Puspakom tightens online appointment refund policy

KUALA LUMPUR – PUSPAKOM Sdn Bhd (PUSPAKOM) is implementing a stricter appointment refund policy to clamp down on bogus bookings and over-bookings on its MyPUSPAKOM online reservation and payment system platform.

According to the Puspakom Communications and Customer Service Department in a statement today, the revised policy was important as PUSPAKOM’s investigations showed that the majority of refund requests were from account users who had bogus or multiple bookings, with some of them having frequent cancellation records.

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“The tightened MyPUSPAKOM refund policy is aimed at eliminating misuse and abuse of the booking system by unscrupulous account users.

“With effect from October 10, 2020, PUSPAKOM will not consider any refund requests from customers who do not turn up for inspection on the appointed date, with insufficient documents, bringing a vehicle which is different from that stated in the booking confirmation slip and failing to fulfill any other terms and conditions,” said the statement.

The investigations revealed that there were account users who made as many as 100 to 500 appointments online in a month but failed to show up and as a result inspection slots in MyPUSPAKOM were always fully taken up.

According to the statement, the group was believed to be runners, who then made profits by offering the “fully-booked appointment slots” to genuine customers who had to wait for more than five days for inspection slots especially for inspection centres in the Klang Valley.

User accounts which had high frequency of booking rescheduling, cancellations and refund requests would be tracked down and blocked by the system.

PUSPAKOM is confident that once these measures were implemented there would be more inspection slots available for bookings for both private and commercial vehicles using the MyPUSPAKOM platform, giving an assurance that inspection slot availability would not be more than three working days compared to seven days or more previously.

“PUSPAKOM also urges customers especially new and used car dealers not to subscribe to the unethical service of runners and to stop buying appointment slots from them.

“Customers can call 03-20528989 or send email to whistleblower@puspakom.com.my immediately if they are approached by runners offering to secure inspection slots, usually at exorbitant prices,” he said.

— BERNAMA