Imagine stepping into a world where every car transaction feels like a gamble, and trust is a rare commodity. The Pakistani car market, rife with deceptive practices, has turned into a battlefield for unsuspecting customers. From the moment locally manufactured cars roll off open trailers to the parasitic practices during regular maintenance, Pakistani consumers find themselves entangled in a web of fraud and dishonesty.
Damaged New Vehicles
Let’s start with buying a new car. You book a car, pay the whole amount, and receive the “brand new” car; well not really.
When locally assembled vehicles arrive from manufacturers, they are almost always transported on open trailers, risking damage. Your brand-new car is scratched, dented, and mechanically damaged even before you get a hold of your keys.
Dealerships frequently skip thorough Vehicle Delivery Quality Inspections (VDQI), especially at inconvenient times, leaving customers unaware they’re driving damaged cars.
Part Theft During Transit
Part theft during transit is a big problem. Important parts are often swapped with low-quality replacements, which go unnoticed during initial checks. Customers only discover the problem when warning lights come on, only to find out their warranty is void without the Original Failed Part (OFP).
Sometimes, entire parts are missing, yet dealerships sign off the VDQI as if everything is fine. They even use tricks like tampering with wires to prevent the odometer from showing warning lights.
The Myth of Free Services
Dealerships promise thorough inspections with their ‘free services,’ but these often fall short. The first free service (FFS) is usually just a quick tire check and a short road test, often less than 2 kilometers. The promised wash? Rarely delivered.
The Second Free Service (SFS) is just another round of empty promises, usually consisting of another brief check that leaves much to be desired. Customers expect a thorough examination but receive only cursory attention.
Oil Change Scams
Dealerships often mislead customers about service intervals and parts replacement, unnecessarily replacing engine oil and filters early to increase costs. Some cars need an oil change at 5,000 km and an oil filter change at 10,000 km. However, dealerships often change the oil filter at 5,000 km just to make more money. This dishonest practice erodes customer trust.
Using Fake Parts
Dealerships sometimes use non-original parts but charge customers for genuine ones. This practice hurts vehicle performance and violates customer trust. For example, air filters may be substituted with fake ones, which only becomes apparent when the HVAC system starts malfunctioning, revealing the deceit.
Delaying Warranty Claims
Dealerships delay warranty claims, especially for items like batteries, until the warranty period expires. Customers are left without coverage when they need it most. Vehicles can stay at dealerships for months, with customers hearing excuses like “We’re waiting for a response from the plant (OEM).” Often, the OEM is unaware of these cases, leading to further frustration as vehicles remain off-road and out of commission.
Excluding Customers From Repairs
Dealerships often ban customers from observing repairs, making it impossible for them to verify the work done. This lack of transparency leads to further distrust. In Pakistan, this practice is particularly frustrating, as customers are kept in the dark about what is being done to their vehicles. They are left to trust the dealership’s word, which often leads to more questions than answers.
DIY Maintenance and Warranty Voids
Frustrated customers often turn to their mechanics for maintenance, only to have dealerships void their warranties for unauthorized service. This leaves customers feeling betrayed, as they are penalized for trying to ensure their vehicle is properly maintained.
Quick Fix or Quick Scam?
Customers who travel far for service often face long waits, only to receive a quick fix that raises doubts about the thoroughness of the service, further undermining trust in dealerships. After long waits, the swift service completion casts doubt on whether all necessary checks were performed, adding to customer dissatisfaction.
New entrants are the more involved in service scams. I had bad experience with huyndai where they force to buy overpriced shell oil and refuse to accept from any authorised shell dealership. With suzuki my 2 warranty claims went quite fine but their workshop staff is not very professional.
pakistani dealerships are operating for bread n butter only, they have no idea about the work, honesty or customer satisfaction.
very informative