[Resolved]  Maruti Suzuki — Product Quality

Address:

Chennai, Tamil Nadu

K/A: Maruti Suzuki Customer Care Product Model: Maruti Suzuki Ertiga VDI Regn. No: TN 07 BX 9507 Usage: <4500Kms on 10 Jan 2015 Dealer: Popular Automobiles Chennai I have no complaints about the dealer and their staffers as they are ready to receive and serve the customer even if the customer is unreasonable. But I have few complaints about the quality of product being supplied and received by the customers. At times the dealers don't want to refer the quality related problems to Maruti/OEMs fearing for the maufacturer/OEM getting offended about their customer handling capabilities. A quality or a product related complaint/ problem for a new vehicle from the very first day is a problem related to the OEM and not related to the dealer. A responsible OEM will try to understand this and do a root cause analysis on any complaints that are received and resolved by the dealer. I understand the responsibility of any dealer to perform the sales, service and maintenance activities as per the expectation of an OEM. But the same expectation doesn't exempt the OEM responsibility of delivering a trouble free unit or product. I have been assured by this present dealer to provide a satisfactory service/resolution to the complaints that I have observed/reported in my vehicle. On tat front I have no complaints. But my aim of writing this complaint to Maruti direct is to draw your attention towards the quality and quality control policy at your production facility. The subject vehicle is sparingly and used single hand. In this vehicle the driver and co driver seats retracting action is very sluggish to normal position after it is reclined back. The co driver seat is sometime stuck and doesn't retract to normal position without a hand support. This was checked at the dealers facility and I have to spend sometime to make them understand my real problem. The service centre main concern is to satisfy the customer with their available resources without offending the customer, This is the area where the quality suffers. B'caz they are afraid of the OEM raising questions about their technical capabilities and customer handling ability without analysing the root cause for the problem at their end. Once that is taken care then the dealer can do his job fearlessly. Let me come to the point now. The difficulty in making them understand this as a problem was compound when he started comparing this problem with another vehicle of the same make. There too it was sluggish but it was not stuck in between like my co driver seat. Then I tried to make them understand with the same reclining and retracting function of my rear seats and they were convinced. This problem is really a serious and a difficult problem when the vehicle is cruising. When the vehicle cruise the reclining and retracting must happen effortlessly without any hand support. Else is is really hazardous as the driver or the co-driver has to work against the forward motion of cruising vehicle. This vehicle has done hardly 4500Kms and this complaint is prevalent from the initial day its delivery. The dealers were not willing to compare the same function with other models. As I have witnessed similar problem (very sluggish retraction) with another Ertiga vehicle, I request Maruti to introspect your quality policy and quality control on this matter. I have some more points about this vehicle and I can disclose it if approached with open mindedness. This is not my first vehicle and I can disclose some revealing facts in comparison with other brands. Hope this report will receive due attention and care. Thanking you, PK.Selvan.