[Resolved]  Maruti Suzuki — poor services and wrong comitment by my car pune

Dear Sir ,

This is Padmabhushan Deshpande, one of the your valuable customers. I purchased SWIFT (VXi) in Oct 2007 from My Car, Pune. Marketing Executive Mr. Suhas who was following up with us at that time, gave us various attractive commitments to be fulfilled upon delivery of the car. Due to his regular follow-up and feedback from some of my friends about Maruti Brand, we purchased a Maruti car from My Car .

But I think that this decision was a biggest mistake we have done. Right from delivery of the car, we are facing lot of issues.

We met with 1st shock on delivery of the car, when My Car just refused to fulfil there agreements. Mr. Suhas had agreed to provide Tefelon Coating along-with other accessories. But, MyCar just turned back saying that they have not promised any such thing and they will not provide any such thing. As we had already paid the amount, we took the delivery. On follow-up after 6 months, my car informed that Mr. Suhas is no more associated with us and there is no question of fulfilling his commitments now.

After around 7 months of delivery, one day evening when we were travelling in our car, suddenly one side door’s window glass pane slided from the track and we had to rush to MyCar. They temporarily fixed the pane and asked us to drop the car at their service centre for servicing so that they will replace the assembly as it was a faulty part. But, during this servicing they didn’t replaced the part and were just postponing this activity by providing some reasons. Within next 2-3 months we started facing this issue with other door windows.

Initially we used to get calls from MyCar after servicing. But after 10 months of delivery, even these calls stopped. We used to regularly get calls from Customer Care enquiring about if we have got any form from Main Office. They used to tell us that if you receive any such form & if we give this form to MyCar they will give us some gift. But they never mentioned about which this form is and what does it mean. But, one day my friend updated us with the importance of this form and it shows the relation between Me & Maruti.

Almost a year back, I faced an accident and at that time there was a bent on driver door. MyCar claimed the repairs charge from the insurance, but didn’t fixed the issue.

For last 4 months I was out of India and during that period we received this form. My wife was not aware of all this and she just informed them that we have just received some envelope from Maruti. On getting this information, Representatives from MyCar started following up with my wife for getting that form and one day they directly came to my home. When my wife informed them that I am not in India and she can’t give any feedback they just asked her to sign on a page and said that it’s just a formality & your husband can give his feedback once he comes back. He also informed my wife that it was agreed that MyCar will be doing one complete free service of our car as he is taking this form from her.

When I returned back to India & upon getting all this information, I visited to My Car office, the customer care lady officer refused this fact that someone from MyCar has collected the feedback form.

When I was discussing this entire chapter with my friends, I came to know that many of them were also facing same issues with MyCar and are now changing their service centres/brands.

All these things point out following points about MyCar
1. Lack of Proper Service after delivery
2. Casual Approach
3. Careless about Customers
4. False commitments to customers to attract & increase the sale but no further care to maintain the customer relationship

I request you to personally look into this matter and resolve the issues. Otherwise you will lose your customer bank