[Resolved]  Tata Motors — Delay in delivery of car by TATA MOTORS

----- Original Message -----
From: Sanjay Gupta
To: [protected]@tatamotors.com
Cc: [protected]@tatamotors.com ; [protected]@tatamotors.com ; [protected]@tatamotors.com ; rajiv.[protected]@tatamotors.com ; [protected]@tatamotors.com ; prakash.[protected]@tatamotors.com ; [protected]@tatamotors.com ; [protected]@tatamotors.com ; [protected]@tata.com ; girish.[protected]@tatamotors.com
Sent: Monday, March 22, 2010 4:19 PM
Subject: Re: Dissatisfaction and breach of trust due to inordinate delays in delivering cars by TATA MOTORS


Dear Mr.S.Sree Raman



After 20 days of my feedback to the response mail of Mr.Jalaj Gupta,you have unanimously taken a decision not to investigate the matter further.This approach itself shows the commercial intentions of your organization and your below slogan as RESPONSE IN MINUTES RESOLVE IN HOURS looks only superficial and theoretical which is only an attempt to attract the customer.



Any decision(which is not in agreement by both parties) by one party can not be called for as decision but a imposition o[censored]ndesired rules and ethics.



Any how,since I am the only victim of your system which has not only delayed the delivery of the product due to which undersigned had to incur heavy expenditures but needs to be taken up at macro level.



Rgds



Sanjay

----- Original Message -----
From: [protected]@tatamotors.com
To: [protected]@sarlafabric.com
Cc: [protected]@tatamotors.com ; [protected]@tatamotors.com ; [protected]@tatamotors.com ; rajiv.[protected]@tatamotors.com ; [protected]@tatamotors.com ; prakash.[protected]@tatamotors.com ; [protected]@tatamotors.com ; [protected]@tatamotors.com ; [protected]@tata.com ; girish.[protected]@tatamotors.com
Sent: Monday, March 22, 2010 3:54 PM
Subject: RE: Dissatisfaction and breach of trust due to inordinate delays in delivering cars by TATA MOTORS


Dear Mr. Sanjay Gupta,



We would like to once again draw your kind attention to the email response sent to you by Mr. Jalaj Gupta Regional Manager- North on 5th March’10 explaining in detail & clarifying the matter to you.



We wish to inform you that since the issue has been clarified in detail, hence there is no further need for any investigation / consideration.



Regards



S Sree Raman

DGM( Customer Service – Tata Cars)








[protected][protected][protected][protected]

From: Sanjay Gupta [mailto:[protected]@sarlafabric.com]
Sent: Monday, March 22, 2010 2:01 PM
To: CUSTOMERCARE ( TML )
Cc: [protected]@tatamotors.com; [protected]@tatamotors.com; [protected]@tatamotors.com; rajiv.[protected]@tatamotors.com; Ravi Kant ( PDA ); prakash.[protected]@tatamotors.com; MUKHERJEE A S [ Assistant General Manager (Corp Comm) , Mumbai Corporate , Mumbai ] ; [protected]@tatamotors.com; [protected]@tata.com; DESHPANDE GIRISH C [ Asst General Manager (Customer Support) , Mumbai PCBU , Mumbai ]
Subject: Fw: Dissatisfaction and breach of trust due to inordinate delays in delivering cars by TATA MOTORS



Dear Mr.S.Sree Raman



Silence of all itself is the specimen of poor service standards of the organization as a whole which only indicates about insecure feeling in the hearts of the aggrieved customers.



Non responsive ness not only convert the gravity of the issue into a sensitive Zone but also not a solution of any problem.



Even after personal discussions on phone,the subject matter looks unattended which is forcing undersigned to refer at next level i.e appropriate authorities.



Let the case be decided at its own merits.



Rgds



Sanjay





----- Original Message -----

From: Sanjay Gupta

To: [protected]@tatamotors.com

Cc: jalaj.[protected]@tatamotors.com ; sunny.[protected]@tatamotors.com ; [protected]@urmilmotors.com ; girish.[protected]@tatamotors.com ; [protected]@tata.com ; [protected]@tatamotors.com ; [protected]@tatamotors.com ; prakash.[protected]@tatamotors.com ; carl.[protected]@tatamotors.com

Sent: Friday, March 12, 2010 10:58 AM

Subject: Re: Dissatisfaction and breach of trust due to inordinate delays in delivering cars by TATA MOTORS



No response as yet...................?



----- Original Message -----

From: Sanjay Gupta

To: [protected]@tatamotors.com

Sent: Tuesday, March 09, 2010 11:10 AM

Subject: Fw: Dissatisfaction and breach of trust due to inordinate delays in delivering cars by TATA MOTORS



Dear Mr.S.Sree Raman



None of the recipient has responded as yet.



Request to pl arrange immediate resolution of the subject matter without any further delay now.



Rgds



Sanjay



----- Original Message -----

From: Sanjay Gupta

To: jalaj.[protected]@tatamotors.com

Cc: prakash.[protected]@tatamotors.com ; [protected]@urmilmotors.com ; carl.[protected]@tatamotors.com ; [protected]@tatamotors.com ; girish.[protected]@tatamotors.com ; sunny.[protected]@tatamotors.com ; [protected]@tata.com ; [protected]@tatamotors.com ; [protected]@tatamotors.com

Sent: Friday, March 05, 2010 6:54 PM

Subject: Re: Dissatisfaction and breach of trust due to inordinate delays in delivering cars by TATA MOTORS



Dear Mr.Gupta



This has reference to your below reply which is full o[censored]lterior motives and totally misleading to keep higher ups in dark.This is evident from the fact that instead of clarifying the actual reason of delay,you have attempted to defend TATA MOTORS at the cost of the dealer.No where from your below mail it looks that TATA MOTORS has done some extra efforts in order to console the feelings of their esteemed customers rather it is proved that spirits as a whole are angst business ethics.This approach further indicates towards the poor service standards of TATA MOTORS since I am not the customer of your dealer but only and only the customer of TATA MOTORS.



The customer satisfaction is the only substance in today's market conditions and that too at a high altitude of service standards.Despite of all delays at your end as you your self acknowledged as per point No-5 of your below mail, you still claim the fair practices of TATA MOTORS which does not discharge you from the fundamental liabilities of the organization.



Every day there is an statement in news papers about TATAT MOTORS entering into a global arena and to make this company at international standards but regret to inform that we are not even able to address the grievance of domestic customers in true spirits and at the right plate form.I would have appreciated if you would have suggested some corrective remedy angst the concerned management in order to stop such recurrences in future to attain faith and confidence of your customer back.



The facts of the case as mentioned below are not only manipulated and a repeated version of my original complaint but a dignity and modesty of the customer has also been challenged by alleging such statements as "we feel is an after thought and a means to extract money from the company and cannot be accepted." FACT REMAINS THAT THE CAR WAS DISPATCHED FROM TATA'S PLANT ON 08/02 AND IT TOOK 17 DAYS TO DELIVER TO THE CUSTOMER.The above statement is highly objectionable and not going to serve any purpose unless the matter stands resolved.



Dear ALL in reading.....................THE MOST UNFORTUNATE PART IS THAT THE MATTER HAS BEEN REFERRED TO ADJUDGE THE FACTS OF THE CASE TO THE SAME AUTHORITY WHO ARE ALREADY INVOLVED IN THIS DELAY AND MOST EFFECTED PARTY.KEEPING IN VIEW OF YOUR APPROACH I NOW STRONGLY REQUEST TO INVESTIGATE THE CASE INDEPENDENTLY AT MACRO LEVEL AND ROUTE CAUSE OF THE PROBLEM ALONGWITH SOLUTION IS INFORMED TO THE UNDERSIGNED.



However my comments on your each point are inserted as marked in red clr-



Rgds



Sanjay



CC TO S.Sree Raman......... As discussed,pl go through the entire correspondence alongwith a request to refer the matter to an independent authority and let the case be decided at its own merits.



----- Original Message -----

From: jalaj.[protected]@tatamotors.com

To: [protected]@sarlafabric.com

Cc: [protected]@tatamotors.com ; [protected]@tatamotors.com ; [protected]@tata.com ; sunny.[protected]@tatamotors.com ; girish.[protected]@tatamotors.com

Sent: Friday, March 05, 2010 2:46 PM

Subject: RE: Dissatisfaction and breach of trust due to inordinate delays in delivering cars by TATA MOTORS



Dear Mr. Gupta,



This is with reference to your email dated 27th Feb regarding the dissatisfaction and alleged delay in delivery of Car. My apologies in responding late to your e mail, as I was traveling. As regards your case, we wish to state the following:



On your concern that the vehicle was not available at the dealership for Test Drive, a senior person from the dealership visited you along with the car and later you booked the car with the dealership on 22nd of Jan by paying Rs 10,000.The car was booked on certain terms and conditions vide email o[censored]ndersigned dt.21/01.COPY ENCLOSED.


Being the latest launch the car was not available of the shelf at the dealership and dealership sought some time for the delivery of the car.The car was booked on promised schedule of 10-12 days by their sales executive from the date of booking which falls due on by the end of January-10.


The dealership kept you informed on the status and you were informed the chassis no of your car on 9th Feb on which you showed your satisfaction and you requested them to keep you posted on status of transit. I have not shown any satisfaction which is evident from the enclosed mail rather undersigned being the effected party asked them to inform the status being by that time car was delayed by 10 days .


The dealership later kept you informed on the transit details on 14th Feb, 16th Feb and 18th Feb on phone which has been acknowledged by you wide your e-mails sent to the dealer. I FEEL YOU HAVE NOT READ THE MAIL CAREFULLY WHICH CATEGORICALLY MENTIONS ABOUT MY FINANCIAL LOSSES BECAUSE OF DELAY.COPY ENCLOSED.SUCH A LONG CORRESPONDENCE ITSELF PROVES THE CONCERN OF THE CUSTOMER'S HARASSMENT LEVEL for which he is not supposed to face and correspond unnecessary.


On 19th Feb it was informed to you that there has been an unfortunate incident wherein the Road Permits of the trailer that was transporting your vehicles were lost by the transporter near Gurgaon. As the trailer could not further move without the documents, the vehicle got held up. Transporter had filed an F.I.R in this regard. However, the dealership assured you that they were making efforts to get the car delivered within next one week time.


Dealership sought some more time wide email dated 22nd Feb on this assured you that they were working on getting the same resolved.On 22/02,undersigned spoke to you on telephone and showed the complete dissatisfaction about the mechanism of delivery alongwith a assurance to share the whole experience after taking the delivery which too was welcomed at your end.


The car was finally delivered to you on 25th Feb and you had taken the delivery of the car to your satisfaction and without any protest. The dealership also provided you the accessories (Seat Covers, Central locking, Foot mats, Mud flaps, Perfume and Divinity) free of cost as a goodwill gesture which was duly accepted by you without any demur. In this regard you had also sent an appreciation letter on 26th Feb to the dealership a copy of which is attached herewith complementing the steps taken by them to ensure to provide the best services to you.
-At the time of delivery itself,undersigned asked Mr.V.K.Singh o[censored]rmil motors to adjust the delayed cost in the final payment but he showed his complete inability on the pretext of no fault at their end and asked to claim from TATA MOTORS only. Further at the time of delivery when Mr.Sunny Bhat called me on the mobile of Mr.Sant choudhary o[censored]rmil motors, I showed him my complete dissatisfaction during the call itself.
- The dealer has not provided any thing to me out of good will gesture but under a agreement and the deal which was finalized with them at the time of booking vide email dt.21/01,copy
enclosed.
- The appreciation letter was given to the dealer about their courteous treatment at the time of delivery and not the TATA MOTORS and can not be encashed by TATA MOTORS at the cost of the dealer.IF YOUR SERVICE LEVELS WOULD HAVE BEEN UP TO THE MARK YOU WOULD HAVE ALSO GOT THE APPRECIATED FEED BACK FROM THE CUSTOMER.Does the appreciation to the dealer entitles you to wash off your hands from the basic liabilities.


However after taking delivery on 25th Feb we are surprised to receive the below mail from your side on 27th Feb seeking compensation which we feel is an after thought and a means to extract money from the company and cannot be accepted. The compensation is not a after thought but a actual loss incurred by the under signed due to unethical approach of TATA MOTORS and already amply clarified many times.


Regards

Jalaj Gupta




[protected][protected][protected][protected]

From: Sanjay Gupta [mailto:[protected]@sarlafabric.com]
Sent: Saturday, February 27, 2010 3:57 PM
To: GUPTA J H [ Regional Manager (PCBU) - North , Mumbai PCBU , New Delhi-RO ]
Cc: MUKHERJEE A S [ Assistant General Manager (Corp Comm) , Mumbai Corporate , Mumbai ] ; [protected]@tatamotors.com; [protected]@tata.com; BHAT SUNNY [ Territory Manager , Mumbai PCBU , New Delhi-RO ] ; [protected]@urmilmotors.com
Subject: Dissatisfaction and breach of trust due to inordinate delays in delivering cars by TATA MOTORS



Dear Sir,



This has reference to our discussions on 22/02 w.r.t delay in delivery of Indigo-Manza car by the undersigned.



With deep regrets,I wish to bring in your kind notice about the inordinate delays towards delivery of MANZA car which is not only a breach of trust but a financial loss to the customer with no fault at his end.The whole issue left many question marks on the whole system itself being customer feels himself as victim.This approach further indicates about the slippage by your selecting panel who is appointing such a weak infrastructured management who can not even satisfy the requirement of present market conditions and high ambitions of the customer but serving his own commercial motives at the cost of TATA MOTORS.



THIS DELAY has not landed me in trouble mentally but financially too.



However I have a personal feeling that looking at the approach of your organization and that too after so many interventions at corporate level,it looks the entire system is being driven with the connivance of your organization.Needless to mention the level of harassment already faced by me.In today's scenario,I personally feel the customer satisfaction should be the utmost priority irrespective of the cost particularly when the customer has wide choices of products available in the market.I firmly believe that seeing this type of approach,generally people are forced to switch over to some other better brand which is not a healthy sign for any organization.If you put your foots into my shoes, you can simply imagine the physiology of a person who even after spending Rs.6 lacs on your product comes back home with a bitter feeling and a heavy heart.



During the last 15 days,There were certain personal events in the family but my kids were deprived to have the pleasure of new car which ultimately develops a bitter feeling in their little heart about your company/product due to commercial motives of the appropriate management.



I am listing below the eventwise facts of the case which itself are the eye opener for all and not at all acceptable in today's scenario.



1 Undersigned alongwith family visited Urmil Motors,Ghaziabad showroom on 10/01and expressed our desire to get the test drive of Manaza Car.The dealer shown his inability to get the test drive on that day on the pretext of one and the other.



2 The undersigned took the matter at next level in Urmil Motors vide email dt.15/01,18/01 alongwith a copy to TATA MOTORS.Mr.Sunny Bhat(TSM) Gurgaon intervened in the matter and assured to stop such recurrences in future.



3 However ,A senior person Mr.V.K.Singh from Urmil Motors,GZB visited my place and apologized with their mistake being a new dealer in this field alongwith a assurance to improve in this regard and not to repeat such incidents in future.



4 Seeing this approach and erasing past regrets,I decided to finalize MANZA car with them.I booked the car with Urmil Motors on 21/01 on certain terms and conditions confirming vide email dt.21/01.The initial delivery promised by their sales executive as 10-12 days from the booking date which looks normal part of process and ideal.



5 Since end of January,I was in constant touch with them about the delivery of the car.This is quite evident from the fact that when on 02/02,I spoke to Mr.Sunny Bhatt (TMIL) who also endorsed the version of the dealer but with a assurance to get me the delivery within another 8-10 days due to some production issues at PUNE plant.



6 On 09/02,Urmil Motors emailed the undersigned engine/chassis no confirming therein that the car has been billed and dispatched from TATA MOTORS.Copy enclosed.



7 Till 19/02,I was kept in abeyance about the delivery of the car on the pretext of one and the other which is evident from the enclosed emails.



8 On 20/02,I was informed by the Urmil Motors that now trailer has reached at Gurgaon but form No-38 has been misplaced by the driver,hence the delivery is not possible till the issue is resolved with relevant authorities.



9 After so many follow ups and efforts,Finally the car got delivered to me on 25/02 with a satisfied approach of the dealer at the time of delivery.



Keeping in view of above facts,I wish to put on record following-



All above facts/incidents indicates about the non transparent approach between the dealer,customer and the TATA MOTORS.If the controlling authority himself feels helpless to help the customer than the fait of the customer is always question marked..........................?
Latterly it has been discovered that the entire delay was beyond the control of the dealer but with whole hearted support from TATA MOTORS.
Trust the logistics selecting panel at TATA MOTORS is fully aware about the current market conditions and the high ambitions of the customers in the present competitive market particularly in a premium segment.
In absence of availability of the vehicle undersigned had been continuously facing the heavy expenditure on taxies etc in day to day routine which are to be attributed to the concerned management.
During one of my discussions with Mr.Singh o[censored]rmil Motors,I had shown him my interest in order to enroll TATA products at our corporate level but now I have to think twice..........?
Since,I have already wasted my valuable time and hard earned money on such efforts,communication and follow ups ,hence forced to claim following costs in this regard which are to be attributed to the appropriate management-


1 Cost of Taxi incurred by the undersigned during last 15 days @1000/- per day totaling to Rs.15000/-

2 Cost of communication,correspondence,teleconversations etc @ 5000/-

3 Cost of mental agony faced by the undersigned with no fault at his end.

Trust the above facts will not only help you to take some corrective/preventive actions angst your entire network across the country alongwith a improvement in order to capture good reputation in the market by spreading your product and services which are the ultimate facts of the life.

As an customer,I feel if your product and services are at desired levels of the market conditions,the customer has to come back to your company only.

Any how,expect a exhaustive response on the subject matter alongwith reimbursement of above claims failing which undersigned would be constrained to refer the matter at next macro level.

Rgds

Sanjay Gupta

GM(SFPL)

[protected]