[Resolved]  Maruti 800 — MIsbehaviour and misconduct of service center staff

To,

The Chief Manager (Services)
Maruti Udyog Ltd
Gurgaon ( Haryana)

Sub:- Misbehavior and Misconduct by staff of Madhusoodhan Motors MUL Dealer at Agra


Dear Sir

This is very surprising that on one hand a company of high repute talks about C-SAT score and keep a very close monitoring of customer satisfaction and it is also been said that MUL trains thier staff and staff of dealers to make sure the customers get best services.On other hand local delaers and their staff have thier own rules and regulations laid down and do not run the company as per the MUL had laid down.

Today it has been a surprising to me as I had visited M/s Madhusoodhan Motors local Agra dealer for Maruti products for some complaint in my Maruti 800.

There was a leakage in oil chamber for which I took the car in the same service center.
The job card was opened keeping my car on road without understanding any issue from me and in job card it was mentioned timing belt change and adjustment.

The car was taken inside the workshop and with in 15 min the service machanic came to me stating that there are some more issues if I would like get the same done.He took me to my car and stated that there is a problem in clutch plates and pressure plate to which needs to be changed.

The conversation was on meanwhile a supervisor came ( Mr. Rakesh Kumar) and started misbehaving that customers are not allowed in side workshop while I stated that we are in discussion with mechanic for some more work which he is explaining needs to be done. On this he stated that "MERI WORKSHOP MAIN CUSTOMER ALLOWED NAHI HAI TO NAHI HAI" When I stated that give me some time to complete the conversation he manhandled me and taking grip of my cuff pushed me to get out using some abusive language and stating "JAANE KITNE TUM JAISE ROOZ YAHAN AATE HAI AUR CHALE JAATE HAI" .............GADI KI SERVICE KARANI HAI TO KARO NAHI TO BAHAR JAAO......
I decided to meet the owner and I would meet Mr. Rachit S OF M. Ramashankar Goyal MD of Madhusoodhan Motors and on explaining him about the instant he insted of taking for some action stated to his staff that ' JO KOI WORKSHOP MAIN JANE KI ZID KARTA HAI US CUSTOMER KO BAHAR NIKAL DO SUR GADI KI CHABI PAKDA KAR KAHO AAGE SE YAHAN SERVICE KARANE NAHI AAYEN"

Need a appropriate action and advice....


Regards

Anurag Kapoor
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