| Address: | PRINCIPAL SCIENTIST IC DAIRY PRODUCTION SOUTHERN REGIONAL STATION ICAR-NATIONAL DAIRY RESEARCH INSTITUTE BENGALURU 560030 |
The person on whom compliant lodging: Manager and service consultant
Vehicle serviced: KA 51 Z 864
Year of Purchase: 2009
Mileage: 63309
Customer code: C[protected]
Years of servicing: Since beginning after purchasing from India Garage
Usage: Single-handed
Complaint:
1) The last service is done in December 2019 (Mileage 59, 500)
2) From December'2019 to July 12, 2021 (Mileage 3, 800)
3) Approached for headlight lamp on driver side and general service
4) Approved online on 10/07 and delivery date is 12/07/2021 at 2:45 PM
5) Received call on 12/07/2021 asking to approve about 31 items costing Rs. 33, 510 and instead of asking on the phone I told them to send the list
6) List was sent on 12/07/2021 at 11:20 AM
7) I told them that I am personally coming at 1:30 PM.
8) I went along with my colleague and was told that the service consultant was on lunch.
9) We met the manager and told him the issue.
10) By that time, the service consultant came and started explaining.
11) I asked him that I requested general maintenance and the service consultant suggested I go for 70, 000 km service on 10/7/2021 even skipping the 65000 km service in between?
12) Manager asked him whether you have explained the entire list or not?
13) I could observe both the faces and service person started telling on each item and influencing our fear!
14) We told to the manager that it is one way of creating a fear psychosis in customers and playing a game!
15) Vehicle was hardly used much between Dec'2019 and 10/07/2021. At the time of the previous service in Dec'2019, no such information was given to me that in the next service there is a need to go for so and so issues. This has been a general practice I observed in the past 10 years. But, never they forced us such complaints unless it is an accident check. I even asked Mr. Zuber Khan who used to handle my vehicle. It was told that he left the job. Although I asked his contact and Chromo service center, everyone said we don't know.
16) I am ready to move to Chromo and asked the manager to return my vehicle!
17) The manager did not show any curtsy and told me you can take it.
18) The service consultant took us to the workshop where I saw that the whole vehicle wheels and some parts of the engine were dismantled.
19) Even if they pack and give a vehicle without proper fitting, can I drive to another place?
20) Once I leave the workshop, they say if something breakdown happens on the way that was not their responsibility as I have taken back my vehicle. Isn't it? Neither they are ready to assure that it was packed to the way when I handed it over to them.
21) In such an awkward situation what is the option left to the customer?
22) Except asking them to proceed with servicing.
23) Even during the process, there was some birthday celebration and the manager came into the workshop and shown the least curtsy to come to the customer and updating the situation himself...My question is...Is he the right person having curtsy to the customers?
24) I doubt that he might be instructed by the service engineers to make the volume of business to satisfy his targets!
25) Coming back to the vehicle, the service consultant started telling that this left arm and right arm of the front wheel are important while in the city. When I told them that this vehicle is used only for long outings then he changed to long run. He narrated that it was jammed and may further damage when blindly jump over speed breakers, potholes, etc.
26) I am being a scientist asked him a question that once you raised the doubt and imbibed a fear in the driver, do you expect the driver can go with confidence? I also told you are playing on the psychology of the persons for your vested interest...My question is...Is it not a misleading/misguiding attitude leading to blackmailing the customers for their business volume?
27) In the meantime another service consultant arrived and told the service consultant to just take care of nonbreakable service on the road. But, the service consultant who attended the case is very enthusiastic, a good follower of the manager (PPS Motors) but ignoring that Mahindra and Mahindra company is losing the faith of customer (Without any attention to the history of the vehicle or attachment of the customer)!
28) Under the unavoidable situation, we sorted the list in a psychological environment inflicted by the service engineer.
29) After avoiding clutch plates which were changed in 2017 and I am comfortably running(please remember it is absolutely 100% under my alone driving), we were told the service cost was Rs. 16, 635 + Rs. 4, 055 (GST).
30) Your service consultant wanted to show a great favor at the end saying that he is not charging general service but charging item-wise service charge that was accounted to Rs. 5, 909 + Rs. 1064 (GST)
31) The final bill I paid was 27, 663=08. I paid through credit card and the vehicle was delivered on 14/07/2021.
32) I told them that I did not want a dry wash and avoided it as usually I was doing in the past (I was giving for wet cleaning outside). However, in the past, at least they used to dust the mats and return the vehicle but, hardly any curtsy to return the vehicle to the customer in some respect!... Is it admirable behavior with the customers?
33) My final complaint is... Why suddenly did so many replacements surface? What is the integrity of your service manager and consultant for customers?
34) Please check the 10 years record of the vehicle from the same service place (initially M/s Chromo, then for a short period M/s Indel and now M/s PPS Motors), and even during major road damage, no so much replacement happened in the past. Moreover, your computerized information gives the details to some extent which was not executed. It was done manually.
35) I was cheated by the PPS motors and played a psychological game on the driver's mind by the Manager and service consultant.
36) I request to analyze completely the complaint and A) demand for a refund for nongenuine replacements, B) Curtsy of Manger and Service consultant for customers C) Misleading and psychological blackmailing of customers on the vehicle condition.
The vehicle hardly runs 6000 km in any year. It is given only company servicing since 2009. The diesel is filled from 'Shell' to a maximum extent from designated places. The vehicle gives a mileage of 13+ Km/liter in the long run which is even better than Toyota Innova and a good piece. The same was also appreciated by met with past service providers but my experience with PPS motor is just as good as the psychological ravishment of customer trust
(SEE ENCLOSURES)
Was this information helpful?
Post your Comment