| Address: | Bangalore, Karnataka |
Vehicle Details:-
KA-51-MA-xxxx (Swift LDi)
Purchase date : 23/7/10
Dealer: RNS Motors, Bommanahalli, Bangalore
I have a couple of Major issues to bring to your notice right from the issue I faced in my car, to the customer interaction with Maruti.
Please find the details below:-
1) 16/11/10 - I find that my car has a peculiar front windscreen water leak (Very severe during the rain).
2) 17/11/10 - Since I felt this is a manufacturing defect, I thought I would take it up with Maruti directly. So I contacted the Toll Free number[protected] and the complaint number being [protected] (still not resolved).
3) 19/11/10 - Since there was no response I called up Bangalore regional office @ [protected] and spoke to Mr.Dinesh.
Meanwhile I talked to my dealer and had an altercation wherein the dealer was not ready to pick up my car from office saying its not a service issue! He clearly said, if it was a service issue he would have picked the car. In fact I was too busy those days and couldn't get time to take my car to the dealer either and it was raining quite heavily in Blore.
4) By 24/11/10 I lost all my cool since till then NOT A SINGLE CALL WAS RECEIVED FROM MARUTI. In the last whole week I had send multiple emails to [protected]@maruti.co.in as well with no avail. I dialled head office number @[protected] and got in touch with Mr.Mathew.
Following his intervention, one Mr.Thyagarajan called from Bangalore Regional office and the car was picked from my office (by RNS Motors) on 24/11 and returned in two days with an assurance that the leak is fixed. The funny part is that throughout the whole of first day at service center they were not able to reproduce the issue!
5) 10/12/10 I happened to wash my car after a long gap of 2 weeks. Sorry about not checking the leak because I trusted Maruti to fix it, neither did it rain again in Blore, nor I had time to check. Anyways, alas! the leak was back with just 1 min of watering the top of my windscreen using my domestic water hose.
6) 11/12/10 Got in touch with Mr.Thyagarajan and told him about the recurring leak. I did insist on removing the glass and refixing it to who ever I had spoken to in the first repair effort. So this time again I requested them to do the same.
7) 12/12/10 Since a replacement car was not available on Saturday, RNS took the car from my home only on 12/12/10. Meanwhile I had taken pictures of the leak as part of my personal testing. In fact I also showed the leak 'live' to the driver who picked my car Mr.Basheer (RNS Motors). I had watered the car just moments before he reached. So by now twice I reproduced the issue.
8) 13/12/10 By noon, RNS Motors call up and tell me that they cant reproduce the leak even with a high pressure pump. Strange, but true! I thought I would have a word with Mr.Thyagarajan so I called up Bangalore Regional Office and to my shock there was NOT A SINGLE PERSON from the service department to answer my query. I have an audio recording which I had with the receptionist on the same wherein she says clearly "at that point of time there is absolutely no one at Bangalore regional office from the service department to speak to me". The call was made at 3:45pm. SO I called up Head Office @[protected] and to my dismay no one is picking up my call at all!
Finally Mr.Thyagarajan called up a 4:45pm and had a very heated debate over the whole issue. He told me the same thing that they are not able to reproduce the leak and I HAD TO SHOW IT TO THEM. I told him very clearly that when I have photographs and when I have shown the driver the exact leak, why do I need to prove that again. I also asked if it is not his teams inability or lack of expertise which is causing the issue. So very politely I told him that if he gives in writing that his team is incapable technically, then I can show the leak to them on which his tone changed and showed a more arrogant manner of talk. Keep in mind I was so pissed of with trying to contact Maruti since noon and then someone says I have to show the leak to them, I really feel defeated.
I really don't know why they can't find the leak at the first place and secondly not believe my words or the pics which I have of the leak and just replace the beeding and refix the glass. Its simple arrogance in the showing from Maruti.
Iam totally unsatisfied with my experience with MSIL. Iam facing a lot of embarressment from my friends who took Tata cars to whom I had always boaseted of Maruti's undisputed service network and after sales. I did not go for the Polo/Punto just because of the trust I had on Maruti which is no more...
Regards,
Sam
Was this information helpful?
Post your Comment