[Resolved]  General Motors — Lousy Customer Service

I am pasting below the entire chain of mails that I have sent ot General Motor Corporation and to their regional sales manager, but no one has ever bothered to call me, even though their auto reply does say that someone will get back. Ganesh Rasal has never bothered to call me, and Vineet at the SC Auto Service Center, had promised me a call back way back in January, but I am still waiting, he has never bothered to call me back either.



From: gmi.[protected]@gm.com [mailto:gmi.[protected]@gm.com]
Sent: Wednesday, February 17, 2010 4:33 PM
To: Anup K Madai Choorai; scautocorp scautocorp
Subject: RE: K. A. Mr. Anup K Madai Choorai (CSI/ CAC/ W/ 2010/ 90/ M/s SC Auto, Thane)


Dear Mr. Anup K Madai Choorai

This is further in reference to your e-mail. We are coordinating with concern persons. Please bear with us till such time.

We thank you for writing into us and giving us the opportunity to be of assistance.

Warm Regards
Neetu Mongia
Customer Assistance Center
Chevrolet Sales India - Gurgaon


Anup K Madai Choorai <anup.k.[protected]@jpmchase.com>
02/11/2010 04:04 PM To "gmi.[protected]@gm.com" <gmi.[protected]@gm.com>, scautocorp scautocorp <[protected]@gmail.com>
cc
Subject RE: K. A. Mr. Anup K Madai Choorai (CSI/ CAC/ W/ 2010/ 90/ M/s SC Auto, Thane)






Hi All,

I don't think that people have gauged the gravity of the issue, as no one has bothered to get back to me. I have followed up with people on multiple occasions, but every time I get promised a call back, and no one ever gets back to me.

So, I have now given up on General Motors customer service and also on the dealership to fight my case with the company. So, since I am on my own, I am thinking of taking help from the media to see if I can get someone to pay attention to customers.

Best regards,
Anup
Mobile - [protected]

From: gmi.[protected]@gm.com [mailto:gmi.[protected]@gm.com]
Sent: Thursday, January 28, 2010 12:09 PM
To: Anup K Madai Choorai; scautocorp scautocorp
Subject: K. A. Mr. Anup K Madai Choorai (CSI/ CAC/ W/ 2010/ 90/ M/s SC Auto, Thane)


Dear Mr. Anup K Madai Choorai ,

This is further in reference to your email to us .

We have gone through the contents of your email and we are requesting our Zonal Office - West to address your reported concern at the earliest . Please be assured the best possible assistance will be extended to you in this matter .

We thank you for writing into us & giving us an opportunity to serve you, assuring you the best of our services at all times.


Best regards,

Sonal Upadhyay
Customer Assistance Center
Chevrolet Sales India, Gurgaon

Anup K Madai Choorai <anup.k.[protected]@jpmchase.com>
01/25/2010 12:47 PM
To "ganesh.[protected]@gm.com" <ganesh.[protected]@gm.com>, "gmi.[protected]@gm.com" <gmi.[protected]@gm.com>
cc "sc.[protected]@gmidealer.com" <sc.[protected]@gmidealer.com>
Subject Pathetic customer service









!!!!!!!!??????????

Hi Ganesh,

When I send a mail as a customer with a concern I expect a response and also for someone to get back to me, especially so if you are from a company who really cares about customer satisfaction.

The lack of response from you or the customer service really does not speak very highly about GM Customer service. As, for the customer service department, sending an automated response followed by someone, sending a pre-formatted text copied and pasted straight out of a template, and no one following up on it is only depicts a callous attitude.

I know that the issue with my car is the first of its kind in a Chevy Spark, but then it is still a serious issue, and someone has to take it seriously, unless GM really does not care about losing customers.

This time I not only expect a response from you guys, but I also would like an email/contact for someone higher up in GM India where I can escalate the matter, while I get the point of contact at a GM Global, for whoever is in charge of the ASIAPAC region, and I can find it as I work for JP Morgan, and we always have a list of contact people in our corporate database.

Best Regards,
M.C. Anup Kumar | Team Leader | Productivity & Quality | Investment Banking | J.P. Morgan | 3rd Floor, B Wing, Technopolis Knowledge Park, Mahakali Caves Road, Andheri (E), Mumbai - 400 093, India. | T: +[protected] | M: +[protected] | anup.k.[protected]@jpmchase.com | jpmorgan.com


-----Original Message-----
From: gmi.[protected]@gm.com [mailto:gmi.[protected]@gm.com]
Sent: Wednesday, January 13, 2010 3:45 PM
To: Anup K Madai Choorai
Subject: Re: Panels not matching up post repairs

Thank you for writing to Customer Assistance Center of Chevrolet Sales India. This is an auto- response generated to let you know that we are in receipt of your email message. Your email is being processed currently. We assure you of our response with action within 24 working hours.

For an urgent telephonic assistance, please do contact us at[protected], our 24-hr Contact Center.


Kind Regards.

Customer Assistance Center
Chevrolet Sales India
Fax No[protected]
E- mail - gmi.[protected]@gm.com
www.chevrolet.co.in
24X7 Customer Care Help Desk : 30308080



In response to:



Anup K Madai To
Choorai "gmi.[protected]@gm.com" <gmi.[protected]@gm.com>
<anup.k.madaichoo cc
[protected]@jpmchase.com> Kajal Iyer
<[protected]@rediffmail.com>,
01/13/2010 12:54 "anup.mc.[protected]@gmail.com"
PM <anup.mc.[protected]@gmail.com>,
"sc.[protected]@gmidealer.com"
<sc.[protected]@gmidealer.com>
bcc

Subject
Panels not matching up post repairs




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Hi,

I had recently got a repair work done on my new Chevy Spark, after it got banged by a bus from behind.

The boot lid, left filler panel and left tail light assembly were replaced and along with that a list of sealants. But, ever since I got the car back form repairs I have been noticing a slight rattling sound from the boot, which kept on increasing with each passing day. I got my car back from the initial repairs on the 3rd of January, and now I have sent it back to SC Auto, Thane West, on Monday, 11th January.

The current issues:

1. Rattling noise from the boot, and boot lock.

2. Incorrect aligned of the boot lid.

3. Wide gaps, far more than the standard gaps, around the left tail
light; and also between the rear windscreen and the side body panel. I checked the clearance on a standard Spark and it was not more than 5mm, but in my car, not only is it more than 5mm, but it keeps on increasing as you descend from the top of the windscreen.

Request you to please have one of your engineers look into the matter. My car has spent more time in the workshop since I bought it last month than with me. The first thing that happened was that the entire starter kit burnt out on the very first day that I got my car, and it was at the workshop for about 2 days. Then a week down the line, a bus banged it from behind in standing traffic, and it was back at the workshop for another 20 days. The registration number of my car is MH-04-ED-5154.

Best Regards,
M.C. Anup Kumar | Team Leader | Productivity & Quality | Investment Banking
| J.P. Morgan | 3rd Floor, B Wing, Technopolis Knowledge Park, Mahakali
Caves Road, Andheri (E), Mumbai - 400 093, India. | T: +[protected] |
M: +[protected] |
anup.k.[protected]@jpmchase.com<mailto:anup.k.[protected]@jpmchase.com> | jpmorgan.com