[Resolved]  Maruti Suzuki — Service related Complaint - Wagon R

Address:

Thane, Maharashtra

Dear Sir,

I regret to state that country’s biggest four wheeler manufacturer has a very casual attitude towards the customer service. I had always admired Maruti for its reach / spread of its service center but according to me the service has literally deteriorated over a period of time. I myself experienced such a pathetic customer service.

Background : This is regarding my Wagon R – MH04 CJ669, I bought this car on 30th April 2005 from your authorized service centre Sai Service – Vasai Branch. I was completely satisfied with the performance of the car.

Later on 2nd June, 2007, I met with an accident during my trip to Goa and thus handed over my car to Sai Service – Goa for repairs on 4th June, 2007. I got my car back on 12th July 2007. I brought my car back to Mumbai, there were some complaints for which I contacted Sai Service – Vasai and most of the complaints were resolved. But all this lead to a water leakage, I raised this complaint several times but there was no resolution and I had to live with this problem for more than a year. Finally I got fed up and approached your Mumbai office, and when Mr. Nagesh intervened the issue finally got resolved in August 2008. But this delay had actually spoiled the interiors of my car specially the carpet. Moreover I always raised a complaint of rusting in the front body, and little vibration in the driving seat as well but this was never taken seriously by your service center and every time I was told that its normal and there is nothing serious.

Current Scenario : I took my car for a free check-up camp on 21st Feb, and was told that there is “Engine Oil leakage” but problem is not acute. Later in the last week of April 2010, I approached Sai Service for servicing of my car and was informed that there is a oil leakage from suspension of the car as well thus Front Studs, bushing etc needs to be replaced.

I gave my car for the necessary repairs on 3rd May 2010. On 4th May, I got a call from Sai Service stating that due to rusting both RH & LH Front Apron needs to be replaced. I explained them that this could be due to inadequate or inferior Antirust treatment done at the time of repairs in Goa, but as per them nothing can be done now. Since this was very critical I gave them a go ahead to do the necessary repairs with clear instructions to complete all the repairs at one go. Initially the work got delayed as there was shortage of man power, but after lot of follow-up for almost 18 days, I was informed that the car is ready and I can collect the same. When I visited Sai Service to collect my car I observed only work related to body shop (apron) is being done and rest everything was pending.

I had no other option besides leaving my car once again for other repair work and finally got my car back on 27th June. This time except suspension all other repairs were done and I was advised to get the suspension repaired after rainy season. I spent an amount of Rs.38457/- towards the repairs, and was given an estimate of 10000/- for suspension work which was pending.

Later I observed that there is a water leakage in Front – LHS of my car, I again contacted Sai Service, and they collected my car on 7th July and returned the same on 9th July stating the issue is resolved. It was raining throughout the night and when I checked my car in the morning there was ample amount of water inside the car. I again visited Sai Service on 10th July and I had to leave my car again. I was waiting for an update on my complaint but they don’t even have that courtesy to update me on the status of my car, I finally called up on 13th evening and was told work is in progress and will take another 2 days. 6 days already got over and I have no update on the status of my car, surprising.

All this has spoiled the interiors of my car, carpet was completely wet and smelled like a rotten egg, cushioning below the carpet was missing, car roof was dirty, seat covers are also dirty, also there are even some scratches on the LHS of the bonnet. Also the reverse horn and music system was not working. I never expected such takeaways that too after spending a substantial amount of Rs.38457/-.

This time on 10th July, I was given a service vehicle to use but this car was so dirty that I had to spent Rs150/- for the cleaning of car. There were ear buds, toothpicks, pieces of wet news paper were laying inside the car. Moreover there was hardly any petrol in the car, I was lucky enough to reach petrol pump. This car also has a water leakage and carpet smells badly.

Takeaways…
• The car was not properly repaired in 2007, especially inadequate / improper antirust treatment resulted into rusting and water leakage.
• Initially in 2007, basic problem of water leakage took more than a year to get resolved.
• Water leakage and rusting lead my car to its current condition, wherein such major repairs were required to be carried out.
• I am struggling to get my car repaired since past 40 days, but service center is still taking its own sweet time.
• Lastly I think there is no sensitivity towards the customer complaint. I am feeling cheated.

I am disappointed the way the case is being handled. I had always recommended Maruti as a brand to most of the colleagues & friends but now I regret doing so.

I am not sure when will I get back my vehicle and in what condition? I would be highly obliged if you could intervene and help me in getting my issues resolved on top priority.

Warm Regards,
Ashu Agarwal
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