[Resolved]  Maruti Suzuki India Ltd — Delay in delivery of car after booking

Dear Sir,
It is with extreme disappointment and distress that I write to you, but I have been left with no choice. I booked a Maruti Swift VDi on May 3rd 2009. The booking was made through Vipul Motors Pvt. Ltd. (NIT Faridabad, Mathura Road). At the time of booking, I was told that the approximate wait time will be 12 weeks.

I tried to call them & asked for the status of the booking. Everytime, either they had no clue of this or made the meaning less excuses like Maruti is closed for some time etc etc.

This is just to inform you that i have been working with one of your A-Class vendor i.e Sanden Vikas India Ltd & very well know that Maruti hasn't been closed except on weekend since inception of FY'09.

I strongly feel that there is lack of transperancy in their system. Either they are intentionally not giving us the booking to use the same some where else or for the means of harrasment. We should atleast know the status of our booking or pendency of booking over there enabling us to track the same.

What makes the delay all the more disappointing is the level of service (or the lack thereof), during this period. At no point, not even once, has anyone from the dealer to Maruti called me to inform me of the delay or explain plausible reasons for the delay. Every single time, I have had to call and find out about the delivery update (if any).

Someone known to me booked the SAME car (Swift), SAME model (VDi), from a dealer in Punjab on the date later than my date of booking . He has received delivery of the car with in couple of weeks or maximum three to four.

Even at this point, neither the dealer nor the Maruti is able to tell me a date by which I can expect the car. Not receiving the car is bad enough, but it is completely ridiculous if I can't be told when I will receive the car, after so much of waiting. When I contacted the dealer, I was told that they have no information from Maruti about this. The dealer has forced me to speak directly to Maruti, and hence this email.

After so much time of waiting, with no sign of the car or even a firm date by which I will receive it - is this the treatment one expects from 'India's leading car manufacturer'? This can hardly be described as 'just-in-time' supply chain management, which other Japanese car manufacturers are known for.

Your website claims that your vision is 'creating customer delight' - I can assure you that this customer is far from delighted.

I realize that my situation may not be unique, but I find this level of service completely unacceptable. The least I expect is to be regularly informed and compensated adequately for the delay.

Please let me know if Maruti Udyog Limited finds this request unreasonable.

I appreciate the time you have taken to read this

Your earliest action in this regard shall highly be regarded.

Thx

Paras Kalra
91-[protected]