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[Resolved]  Maruti Suzuki Swift VXi — Unbearably Bad Service

Here is another example of the lowest quality of service provided by Maruti. I am pasting the mail that I had sent to Cheif General Manager of Maruti Suzuki 2 months ago without any response from him till now!
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To
Mr. Pankaj Narula
Chief General Manager (Service)
Maruti Suzuki India Limited
Gurgaon


Subject: Dissatisfaction with my Swift issues & dealer’s service around them

Dear Mr. Narula,

Wish you and the entire Maruti staff a very Happy and Successful New Year!

I own a Swift VXI 2006 model car and I have had some of my best moments shared with this car as this happens to be my fist car. Prior to buying Swfit VXI, I have driven multiple cars (owned by my people) and was always proud of the value Marti delivered as a brand to its customers. The major reason to choose Swift over other brands was its technical strengths and overall promise of the brand value projected by Maruti as an organization.

My car dealer is: R.K.S Motors, Somajiguda, Hyderabad.

After I purchased the car, initially I had no issues and I was very happy with it. I drove the car at prescribed speeds for the 1000 KM limit, which I completed in a matter of 20 days. Right after this, I noticed a problem with the A/C. There was a strange smell from AC (a mix of chalk-piece, spirit and old damp dirty cloth kind of smell) when I accelerated the car at 1st, 2nd or 3rd gears. I took it straight to the dealer for repair and explained the issue, for which they said they cleaned the air filter and A/c blower parts and the problem is fixed.

To my surprise, the problem was far from fixed; I could observe the same smell from A/C right at the time of driving my car home from the service workshop. Then started a saga of follow-ups and check-ups with the dealer which continued through the 1st till 3rd service and is continuing till date after 2+ years of owning this car. The A/C smell problem is not resolved so far and I gave up surrendering to the technical incompetency of the staff working at this dealer location.

Just before my 3rd paid servicing, I noticed another problem, a strange sound coming from my brakes area especially front wheels whenever I applied the breaks. I informed this to be a problem and the technical representative said they will look into it. During the delivery of my car after 3rd service, he said the problem is fixed, which was true for a period of 2 weeks, only to return back. Again my saga of follow-ups and multiple check-ups with the service center started but right till this moment, my break noise issue is not resolved! This is only an addition to my existing A/C smell issue which remained unresolved for 2+ years now.

The break noise issue was first diagnosed as breaks cleanup problem, next it was diagnosed as metal touching the break problem, next it was diagnosed as the differential problem and I was asked to take less sharper turns with the vehicle (contradicting what you show as Swift’s USP in the advertisements) which I adhered to and now, it is diagnosed as just a problem! This time, I am afraid if this problem turns out to be life threatening by way of break-failure at some point of time and I simply cannot surrender to the technical incompetency for such a potentially big problem.

I see these two problems as an eloquent testimony of the technical incapability of the staff working at my dealer location. This has not only costed me my time and energy but have bought a lot of heart-burn towards overall Maruti’s service setup.

I believed Swift to be a safe and dependable car (which it was till it got these irresolvable issues) but me and many others like me would not be able to afford their time and money for the multiple visits to compensate for the technical inability of employed personnel at the service center. Especially with the potential situation of my 2nd problem around noises coming from applying breaks, I see it no less than life-threatening which has negatively impacted my confidence in the safety and dependability of the car.

I have great respect and pride in Maruti as an Indian organization which has played a great role in improving the overall standards of life for Indian car customer and is continuing its efforts to do so. But with issue like the ones I have with my car, not getting fixed on multiple painful visits, it is disheartening to note the state of your service setup which is again advertised as the USP for Maruti as a brand.

I believe one cannot own a product like a car without a strong technical service support. Due to this, I am now planning to sell my Swift VXI to buy another brand car. Initially I wanted to upgrade my Swift to an SX4 but I see very weak chance of that happening especially with competitor brands like Honda (Honda City to be specific).

For all the loyalty I had for Maruti and the love I had for my Swift car, I am taking out this time out from my busy schedule to write to you my heartfelt feedback. I seriously suggest you to look into the lack of technical knowledge of the staff at this dealer’s location and plan for upgrading it at the earliest.

I am myself a manager for software development in a reputed organization and I understand the importance of customer feedback to improve my products and services. I hope you also give the same significance and importance to a customer feedback and will take steps for improvement of your services to your customers.

Please let me know what do you want me to do with these 2 problems in my Swift car! I would love to hear from you before I take any further steps away from Maruti as a brand and a reputed Indian organization.

Thank you,
Ramgopal Marepally
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Complaint marked as Resolved Aug 14, 2020
Complaint comments  7 CommentsShareTweet

Comments

To,
Pankaj Narula(Chief General Manager (Service)

Hello I am Meju joseph, from Manimala in Kottayam(DIST)Kerala.I am an owner of Swift Dezire ZDI(Reg. No of the vehicleis KL34-8814) this is my fourth vehicle from Maruthi.I purchased it in 23nd January 2009 from POPULAR VEHICLES AND SERVICES LTD.KOTTAYAM.(Selling Dealer Code.DC-B-802)
Chassis NO. 148546.Engine No 1161782.

I have a serious complaint in my car.When the vehicle is in running, to shift the gear from 5th to 4th, then suddenly the engine off., especially applying clutch in 5th gear to 4th.this complaint will makes accident in running because we lose all controle in brake stering etc..

I told this complaint after delivery time onwards seriously but the service provider cannot identify or clear it, more than three times i gave my vehicle to check the problem.Now this complaint is breaking my peace of mind, I am sure they cannot clear it without your involvement.So you should take immediate action to solve this complaint as very seriously.This is my last way to approach the problem and I am stopping my letter with an expectation of an appropriate quick action from your side. Thanks From,

MEJU JOSEPH
VADAKKUMMURRY HOUSE
KARIKKATTOOR C.P.O
MANIMALA
KOTTAYAM Dist
KERALA. Pin.686544
MOB: [protected]
[protected]@yahoo.co.in
To
Mr. Pankaj Narula
Chief General Manager (Service)
Maruti Suzuki India Limited
Gurgaon


Subject: Problems with the Swift -VDI delivered to on 4 April 09

Dear Mr. Narula,

I own a Swift VDI model car and I have had some of my best moments shared with this car as this happens to be my III vehicle and changed from Santro to Swift. Prior to buying Swift VDI, I have driven many cars that are with me plus from my friends. The major reason to choose Swift over other brands was (1) many people use it (2) good looking (3) diesel with good mileage and some technical facts with this vehicle. But unfortunately from very first day I am facing problems like-

(1) III gear slips for fraction: this problem is very much irritating and I am not happy with this because not a single vehicle on road is having such problem. This I have observed on very first day i.e. on 4 April 09 itself. I have shown to dealer Automotive, Aurangabad on 6-9 April 09 and on checking of my vehicle no one is ready to accept the fact and every one is saying that it is not a problem at all. For my confirmation I have checked 4 other swift VDI from show room and 2 from friends and most of the VDIs did not have this problem. I have given a written complaint to Automotive, Aurangabad but till the date no response from the dealer. Basically problem with the engineers who have checked is that they are not accepting the fact and not trying to understand what actually I mean to say.
I am expecting first free servicing on 3rd May and if my problem is not solved or taken seriously then I will not be keeping mum because I have spent almost Rs 6 lakhs for this vehicle. I have sent you the one hard copy of the format (from Owners manual) duly filled with the detailed information and the same problem. I am expecting early action in this regards.

(2) Irritable vibratory sound- it is like vibration of some parts from all side within the vehicle. This gives me an impression that my vehicle is very old may of 2-3 years.

(3) Vehicle Stops on the road: all of sudden some times vehicle stops and I have to use the ignition. This again a dangerous and may cause an accident.

Please let me know what you want me to do with these 3 problems in my Swift car! I am expecting immediate action from your end and only that will stops me moving further.

Thank you,
Dr Babita Sanjay Suryawanshi
3/Vimal-Jyoti Hsg Soc,
N-9/M-2, Opp. Traffic Garden,
CIDCO, Aurangabad-431003
[protected]
[protected]@rntcp.org
Sir/madam

I am the customer of Maruti and I owned Swift diesel VDI ( MH31-CR 0851)since 15 months with my run of about 20000 km. During my second paid service at Maruti authorized servicing centre –Automotive at Nagpur, I found some irregularity regarding the service which I received at automotive.

I have following grienences about maruti authorized automotive service station.


1. I have given the vehicle for accident claim .They have done painting work which was not done properly . There are patches of the paint at dainting painting site which looks like an ardinary painting.I informed them about this, still they are giving me appointment for same .i already wasted 15 days for getting appointment.
2. I asked them for watch repair which They forgot and when I informed them about same, they gave me this excuse that oil damages the watch. If any time the engineer tries to repair the watch why didn’t they inform me about the watch while the vehicle is in service centre?
3. If I had taken initial appointment why they took three hours for making job card ?.

My job card no.161030 dated 7/5/2009


Please do the needful .
With best regards

Thanking you

Yours truly,

Dr.Pankaj Banode

[protected]
[protected]@gmail.com
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my car met with an accident and igot it repaired at davalikar service center ponda Goa.but i m not satisfied with repaires they maid.thier are so many sounds coming while driving.i m complainting them.they r asking to bring car again to ponda (GOA) .but i stay in belgaum (Karnataka)and it is very dificult to go there (150 km) i m fed up for the same.what to do

RDS Saboo, Somajiguda — Delay in delivering the Maruthi Swift LDI vehicle

Hi,

I am W.Sreekanth, working in Monster.Com, booked Swift LDI, red colour at RKS Motors, Somajiguda on 24Feb'10,with 50k as advance,while booking the vehicle sales person said he will arrange the vehicle in Max 30 days, but till i didn't get my vehicle, I am holding loan DD in my hand from past 10days, bank will start EMI from May,

Its not the complaint but treat this as priority and quick response.
Hope for the positive reply.

RKS Motors, somajiguda — Delay in delivering the Maruti Swift LDI vehicle

Hi,

I am W.Sreekanth, working in Monster.Com, booked Swift LDI, red colour at RKS Motors, Somajiguda, Reciept No.8202 on 24Feb'10,with 50k as advance,while booking the vehicle sales person said he will arrange the vehicle in Max 30 days, but till now i didnt get my vehicle, Iam holding loan DD in my hand from past 10days, bank will start the EMI from next month, I need the vehicle very urgent, If required I will pay complete vehicle amout and please arrange the car ASAP,


Regards,
W.Sreekanth,
[protected]

Maruti Suzuki / Swift VXi — Poor servicing

Dear Sir/ Madam,
I owned a Maruti Swift Vxi car for 1 and half years, i was very happy with the performance of the car, i serviced my car on time on APRA Automobiles at Gurgaon.

But in the starting of may 10, i got my car serviced for its first paid service, a lot of works were done by the dealer (i.e. apra automobiles, manesar, gurgaon). But the performace of my car is very bad after this servicing, pick has beed reduced, i dont know why? sometimes i feel that i am driving any 1000 cc car instead of my favourite swift.also car was very dirty from inside after servicing, the hands with grease seems to be whiped with the interior of the car.
Also a small sound of vibration start coming from the backside of the car after servicing.

I request you to kindly look into the matter.

Regards
Sachin Raj Saxena
[protected]
sachin.[protected]@spil.co.in

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