Hind Motors Mohali / Fiat India — Delay in service and harrasement

It all Started with the purchase of our Fiat Linea on 30th May 2007 . The sales representative Mr Sudhir Kumar from Chandigarh called as at the mohali branch for the delivery of the vehicle. The vehicle was delivered on time but the demo for the car and its digital accessories was not done. Sudhir assured that the same would be done the very next day at our residence and he would also provide us with the car cover and cushions and along with that would also deliver the excess amount cheque to us on Monday (01st of June 2009). He completed all the formalities and assured us to fulfil missing deals. I called him on 06th of June asking for the status of cheque, car covers/cushion and the demo, He replied with a silly excuse that the things are out of stock and about the demo he replied that the same can be self done by reading the manuals which were never provided. He again said that the cheque would be delivered on 8th of June 2009 as the director who had to sign the cheque is not available. Going further he stopped picking our calls. After then I visited Hind Motors Mohali and demanded for the cheque, I was surprised to hear that the cheque was still not made as they needed an application from the customer, which was not in our knowledge. I escalated the case to their senior (Mr Harkesh Sharma, Manager Sales. [protected]) and he assured me with the solution. The next day an executive came at our residence and picked up the documents which were required and since then there was no call or information regarding the same and we have still not received the cheque.



2. I again visited Hind Motors Mohali as there was a problem with company fitted music system ( USB Drive ). I was asked to meet Mr. Vijay in the accessories department, He asked me to visit sec-28 and meet the local dealer for Blaupunkt (Ajay, [protected]). The Next day I visited him.

He further had a word with the local supplier Mr. Panesar who again guided me back to Hind Motor and said that this matter would be taken care by the company itself.

I was really harassed by such behaviour and miscommunication. I then again visited Hind Motors and narrated them the same incident. Then the agent present at that point provided me with Dealer no. based in Delhi and asked me to call them, on calling that no. they further gave the number for the dealer based in Bangalore who never picked up the call. When I was harassed from all sides I then jotted a mail to Fiat India Customer Support through the website last month.

I received a sms on my mobile no. ([protected]) regarding the same which stated that I had to meet C.R.O based at mohali. Immediately the next day I visited Hind Motors, Mohali and met Sr. Customer Relations Officer – M.s Richa Sharma ([protected]) and narrated the incident which happened with me. She again assured me that the issue would be resolved by next day. Since then I had been visiting them but the problem never solved. I had visited Hind Motor 11 times and for the 12th time on 31st October 2009 . Again I was given another day with the assurance.

Inspite of mailing the above mentioned case I never received any call or sms regarding the same. The music system case was even highlighted to them before giving the car for servicing (2nd free service) but still it was not resolved instead I had to wait for long 6 hours meeting the people involved from top to bottom. The same issue was even escalated to the General Manager – Mr. Chug.



3. The 2nd service was done on 15th October 2009 and before servicing one another problem of power windows was told to the service advisor and the same was also not rectified. The window panes make a weird sound while rolling them up or down and to my surprise the same problem was not even mentioned in the job card. This incident reflects the carelessness and causality towards the work and customer satisfaction. I had also received a call for the service feedback on 23rd October 2009 where I had given them a ‘0’ for service, customer handling and customer satisfaction and also mentioned the entire case over the phone to the executive who called up. Though I was in roaming but I narrated each and every problem and again the agent hanged up with the assurance statement. Since then no sms or call regarding the same was received.



4. Fourth problem is with the right hand side front tyre which was reported to Hind Motors along with the 2nd complaint on 05th October 2009 . The tyre had a bubble on the outer edge. They gave me a letter addressed to M/S GOODYEAR TYRES, #48, Industrial area Phase-1, Chandigarh and I was called on 13th October 2009 by Mr. Ompal Kamboj – Customer Service Engineer ([protected]). He inspected the tyre and responded that the tyre is found with an impact from external object whereas there was no mark or scratch which could justify his statement and again he guided me back to Hind motors for further rectification.



All the Four above mentioned problem are still not resolved in-spite of escalating the case to the higher management and marking a mail too. The dealing experience with Hind Motors, Mohali had only blossomed so much harassment, wastage of time and fuel. I was forced to escalate the case again, Hoping the issue would be resolved this time.

Hope to get a positive reply from you.




Regards,

Rishabh Kaushik
#2834, Sector- 22-C.
Chandigarh .
160022.
Contact no. [protected]
Vehicle no. CH04-J-9319.
Model. – Linea (Top Model)
Chassis No. – MCA[protected]BQZ
Engine No. – 0013792.