by a very reputable roadside assistance company), back when I returned to Malaysia in 2013. I was given empty promises on their arrival and waited for 2.5 hours before a technician arrived.
When he finally got my car started up, I was grossly overcharged for a car battery for my mother’s Proton Satria. This was a vast difference from the transparency, customer service and reliability that I have experienced when working abroad.
The automotive services sector in Malaysia has always given a bad name for itself, especially when it comes to customer service. In a nutshell, there was a lack of empathy towards customers who may be stranded, rushing and left with no other options.
In fact, many would argue that these people take advantage of this situation. In 2016, I launched CARPUT Roadside Assistance to assist Malaysian drivers to get back on the road knowing that their welfare is being taken care of. The CARPUT team, at its core, is one that cares about the customer. If we’re going to be late, we will tell you that we will be late. Unlike our predecessors, we display our prices proudly – in case of any confusion. Every single decision made in CARPUT has its’ customers in mind.
After 30,000 rescues, I am proud to say that with the help of our technology, we have brought our response time down to 43 minutes on average. We have come this far and still have a long way to go. We thank each and every single one of our customers, partners and employees for believing in our cause — especially in our early days. Happy 3rd birthday, CARPUT. – Eugene Tan, @eugtann
*Download the CARPUT mobile application to get quick and easy roadside assistance!