Maruti Suzuki India — Mishandling and poor customer support at maruti service master gtk delhi

Address:

New Delhi, Delhi, 110007

Dear sir,

This is to bring to your kind notice the details of my plight/suffering at maruti service masters (msm) gt karnal road delhi.
I had given my car sx4 zxi bearing registration no. dl 2cal 9956 on 10th july '2016 to maruti masters for the following work:

1) noise from dash board
2) rpm check
3) throttle body cleaning

Day 1- i received a call from service engineer stating that the voice is coming from "actuator motor", and this can only be rectified after changing the complete a/c assembly. however we will try and isolate the actuator motor by removing the couplings for now, and rest of the functionality will work smoothly except of air rotation system.

Day 2- there was another call in the morning i was informed that after removing the couplings, a/c is functioning erractially and they are checking if they could arrange the actuator motor, then there will be no problem.

I called maruti company at their okhla office and spoke with mr rahul verma, explained him that since the very day of purchase of the vehicle it is been sent for maintenance and repairs at msm only, however despite my repeated complains to msm i have been experiencing few problems never been rectified from the second month of purchase of the above said vehicle.
A) defogger not working
B) coolant evaporating after every 1500 to 2000 km.
And now a third problem related to noise from the dashboard.
Mr. rahul verma took mr. chawla (gm) from msm online and asked him to look into the matter more seriously.

Day 3- somebody from msm calls me up and confirm that the child part which is actuator motor has been arranged and fitted, the vehicle now has no noise from dashboard, issue related to coolant has also been taken care as there was some leakage from core heater.

Day 4- i spoke to mr. chawla and asked him to kindly look throughly with the ac part as it was reported by your service engineer that it has some erratic behaviour after removing the couplings, i was assured by the respective gm mr. chawla that he has checked the vehicle and everything is perfect, for issue related to defogger it was found that the rear glass is faulty hence needs replacement for which the matter has already been escalated with mr. rahul verma.

Day 5- i spoke to mr. rahul verma and was assured that the necessary approval has been given to msm to replace the rear glass as it is more of manufacturing fault.
I spoke to mr. chawla again and was told that the rear glass is not available and shall be changed in a day or so.

Day 10- vehicle was sent back with an invoice of inr 6543/-, no sooner i turned on the vehicle found that the ac and the blower is constantly working even after switching them off, i called up mr. chawla and mr. rahul verma, reported this matter and was told to return the vehicle.

Day 11- despite my repeated calls there was no update.

Day 12- i spoke to mr. rahul verma and he asked me to give 2 days to mr. chawla to throughly check the vehicle and do the needful.
At around 1630 hrs service advisor mr. susheel and an ac technician mr. satbir visit my house and told me that the problem has been rectified, once i got in the car realised that the problem has even worsened up, i called up mr. chawla and reported this matter to him for which i was challenged that the vehicle is absolutely fine and i may call upon maruti company for a second opinion, after making mr rahul verma and mr. chawla speak to the representatives who had come to deliver me the vehicle i was asked by mr. rahul verma to resend the vehicle, which i did.

Day 13- received a text message from msm about the etd of vehicle on 22 aug 2016.

Day 14- no response

Day 15- i called up mr. rahul verma who took me on conference with mr. chawla whereby it was informed to me by mr. chawla that now the complete ac panel has to be changed, this came as a shock to me since from day 3 i was reported that the problem has been resolved as the actuator motor which was causing the noise has been changed.
When i asked them that this problem of ac working even in off mode was never there till the time the vehicle was sent on 10th july i was told clearly by mr. chawla in presence of mr. rahul verma that even if the fault has come up at the service centre they are not responsible for the same, i even debated if the problem was actually there then why was i being challenged by such a senior person mr. chawla (gm) on day 12 that the vehicle has no such problem and i should report the matter to maruti company for a second opinion whereby forcing me to take the delivery of vehicle with a new fault due to experimental negligence by the service engineer at msm.
The conversation was concluded by mr. rahul verma that i should bear the cost for the rectification of the faulty part caused by their negligence as the vehicle is no longer in warranty, i was also reported the cost of the part is around inr 23, 000/-+

The vehicle till date has a milage of 38172 km, i am a regular customer of msm for last nine years with 2 other maruti vehicles and had always trusted them under the impression that they are being observed by the respective company itself.
This incident whereby i am made to believe that even if a fault has occurred due to the negligence of msm it is a complete responsibility of the owner himself, even if it gets stolen from msm premise they can only lodge the fir and are not responsible for such incidents too.. the above statement was quoted by mr. chawla gm msm while on conference with mr. rahul verma an employee of maruti suzuki india ltd.

I request your concerned authorities to intervene and help me get justice and regain my faith in the esteem company.
Look forward for an immediate solution as the vehicle is still at msm since 10th july and my work is suffering now.
I have the images o[censored]npaid invoice confirming the cost of actuator motor and other charges and can produce the same if required for your ready reference.

Kind regards
Parekshat duggal