[Resolved]  Mercedes Benz India Ltd — Regarding Improper Services there by making the car non functional

Address:

Maharashtra

Dear Sir,
Having seen the initiative taken by you to redress grievances on various accounts and to get them settled on fast track, we too would like for post our grievance for a suitable solution.

OUR GRIEVANCE IS GIVEN HEREUNDER :

We have faced a problem with none other than Mercedes Benz India, which is still unresolved and is a matter pending in the court. We would like to share our grievance through your forum so that the viewers become aware of such happenings, secondly we would like to welcome any suggestion so as to ensure that auto car company/dealers or franchisees do not cheat customers in similar fashion, and, last but not the least we would like the matter to be settled with a judicious verdict.

We have a Mercedes Benz E220 1996 model which was running smooth and sound. In 2007 there was a problem with the focus of its headlights. When shown to the Service Franchise M/s. Sangi Motorcar Co., at Nagpur, we were asked to change the headlights costing around Rs. 75000.00 and were also pointed out other defects, estimated cost of which were around 150,000.00. Looking into the reputation of Mercedes, we were sure that their Franchisee and Service providers would also provide services to match the class of Mercedes. However, regretfully only the fee was of Mercedes class. Despite having changed the headlights there was no improvement in the focus. As the Service Centre of Sanghi Motor Car Co. at Nagpur was not able to detect the problem, we had to write directly to Mercedes Benz. After repeated reminders, Senior Managers of Sanghi Motor Car Co. Mumbai visited Nagpur. After due inspection of the headlight fixtures, it was found that the lights were not properly placed, thereby causing focus problem, highlighting incompetency of their service franchise at Nagpur.

Later, as there was a cooling problem, we had again got the Car inspected at Sanghi Motor Car Co. Nagpur. This time we were advised to replace engine cable harness and idle speed actuator. We were given an estimate of about Rs. 2, 20,000.00. With no other alternative, we had paid the amount and got the work done which resulted in the Car getting into ignition problems, with the engine getting off while idling, which was a risk factor while at signals. This was brought to the notice of Sanghi Motor Car Co., Nagpur and upon their expressing helplessness; we again had to revert back to Mercedes Benz and Sanghi Motor Car Co. Mumbai. Once again though Mercedes kept themselves away from the issue, the Senior Managers of Sanghi Motor Car Co. Mumbai paid a visit on us.

During the course of discussions with them, we were merely being told that it is high time that we should go in for a new model. Later, when they sent their report in writing, we were shocked to learn from them that their Nagpur Franchise was just a Service Centre and was not capable of taking up major repairs and maintenance work and for such issues, we should send the vehicle to Mumbai. This has been communicated in writing to us.

We felt cheated as the Nagpur Franchise never ever had informed us about their incompetency in taking up major repairs, and, in fact we had been lured by them in shelling out hefty sums towards parts and repairs. On account of all these issues the vehicle has been rendered idle. As Mercedes was not responding to our voice on the subject issue, we were forced to approach the consumer’s forum and the matter is pending judgment at the State forum as in the District forum the Mercedes had managed to get the verdict to their favour by merely making a false statement that if the company owns the vehicle, it would have been used for commercial purpose and hence it should not be covered under the Consumer forum. It was surprising for such a reputed company like Mercedes to use low standards to defend, as, even if the vehicle was in the name of our company, how can we use an E-class vehicle for commercial transportation purposes?

However, it was for sure that Mercedes should have taken Sanghi Motor Car Co. their Franchisee to task after this incidence, because, soon after Mercedes Benz had disassociated with Sanghi and had appointed Autohangar as their franchisee.

Mercedes is a big company and may be it is because of their clout that the case which is now with the State Forum on account of our appeal is merely getting dragged with each adjournment having a gap of 6 months.

We hope you will find our grievance valid and would take up the matter suitably for the cause of justice. In case you need any further information, please do let us know accordingly.

Thanking you and looking forward to your positive response,

Yours Sincerely,
K Ravi
Executive,
Amin Transport Pvt. Ltd, Nagpur
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[protected]@hotmail.com