Dear Mr Gan
Reference to your last email to DaimlerChrysler Malaysia Sdn Bhd of 29th
We have been following closely on the various correspondences between
yourself and DaimlerChrysler Malaysia. Hence, we would like to assure you
DaimlerChrysler Malaysia Sdn Bhd as our distributor from 1st January 2003
have attended accordingly to your vehicle's concerns. The two issues
pertaining to front plastic seat cover and the instrument cluster were
restored to the normal operating conditions in accordance with the
Mercedes-Benz repair guidelines. DaimlerChrysler Malaysia Sdn Bhd has
also provided their best assistance and attention to you as a customer
during this period and we hope you can understand their position.
They have also acknowledged the comments highlighted by you and you can be
assured that it was taken seriously.
Once again, we like to confirm that they have extended the necessary
assistance in attending to your vehicle under the described circumstances.
This was despite your vehicle was not purchased from our distributor's
dealer network nor was the vehicle imported into Malaysia by our
distributor. Our records revealed that your vehicle bearing VIN No. WDB
220063-2A-161035 was dispatched from factory to Trinidad on 6th October
Thank you for the attention.
With Best Regards
DaimlerChrysler SEA Pte Ltd
Fred Schärli Wong Jee Heng
Senior Manager Senior Executive
Well, it is rather sad to see a brand that we have associated with for the
28 years is coming to an end. It all started with poor product quality,
defective merchandise, sub-standard and bad services, arrogant staff, proud
and egoistic management.
DaimlerChrysler's letter to customer do not seems to carry an air of
and cooperation. We as your customer never ever feel that we are valuable
enough to you that you will do whatever is reasonable to continue the
The very low level of confidence with DaimlerChrysler has generated many
questions about your services and product quality. DaimlerChryslers'
of avoiding and brushing off all the questions asked has further reinforced
the negative and unacceptable image of defensiveness and dogmatism.
You just failed to understand that ignoring, denying, or covering up
an obvious error can severely damage DaimlerChryslers' repution in the
Whether DaimlerChrysler has provided their best assistance and attention to
their customer, the verdict should come from the customers, certainly not
one of your own people. Self professing and admiration is a very shameful
behaviour in the business world.
When a customer is right, a customer is right! And when a customer is right,
best thing for the business at fault to do is to admit to its error and try
itself. On the contrary, DaimlerChrysler has a totally different philosophy
its customer. DaimlerChrysler is so big that it is not destructable and non
Simple and straight forward questions from the customer should be answered
sincereties and diligencies. This positive approach will definately resolve
situation to the mutual satisfaction.
By telling me that my car was not purchased from your distributor's dealer
not imported into Malaysia by your distributor will not in anyway free you
responsibilities and liabilities, unless you are not part of
DaimlerChrysler. Whether this
car is dispatched from Stuggatt to Trinidad or to Timbuckto, it is still a
Your " Three Cents "mentality will further aggravate the situation, it is
like putting salts
Make use of your expertise in technical to answer all my technical questions
Stop throwing around your " Three Cents " attitude, you will certainly make
Rgds, ST Gan
The Unhappy owner
Consumer Association of Malaysia