#20
flee

Posted 29 October 2002 - 11:40 AM

flee

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Tee,

This is not the first time the high pressure engine
wash caused problems. A few years ago, the water got
into my Cobra alarm system and I had to change the
PCB at Cobra, at my own expense. Since then, I have
always told the SA - NO ENGINE WASH! But the last
time I went to S19, I forgot to give that instruction
and they zapped the distributor with their water gun.
Sad storylah, UMWT service!

BTW, I don`t know why some of you said that UMWT
said "cannot use own oil". I have been sending Mobil
1 to them everytime the oil needs changing and no SA
told me I cannot use my own oil. So, there is some
inconsistency here. I guess new owners are told "no
oil" whereas those who have already done so before
are allowed to continue using their own oil. It is
all about UMWT trying to get maximum revenue from
each service customer!