[Resolved]  Maruti Suzuki — Experience with Dealer

Address:

Thane, Maharashtra

I was very excited on buying a car on my own this year.
My father owes a HPCL petrol pump.
This is regarding a bitter experience for buying a A-star (zxi model) from one of your dealers in thane.
On 21.04.2010 I got a proforma invoice from NAVNIT MOTORS,THANE of Rs.4,66,284/- including registration and 3rd year warranty price.
I exchanged my Maruti 800 (5 stroke) for Rs.40000/-.
I gave Rs.10000/- as booking as charges and Rs 100,000/- as down payment.
The problem with started then onwards.

I am happy about my purchase of a Maruti product due to the high quality of the product and goodwill of the manufacturer. The purchase process was not an experience I anticipated.

I also came to understand that your salespeople were not trained as none of them knew what proper documentation is required.

Till date none of the employees from Navnit Motors had called from the front and asked the details or any pending documentation.
After the remaining amount was credited from the HDFC bank in their account I expected a call but I still didnt receive any.
I called myself again to enquire whether they have recevied the money or not??
After this I was committed that I shall receive the car delivery within 4-5 working days.I requested them to do as early as possbile.

To my horror I received a call from Mr.Dharmendra Tripathi mentioning that my documentation has huge problems.
He asked me come down to thane and hand him the original copy of my electricity bill.It was not possible for me reach thane so he sent a guy who took the required bill without checking it.

Again in the noon Mr.Tripathi called me and this time he raised his voice too high.Misbahaving a lot and no knowledge at all to talk to a female,complaining that i did not gave him the correct documentation coz of which he cannot process for the registration.
I repeatedly said that their guy should have cross checked it,but questioning on my corporate knowledge he continued his misbehaviour.
Neither agreed for the cancellation nor refund.
It got impossible for me to communicate with him.I handed the phone to my father to talk and he requested that just deliver the car we shall do the registration ourself. He again denied saying he has already given the pay order for the registration.
How come the pay order is given before he was sure of the documentation??
How atrocious and unproffessional?

Later I understood that this is the case with all dealers.Buyers are treated like motorcycle buyers and taken for a ride. Buyers are misled to think that the dealers are offering good deals and freebies. This attutude must cease to exist if Maruti wants to
retain its traditional goodwill.

This continued until their employee Ms.Aruna called to apologise and requeted to hand over the correct document to them.I asked her that sent someone over to collect right away.
But she said you can give us tomorrow too!
I appreciate this.

Adding,I just requested for a choice number as the total of 21.But ealiear their salesman said it shall charge Rs.3500/- then changing it to Rs.3000/- and finally Mr.Tripathi said it shall charge me Rs.2500/-. No proper explaination was provided to me on the part of the price.This attitude must cease to exist if Maruti wants to retain its traditional goodwill.

I am not sure whether Maruti is truely worried about these issues or just worried about sales of their products. Incase, they are, they must regulate their dealers by asking them to be transparent in pricing.

My purchase might just be a small contribution to Maruti. If these issues are resolved, it shall make a big difference to customer attitude to your company and dealers.

Happy selling.........

Thanks,
Yours faithfully,
Farheen Nomani.