Proton has announced a new Mobile Assist service that provides roadside assistance to Proton owners that have been stranded due to unexpected mishaps. The service, which starts today, will see 21 units of the Persona and three units of the Exora go into service, outfitted with tools to perform instant repairs. For the first phase, the cars will be operated by Proton Edar.
The service will be expanded on April 1 with an additional 12 Exoras, also operated by Proton Edar, while another 52 cars will commence service on May 1, this time operated by selected dealer outlets such as 4S and 3S centres.
The company has also relaunched its customer care hotline – 1800 888 398 – that aims to be a one-stop centre for all customer enquiries and services. Proton CEO Datuk Abdul Harith Abdullah joked that he wishes that the number would become as memorable as 755 25 25, the old hotline for Pizza Hut Malaysia.
Aside from requesting for Mobile Assist, customers will also be able to schedule service appointments through the hotline (of course, you can also call the respective service centres for that) as well as submit complaints regarding the company’s products or services.
Proton also promises that the service will better direct enquiries and complaints to the relevant people, with customer relationship executives and associates working with customer care officers, area managers and the like to resolve the issue – which could involve liaisons with Proton’s own internal divisions. The service will also contact the customer daily with an update until the case is resolved.
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Good move proton..
Customers will bless u.
But till now, more curse than bless..
Equally to Najib vs Curse..
Better call Sam Tow Truck, more reliable. Call Proton hotline don’t know when will come
lol. Last time Proton intro i-Care line ended up become i-dontCare.
So now what? Confirm customer care line stop!
Receptionist says service booking at CoE ady very full. Ask to call back another time, like 3-6 months time.
If they can stop this road side assistance last time, they can stop it anytime.
What make them initiate it last time?
To tell people that the have changed and to capture more sales.
What make them stop the service?
Sales has improved so no need to spend money on this.
Same goes now. Sales dropping, so they reintroduce this service again.
It is not Proton but the irresponsible staffs of the organization . If only they could educate them about Customer Service. Worst customer service i am experiencing is in Proton Larkin Service Centre . The technicians are doing the job well even though delayed due to lack of experience. The CS only knows to keep record of appointments by customers and nothing else. If U don’t believe pls give a try . Two of the service Centre CS
fail to do their job. They never smile and you will never get any reply for your questions. Why don’t Proton management give opportunity to those who deserve to work in the position as a CS and who knows why do an organization Require the position
Of a CUSTOMER SERVICE Exec . I hope they could improvise at least the customer service.
This is my first update and I will keep visiting this service Centre cause it’s the nearest to my house and will keep everyone with latest updates. Thank you.
My Exora has been with Proton, Tun Jugah, Kuching for more than a month! NO ONE have ever called me to update me even though I have called (either no answer or engaged). I have emailed Proton numerous time, just to get a standard reply.
I had to take time off from work today just to go to Proton personally. My car has not been fixed, I cannot make claim & of course the incompetent customer officer looks like she’s not interested to help you solve your problem.
I asked to speak to the manager & she had to turn her back to us & make that call. So secretive? Only to tell us after, that ‘Dayang’ is on her way to KL & be back next Monday.
She also claimed she had told KL Proto, Amin Rashidy & Jacky, to inform me.
So Im now still without my Exora.
My email to Proton on 29 Aug 2016:
G’aftrnoon, I have just spoken to Cik Jurida of Proton call centre. My just over 3 year old Proton Exora turbo (QAA1745F) has been giving me 1 big problem after another.
Im based in Kuching, Sarawak & the Saturday that just passed (27 Aug), I had to get the car towed to Proton (Tun Jugah) as the car was producing alot of white smoke from the exhaust!
It first started with oil leaking when it was just a few months old after i bought it.
I then had some alignment/balancing problem that caused the two front tyres to go bald & almost explode! This year the radiator cracked. I had to change a new radiator.
Now it’s the turbo, which I was inform will cost RM4,000+! On top of that, the radio/CD/DVD player will turn off & reset occasionally. This has been change before & yet the same problem although not as frequent. The DVD player plays selective DVDs.
The wiper will stop half way. At times the smell of oil in the car gets really strong. It has caused us great inconvenience as it is our only car.
I have a 3 & 5 year old to send & prick from school. I have to also drive to our shop in the city. So Im sure you can imagine the stress as well. Please help. I cannot be expecting to come out with so much money. I have just close an eye on all the smaller problems as I cannot afford to send the car in & wait each time. Please get back to me with a solution. It is really giving Proton a bad name.
Rgds, Colin
***
And this is their standard (automated?) reply:
Good Day,
Thank you for the feedback and we regret on any inconveniences caused.
Kindly be informed that. we have highlighted your feedback to Proton Edar Kuching and other related departments for further follow-up on this matter.
Therefore, officer from the service outlet will contact and update you accordingly on the matter soonest possible.
Thank you for your cooperation and patience towards this matter and it is highly appreciated.
Thanks & Regards,
PROTON CUSTOMER CARE CENTRE
Customer Relationship Management Division
PROTON EDAR SDN BHD
Ground Floor, Centre of Excellence Complex
KM33.8 Westbound Shah Alam Expressway
47600 Subang Jaya, Selangor Darul Ehsan, Malaysia.
Careline: 1800 888 398 | F: 03-8026 9980
www.proton.com
***
So Proton’s relaunched of new Hotline, with ths bold statement probably from its CEO, Datuk Abdul Harith Abdullah, is pure bollocks!
“Proton also promises that the service will better direct enquiries and complaints to the relevant people, with customer relationship executives and associates working with customer care officers, area managers and the like to resolve the issue – which could involve liaisons with Proton’s own internal divisions. The service will also contact the customer daily with an update until the case is resolved”
http://paultan.org/2016/02/16/proton-launches-mobile-assist-service-relaunches-1800-888-398-hotline-as-one-stop-customer-care-line/
Can anyone look into this or refer me to a competent staff in Proton?
made a big mistake of buying a proton X70 preemiun..it is anything but premium..endless trouble with engine failure warning popping up ..gear box whinning and geely so called engineer says …normal…but dare not give in a report saying so…wasted already 3 day of leave to sort out issues…the customer hotline is a shame…some organizations just dont change do they…found out the expensive way…now using the SUV for short distance drives only…pathetic car and very upset customer