Maruti Suzuki Swift VDi Abs — Delivery delayed

Dear M/s Sai Service Station,
We are doctors who work at the Amrita Institute of Medical Sciences, Kochi. We had booked a Swift VDi ABS on the 6th of January, 2009 at the Sai Service Station, 50/115L, Cheranalloor Road, Edappally.P.O., Kochi, Kerala. We had paid a sum of Rs.50, 000/- (Cheque No: 083380 - DLB) as the booking amount (Booking SL No.E.0543). We wish to gift it to our brother, who is getting married on the 19th of April, 2009.

Although the Order Booking Form handed over to us shows the ‘Model Booked’ as Swift VDi IM – We had called the customer sales executive Mr.Noufal TA within an hour from the time of booking & requested him to change the model to the ABS variant. Inspite of our request, the order form was not changed as per his oral re-assurance that it’s done.

The Approx.Delivery Period was marked in my order form as Feb 25th 2009. M/s Sai Service Station, Kochi or the customer sales executive did not have the courtesy to call us for the whole of last month, post-Approx.Delivery Period. Although we called them several times, the response was extremely sluggish. Now since it is almost 3 months since we had booked the car; we called Mr.Noufal TA (customer sales executive) again today. To our desperation, he responded as coldly as usual and said that there is nothing else he can do since the vehicle has not had its transit out from the Maruti Udyog Ltd Factory yet. This off-handed comment implies that the product is not going to get delivered anytime in the near future & our purpose will remain unserved..

Eventhough our fellow-doctors & friends were persuading us to buy a car from other manufacturers/dealerships – it was our own decision after a lot of home work, cybersearch & research that we decided to go for the Maruti Suzuki Swift (The real Emperor of its class) from the Sai Service Station Ltd (The real leader in Maruti Sales, Service & Spares in India). We had high expectations about M/S Sai Service Station Ltd & their customer care due to their nationwide acclaim. This is exactly not the quality of service that we customers expect from such a reputed firm. Buyers are ill-treated and are taken for a ride. This attitude must cease to exist if Sai Service would like to retain Maruti’s traditional goodwill.

If the delivery is going to get delayed by another 2 weeks; the whole purpose behind our purchase is going to get spoiled. Our brother will not receive the gift that we promised him. This is of great sorrow & utmost displeasure to both o[censored]s…

We are not sure whether Maruti/Sai Service is truely worried about all these emotional issues or just worried about sales of their products. Incase, they are, they must regulate their dealerships by asking them to be more realistic, sincere and honest. It would have been so helpful to us for planning if Sai Service, Kochi would have intimated us about the real time delay sufficiently early. We really feel bad & cheated. If these issues are resolved, it shall make a huge difference to the customer attitude towards your esteemed company and dealerships.

Thanking You,
Yours faithfully,
Dr.R.Rahul Lakshman & Dr.Lakshmi.R.Lakshman
Amrita Institute of Medical Sciences, Kochi, Kerala