Buying a new car should be an exciting experience. Yet many buyers walk away frustrated, claiming that car sales advisors (SAs) have "twisted the story" or made promises they couldn't keep.
But is that really the case?
The reality is far more complicated than most people think.
The Biggest Misunderstanding: Car Stock Availability
One of the most common complaints from customers is delayed vehicle delivery.
A sales advisor might tell a customer that a car is expected to arrive within a month, only for the delivery date to suddenly be pushed back weeks later.
Naturally, customers become upset.
However, what many buyers don't realize is that sales advisors often don't have direct control over vehicle allocation. Even dealerships themselves may not know exactly when certain units will arrive. They are dependent on allocations released by the manufacturer's headquarters.
A perfect example was seen during the launch of the Proton S70. Some customers received their cars within weeks, while others who booked around the same time waited over a month longer.
The difference wasn't due to favoritism or dishonesty—it was simply a matter of allocation and stock availability.
Why Does the Final Price Sometimes Change?
Another common concern is when buyers discover they need to pay a slightly higher deposit than initially expected.
This often happens because insurance costs are estimated during the quotation stage.
Insurance premiums vary depending on factors such as:
- Driver age
- Driving history
- Coverage options selected
- Additional protection packages
The "On-The-Road" price usually includes an estimated insurance figure. Once the actual insurance quotation is generated, minor adjustments may occur.
In most cases, the difference is relatively small and not a sign of manipulation.
Full Loan Applications: Why Banks Sometimes Reduce the Amount
Many customers request a full loan financing package.
The sales advisor submits the application exactly as requested.
However, the final approval depends entirely on the bank.
Banks evaluate factors such as:
- Monthly income
- Existing commitments
- Credit history
- Debt-service ratio
Even if a full loan is requested, the bank may approve a lower amount based on its risk assessment.
When this happens, customers often blame the sales advisor, even though the decision comes directly from the financial institution.
When Should Customers Be Concerned?
While most situations are beyond an SA's control, there are rare cases where buyers should ask more questions.
For example, if a car priced at RM46,000 receives a loan approval of RM43,000, a customer would normally expect a shortfall of around RM3,000.
If suddenly a deposit of RM9,000 is requested, that discrepancy deserves clarification.
Customers should always ask for:
- Loan approval documents
- Insurance quotations
- Itemized breakdowns of costs
Transparency protects both buyers and sales advisors.
The Insurance Debate: Should You Buy Insurance Through the Dealer?
This topic has sparked heated debates online.
Many buyers rush to compare cheaper insurance plans from external providers, believing they can save money.
While external insurance may appear cheaper, it sometimes comes with reduced coverage.
Some policies may offer lower insured values, exclude certain accessories, or provide limited benefits.
Dealership-arranged insurance often includes additional protections such as:
- Windscreen coverage
- Natural disaster protection
- Key replacement benefits
- Extra accessory coverage
For first-year ownership, many industry experts recommend allowing the dealer to handle the insurance process to ensure proper coverage and smoother claims if needed.
After the first year, owners can compare renewal options and decide whether to continue with the same provider or switch.
The Reality of a Sales Advisor's Role
At the end of the day, a sales advisor acts as a bridge between multiple parties:
- Manufacturer
- Bank
- Insurance company
- Customer
Vehicle allocation, loan approval, and insurance underwriting are handled by different organizations.
While mistakes can happen, not every delay, loan reduction, or price adjustment is evidence of a dishonest sales advisor.
Understanding how the automotive industry works can help buyers make better decisions and avoid unnecessary misunderstandings.
Final Thoughts
The next time you purchase a vehicle, remember that communication and transparency are key. Ask questions, request documentation, and understand the factors involved before assuming someone is trying to mislead you.
A well-informed buyer is always in the strongest position.
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