We take our cars to authorized service centres for a simple reason: we trust the brand to know what is best for our vehicle. We assume that if they recommend a service, it is because our car actually needs it to remain safe and reliable. Unfortunately, my recent experience at the Perodua Service Centre has forced me to reconsider how much of that trust is being leveraged for sales targets rather than genuine vehicle care.
The "Mandatory" Upsell
On May, 2026, I sent my car for its routine service. With a mileage of only 11,000 km, I expected a standard maintenance check—the kind that keeps my factory warranty intact and my engine running smoothly. What I received instead was a bill for RM594.65. While the invoice included necessary items like engine oil and standard labour, it also contained RM291.75 worth of "add-ons" that were presented to me as if they were essential requirements. These included:
Air Conditioning Service & Materials: Totaling RM178.80.
Cabin Purifier Treatment (Premium): Totaling RM82.95.
Injector Cleaner: Totaling RM28.00.
At the time, the service advisor framed these as "needed," which effectively created a false sense of urgency for a vehicle that is barely a year and a half old.
It’s Not the Staff, It’s the System
I want to be clear: I hold no personal grudge against the front-line staff who managed my service. I understand that they are just makan gaji (earning a living), often working under immense pressure from management to meet aggressive sales quotas.
The problem is the systemic culture within these service centres. When management incentivizes advisors to treat every customer as an opportunity to push high-margin, low-necessity treatments like ozone cleaning or aircon gas top-ups, it isn't "service"—it is a predatory sales tactic. It exploits the fact that many of us are not automotive experts and that we fear voiding our warranties if we say "no."
How to Protect Yourself
If you are a car owner, I hope my experience saves you from a similar situation. Here is what I’ve learned and what I intend to do for my next upcoming service:
Check the Official Schedule First: Use the Perodua UFirst app to see exactly what is required for your specific mileage. If it isn't in the manual, it isn't mandatory.
Ask the Hard Question: When presented with a quotation, explicitly ask: "Is this item required by the factory warranty booklet, or is it a dealership recommendation?"
Cross Out the Extras: You are the customer. If they add cabin purifiers, injector cleaners, or aircon flushes that you didn't ask for, strike them off the list before you sign the service order.
Don't Feel Guilty: You are not being "difficult" by refusing unnecessary services. You are being a smart consumer.
I have formally lodged a complaint with Perodua’s customer relations department because I believe that trust is the foundation of any brand-customer relationship however it is like throwing rock into the river, there is no respond yet. I hope that by sharing this, we can encourage a shift toward more transparent practices—where we pay for what our cars actually need, not for what a sales target dictates.
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