Hyundai Motor India — drop in service level and non adherence to committed deadlines

Address:

110095

I approached samara hyundai patparganj with mirror replacement complaint (Covered under insurance) on 9th august, 2017. Was told to come to the service centre the next day to complete insurance formalities and assessment by the surveyor. On the 10th august when i reached the service centre was told surveyor not available as it is his off day and that i shall have to come back again the next day. The paperwork was however completed
When i reached the service centre at the designated time the next day, the surveyor hadn' t arrived and was made to wait 45 min.
Post the survey, was told the approval shall come in 24 hours and that the service centre shall call me back to fix the broken part.
However no calls came till the 15th august post which i was compelled to call back and check on status.
I was given evasive answers and finally told that a revert shall come on 16th august morning.
I was called back by the service advisor to inform me to bring the car today morning and that he shall have the part fixed in an hour in his presence and no need to leave the car.
To my utter dismay when i reached the service centre today morning, was informed that the concerned service advisor has an off day today as also i shall have to leave the car for the day to fix the spare part. I refused to leave the car and went to my office.

Being from a sales background, having a car is my lifeline and this act of the service centre completely upset my work schedule.

It is imperative to mention that for a small complaint like this i had to go to the service centre thrice till now which is both inconvenient and loss of work time at my office. On at least two occasions i had to skip important meetings.

I have the following things for which i seek answers:

1) why cant the service centres plan better so that customer dont have to come multiple times to fix a problem.

2) hyundai was known for time commitments. What happened to those. Not followed in my case.

3) what about car pickup/drop service which hyundai used to boast about. It has gone into oblivion. When asked for there are multiple excuses given to avoid providing this service.

Please note that this is not a one off experience as i have noticed a gradual fall in service standards over the last 1.5 years. I have chosen not to complain earlier since more often i would escalate at the local level for resolution. But i guess it is high time for the management to know what the loyal customers of past 13 years feel about their service if only to improve them.
I have been patronising hyundai brand purely for "after sales service" till now but may not be able to hold on to this loyalty if service standards keep going down like this.