Hi all, I need some advice here.

Last month my wife car got battery issues and we called up Proton road assistance. Towing sent by Proton did a bad job and made damages to the gearbox when bringing her car to the service center. The towing company don't wanna admit they did wrong.

We raised up this issue to Proton customer service, Liberty insurance (the insurance partner) and even made a police report. We sent multiple emails demanding for them to take responsibility but they kept saying it's under investigation without any specific PIC given to us. This issue has been dragging us for a month with no progress and I'm getting nervous.

The only thing we haven't done is report to Tribunal. My question is, what can I do to make this process faster without us claiming our insurance?

Note : the police investigation report is 'refer to the court'. Since no accident happened so they cannot intervene and we may need to the criminal dept instead of traffic.

Yeah they want to taichi and delay this issue. Proton said they contacted the SC for investigation, but when we crosscheck with SC they said no one called them. Obviously Proton doesn't want to admit since they're the one sending the towing guy.

The towing guy lift up the front wheels and drag it. I believe X50 need to be towed with all 4 wheels on the truck. That method destroys our gearbox pump.

Hi everyone, I wanted to share an update here and lessons for all. We just got back our car yesterday and all of that was paid by the towing company insurance, except the battery.

One week after I wrote this post, the SC called us asking for updates. We got mad as they're under Proton hence they should be communicating to each other. Proton HQ claimed they called the SC was a lie and just to cover up their incompetence. Hence, the SC escalated this issue by sending a representative to the HQ and things snowballed after that:-

• Proton HQ investigated through given pictures and claimed the damage was not done by the towing. We fought back and asked them to come and investigate ~ 1 week.
• They came to investigate and opened a case file (finally). The outcome is the damage was done during the towing. They informed the towing company that they need to pay for it ~ 1 week.
• Payment confirmed and spare part ordered ~ 1 week.
• Repair ~ 1 week.

Props to the SC (HZN Senawang) for actually care about us, although I had some dissatisfactions with them before this. The lesson out of all this are-

1. Take proof before, during and after the towing. Do not trust them and assume all wll be okay. Having dashcam is better.
2. Proton Assist/ customer service is soo bad. All they know is asking you to send them an complaint email then left it there.
3. All email you sent to either Proton Assist or insurance, make sure to CC the service center as well.

That's all, thank you for reading.