Association seeks transparency after buyer claims new car registered before official handover

Ong (second left) with the consumer and others.

By DayakDaily Team

KUCHING, July 11: The Sarawak Consumers Association (PPS) has called for greater transparency in the new vehicle handover process after a Kuching buyer alleged her new car was registered and recorded as delivered before she had inspected or officially accepted it.

In a statement, the association said that a woman had purchased a new car for her child, who had just obtained a driver’s license.

The association said that after the vehicle financing was approved, the consumer alleged they were never allowed to inspect the vehicle, were not invited to carry out a pre-delivery inspection, and had yet to officially take delivery of the vehicle.

Before the scheduled handover, the consumer was informed that the vehicle was suspected to have an electrical wiring fault and required further inspection, resulting in the delivery being postponed.

After waiting for more than a week, the consumer visited the dealership for an update and allegedly found that several interior components of the vehicle had been dismantled. The consumer also claimed to have been informed that the source of the problem had yet to be identified and that an engine-related fault could not be ruled out.

PPS said the consumer later contacted the financing bank and was informed that the loan had already been disbursed to the dealer. According to the information provided by the bank, the vehicle’s Delivery Order (DO) had been recorded as received, indicating that the vehicle had been deemed delivered.

The consumer further alleged that the vehicle had already been registered despite never inspecting it, signing any delivery documents or officially accepting the vehicle.

PPS said the consumer maintained that no Delivery Order had been signed and that the vehicle had neither been inspected nor officially handed over.

Following the complaint, PPS accompanied the consumer in lodging a police report to safeguard their rights and interests. PPS president Dr Wynson Ong Teck Ping also contacted the bank and the dealership to seek clarification.

The association said the bank had agreed to temporarily suspend the vehicle financing pending clarification of the matter as a measure to protect the consumer’s interests.

PPS will also accompany the consumer to the dealership next week to seek further clarification on the vehicle’s condition, the handover process, and the related documentation.

Ong said purchasing a new vehicle is not only a major financial commitment but also a matter of consumer safety.

“Consumers purchase a new car with the expectation of receiving a vehicle that is genuinely safe, of good quality and in the best possible condition. Safety should be everyone’s priority and must not be compromised by shortcomings in the delivery process,” he said.

He added that every consumer has the right to inspect the condition of a vehicle before signing any delivery documents and is entitled to receive clear, accurate, and transparent information about the vehicle they have purchased.

“If it is true that the consumer never signed the Delivery Order and never accepted the vehicle, the matter must be thoroughly clarified. Most importantly, consumer rights must always be protected, and public confidence in the new vehicle delivery process must be maintained,” he said.

PPS said that if the allegations are substantiated, the entire handover process should be reviewed, including whether the consumer was allowed to inspect the vehicle, whether all relevant documents were completed in accordance with procedures, and whether the delivery complied with the required standard operating procedures.

The association stressed that the issue extends beyond a single vehicle, touching on consumer safety, the integrity of the vehicle handover process and public confidence in the automotive industry.

PPS said it will continue monitoring the case and urged vehicle manufacturers, dealers and sales representatives to prioritise consumer safety, adhere to proper handover procedures and ensure every customer receives a vehicle that is genuinely safe before delivery is completed.

“Consumers buy a new car for peace of mind, not to take home new risks. Consumer safety is not an option, but a responsibility,” Ong added.

Consumers experiencing issues related to their consumer rights may contact the PPS at 017-7109299 for assistance. — DayakDaily