Yesterday, I went to the PROTON SC to do my second service (5,001 km).  When I asked about the recall for the 2 hydraulic hoses for the turbo unit, I was told that they will only replace them at about the 40,000 km mileage or otherwise, through a visual inspection and only if they deem necessary after that.  They insisted that this is the instruction delegated from their HQ and they will have to abide strictly to it.

I think PROTON is definitely not honest nor sincere about this recall.  A recall means that it must be done with no conditions attached.  Otherwise, it’ll just be another normal warranty claim upon the failure of the component. 

I don’t expect them to replace the 2 hydraulic hoses for impromptu customers, but they should at least have allowed this job to be done together during the vehicle’s next servicing.  Otherwise, if they will replace the 2 hydraulic hoses only upon reaching the 40,000 km mileage, who can guarantee that they won’t leak or burst before 40,000 km?

Furthermore, such a failure will be disastrous because it can only happen when the engine is running and the vehicle is on the road.  The owner will only realize the failure when the “low engine oil” light is ON or when the engine temperature is abnormally high due to insufficient engine oil.  When that happens, not only the engine may suffer irrecoverable damage, but will also cause terrible inconvenience to the owner because by then, the vehicle must be towed to the workshop and cannot be driven anymore. 

I hate to say this, but PROTON is really such a disappointment in their after-sales service.  No wonder they will never improve on this aspect and will continue to be greatly despised upon by many ex-PROTON owners as well as owners of the other makes.  Come on PROTON management, if any of you is reading this post and if you really want to enhance your corporate image, this kind of “selective recall” should never have been allowed.  It will only tarnish your corporate image further going into the future, no matter how hard you will try to sell your advantages to the general public, because their perception, experience and reality of your after-sales service sucks greatly and with much contempt. 

On another side-note, my vehicle was bought during the 7-year extended warranty program promotion.  I have been writing emails after emails to the PROTON CARE to inquire about my Extended Warranty Certificate (EWC) which is supposed to be mailed to me.  Initially, they claimed to be issued by September 2015, then postponed to November 2015, December 2015 and the latest is supposed to be by January 2016.  Today is already March 2016 and I have still not received my EWC, or could it be POS LAJU not doing their mail deliveries promptly?  I very much doubt so.  Why their top management will always like to give their assurances and promises, but their subordinates will not act nor follow up diligently in most instances, and even to hope for the PROTON owners to eventually forget about them?  They seem to only know how to “sweet talk” and I feel very much insulted in their way of treating their loyal customers.