[Resolved]  Tata Motors — Quality of Service

Address:

West Bengal

With reference to our Manza Car I would like to put the following points.
- Details of the Car –
o Registration Number – WB06C – 3944
o Chassis No. – MAT6130019LK00861

- We had send our Manza Car on the 12th of December (not sure about date one day before or after) to Lexus motors service station at Budge Budge Trunk Road at Rampur as there as some sound from the car. The car was running and we drove it into the Service station. The people said they would need to inspect and provide us the estimate. We requested them to provide the estimate before they do anything as if the expenses are high we would not like to go with it. The reason was we had already put lot of money in repairing this vehicle and we did not want invest anything major in it. Also we were contemplating changing the vehicle.
- We waited for a good 5 to 7 seven days. Called a few times also visited the services station once. We were not being provided any estimate. The reason we were being told that they want to provide an accurate estimate since the customers do not like the amounts being changed once estimate is provided. However during these visits they provided us with a lot of Gyan (which I might consider it rude and unprofessional behavior) , that our maintenance was poor, we do not change engine oil etc. None of this is true infact and we have documentation to prove it.

- On 22nd December we called again to know the estimate, and to tell them not to get the car into a situation where we do not have the choice of not getting it repaired. The gentleman Mr. Asim Guha Thakurta said it takes time to provide an estimate and that ours is not only car they repair. However they did not provide any information, we were told not to hurry up and not to keep disturbing.

- We were not happy about it and we lodged a complaint with the customer care. The complaint number was 1-[protected]. We have never heard anything from anyone since these complain.
- About 5 -6 days later, we got a call from Mr. Guha Thakurta that they have checked and the estimated cost of repairs is 1,47,000 odd. We immediately told him that we are not interested to get it repaired and we would take the car back. He said that was not possible as the car was opened up and if we have to take it back we have to tow the car and take the parts separately.

- We visited the place next day, met the some senior gentleman at the shop. He had a same version that either we get it repaired or get the car towed away. They would provide the opened parts separately.

-We had no choice, It was pure blackmail. The company had also not responded to our complain. If we say not they would just leave the car outside with the parts.

-We requested them if the cost could come down, since we have already invested a lot in the car and since we had communicated to them that we are thinking of changing the car. They said they would cooperate.

- We did not hear from them for a long time. We got a call and a subsequent mail from them about the estimate on 11th January. The estimate was the same as discussed before. We were told that they need an approval in mail to start the job. We provided the approval on 16th January.

- We did not hear from them for one month since then. We made occasional calls but nothing. On 25th or 26th of February (Two and a half months after providing the car) we got a call that the car is now ready and the Bill is 174000 which is approximately 30,000 more than the estimate. There was no information provided and approval either verbal or written taken for the same.

- On being asked the question we were told there were some more damages which were discovered in due course and if we want to get the car back this is what we need to pay.

- My Car is still at the service station. I would not like to pick it up till i have some questions answered and resolutions done. I would like to use all resonable channels that i might have to escalate the matter.

Following are my question for which i request answers.

- Why can't i have an initial estimate before they get my car into a stage where i do not have any choice of not getting it repaired? Why are not even basic estimates provided ?
- If i complain about an estimate to the Company, why would the company not take it seriously. Why would no one even bothered to speak to me ?
- If you take 15 days to provide an estimate, citing reasons of providing accurate estimates how can the estimates fluctuate the way they did ?
- i was told this happened because of our negligence in changing oils etc. We have documentary evidence that fuel as regularly changed and that too Tata Authorized service centers only. Doesn’t that get the responsibility on the Company for the damage ?
- Why would about one third of the cost of new car would be required to repair it only after three years ?
- Why are Tata Sales and Service experience so vividly different ? Service is like people doing favor to you by repairing your car ?
- I get calls from Tata Call Centers from Pune asking about minutes in service etc. We are talking about 2 and half months here. ?
- How would the Company like to share the cost ?