Kavi Senu@KaviSenu
Review of BYD Sri Lanka – Service Experience After Accident
I am writing to share a very disappointing experience we had with BYD Sri Lanka following an accident involving our BYD Sealion 6, which was purchased through John Keells.
Unfortunately, we faced an accident on the 6th of April which caused significant damage to the front area of the vehicle. All the sensors were affected and continuously beeping, making the vehicle undrivable. As instructed, we contacted the BYD towing service to transport the vehicle to a service center.
However, the towing service took nearly two hours to arrive. Initially, we were informed that the vehicle would be taken to the Colombo service center, but it was later redirected to the Wattala branch. During this already stressful situation, we were shocked to learn from the towing driver that even the towing truck broke down while transporting our vehicle. This caused further delays, and by the time the vehicle was moved again, it was around 11:00 PM.
To make matters worse, the Wattala service center initially refused to accept the vehicle. Only after persuasion from the driver was the car finally parked there. Throughout this entire process, we received no official confirmation from BYD, despite being told that we would receive a notification once the vehicle was handed over to a service center.
The next day, we contacted the hotline and were assigned a service advisor from Wattala, Mr. Tharindra. After reaching out to him, we were told he would inspect the vehicle and get back to us. Unfortunately, there was no follow-up, and when we contacted him again, we were shocked to hear that our vehicle was not at the Wattala location. After multiple calls and confusion, we were later told that the vehicle was indeed there—but they could not proceed with any repairs due to a lack of parking space.
We were then asked to take the vehicle back home and park it ourselves. This was extremely unreasonable, considering the vehicle was not in a drivable condition due to severe front-end damage and malfunctioning sensors. When we questioned the responsibility and safety concerns, Mr. Tharindra did not provide a clear or reassuring response.
After repeatedly contacting both Wattala and Colombo branches, and going through significant frustration, the Wattala team finally agreed to keep the vehicle—but only after we personally visited the service center to complete certain procedures. Even then, the service advisor did not provide clear timelines or proper guidance regarding the repair process or insurance documentation. We had to continuously follow up and push just to get basic updates.
To make matters worse, we still have not received our vehicle. We are forced to travel to Wattala almost daily just to check on its status. The car, which is in pearl white, has had its paintwork redone multiple times, and even after five attempts, the color matching is still not done properly. This has raised serious concerns about the quality of workmanship and attention to detail.
Overall, this experience has been extremely stressful and disappointing. The customer handling by John Keells for BYD is extremely poor, and we feel completely let down. For anyone considering purchasing a BYD vehicle through John Keells, we strongly advise you to be cautious. Based on our experience, we cannot recommend their services.
We sincerely hope BYD Sri Lanka and John Keells take this feedback seriously and improve their after-sales service and emergency response systems for future customers.
Copied
