call centre is set up in our KL office located in Kuchai Lama. The
centre is managed by an engineer. A 24 hours hot line number is
assigned for the call centre. All incoming complaints or break down
from our clients will be handled by the engineer. Upon receiving
any breakdown call, the engineer will immediately contact the technicians
at respective zones by telephone or pager.
incoming complaints from our clients will be logged with time of
call, caller name, time our technician attend to the call, time
our technician arrived and left the job site and the reason of breakdown.
The response time can be calculated from the above data. The data
collected will be monitored closely in order to ensure that our
response to clients is acceptable.
standby centre is set up at our KL office. Our breakdown team is
on 24 hours standby after office hours to cover region within the
Klang Valley. The standby team consists of a trained supervisor, an assistant
supervisor and a breakdown technician to respond to
Service Depot had also been set up in Shah Alam and Putrajaya to cater for breakdown
services and night standby around the region inclusive of Subang
Jaya, Cyberjaya and Putrajaya.
service technicians are constantly in touch with the centralize
call centre by mobile phone and receive updated information and
technical assistance from standby supervisor as and when needed
to ensure effective completion of the tasks.
on the nature of call, man-trapped and emergency cases will be attended
within 30 to 45 minutes and normal breakdown cases will be attended
to within two (2) hours barring any unforeseen circumstances.
your further information, our office maintains a full set of record
on breakdown calls, response time as well as problem evaluation
after rectification. Internal audit of breakdown and response time
is carried out by Maintenance Manager to ensure the level quality
of service rendered.