[Resolved]  Maruti Suzuki — Unprofessional & Ignorant Behaviour

Address:

South Delhi, Delhi

Hi Mr. Duggal,

It really took me a lot of time and patience to write this lengthy mail because the quality of service and the quality of people I had met in past visit was pathetic and disappointing

Its really a part of customer harassment when customer is expecting a good service from the best manufacturer in India and what he gets in return is sheer disappointment. This mail is regarding the pathetic service what I have got from one of the oldest and so called finest dealers of Maruti i.e. Competent Automobiles (Mehrauli) I own a Alto K-10 and have got it duly serviced at the Maruti authorised service stations till now, in fact I got the last three services done at Competent Automobiles only just because of the healthy relationship I had been sharing with them for years.

This time after getting my 30,000 kms servicing done at Pasco Gurgaon I wasn't much convinced and satisfied with the work done, In fact the problem wasn't rectified also so I thought to visit Competent for the solution. The problem that I was feeling was that the clutch pedal was hard.. After visiting the workshop I was attended by Mr. Dinesh who instantly helped me and understood the problem, I asked him that this hard problem should be covered under warranty as my car was well within the standard manufacturing warranty, he guided me to the workshop manager Mr. Reddy. Who instantly refused to my request of covering it under warranty, I asked him to speak with someone from Maruti -Suzuki who could give him an approval for it, but he was absolutely in no mood of helping me with it. I requested him that I had visited this workshop because I was happy with the earlier services of competent and genuinely wanted to get this problem rectified but him remarks were,, sir nobody asked to visit here, you could have gone somewhere else, we never told you to come here for servicing.. Now this comment really hurt me, that too deeply.. I could have never expected such a silly reply from a person sitting at such a level.

There after seeing that this fellow is not bothered to help me or even assist me I went to the General Manager Col. Dahiya, and asked his help in this regards he helped me instantly and instructed Mr Reddy to speak with the TSM Mr. Vikas Gupta. Now I was waiting for Mr. Reddy to speak with him which took him almost 20 mins and that too privately. Suddenly Mr Reddy comes & tells that the TSM Mr. Vikas Gupta has rejected the approval and goes to lunch after that. Now it sounds rude and unprofessional from his side. As I was and still am convinced regarding the warranty policy, I myself called Mr. Vikas who told me that he has not rejected the approval and was still understanding the fault. Now this was really frustrating one man is saying some thing and other is saying something else. Still I didn't lose my patience and tried to speak with Mr. Reddy, who didn't listen to me and starting walking away from me, now that's something really disappointing. Is this the way one should deal with customers? After taking much pain and speaking with Mr. Vikas I somehow got the job approved and finally the work was supposed to start. This complete thing took almost two hours and I was continuously being harassed during this time, with the unprofessional, unethical & ignorant behaviour.

In fact this wasn't the so thought end to my miseries, after waiting for 4 hours the job hadn't yet started on my car and they were telling me that you won't get the car today, I asked them to issue me the gate pass as I had to go pretty far and would come back in a days time to get the job done. This time Mr. Reddy comes to my help instantly and puts a note of charging me Rs250/- as estimate charges FUNNY isn't it... Now that's what I should call smart earning source... After a half an hour of discussion & same ignorant & unprofessional behavior from Mr. Reddy who as always didn't listen to me I had to again trouble Mr Dahiya for my help, who undoubtedly helped me..

Now my question is WHOM should I contact, WHERE should I go and WHAT should I do???
I'm really in no mood to visiting this workshop again after such kind of service that too from a Works Manager... Pathetic in simple words..

Disgracefully Thanks

Ankush

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Vehicle No. DL3CBS2929