SuperZen Cars is committed to resolving complaints promptly and fairly. We take all complaints seriously and work diligently to address your concerns and find satisfactory solutions.

Our Complaint Resolution Process

1. Initial Contact: Contact us through any support channel
2. Complaint Recording: We document your complaint with a reference number
3. Investigation: We investigate the issue thoroughly
4. Solution Development: We develop appropriate solutions
5. Communication: We keep you updated throughout the process
6. Resolution: We implement the agreed solution
7. Follow-up: We ensure you're satisfied with the resolution

Types of Complaints We Handle

• Vehicle Issues: Problems with vehicle performance or features
• Service Complaints: Issues with service center experiences
• Warranty Disputes: Problems with warranty coverage or claims
• Billing Issues: Concerns about charges or payments
• Communication Problems: Issues with our communication or support
• Platform Issues: Problems with our online platform

Complaint Resolution Timeline

• Initial Response: Within 24 hours of receiving complaint
• Investigation Period: 3-5 business days for most complaints
• Complex Issues: Up to 10 business days for detailed investigations
• Regular Updates: Weekly updates during extended investigations

Possible Resolution Options

• Apology and Explanation: When appropriate
• Service Credits: For service-related issues
• Warranty Extensions: For warranty-related problems
• Replacement Parts: For defective components
• Service Adjustments: For billing or service issues
• Process Improvements: To prevent future issues

Escalation for Unresolved Complaints

• If you're not satisfied with the initial resolution
• Request escalation to a supervisor or manager
• Provide additional details or documentation
• Consider alternative resolution options

How to Contact Us

• Email: support@pdi-superzenstore.zendesk.com
• WhatsApp: +60 12-266 0189
• Chatbot: Use our Chatbot on our website or Help Center
• Help Center Form: https://superzenhelp.vlan.asia/hc/en-us/requests/new

We're committed to resolving your complaints fairly and promptly!