[Resolved]  Maruti Suzuki — Facing 'Severe Harassment" by Gulzar Motors Ltd., Ludhiana

June 19, 2008


Gulzar Motors Ltd.,
Dholewal, Chowk,
Ludhiana.

Subject: Facing Severe Mental Harassment

Attn.: Sh. Harkirat Singh (CEO)

Dear Sir,

I dropped my Baleno Altura No. PB10 AQ 0050 at your workshop on 13-5-08 for service & repair work. The rear bumper, hood & right side of the body was to be repaired under insurance claim. In the past also (last in 2006), I had dropped my vehicle on two occasions at your workshop for major repairs, but promptly received my vehicle back with all the work done in 4 to 5 days and in excellent condition.

This time, the repair work was not at all major, but even after 10 days; when no call was received from your workshop about my vehicle, on 22-5-08, I called up your workshop to enquire about the status of my vehicle & was told that its ready and I can take the delivery. As 10 days had passed & I urgently needed my vehicle, I immediately went to your workshop. When I inspected the work done on my vehicle, it was a very unpleasant sight. The repair work was very badly done. The rear bumper was dented, the rear door of right side had numerous dents, and the front door of right side was half repaired. This was about the work they had completed in 10 days. And further, my vehicle was blessed with fresh scratches on the left side, damaged corner of the bonnet, and damaged right side window beading. I was very upset. Its been 4 years & I am very possessive about my vehicle. It has metallic blue color which I had especially got from Maruti after waiting for 1 ½ months in 2004. I have never faced any technical problem and I’ve kept it in immaculate condition. Your staff admitted their fault and promised to repair it again and deliver the same in coming 3-4 days.

After 9 days, on 31-5-08 (total 19 days), I received the call from your workshop that my vehicle is ready. I particularly asked the caller Mr. Uppal to please check the vehicle personally if the work is completely done, if the beading has been replaced, if the rubbing has been done, etc. After ½ an hour he again called up & assured me that he has personally inspected the vehicle and all the work has been properly done. Feeling satisfied, I went to the workshop but only to get a “rude shock”.

This time, I was badly upset to see the condition of my vehicle appended below:

• The rear bumper was still dented
• The rear door still had numerous dents which anybody could see & feel with bare hands.
• The paint job did not match the original color and that too up to the extent that it was very clearly noticeable with naked eye.
• The right door was again not repaired.
• There was fresh scratch on the right door.
• Fresh scratches on the hood, which was repaired & painted 10 days back.
• Beading was not replaced, it was still dented.
• Fresh scratches on the roof.
• Fresh scratch on the ski rack (railing). That was really a brave effort.
• Fresh scratch (this time real big one) on the left side.
• Fresh dents & scratches on the right side fender.
• So called repaired & painted bumper, bonnet, and many parts of the body were very rough. That means that no rubbing had been done & the paint job had been done in such a careless manner that the balance exposed body of the car had also been spoiled.
• Etc., etc., etc. I could not bear the sight any more.

Mr. Aman who works for your insurance department, had inspected my vehicle on 1st day i.e. 19 days back on 13-5-08 & also knew the condition (immaculate) of my vehicle and your works manager Mr. Sharma inspected the vehicle and were also surprised to see the condition & the work done by their staff. My vehicle had literally been ruined. I even called you up & apprised you about the situation & also requested you to personally get the stock of the situation.


While I was standing with your staff around my vehicle & was telling them about their carelessness (scratches and all) in handling the vehicle, some of your driver who was driving a swift car, zoomed past my car by scratching the newly painted rear bumper. This all happened in front of your whole staff. It clearly shows how insufficient & careless your staff is in handling the vehicles of the customers, lying at your workshop. And the Gulzar Motors Ltd. is claiming the IS0-9001 status. What parameters are you following! Anyway, your works manager, Mr. Sharma assured me that this time I would definitely get my vehicle back in perfect condition in 4-5 days time. But in vain!

I had to go on a urgent business tour & family vacation by road, but was keeping on delaying it in the wake of getting my vehicle back. But even after 20 days & no sign of getting my vehicle back I took a taxi & went ahead with my programe.

After 7 days, on 7-6-08 (total 27 days), I called up Mr. Sharma to enquire about the status of my vehicle but got no satisfactory reply. I again told him that I had to go out of station on 14-6-08 & I need my vehicle latest by 13-6-08. He promptly assured me not to worry as the same would be delivered to me well before 13-6-08. But again in vain!

On 13-6-08 (after 31 days), I even called Maruti’s Engineer Mr. Rakesh Sahdev and apprised him of the situation. He promised to call me next day after reviewing the situation, but never showed any courtesy to call.

This is really too much! Just imagine my situation, inspite of having a wonderful vehicle; I am vehicle less for the last 37 days. My whole work schedule suffering. I have to cancel many important assignments, outstation traveling and the mental harassment I am going through in the absence of my vehicle. And your responsible staff never bothered to show any courtesy to call & is behaving in a very un-professional attitude.

I would ask you to treat this letter as an NOTICE from my side and I demand a COMPENSATION of Rs.500, 000.00 on the part of “Careless Attitude & Deficient Service” provided by you and the “Mental Harassment” I am facing for the last 37 days on the grounds appended below:

1. 1st Time the work is not done properly and vehicle is further damaged lying at your workshop.

2. 2nd Time, the whole work (denting, rubbing, painting, etc.) had to be done again. Further, the vehicle is again badly damaged lying at your workshop.

3. 3rd time again, the same work had to be done again and in addition, the extra scratches, dents, parts had to be repaired / replaced which were damaged lying at your workshop.

4. Repairing the same door 3rd time by filing & denting, the thickness of the metal sheet would definitely come down and it would possess a great safety hazard in an unwanted situation of an accident. The door has to be replaced.

5. Is the regular & simple job, like in my case consumes so much of time that you make the person vehicle less for such a long period and forget!

6. The “Mental Harassment” I am going through for the last 37 days and your responsible staff doesn’t even bother to call & is behaving in such an un-professional / arrogant manner.

Due to very un-healthy attitude / approach of your company and in the absence of my vehicle, my work schedule has been badly affected; I have to face financial losses and still going through mental harassment. I would request you to deliver my vehicle with all the work done including the replaced door (right side – left) and would ask you to compensate me with the amount mentioned, against the “Mental Harassment” I am facing in the coming 10 days. Otherwise I would be left with no other option but to proceed for legal action against your company.

Sincerely,


Vivek Mahajan


Copy To: Maruti, Gurgaon