Today was one of the most disappointing customer service experiences I have ever had.
After having the app installed on my vehicle, everything initially appeared to be working normally. Shortly afterwards, however, every ADAS warning light illuminated on the dashboard. I returned to the delivery hub as instructed, expecting the issue to be diagnosed and resolved professionally.
Instead, my vehicle was taken away by a staff member named Minura. There was no proper explanation of what they intended to do, no inventory of the vehicle or its contents, and no communication throughout the process. My car remained with them for nearly seven hours.
During that time, I requested access to my wife's handbag and my laptop, which were inside the vehicle. My request was refused, and I was not permitted to enter the workshop area or retrieve my belongings. As a customer, this left me feeling completely helpless.
After waiting the entire day, I was eventually told to return on Monday because they had been unable to resolve the issue. Earlier, I had even been advised that it was safe to drive the vehicle all the way to Tangalle and back despite every warning light being illuminated—advice that I found difficult to accept.
Meanwhile, owners in our WhatsApp group began reporting exactly the same issue after installing the app. One member discovered that the warnings disappeared when the FM Radio's Alternative Frequency (AF) function was disabled or when the radio was paused. I informed the service staff of this information. One of them immediately took the vehicle, returned within about a minute, and declared that everything was fine. Ironically, the solution came from another customer—not from the technical team that had my vehicle for almost seven hours.
At no point did anyone explain the root cause of the problem, what changes had been made, or whether this was a temporary workaround or a permanent fix. There was no proper apology for wasting an entire day of my time, only a casual "sorry." I also requested to speak with a responsible manager to express my concerns, but no one came forward.
My expectation is simple. If there are known software glitches following an app or firmware installation, they should be thoroughly tested and resolved on company vehicles before customers are called in. Customers should not lose an entire working day while technicians experiment with their vehicles.
This experience has significantly damaged my confidence—not only in the after-sales support I received but also in my decision to purchase a BYD vehicle. It is disappointing that such treatment comes from one of the country's largest automotive distributors. It leaves me wondering what level of customer care one can expect if this is considered acceptable service.
I sincerely hope the company reviews both the technical issue and, more importantly, the way customers are treated during such incidents. While software problems can happen, professionalism, communication, transparency, and respect for customers should never be compromised.
After having the app installed on my vehicle, everything initially appeared to be working normally. Shortly afterwards, however, every ADAS warning light illuminated on the dashboard. I returned to the delivery hub as instructed, expecting the issue to be diagnosed and resolved professionally.
Instead, my vehicle was taken away by a staff member named Minura. There was no proper explanation of what they intended to do, no inventory of the vehicle or its contents, and no communication throughout the process. My car remained with them for nearly seven hours.
During that time, I requested access to my wife's handbag and my laptop, which were inside the vehicle. My request was refused, and I was not permitted to enter the workshop area or retrieve my belongings. As a customer, this left me feeling completely helpless.
After waiting the entire day, I was eventually told to return on Monday because they had been unable to resolve the issue. Earlier, I had even been advised that it was safe to drive the vehicle all the way to Tangalle and back despite every warning light being illuminated—advice that I found difficult to accept.
Meanwhile, owners in our WhatsApp group began reporting exactly the same issue after installing the app. One member discovered that the warnings disappeared when the FM Radio's Alternative Frequency (AF) function was disabled or when the radio was paused. I informed the service staff of this information. One of them immediately took the vehicle, returned within about a minute, and declared that everything was fine. Ironically, the solution came from another customer—not from the technical team that had my vehicle for almost seven hours.
At no point did anyone explain the root cause of the problem, what changes had been made, or whether this was a temporary workaround or a permanent fix. There was no proper apology for wasting an entire day of my time, only a casual "sorry." I also requested to speak with a responsible manager to express my concerns, but no one came forward.
My expectation is simple. If there are known software glitches following an app or firmware installation, they should be thoroughly tested and resolved on company vehicles before customers are called in. Customers should not lose an entire working day while technicians experiment with their vehicles.
This experience has significantly damaged my confidence—not only in the after-sales support I received but also in my decision to purchase a BYD vehicle. It is disappointing that such treatment comes from one of the country's largest automotive distributors. It leaves me wondering what level of customer care one can expect if this is considered acceptable service.
I sincerely hope the company reviews both the technical issue and, more importantly, the way customers are treated during such incidents. While software problems can happen, professionalism, communication, transparency, and respect for customers should never be compromised.
