[Resolved]  Maruti Suzuki Sx4 ZXi — Engine Problems

SX4 Engine Problems – Issue with Khivraj Motors and Maruti Udyog

Date wise sequence of events.

11th July: I have taken my SX4 to Khivraj Motors (Gemini Chennai), as there was a loud noise when the car runs and also some amount of misfiring due to which the car stops at certain intervals. This case was assigned to a service staff by the name of Jagadish. I was told that Khivraj motors will only accept the vehicles on Saturday and Sundays and hence will not check to see what the problem is. Only on Monday will I be told about the problem and the costs that will be incurred. Additionally Khivraj also told me that the checking will be done only if I sign the job card on which the estimates are there.
The job card costing reads
Spares (Rs 1500) and Labour (10000 Rs). Total 25000 Rs
The demanded repairs on the job card states
“Check for engine noise and engine misfiring”. “If any major get approval”
Since the costs were on the higher side and I asked them, why have you quoted so much when you have not even checked the car, I was told by Jagadish that it is a mere formality to start the checkup. The Servicing Incharge Suresh then told me that the final costs will be told only once the car is checked and then only will any repairs be carried on with my approval. Based on this I signed the document and left.

13th July: No response from Khivraj.

14th July: No response from Khivraj.
I now call up Jagadish and find that his mobile phone is switched off. I call up Khivraj directly and am told that there is no job card for my car. I was shocked and when I told them to check again, another service representative came on the line and told me that indeed the car is with them but they have not yet checked the problem. I asked him if he can give me the cost estimate to which he stated he did not have any idea. He told me that he would call me shortly but there was no response.

15th July: No response from Khivraj.

16th July: No response from Khivraj.

17th July: No response from Khivraj.

18th July: Still there is no response from Khivraj. I now send an email to Pankaj Narula, Chief General Manager, Service, Maruti Suzuki India. The other recipients of this email are
sanjay.[protected]@maruti.co.in,
vkrishna.[protected]@maruti.co.in,
pankaj.[protected]@maruti.co.in,
gb.[protected]@maruti.co.in,
[protected]@khivrajauto.com,
[protected]@khivrajmotors.com

Within an hour of sending this email, I receive a response from Litjins John, stating that the car will be ready for delivery on 21st July. No costs have still been mentioned in the email.
John then calls me up on my cell phone to apologize for the inconvenience. I again ask him what is the total cost and he says that it’s very minimal and will be told to me on Tuesday. The service staff Jagadish also calls me up and apologizes for not being able to inform me the status. He states that he was in a training program for 4 days and hence his cell phone was switched off. He was unable to work on the car also. I ask him for the cost to which he mentions that he has no clue but feels that it is very minimal. We agree upon the delivery date of 21st July.

21st July: Jagadish calls me up to inform me that the car is ready for delivery. I am thrilled and ask him what time I can be there to collect the car. He tells me that a final road test is pending and I can come at 5.00pm to pick the car. When I ask him about the costs, he tells me that the entire work is completed for 6000 Rs only.

An hour later Jagadish calls me up and informs me that they discovered some more issues during the road test and need to work on the same. I ask him what is the problem about, and he said that some minor issues needs to be rectified. He also stated that these issues are due to an incorrect servicing done previously. He now tells me that he can deliver the car on 23rd.

23rd July: Jagadish calls me up and tells me that the car is now finally ready for delivery and the road test went fine. I now ask him what the cost is and he tells me Rs 23000. Now I am shocked and asked him what happened for the cost to go up from 6000 to 23000 within one day. He tells me the labour costs went up considerably as there was some major problems. He tells me that the labour cost came to around 11000 Rs. He also stated that all the issues with my car are due to incorrect servicing by my previous service center Autotech (which is also an authorized maruti service centre) I am furious now and call up the Chennai branch of Maruti to lodge a complaint. I am unable to get to anyone. Hence I again send out an email to which a person by the name of Jagadeesan from Maruti Udyog calls me up. I understand that he is the regional incharge of Maruti. When I explain the entire case to him, he tells me that Khivraj has always told me the costs that will be incurred and I always accepted the same. He also gets rude with me and tells me that I am a liar and people like me should never become customers with Maruti.

24th July: Mr Pradeep and Ms Swati from Autotech calls me up to speak to me. They state that it is urgent and cannot discuss anything on the phone. I agree to meet up with them and they arrive at my office. Both of them were visibly broken down and pleaded me not to take up the issue as Jagadeesan has threatened them that since they have done an incorrect servicing, they need to bear the cost and also convince me to back out of lodging a case. If this is not done he will ensure that the license of Autotech is cancelled and they will have to close down their Maruti business.

This kind of behaviour and approach from Maruti (Jagadeesan) and Khivraj is absolutely not acceptable and will be taken up at all levels from my end.