[Resolved] Renault — Repair Services No Response - Poor After Sales | |||
I had bought a Renault Duster diesel 110 PS Rxl model no E2DTHP with a vin no MEEHSRA36CC013641 ON THE 02JAN 2013. I have given it for repairs to the service center at Indore on 21st jan 2013. Now I've been kept waiting till now and the repairs haven't started. The reason quoted is that neither the spares and parts have been shipped from Chennai nor is anyone aware when would they be shipped and when would I get my vehicle back. I have already logged a complaint at Renault Customer Care[protected]. I was told the back end team would call me up and follow up on this complaint. I still have recieved no response from them. I am also not been directed to any person where I can address my concern directly. It is causing me immense mental stress just waiting for my car. I was told that the vehicle would be handed to me in a month's time but since the parts haven't left Chennai no one is aware how much time the repair would take now. I was promised 30 days for 15 day job but that was okay as long as I was getting the car. The dealor here also says I will have to pay first and the I will get the insurance. I don't understand when one dealor sells me an insurance why does the other say there is no tie up for cash less repairs. All I want is my problem to be addressed at the earliest and let me know when would the parts required for my vehicle leave Chennai and reach Indore and when would my vehicle be handed over to me. It is very disheartening to experience such a poor after sales services from Renault. I'm in need of some help to get my duster back on road Was this information helpful? | |||
Aug 13, 2020 Complaint marked as Resolved | |||
 9 Comments | |||
Comments
1 Customer 1 Issue. Matter escalated on Social Media. Yet Renault fails to spotlight the issue and help the customer. Is the Aim to meet Only Sales and not improve After Sales???
Latest Update on This Issue.
Xcerpts from a telephonic conversation between a Renault Customer and Renault Customer care(CC) head:
Customer: Could you the update me on the shipment of the parts reqd for repair of my veh?
Renault CC head: The parts would be shipped from Renault Chennai no later then 13th Feb 2013 and reach the dealer at Indore end by 19th.
Customer: The dealer had committed to deliver the vehicle on 20th Feb 2013 when the vehicle was got to teh service station on 21st Jan2013.
Customer: On a follow up call made on 6th Feb 2013 with Renault Indore I was told that the parts would reach on 20th feb so he would need more time.
Customer: That is when I approached the Renault Customer care and thereafter the other social media because of lack of response from your own department.
Customer: You spoke to me on the 7th Feb 2013 and since then you have only expedited the shippment to reach Indore on 19th Feb 2013 instead of 20th Feb 2013?
Renault CC head: Sir it's a difficult part and is being processed.
Customer: What has Renault been doin since 21st Jan for the procurement and shipment of the part?
Renault CC head: "silent" *Could be nodding to himself*
Customer: Okay, even if you are shipping on 13th why is it taking 6 days to reach the dealer?
Renault CC head: Sir, it is a regular shipping as demanded by the dealer.
Customer: So when I've been speaking to you and following up since last five days requesting you to expedite things, Why was this not brought up?
Customer: You could not make it a express shipping to reduce the no. of days since the customer has already waited so long enough
Customer: And on the contrary I feel I have wasted those 5 days speaking to you because even after 5 days I was not given the clear picture.
Customer: Nevertheless where is the part as of now(11th Feb 2013)?
Renault CC head: Sir, The warehouse will be shipping it on 13th Feb 2013.
Customer: No; I want to know where is that part right now?
Renault CC head: The warehouse is processing it.
Customer: Is the part in the warehouse?
Renault CC head: It 'MUST' be there.
Customer: This means that you aren't even aware where the part is as of now. So you have been doing nothing just buying time for Renault india and wasitng mine??
Renault CC head: Allow me sometime to find out more details.
Customer: You are buying more of my time and it would be a waste of one more day.
Renault CC head: Sir i'll get back to you.
Customer: Since you don't even know where the part is I don't think you can help me anymore. Is there someone above in the management chain who can help me?
Renault CC head: Sir my boss is there, i'll ask him to call you.
Customer: Please do inform me when he would likely call so that I keep myself free to talk to him.
Renault CC head: Certainly sir.
the Renault CC head calls again in sometime
Renault CC head: Sir, my boss would call you tomorrow morning by 10'o clock.
Customer: Why not now???
Renault CC head: He'll have to check up with the parts dept and find out details before he speaks to you.
Customer: and that would take 24hrs????
Customer: *With No Option Left now waits for Mr Boss to call*
And the Customer did not have a happy ending for yet another day!!!
Latest Update on This Issue.
Xcerpts from a telephonic conversation between a Renault Customer and Renault Customer care(CC) head:
Customer: Could you the update me on the shipment of the parts reqd for repair of my veh?
Renault CC head: The parts would be shipped from Renault Chennai no later then 13th Feb 2013 and reach the dealer at Indore end by 19th.
Customer: The dealer had committed to deliver the vehicle on 20th Feb 2013 when the vehicle was got to teh service station on 21st Jan2013.
Customer: On a follow up call made on 6th Feb 2013 with Renault Indore I was told that the parts would reach on 20th feb so he would need more time.
Customer: That is when I approached the Renault Customer care and thereafter the other social media because of lack of response from your own department.
Customer: You spoke to me on the 7th Feb 2013 and since then you have only expedited the shippment to reach Indore on 19th Feb 2013 instead of 20th Feb 2013?
Renault CC head: Sir it's a difficult part and is being processed.
Customer: What has Renault been doin since 21st Jan for the procurement and shipment of the part?
Renault CC head: "silent" *Could be nodding to himself*
Customer: Okay, even if you are shipping on 13th why is it taking 6 days to reach the dealer?
Renault CC head: Sir, it is a regular shipping as demanded by the dealer.
Customer: So when I've been speaking to you and following up since last five days requesting you to expedite things, Why was this not brought up?
Customer: You could not make it a express shipping to reduce the no. of days since the customer has already waited so long enough
Customer: And on the contrary I feel I have wasted those 5 days speaking to you because even after 5 days I was not given the clear picture.
Customer: Nevertheless where is the part as of now(11th Feb 2013)?
Renault CC head: Sir, The warehouse will be shipping it on 13th Feb 2013.
Customer: No; I want to know where is that part right now?
Renault CC head: The warehouse is processing it.
Customer: Is the part in the warehouse?
Renault CC head: It 'MUST' be there.
Customer: This means that you aren't even aware where the part is as of now. So you have been doing nothing just buying time for Renault india and wasitng mine??
Renault CC head: Allow me sometime to find out more details.
Customer: You are buying more of my time and it would be a waste of one more day.
Renault CC head: Sir i'll get back to you.
Customer: Since you don't even know where the part is I don't think you can help me anymore. Is there someone above in the management chain who can help me?
Renault CC head: Sir my boss is there, i'll ask him to call you.
Customer: Please do inform me when he would likely call so that I keep myself free to talk to him.
Renault CC head: Certainly sir.
the Renault CC head calls again in sometime
Renault CC head: Sir, my boss would call you tomorrow morning by 10'o clock.
Customer: Why not now???
Renault CC head: He'll have to check up with the parts dept and find out details before he speaks to you.
Customer: and that would take 24hrs????
Customer: *With No Option Left now waits for Mr Boss to call*
And the Customer did not have a happy ending for yet another day!!!
Still no commitment, no update from the Head of the Department!!!
I do have the same issue. I own Renault Pulse vehicle registration no is GJ-1-KQ-2058. My complain no is[protected]. My car is in service from last 1.5 month and had called so many times renault service and they are not doing anything. You won't believe one person named Abu from their customer service told me that their chennai plant is caught fire and due to that they will not able to ship my car parts.
I am really disappointed by the Renault after sales service. I swear not buy any other Renault car.
So people if you really want after sales service and believe me this is very important don't go for Renault. This company is not listening to the customer. Buy any good company car like Hyunday or Maruti but don't go for Renault cars because their customer service and after sales service is not good.
Feel free to contact me if anyone from Renault reading.
Name: Devubha Manek
Mobile: +[protected]
I am really disappointed by the Renault after sales service. I swear not buy any other Renault car.
So people if you really want after sales service and believe me this is very important don't go for Renault. This company is not listening to the customer. Buy any good company car like Hyunday or Maruti but don't go for Renault cars because their customer service and after sales service is not good.
Feel free to contact me if anyone from Renault reading.
Name: Devubha Manek
Mobile: +[protected]
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Does Renault care any about their customers and the mental stress caused to them? I doubt!!!