[Resolved]  Maruti Swift Dzire vxi — FORGING OF CUSTOMER BY JAGMOHAN MOTORS,BHIWANI WHILE BOOKING MARUTI SWIFT DEZIRE VXi

Capt Raghavender Sing Dated: 23 May 09
516 ASC Bn
c/o 56 APO
Ph No-[protected]

To
Managing Director
Maruti Suzuki Ltd
Gurgaon.


Subject: FORGING OF CUSTOMER BY JAGMOHAN MOTORS, BHIWANI WHILE BOOKING MARUTI SWIFT DEZIRE VXi

Dear Sir,

1. With humble submission I have few lines to state. I Captain Raghavender Singh who is presently serving at Sri Ganganagar (Field Area), Rajasthan am in need of a car due to my wife’s prevailing bad health condition and who require medical attention at odd hours. Due to which I need a car at earliest possible.

2. Keeping in mind my above mentioned requirement I have booked a Maruti Swift Dezire VXi through Canteen Stores Departments Area Depot Hisar (Local Purchase Order No LS[protected] dated 08 May 09) with your Maruti Dealer Jagmohan Motors, Bhiwani on 08 May 2009.

3. Prior to the booking of car I had approached sales executive Mr. Manoj Kumar Sangwan of Jagmohan Motors. The individual apprised me that there is a waiting period of seven to ten days due to less production of this vehicle. After consulting his higher authorities he committed that he will provide the vehicle in maximum ten days and asked me to book the vehicle. Being representative of Jagmohan Motors I took his words as the word of Maruti Suzuki Limited.

4. After seven days when I approached Mr. Manoj Kumar Sangwan for inquiry of my vehicle the individual said that there will be delay of three to four days due to slow production of Maruti Swift Dezire VXi in production unit.

5. Later I approached the Sales Manager Mr. Sanjeev Kumar (Jagmohan Motors) on this issue on his Mobile No – [protected]. He replied that he had not committed me to deliver the vehicle in ten days but he will try to get it done at the earliest. As I have mentioned in para -3 above that Mr. Manoj Kumar Sangwan being representative of Jagmohan Motors I took his words as the word of Maruti Suzuki Limited and I did not find any need to approach the Sales Manager at the time of booking the car.

6. On 16, 17 and 18 May 2009 I tried to approach Mr. Manoj Kumar Sangwan on his company Mobile No- [protected] and his personal Mobile No – [protected] but the individual did not attend the call knowingly(individual later on accepted this).

7. On 20 May 2009, I again approached Mr. Sanjeev Kumar (Sales Manager), he told me that he will instruct Mr. Manoj Kumar Sangwan to attend the phone and tell me the present state of vehicle. Later on Mr. Manoj Kumar Sangwan gave me a ring and told me that he will inform me regarding present state of my vehicle on 21 May 2009. At the same time he mentioned that delay is due to less production of the model in the Maruti Suzuki production unit due to production and launching of new model named Ritz.

8. On 21 May 2009, I kept on waiting for his reply but the individual did not bother to turn up.

9. On 22 May 2009, I approached Mr. Sanjeev Kumar (Sales manager). The individual narrated me that he had spoken to TSM Mr. Sunny Kanwar at Chandigarh. Mr. Sunny Kanwar told him to inform the customer that his vehicle delivery will be made in the month of June 2009. Mr. Sanjeev Kumar narrated the conversation between him and Mr. Sunny Kanwar to me and said that he will try to get the delivery of the vehicle by the end of this month.

10. On 22 May 2009 at evening 0800 PM, Mr. Manoj Kumar Sangwan gave me call and said that now he is not promising any time period for the delivery of the booked vehicle.

11. This delay in delivery of vehicle has been a reason for mental harassment for me and my wife who is in bad health condition and it defeats the sole aim of purchasing a car and accounts to total customer dissatisfaction.

12. As per my personal opinion this kind of act and negative response ruins the image of Maruti Suzuki Limited which it has earned for last 25 years. Also it is against the ethics of company claiming customer satisfaction for last so many years.

13. My parents are in possession of Hyundai Santro Car and till date the services provided by Hyundai Car India Limited are to the attire satisfaction of my family. On the other side Maruti Suzuki Limited claims that it is not just purchase of car but building a relationship of a family with company seems to be a false promise. Had this thing been known to me earlier I would have surely opted for Hyundai.

13. I further iterate that strict disciplinary action be initiated against Mr. Sanjeev Kumar (Sales Manager) and Mr. Manoj Kumar Sangwan (Sales Executive) for misleading the customers and making false promises for their own benefit and earning a bad name to the company. Also at the same time the above mentioned individuals have not given a satisfactory reply to the customer queries which they are duty bound and further leading to high customer dissatisfaction. Further I can assure you that this is not happening to me only but this is the case with many customers, hence reducing the clients of Maruti Suzuki Limited.

14. I request you to deliver my car (Maruti Swift Dezire) latest by 28 May 09 to avoid any inconvenience to me and my family failing which I will be forced to approach the consumer court and media.

15. Reply to this effect may please be communicated to me on the above mentioned address or the Mobile No at the earliest.Letter follows.


Yours faithfully
Raghavender Singh

Copy to :-

1. General Manager (Sales)
Maruti Suzuki Limited

2. General Manager (HR)
Maruti Suzuki Limited

3. Regional Manager
Maruti Suzuki Limited, Chandigarh

4. Corporate Office
Maruti Suzuki Limited, Delhi

5. Mr. Sunny Kanwar
Maruti Suzuki Limited, Chandigarh

6. Jagmohan Motors
Bhiwani

7. Maruti Suzuki India Limited
Plot No. 1, Nelson Mandela Road,
Vasant Kunj,
New Delhi-110070