Maruti Suzuki — Glaring deficiency of services at madhusudan motors pvt. Ltd.In respect on my car maruti suzuki swift dzire zxi no. Up80 cs 8828 ….. Reg.

Address:

Agra, Uttar Pradesh, 282005

Dear Sir, It is stated that I am a loyal customer of Maruti Suzuki. Previously I had Maruti 800 Dx purchased in 1996. Replacing that, I bought a Swift Dzire Zxi car (Chasis No. 429314; Engine No. 1328554) from Madhusudan Motors Pvt. Ltd., B-5, Lawyers Colony, By-Pass Road, Agra – 282005 on 14th January, 2014. Afterwards, I had been regularly getting my car serviced by the same dealer with full satisfaction. As a routine, the car was again serviced by above authorised dealer recently on 20.12.2015 wherein, apart from other services, they also changed the engine oil, as evident from the enclosed copy of Job Card Retail Invoice dated 20.12.2015. However, after about one month on 10.1.2016 when I visited Delhi for an entrance test of my daughter, I noticed the indicator of engine oil coming on and off on the main dashboard. I tried to find out the nearest Marutu Suzuki Service Centre in Rohini Sector–5 Area of Delhi, but being it a Sunday, the service centre were closed. Then I contacted on the mobile of service advisor Mr. Saran Kumar provided on the above mentioned Job Card Retail Invoice, who in turn expressed helplessness being far away from Agra, and asked to get the vehicle checked by some local car workshop for emergency work and get the engine oil and oil filter replaced. Being in distant unknown area of Delhi, I and my family had to go through a serious trouble and after much struggle I found one local workshop, who then arranged to replace the engine oil and oil filter and charged Rs. 1700/-, saying that the oil had been leaked due to faulty fitting of Oil Filter by the serviceman and reached at the critically low level, and any further delay or movement of the car could have caused a serious major damage to the engine. The faulty fitting of the Oil Filter was evident by the damaged and contorted rubber seal/gasket of the Filter, which was caused by careless and insincere fitting by serviceman of the car. This resulted into the slow unnoticeable trickling of the engine oil, which eventually caused complete emptying of the engine and reached the stage of causing serious damage to the engine. The photographs of the damaged Oil Filter seal are enclosed for your perusal. Further, the local mechanic informed that the Oil Filter that has been used by the authorised dealer was large one which was more prone to be struck by any hard object that came underneath car, whereas, ideally, small oil filter must be used in Dzire car which he suggested and replaced with, removing the old damaged one. The photograph of the label of new Oil Filter is enclosed). It is very clear by the above details that there was a serious and glaring deficiency of services on the part of the above Authorised Maruti Suzuki Dealer and Service Centre, Agra. The serviceman or mechanic fitted the parts very carelessly so much so that it rather damaged the part while fitting (in this case damaged/contorted rubber seal/gasket of oil filer assy). Now, looking at this, I am not sure and quite sceptic whether they have actually done wheel balancing and alignments and other services/ part replacements honestly as claimed in the above Job Card Retail Invoice? As a customer, it has actually breached my trust on the authorised service dealer of Maruti Suzuki. Therefore, it is requested to kindly take prompt appropriate action in the matter, and not only refund my above incurred charges of Rs. 1700/- but also compensate me appropriately seeing the trouble and agony I and my family had undergone in distantly unknown place of Delhi on account of the careless and deficient service of my car. The situation could have been quite tormenting and far worse for me and my family had the engine ceased on the remote highways in night time while travelling back to Agra! With best of regards, (RVS Pawaiya)