Vitara Brezza Maruti Suzuki Ltd — Service and service station

Address:	122001
Website:	www.marutisuzuki.com

Hello pasco & maruti suzuki india team,

I am addressing this email to this huge group so that my voice is heard loud and clear, unlike my experience which i had at pasco (Maruti suzuki) service center today.

I am the owner of one of your manufactured car vitara brezza – zdi + (Dual tone). I bought this car a few months back from gurgaon pasco with no difficulties and extremely good customer experience however during my first (So called) free service, i happen to share a couple of issues which i was facing with the car – (Noise from the dashboard & unable to open fuel lid). I read from many forums that a lot of customers are facing this issue with brezza and so far company has not taken any action for the same. I was assured that the problem is fixed when they handed my car to me post taking 100% amount. After 4 days, i started facing the same problem again.

Here is the catch, i was told to visit only “driving school service center of pasco/maruti suzuki” which is near rajiv chowk gurgaon and when i received my car, each one of them requested me to give positive feedback and i gave because i did not face any problem on same day and the next. As i was in jaipur for my official work, i happen to take my car to quick serve station for regular washing and shared the same problem with them & they recommending me to approach maruti suzuki service center only. I somehow managed with difficulties for some time and when i visited the same service station for the second service of my car, i requested them to check thoroughly again as the problem was not solved. There was a minor scratch for which i used my zero d insurance policy and was told scratch, fuel lid and dashboard noise problem is permanently fixed. It was weekend and i went to receive my car and again they requested for positive feedback which i gave thinking they must have resolved the problem as my trust for maruti suzuki was sky high until today. After a week i started facing the same problem again and the paint which was used to remove scratches started moving off after its first wash also the rubber kit which pasco charged my rs. 4, 000 started falling by its own (Possibly poor quality adhesive was used).

I was struggling with fuel lid every time whenever i used to try & fill diesel at fuel stations. Started giving car key to fuel guy to open the lid as it never used to open using the fuel pull holder. Using the key to open the fuel lid started putting marks near the fuel lid and it looks shabby. I was driving my car in jaipur and after all the struggle, i visited the same service station for my third and final free service with all the hope that this time they would fix it once in for all.

Today (14th may), i decided to stay at the service station and get my car serviced in front of mine. I reached there around 3:15 pm and discussed all issues with pawan (Brezza poc) and the service station manager (Sardarji) who was doing nothing but shouting on his employees. They started with refilling the engine oil – when they recommended me super synthetic oil which was of rs. 3, 600 stating it’s the best for brezza which i immediately agreed to pay. While i was standing near the car to see how re-filling of engine oil is done, i saw this dirty & dusty container being used to refill the engine oil. I requested for sealed pack container which they denied as they keep engine oil in the barrel which was more dirtier than the small container. It was then when i realized why my friends did not recommend this particular service station. I requested multiple times to change the container and i am ready to pay for fresh sealed pack engine oil however they came up with their own rebuttals and suggested me to test the oil later. I had no choice accepting that process. My car was on a standing holder and then i realized the front frame is not in shape, requested them to fix it. The station manager got this guy from car repair segment who told me that this fix will take 2 days as he has got too many cars to fix and the process will charge rs. 2, 500. Without a car for 2 days is a challenge for corporate employee however he asked me to visit on tuesday so that they can give my car back on thursday eod. Really? This big company asking for rs. 2, 500 and 2 days wait?

After waiting for 2 hours when engine oil, wheel balancing, and alignment was checked & fixed, they asked me for a test drive to check the noise which was coming from the dashboard. Service guy quickly accepted the problem and said it will be fixed & post that car was taken for washing and polishing.

When pawan approached me for final payment, i requested to check the car. We tried to open the fuel lid it was not opening, noise from dashboard remained as it is & the worst part washing and cleaning of the car were done without any efforts and interest. I quickly clicked pictures of boot, engine, doors, windows, seat, brezza cushions. Service manager (Sardarji) realized that car is not being washed properly and he also reviewed fuel lid issue and suggested me to visit the service station again as it was late for them & was dark to fix the problem. I mean really? After waiting for 5 hours, i was not expecting this answer at all. With all the audacity, pawan and his team came up with the bill and asked me to pay rs. 6, 045/-. I was so frustrated to receive such an experience from pasco and maruti suzuki. I saw this customer grievance poster and dialed ranjan sharma’s number & explained him all my issues with pasco and maruti suzuki service station, he immediately patched my call with gm tarun saxena & they both assured me that my problem will be fixed.

Please help me understand why should i trust pasco & maruti suzuki service again? After purchasing the top model with maruti designed kit cost me 11.3 lacs and after spending rs. 15, 000 so far for the same problem, should i be paying them for this service? Should i be expecting better results from them? Should i be trusting them again?

I don’t think they take things seriously hence i am writing this long email with all facts which can be reviewed from in/out the register, my complaints which are mentioned in all job aids and from tarun and ranjan.

Service manager and his team were in hurry and it was quite evident when i kept asking for a solution. I also requested them to check car ac as i felt it is not working properly, as rest of things took time, they didn’t get it checked with proper machines which are available there. Pawan got this thermometer and said, if it more than 10 degrees then there is a problem – it showed 11.3 degrees. He then told me during running it must be less than 10 which means everything is fine. All of them never wanted to help and listen to me.

I am a highly disappointed customer and as my work profile is all about promoting & sharing the reality of brands, i will ensure i highlight my concern on each forum/social network – everywhere. I have details of maruti suzuki & pasco leaders and will be requesting their help to review my above-mentioned concern in detail.

Couldn't attach pictures because of heavy file size and i am receiving mail bounce from you all. Expecting quick revert on this from one of you!

Car details

Model: vitara brezza zdi+ (Dual tone – red & black)
Reg. # hr 26cz 0548

Cell shahnawaz: +[protected]