Dear Sir,
From the description of events, we understand that you have actually visited our branch at Block 3015 Ubi Road 1 #01-200/210 S(408704) and our management would like to apologize to you for the inconvenience caused and a "not so positive experience" at FK.

From your description, I think you are referring to my father David who has previously informed you to come back another day for your car's computerized wheel alignment upon installation of our aftermarket suspension system and we wish to explain to you that it has been common practice for our customers to run in their aftermarket suspension systems and return to us after a few days for further height and damping adjustment before doing the computerized wheel alignment. This is because if we do the alignment for you straightaway and you decide to adjust your suspension system again a few days later, we would have to charge you for the computerized wheel alignment again as your car's alignment would be affected with adjustment to the height of the suspension system. We have been honest merchants over the past decades, thus we do not wish to profit from our customers through such "dishonest" practices.

As for our alignment machine, we purchased it around 3 years ago as a new model then known as Hofmann Geoliner 680 and we invested close to SGD$50,000.00 for this alignment machine for the benefits of our customers and we regret that the there was indeed some technical glitch with our alignment machine that day but we have since rectified the problem and we seek your kind understanding that due to the thousands of cars which we have aligned, we can never avoid some occasional technical glitch no matter how well we maintain our alignment machine. We sincerely apologize to you on this service breakdown and we will try our best to avoid a repeat and for your information, if you find the alignment of your car unsatisfactory, you can always return to us and we will check the alignment for you again and there may be other reasons for your car's misalignment such as uneven wear of tyres or undercarriage issues etc.

As for the last issue, we wish to inform you that when our customers visit our workshop, we will advise them on the downtime required for the services to be provided on their cars so that they can arrange their timings to collect their cars especially for those jobs that require several hours or even days. If we are unable to complete the job on the day itself, we will also inform our customers so that they can choose to either collect their cars another day or reschedule the job to another day when they are free. As per my discussion with my staffs at the Ubi Road 1 branch, they were unable to recall the actual events on the day of your complaint but it was highly probable that there were many cars requiring our services on that day and after you left your car there, they had tried to contact you that they were unable to install the sports seats for your car on the day itself but to no avail until you turned up again at the workshop later in the afternoon to collect your car before they were able to convey the message to you but nonetheless, we sincerely apologize to you for the inconvenience caused and the frustration you experienced at that particular point in time if the above-mentioned events indeed occurred.

Last but not least, we hope that you can consider visiting our new branch at Block 53 Ubi Avenue 1 #01-01 Paya Ubi Industrial Park Singapore 408934 and give us another opportunity to serve you better rather than just writing us off completely. We also understand that it is impossible for us to satisfy all our customers but we will always do our utmost best to satisfy most of our customers with our high quality products, workmanship and customer service just as what other customers have been praising us for over the years. Thank you for your constructive feedback though and we will take this as an opportunity to learn and strive for further excellence and we look forward to your future patronage of FK should you decide to give us another opportunity to serve you better.

Yours sincerely,
Raymond Tan
Fong Kim Exhaust System Pte Ltd
Hp: 9845 7540
www.fongkim.com.sg