With regards to your report New Waja gulps fuel, Eon and Proton say all okay, I would advise the complainants in this affair to do the following.

If EON still fails to satisfactorily settle the problem, contact EON's ISO 9001 certificators and ask for full an detailed investigation on this problem (which is non-conformity) from the certification body (CB).

If CB fails to completely satisfy, haul the CB up (while collecting even more objective evidence of the non-conformities) and request for ISO 9001 delistment.

At the very last, they should contractually compel EON to demonstrate their product delivery system (their entire organisation's operations) while also compelling full performance of the ISO 9001:2000 contract for Corrective and Preventive Actions in strict compliance with Clauses 8.5.2 and 8.5.3 (which includes the preparation of a full and detailed investigation report).

The above measure are in line with EON's self pledge to honour the ISO 9001:2000 purchasing contract of standard form to all customers,

When EON is ISO 9001 certified, it is Quality Assured (= guaranteed) twice, first by its own QA Department; then reassured by the CB.

Here are some more interesting points. The term 'product' in ISO refers to anything, ie, not only the car but the service, the merchant's replies, decisions, etc.

ISO 9k is a contract that guarantees the customer will receive what he is contractually entitled to in a defect-free manner and to his satisfaction on first delivery. A breach of the ISO 9k contract that causes a loss or injury can be recovered through litigation.

In ISO 9k, quality control also covers the servicing personnel responses to the complainants' problems. The complainant must log down all his activities if he intends to sue.

A fair source of helpful info is here .