[Resolved] Chevrolet Spark - Trident Chevrolet - Bangalore — Poor service and pathetic customer relations

manishbora

from Mumbai, Maharashtra

Address:

Bangalore, Karnataka

I had given my sisters vehicle Chevrolet Spark for service at Trident Chevrolet at old Airport road on the 27th of July 2013. Earlier also the vehicle was serviced by Trident Chevrolet - Kalyan Nagar branch.

I had requested for an early pick up so that the vehicle could be returned the same day. The respondent Ms. Sapna ([protected]) was courteous enough to communicate that she can have the veh picked up only at 11 AM.

Subsequently i had called them back on the landline and spoke to a person by name Sanjay who confirmed that he will try having the vehicle picked up at earlier than 10.30 to 11 AM and assured if only service is to be carried out they will be able to deliver the vehicle the same day.

Next day no one turned up until 11.15 AM and i had to call them. It was then i was informed that the driver is still in their office only. The driver called me and said he will then board the bus and took all the landmark. He subsequently reached the resi only at 12.30 PM and took the vehicle.

I was told that the vehicle has reached the service centre only at 3 PM, when questioned they blamed the traffic. Its understood reaching 15 kms will not take 2.5 hrs.

Now the service engineer was Dayanand who called and said the vehicle can not be delivered the same day and assured delivery by next day 11 or 12 noon positively, as i had to get the seat covers and the tyres replaced. Next day being Sunday i had asked them to deliver on priority.

The next day another service engineer by name Eshwar calls up and says the veh can be delivered only by 3 PM and the estimate mentioned was Rs. 26 K. It was then i asked him the reason for delay he had no answer.

The respondent Eshwar was pretty rude and he instructed someone next to him in Kannada language to wash the vehicle and have it delivered without doing much to the vehicle.

This was the time i was shocked that how can a person speak this language as if he was doing some favor on the customer. When i said i will approach higher ups he said you can speak to anyone and he is least bothered. Though i had mentioned about speaking to Commander Kumar and MD of Trident Sameer as both these gentleman being reputed persons in the industry.

Finally the vehicle was delivered at 5.30 PM and when checked the wash / cleaning quality was very poor. The driver who got the vehicle was shown that the dust particles and other marks inside the cars were intact.

When we wanted to speak to certain higher ups the driver did not respond properly and subsequently made us speak to someone who passed on a discuout of Rs. 500.

In the same time Sanjay called up and said why are you holding the driver and the payment. Until then he was no where.

Similar issue happened almost 2 yrs back when the vehicle was picked up for service for Trident Kalyannagar branch wherein on delivery it was found that the centre locking was not functional. They made us come to their workshop and subsequently took some 3 hours to get it rectified.

I also had tried reaching out to Commander Kumar of Trident on the Sunday morning but he also never answered the calls.

Trident is a big group in Karnataka having dealership of Hyundai, Chevrolet, Renault etc but are poor on customer delivery.

Regards,
Manish B
[protected]

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Aug 14, 2020

Complaint marked as Resolved

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Comments

vasi

from Pune, Maharashtra

Chevrolet Spark — PATHETIC SERVICE

Hi Good Evening ,

Myself Ravindra customer of Cheverolet Spark , residing in Hyderabad, I have booked for service pickup on Monday i.e. 28.06.10 and as per concern Mr.Satyanaryana ( [protected] ) it would be picked up in between 8.30 am to 9 am as I need to catch up my office hence requested to pickup as said timings , since from monday morning i was chasing ur guy's for the pickup including the person who has commited for pickup , Even after Intimating 48hrs in advance , I think in service giving an intimation 48hrs in advance is a good time for picikng up from my house by M/S Kun Service ,Hyderabad ( Dealer for General Motors) , But unfortunate even after calling the concern who has fixed my service appointment he intimates , He has not been to workshop yet and need to check and revert back , i get a call around 9.45 / 10 am stating asking my residence address and after my followups car was pickedup around 11.30 am this is what the service levels maintained by your service associates , No corrutsy to call for delay and concerns says our workshop ,drivers ,staff comes only after 9 am but even i consider the same it should be picked up by 10 am from residence as priority intimated by customer, Your service workshop is less than 12km from my residence , THIS IS THE FIRST PATHETIC SERVICE ADHERANCE AND COMMITMENTS KEPT UPON , while pickingup the car driver in advance intimates it may be deliverd today or tomorrow afternoon........... Do you have any service levels to maintain or not , To have a general service does it requires 24hrs?????? Do you have so less manpower to service customers and you publicity 1 lac cars sold out........... After sales is more important to have a run rate business.

Before giving to service we have intimated very clearly to check MILAGE , A/C , OIL & WATER , WHEEL ALIGNMENT etc and as per norms.

The service concern calls me and tells me the estimate for Service would be around Rs.2000/- and i was ok with it and the person tells me the estimate to be around Rs.2549 for changing the oils and handling A/C( Most funny part is after intimating in advance you guys for get to check the A/C , Hence estimation is again revised from 2K TO 2.6K ) THIS IS THE SECOND PATHETIC CUSTOMER SERVICE ADHERENCE.............

Before completing the work i have asked to give a call so that during handover i wanted to be personally at residence for which again i need to chase and check when it's getting delivered but unfortunate again i need to chase and i get response stating we shall revert back saying service is done but driver not available , Do your service associates runs business by 1 / 2 drivers for entire HYDERABAD CITY , I have intimated stating i would be at residence by 7.30 p. so that my car can be sent , I get a call around 6.45 pm by Mr.Satyanarayana stating our driver is yet to come and expected in next 1/2 hrs time and he will call and start to ur residence and i was awaiting call from ur concerns / workshop and finally i get a call from driver around 8.30 pm stating , i reached workshop now only , I request i shall deliver your car by tomorrow i.e .11.30 am , As your aware car is not ment to give service for days together , Because of your unplanned schedule no backup Driver's , Driver who has picked up was trying to convience stating delivery would be done tomorrow but i have insisted to deliver today only i.e. 28.06.10, I have spoke with Mr.Satyanaryana the gentelman who was involved and commited from service pickup , I don't know finally want went among them and driver says sorrow voice , Even its delayed i will come and drop ur car at residence and finally gentelman comes for delivery around 9.30 p.m and gives bill and i was insisting to show the works done and explain me minimum check points which required by us........ He shown and finally i wanted to start and c the condition of car serviced and i open the door my cabin light was not glowing and which was very much glowing while giving for service , I asked gentelmen what is this and he was shocked and says everything was tested before moving out and then i asked show the Q.C. check points which went through , He says i will try to rectify the same and he opened the cover of the light and saw the bulb and among themself conversion seems to be ok and along with him other gentelman was there and said it might have problem in btry let us check and they started checking connectivity , finall they concluded that it might be fuse / bulb but still confusion what is the problem??????? I called up again MR.SATYANARYANA as single point of source even knowing never commitments kept but no choice , he said this would be a minor problem i will get it resolved tommorow by 10.30 am either at my office or residence and i informed pls do make it my residence only .......... As both gentelmens ie Mr.Satyanarayana & Driver wanted to collect the payment and commited it would be done , but i was insisitng him it would be done or not , Ensured by both that 100% it would be done , As customer no choice believed and paid them the service charges which suppose to be paid........THIS IS THE THIRD PATHETIC CUSTOMER SERVICE ADHERENCE.............SERVICE LEVELS ARE SO POOR THAT , SERVICE WORKSHOP DON'T HAVE BASIC CHECKPOINTS TO CHECK BEFORE DELIVERING TO CUSTOMER THAT TOO AT RESIDENCE.

As day starts followups begins with MR.SATYANARAYANA seeking when my problem will be addressed , I have called up around 11 am and wanted to know the status , Immediately again as standard answer i will check and revert and i get a call ater 1hrs time stating this cannot be fixed by our drivers and need to be addressed by mobile service team , hence i will check and revert back where they are and finally i get a call stating those persons cannot resolve this as entire wiring need to check " I WANTED TO KNOW WHAT THE HELL SERVICE WAS RENDERED BY YOUR SERVICE TEAM WHILE HANDLING THIS SERVICE AND DELIVERING CAR " , As said reason by Mr.Satyanarayan insisted he shall pickup the car again from my residence to workshop for which i have asked who shall bare the expenses in fuel as needs to bring from my residence to workshop and workshop to residence as fuel charges are blowing out and more over no cause of customer ,why should i bare this expenses which is going to occur ........ moreover the time which is been wasted in pursuing ,following etc for which he suggested , pls speak with our Service Manager ( MR.SMAPATH REDDY , [protected] ) , Hence suggested called up manager , He listens fully and teld me that he would speak to the concerns and get back to me by 3 pm today as i spoke with him around 2 pm and till now there is no call from his end and Great gentelman Mr.SAMPATH REDDY is not picking up my calls either from my mobile or landline , I have tried not less than 6 to 7 times sinces 4 pm till now.................. No use, HE IS LEAST BOTHERED TO PICKUP THE CALLS / ADDRESS THE MISTAKES MADE BY TEAM OR ANY ONE , BEING IN AN RESPONSIABLE PERSON AND SUPPOSE TO LEAD AND GUIDE THE LOWER STAFF , HE HIMSELF BEHAVES LIKE THIS WHAT'S THE HELL WE EXPECT FROM OTHER , Hence i was forced to to take up this higher ups , If i don't get response in next 12 hrs i would be forced to take up legal measures.

Regards
Ravindra
ITIL V3 CERTIFIED
ISO TRAINED INTERNAL AUDITOR
CONTACT NO : [protected]
CAR NO : AP 29 AE 9424