PATTAYA, Thailand – A customer complaint that erupted into a viral controversy has prompted BYD RÊVER Thailand to issue a formal apology and enforce immediate action, after video footage exposed misconduct at a service center in Chonburi.
The incident first came to light on April 30, when a vehicle owner shared dashcam footage revealing that technicians had allegedly disconnected both the front and interior cameras, mocked the customer, and engaged in unsafe driving during a test run.
According to the customer, the car had been brought in for routine servicing and to investigate a noise issue from the suspension. After driving more than 100 kilometers away, the owner discovered the cameras had been unplugged—leaving the vehicle without recording capability in case of an accident.
Reviewing recorded footage prior to the disconnection, the owner uncovered multiple troubling incidents. Technicians were seen removing camera cables while laughing and suggesting the customer would not notice. During a test drive, staff were observed not wearing seatbelts, using mobile phones while driving, and failing to properly assess the vehicle’s issue. The footage also captured the use of vulgar and potentially derogatory language inside the car.
The vehicle was reportedly taken out for four test drives, with the issue only identified during the fourth attempt—when the owner was present.
In a statement released the same day, BYD RÊVER Thailand apologized for the incident, stating that the behavior shown in the video “violates the company’s standards and code of conduct.”
Following a joint investigation with the authorized dealer, the company confirmed that all individuals involved were employees of the dealership—not direct staff of BYD RÊVER Thailand. The dealer has since terminated all employees connected to the incident with immediate effect.
Despite the misconduct occurring at the dealer level, the company emphasized that such behavior is unacceptable and confirmed it is closely monitoring the situation. It is also considering further measures against the dealer in line with company policies.
BYD RÊVER Thailand added that it will review and strengthen oversight of its dealer network, including service standards and professional ethics, to prevent similar incidents in the future. The company stated it welcomes public feedback and again apologized for the impact on customers and the wider public.
The customer, who had previously expressed appreciation for the service team by providing drinks during the visit, said they felt deeply disappointed after discovering the footage. Attempts to share the incident in an online group were reportedly blocked, with posts deleted and comments disabled, prompting the customer to go public.
