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Old 02-04-15, 01:32 AM   #1
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Thumbs down Complaint on poor service

Good day,
My Peugoet 408T was 2 yrs old, and still under warranty. On 21 mar my car air-con break down and to I took the car to Johor Baru ( Kebun Teh) Malaysia, service center and the mechanic told me the compressor( inlet tank) was down and need replacement. As i inquire, how many days to wait for spare parts, i was told about a week. I waited for a week and no answer from service center. I had to call to service center to find out the status of spare parts. Since not satisfied with the answer I called the Peugeot care line (1800886292) and after two days I was informed that the I had to wait for three weeks for this spare parts. It had been 10 days my car is down.
As for safety concern I cannot drive this Peugeot without air-con during rainy day, I had to sweat out during hot weather. I had to cancelled my holiday plan to Kuala Lumpur this weekend ( which is 450 km from my residence) since I cannot drive this car without air-con.
My question is , why take so long to get spare parts. ?? Is there any compensation ( another car)as I had to take taxi to my office during certain rainy days since I cannot drive without air-con??:
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Old 02-04-15, 07:53 AM   #2
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This is a forum made up of enthusiasts and not affiliated with Peugeot so your questions would be better directed to the dealer and / or Peugeot.

In my opinion you have no legitimate reason to ask for compensation. Air con is a comfort component only and is not a requirement to make the car safe and roadworthy. The warranty only entitles you to repairs without cost. The car can be used without aircon so it is unreasonable to expect taxi fares / hire car charges to be paid for you.

I accept that the climate is hot and humid but it is still your choice not to use the car without aircon. Aircon is a convenience. There are other ways to demist windows without aircon if that is one of the reasons you have for saying you can't drive the car without aircon.

If your local dealer doesn't have parts on the shelf and has to order them from Peugeot then Peugeot will send them by the cheapest shipping option because they will be footing the bill for the repair. Also they also may not have the parts on the shelf so will have to source the part before they can send it out.
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Old 02-04-15, 10:01 AM   #3
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In my opinion you have no legitimate reason to ask for compensation. Air con is a comfort component only and is not a requirement to make the car safe and roadworthy.

I accept that the climate is hot and humid but it is still your choice not to use the car without aircon. Aircon is a convenience. There are other ways to demist windows without aircon if that is one of the reasons you have for saying you can't drive the car without aircon.
If the OP is a businessman then smart appearance might be a major factor, I don't think it's an "It Ain't Half Hot Mum" scenario here.
Have you driven in monsoon conditions?. I wouldn't tell someone in arctic conditions a heater is a luxury.

Roger.
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Old 02-04-15, 07:05 PM   #4
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If the OP is a businessman then smart appearance might be a major factor, I don't think it's an "It Ain't Half Hot Mum" scenario here.
Have you driven in monsoon conditions?. I wouldn't tell someone in arctic conditions a heater is a luxury.

Roger.
That would be the response from a dealer or the manufacturer. Aircon isn't a requirement to make the car road legal so if it doesn't work it doesn't make the car unusable. Yes it may be uncomfortable but still usable!

I never told him to carry on driving the car, just that I didn't think he had grounds for claiming compensation so your comment about driving without a heater in a cold climate was unnecessary and flippant.
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Last edited by storeman; 02-04-15 at 07:07 PM.
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Old 02-04-15, 08:54 PM   #5
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That would be the response from a dealer or the manufacturer. Aircon isn't a requirement to make the car road legal so if it doesn't work it doesn't make the car unusable. Yes it may be uncomfortable but still usable!

I never told him to carry on driving the car, just that I didn't think he had grounds for claiming compensation so your comment about driving without a heater in a cold climate was unnecessary and flippant.
Having worked in a humid climate, Ghana,with a car with air con you appreciate its usefulness but the problems of getting spares to some parts of the world is the one that is really being called into question. If it had been Ghana the car would have been back on the road with a reclaimed unit within a few days as I can vouch. The trouble today is that we expect a new part as they are much easier to deal with but in the developing countries you get used to a used part being used. They kept my Toyota Rav 4 going for years. There is a road in Kumasi where a stretch of over a mile is nothing but dealers in used car parts. Of course unsafe parts are not used so a new part will appear.
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Old 02-04-15, 09:37 PM   #6
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Having worked in a humid climate, Ghana,with a car with air con you appreciate its usefulness but the problems of getting spares to some parts of the world is the one that is really being called into question. If it had been Ghana the car would have been back on the road with a reclaimed unit within a few days as I can vouch. The trouble today is that we expect a new part as they are much easier to deal with but in the developing countries you get used to a used part being used. They kept my Toyota Rav 4 going for years. There is a road in Kumasi where a stretch of over a mile is nothing but dealers in used car parts. Of course unsafe parts are not used so a new part will appear.
I agree that aircon is a useful addition - even in the UK on the rare hot days we get .

As the OP is getting the car repaired under warranty it is likely to be repaired with a new unit. If the car had been taken for repair at an aircon specialist or any other place than the dealers it would likely have been suggested to use a recon unit but then the OP would probably had the car repaired pretty quickly but he would have had to pay. Could well have worked out cheaper getting it done out of warranty with not having hire car charges, taxi fares and missing a planned holiday.
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Old 03-04-15, 09:37 AM   #7
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Come on guys give the OP some support.
He has a Peugeot under warranty with a fault and he has been waiting ages for it to be fixed.That IS poor service.The Peugeot network is quite big in Malaysia so why they cant find an AC pump is strange.
As for the,is AC essential bit?? I`ve just come back from Sri Lanka and believe me it IS essential in those climates.
Would you guys drive around the UK in January with out a heater?

All I can say to the OP is contact your Peugeot HQ and "bang the table".There must be the part local? DHL would have one there in 24hrs.
This link may help you??

Peugeot Malaysia - Peugeot Lounge
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Old 03-04-15, 12:38 PM   #8
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Come on guys give the OP some support.
He has a Peugeot under warranty with a fault and he has been waiting ages for it to be fixed.That IS poor service.The Peugeot network is quite big in Malaysia so why they cant find an AC pump is strange.
As for the,is AC essential bit?? I`ve just come back from Sri Lanka and believe me it IS essential in those climates.
Would you guys drive around the UK in January with out a heater?

All I can say to the OP is contact your Peugeot HQ and "bang the table".There must be the part local? DHL would have one there in 24hrs.
This link may help you??

Peugeot Malaysia - Peugeot Lounge
Seems a lot of people think they are living in Xanadu.

Here in the real world, companies do not carry large quantities of every single part that goes into making the machines they produce. They keep stock of the parts most likely to fail BUT they only keep quantities sufficient to satisfy an expected demand. Local dealers will keep an even smaller number of different parts and much smaller quantities of said parts so if an unexpected demand is placed on an individual part then demand will drain the supply resulting in a delay in sourcing that part.

I used to repair mail inserting machines and have had to wait up to two months for parts required to repair machines because the parts had to be made to order and up to six weeks for parts to be bought in from the original supplier.

Yes, DHL or other shipping companies can deliver anywhere in the world within 24 hours but they can only do so if the item is available to be shipped and they charge a hefty premium for this service. Every company will gladly send the part on a 24 hour delivery service as long as the customer bears the cost. If the cost of shipping has to be met by the supplying company then unless there are very special circumstances they will ship at lowest cost.

This is what happens in the real world.

Again the statement regarding driving without a heater in a cold climate is unnecessary and being as it's the second time it's been used in a reply is now insulting. YES I have driven in a vehicle in winter with heavy snowfall without the aid of a heater. Yes it was very uncomfortable and yes I did wish I had a heater but NO it didn't make the vehicle unusable. If I had a choice sure I would choose a car with aircon over one without in a climate the OP experiences and I would choose a car with a working heater over one without in a cold climate but those choices would be purely for comfort reasons.

If I couldn't wait the required time to get a fault fixed and felt I couldn't use my car until it was fixed then I would find a quicker solution even at a greater cost. And yes, I have done so in the past and would do so again if required.
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Old 03-04-15, 05:40 PM   #9
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[QUOTE=storeman;974938]Seems a lot of people think they are living in Xanadu.

No we are not,we are trying to advise a guy who`s Peugeot (which is still under warranty) is off the road waiting for a spare part.
I haven't a clue what Peugeot is like in Malaysia.What I do know is they have a large dealer network selling all models,so they must have a parts supply system similar to the UK to back the dealers up.(Malaysia is in the real world).

By the way me mentioning driving around without a heater is as silly as you comparing waiting months for parts for a mailing machine.

I worked for Peugeot in the 70`s and 80`s and then had my own small Independent Peugeot business for 25yrs,(now retired) if I had a car in my workshop waiting for parts longer than 48hrs something was seriously wrong.Most dealers in the UK have a good stock,if not its a VOR order next day delivery.In very rare circumstances its "back order to France" max delivery ten days.In most cases its an odd part for an old model.

Back to the OP,Yes its poor service he`s getting.I`m quite sure if his Peugeot dealer got a grip and looked after their customer they would find the part or have the AC pump repaired.Remember its a car under warranty.
The link I gave him has all the Peugeot dealers in Malaysia.

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Old 03-04-15, 07:51 PM   #10
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[quote=Old Pug;975106]
Quote:
Originally Posted by storeman View Post
Seems a lot of people think they are living in Xanadu.

No we are not,we are trying to advise a guy who`s Peugeot (which is still under warranty) is off the road waiting for a spare part.
Still missing my point. My original replay was mainly that I didn't believe he had grounds for claiming compensation as technically the car isn't unusable. Uncomfortable to drive most definitely but not unusable.

As for lead times for parts. If the supplier cannot supply the part at the time you order it then there is nothing you can do but wait until the part is shipped by that supplier. Not all parts are available from more than one source. The OP stated in his post that the three weeks was from Peugeot
Quote:
Since not satisfied with the answer I called the Peugeot care line (1800886292) and after two days I was informed that the I had to wait for three weeks for this spare parts
so not a lot his local dealer can do but wait for the part unless they find a used / recon unit but then the OP will have to pay the cost of the repair.

As you will be well aware having worked for Peugeot and also had your own independent dealership, the cost of warranty work falls directly on the manufacturer and not the dealership that carries out the repair. Peugeot will not stand the cost of a repair using a non authorised part especially if the vehicle isn't technically unusable.
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