[Resolved]  Maruti Suzuki Sx 4 VXi — REPLACEMENT OF NEW CAR

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Lt. Col. AK Mathur
Spokesman for Army
Public Relations Office
Srinagar, J&K
(M) [protected]
e mail : [protected]@gmail.com

To
Mr Pankaj Narula,
C.G.M. Service,
Maruti Udyog Limited,
Gurgaon, (Haryana)
Email : [protected]@maruti.com

SUB:- REQUEST FOR REPLACEMENT OF NEW SX4 (VXI)

Respected Sir,

1. With due deference, I beg to submit that I am posted in Srinagar (J&K) and presently on leave for 4 days to celebrate Diwali with my family in Jaipur.

2. I am a loyal Maruti owner (Maruti Van Omni 8 seater) since March 1999. On 27th August 2008, I purchased a new Maruti SX4 Vxi (chassis no. 134964, engine no. 1358786) from M/s.Stan Autos Private Limited, Ludhiana, Punjab vide their Invoice no.SX4/00492 dated 27/08/2008.

3. I got the first free servicing done from JR Auto (code number 0273) Vasant Kunj, New Delhi on 08 October, 2008.

4. My humiliating and agonizing experience with SX4 and Maruti services on 25th October, 2008. At approx. 12:30P.M near Moolchand hospital, Lajpat Nagar, New Delhi. I along with my family underwent the following agonising experiences in middle of Ring Road and onwards :-

(a) All electronic systems failed.
(b) A.C stopped functioning.
(c) Window panes couldn’t be pulled down.
(d) Horn stopped functioning.
(e) Engine stopped and couldn’t be restarted on self.
(f) The entire traffic on road stopped with hundreds of vehicles around us with the result even the doors couldn’t be opened.
(g) My wife and children started feeling suffocated.
(h) Enraged crowd and my family started cursing the new SX4.
(i) I called up Maruti Helpline no. 39391515 and they promised to send mechanics in 10 mins. but they didn’t appear for nearly 3 hours.
(j) After half an hour traffic police came I requested them for help by showing them my I.D card of Army officer. They helped me in pushing the car on the road side.
(k) I sent my family in auto to Noida and started waiting for Maruti repair team. I reminded Helpline almost 10 times.
(l) At approx 4:30 P.M. team came and I along with SX4 went to Rana Motors Private Limited, C-47, Okhla Industrial Area –II, New Delhi. .
(m) They repaired the vehicle and Old alternator was replaced with a new one vide their cash memo no. BC08014573 dated 25/10/2008 and the Vehicle was handed over to me at 7:05 P.M with the following instructions:-

(i)Keep the engine on so that battery gets recharged by the new alternator

(ii) Don’t switch on A.C nor the stereo to conserve energy of the battery.

(n) At 8:30 P.M. I reached Noida. To ensure serviceability and dependability, the moment I started the car there were very loud crackling sounds coming from the engine.

(o) I immediately called Maruti Helpline, a team from Rohan Motors Sec.-1 Noida arrived and diagnosed that the alternator belt was broken. They expressed their inability to repair the car since car was required to be taken to their workshop.

(p) They promised me to arrange the crane for towing the vehicle to the workshop They went away and the SX4 remained out of order with me and my family remained stranded throughout the night.
26th October, 2008:-

5. The next morning on reminding the Maruti repairs, a crane from M/s. Om Sai Break Down Crane Service, Sharma Market, Noida towed away my NEW SX4 (the copy of challan no. 628 dated 26/10/08 enclosed) to Rohan Motors, Sector-1 Noida which was entered at 09:33 A.M.

6. The following was diagnosed :-
(a)An incompatible alternator was fitted by Rana Motors on 25th October, 2008
(b)Since, alternator was incompatible it broke down A.C belt and Alternator belt. The fragments of which entered the timer system.

7. New alternator was fitted along with belts by Rohan Motors Pvt Ltd., Sector-1, Noida vide their jonb card no. JC08026064 dated 26/10/08.The entire work was
completed by 5:20 P.M. Thereby, wasting my 29 hours and costing me two days of leave out of four days. And my entire leave plan was jeopardized.



27 October -31 Oct 2008

8. At 9.30 AM on 27 Oct 08, I left for Jaipur. After driving for approx 260 km, oil warning blinker indicated to me that oil was dangerously low. I reached Prem Motors, Sikar Road Jaipur and deposited the Car at 6 PM. I was told by the works manager that they did not have oil seal and they had placed order to their Chandigarh dealer, which will take 4 days to reach them the earliest.

9. On 28 and 29 Oct Maruti Workshops remained closed in Jaipur. On 30 Oct 08 I, spoke to Vipul Motors, Jhotwara Jaipur who promised me to procure the Oil Seal No[protected] and get the vehicle repaired in 2-3 days. Vipul Motors sent their mechanic alongwith me to Prem Motors to examine the damage. I was advised by Prem Motors to put oil in the engine and take away the vehicle. I purchased 2 (two) liters of engine oil for Rs 500/-. The mechanic of Vipul Motors drove the vehicle and shifted the vehicle from Prem Motors, Service Station Jaipur to Vipul Motors, Service Station, Jhotwara Jaipur at 12.40 PM. They diagnosed that pieces of belts have damaged the sealing system and required extensive repairs. Since my leave had finished I alongwith my family returned to Delhi by bus.

10. For no fault of mine the vehicle is still off road even after seven days due to incompetence, negligence and oversight on part of Maruti repair system.

11 The horrifying experience has caused a permanent fear –psychosis in the mind of my wife. I am posted in J&K and the car has to be driven by my wife who is just not ready to enter this particular car due to fear.

12 MY PLEA

It is apparent from the above that the vehicle has instilled distrust in my mind . In view of the above you are requested to REPLACE my car with a new SX4 (preferably with same colour) latest by 01Nov 08 failing which I will be constraint to take the following steps –
(a) Fight for my right for replacement of the said rejected vehicle.
(b) To initiate legal proceeding against your company for compensation towards replacement of vehcile with new vehicle and also for agony and humiliation suffered by me and my family.
(c) Same harassment may be highlighted through the reporters from T.V channels to highlight the negligence of Maruti Quality control and Repair System as I am at present DEFENCE SPOKESMAN in media.
(d) Write to leading national dailies to publish my pains and experience which .may result in causing serious damage to the reputation of Maruti Suzuki Ltd..
(e) The above actions by me will also affect popularity and future sale of Maruti Vehicles vis-à-vis other cars in the competition
13 I am leaving for Srinagar on 03 Nov 09. Please deliver my car to my wife at the in the following address :-
MRS SUMAN MATHUR
C-5, 38 VASANT KUNJ
NEAR DPS VASANT KUNJ
NEW DELHI
TELE :[protected]
MOB : [protected]
Your aggrieved customer,
Lt. Col. A.K.Mathur

Bravo, Lt.Col,

You taking the option of taking them to court is the right decision. Please do it as these companies think that they can get away with murder.
You bringing in the media is the best option and I guess you should call in all the channels local and national. Blast Maruti, because I can understand you problem.

Regards,

Sunny