[Resolved]  General Motors - Chevrolet Spark - Pashankar Auto, Pune — Delay in Service

To,
The Manager,
Customer Service ( ? )
General Motors


Subject Poor Service Standards

Reference Chevrolet Spark - Regn No : MH 12 DY 8236
Customer : Amit N. Hapse


Sir / Madam,

I became a customer of your company
when i bought the Spark about 2 years back ...

But since then i have been a victim of
mis-selling and false promises from your team.

When i bought the car, i wanted the green colour,
which was available, but not in the highest version.
So my car doesn't have all four power windows ( which i wanted ).
But the sales manager of the Pashankar Showroon ( Satara Road, Pune )
told me that i can get the rest two power windows, later on.

I believed him and opted for only two power windows,
with the intention that i will get the rest later on.
But now when i checked with the accessories division,
they said that such a thing is not possible !

The next issue is that of servicing ...

The first free-servicing were done timely and properly
by the dealers ( Pashankar Auto ), but i have since been
waiting for a call for the paid service ...
which is quite unusual, bcoz the dealers are going to charge
me for it, but still they dont care !


The most urgent issue that i face today ...
and which makes me waste time and write such a letter to you,
is that of false promise by your people ...

My car had an accident on 30-Sep-2009, and i took my car
to Pashankar Auto ( Sus, Katraj-Dehu Bypass, Mumbai Road )
on 01-Oct-2009. That day the person concerned ( Harjeet Singh )
told me that it takes time for the insurance people to inspect
and to prepare an estimate. So i waited for 3-4 days ...
After which i went there and found that the estimate had been done.
I asked when would i get the delivery of the vehicle, and,
since diwali festival was approaching, also requested an early delivery.

But this request was not granted ... and i dont blame for that.
I was told that they will try to give me the vehicle as early as
possible and maybe by 18-20 th ... I called them but got the reply that
it would take a few more days, and then he said that
on the Repair Order the date mentioned was 26-Oct-2009 ...
and that the car will be ready on that day.

So i waited a few more days, and today ( 26-Oct-2009 ) i called to enquire
about the status ... the person ( Harjeet ) said that the car wasn't ready and
called me back saying that "condenser" wasn't available and they would
receive it tomorrow and it would take 3-4 more days to make the car ready ...

Then i called the helpline[protected] where i registered my complaint.
By afternoon i received a sms about my service request no : 15260

Thereafter i received a call from Pashankar Auto Service but the person
was calling from the Dhankawdi Centre whereas my car is at the Sus Centre.
The person ( Vishal ) had no idea of the car and said that he will contact
the Sus Centre and also gave me the number of the concerned
person ( Ranjit Jadhav - Cell No : [protected] ) ... I called the number many times
but my call was not answered ...

I called up the Helpline again and was told that the required procedure
had been done and nothing more was possible ...


So now, what we may gather from all of this is :

General Motors has a 24-hour help line ... !
but all it can do for its customers is that
note down their complaint ... send them a sms ...
and make someone call them ...

This makes it clear that although the helpline is open 24-hours ...
there is no intention to help immediately but just follow some
kind of procedure to create a "we-are-doing-something" picture !

I had made plans according to the delivery date mentioned
or promised by the concerned people ... but since your people
seem to have a penchant for giving false promises,
now i will have to suffer a loss of at least Rs. 1,000 / day
by hiring some other vehicle to continue my work ...

I am the owner of a Financial Consultancy company and presently advise
more than 1000 clients for their financial, tax and investment needs.
I know what customer service should be ... even our company makes
some errors while fulfilling the expectations of our clients.
But we never promise anything which we can't fulfill.



I now, have no expectations of timely and proper service
from your company and its dealers ... and hence i don't hope
to get any reply from you ... because i don't think that
the management can be ignorant about such misgivings
of the dealers and their employees.

But i feel its my duty to point out what is happening ...
just in good faith ...



Amit N. Hapse