[Resolved]  Maruti Udyog Limited / Alto Lxi — PATHETIC EXAMPLE OF WORKSHOP MANAGEMENT

Hi,

This is bring to your kind notice that I am suffering because of some UNPROFESSIONAL BEHAVIOUR/ATTITUDE of your
Team at your dealer M/S Harison Automobiles. GT Road Panipat-132103 Haryana.

My Car was got damamged in an accident on 28th Feb and It required some repair.

The Case is like that On Wednesday ( 3rd March) I had visited Harison Automobiles Panipat at around 1.30pm and There is nobody to attend the clients as lunch time was going on. So we were put down in que for next 30 minutes….

Just a humble query….As such Big Organisation…SHOULD THERE NOT BE AN ALTERNATE OPTION FOR CLIENTS DURING LUNCH TIME ???

Finally Its 2.10pm and we Met Mr. Kulbir Singh who filled my case and ask someone to see the vehicle and get ready the job card. When I asked the concerned person about the delivery of my vehicle he said very easily, you will get it on Monday and I was surprised as the vehicle was not damaged so badly.

Then I asked him that Can I meet your Manager please ? So he said our Manager is not available. You can meet Mr. Suresh/Sunil for the same. Then I meet both the persons and both given me a statement that they would be able to fix it by Monday only.

When I asked them Gentlmens The vehicle is not damaged so badly then how will it take such long time. Then they given me excuse that they have a lot of work pending to do AND YOU ARE NOT ONLY ONE CLIENT WE HAVE LONG QUES WAITING FOR OUR SERVICES. SO YOU WILL HAVE TO WAIT AS NO OPTIONS.

Then I asked him, Pls give me this job card for a sec and I called to Karnal Motors Karnal-132001 in front of them and briefed to karnal Motor Guys that my vehicle requires such kind of repair pls suggest me that how long time you will take to fix it.. They given me time to Friday evening or max to max Saturday Afternoon.

THEN SUDDENLY BOTH PEOPLE START GIVING ME OPTIONS THAT THEY CAN ALSO FIX IT WITHIN SAME TIME AND THEY WILL TRY THEIR BEST.I ALSO GIVEN THEM A OPTION AS I NEED MY CAR ON VERY URGENTLY SO PLS DO NOT WASTE TIME TO PAINT THE BUMBER I WILL GET IT DONE LATER. SO JUST FIX IT.

IT WAS SATURDAY 12 PM AND I WAS WAITING FOR A CALL FROM HARISON AUTOMOBILES FOR THE DELIVERY OF VEHICLE. WHEN THER WAS NO COMMUNICATION THEN I CALLED MR. SUNIL BHALLA AND HIS MOBILE WAS SWITCHED OFF AND NOBODY WAS PICKING LANDLINE THEN I SEND SOMEONE TO VISIT THE HARISON WORKSHOP AND THEY TOLD HIM THAT VEHICLE IS NOT READY AND IT WILL TAKE ONE MORE DAY’S TIME AS THERE WAS SOME DAMAGE WHICH WAS NOT IDENTIFIED EARLIER.

I SAID OKAY SO PLEASE GIVE IT TO ME BY SUNDAY NOON. AGAIN I WAS WAITING FOR A CALL FROM THEM BUT STILL THERE WAS NO COMMUNICATION FROM THEM. THEN AGAIN I SEND SOMEONE TO VISIT THE WORKSHOP AND THEY TOLD HIM THAT IT WILL TAKE ONE MORE DAY’S TIME. SO I THOUGHT IT MAY BE BECAUSE OF STAFF HOLIDAY.

ITS MONDAY AND ANYONE CAN UNDERSTAND THE IMPORTANCE OF THIS MORNING AS WEEK START DAY BUT I WAS COMPELLED BY SUCH PATHETIC MANAGEMENT TO LEAVE MY IMPORTANT MEETINGS AND VISIT THE WORKSHOP.

BUT THE STORY WAS NOT ENDED HERE, TODAY MORNING I MET MR. SUNIL BHALLA WHO HAD GIVEN ME COMMITMENT TO DELIVER THE VEHICLE ON FRIDAY EVE OR MAX TO MAX SATURDAY NOON AND WHEN I ASKED SIR WHEN WILL I GET MY CAR BACK ? HE SIMPLY SAID THAT IT MAY TAKE ONE OR TWO MORE DAY’S TIME. HIS ATTITUDE WAS JUST LIKE THAT I WAS ASKING HIM A PERSONAL FAVOUR AND THIS VEHICLE IS NOT MY PROPERTY AND IT’S THE PROPERTY OF HARISONS AUTOMOBILES.

SORRY TO SAY BUT HE IS ON ZERO LEVEL OF PROFESSIONALISM
AND CLIENT HANDLING.NOBODY WAS READY TO TAKE THE RESPONSIBILITY AT THIS WORKSHOP.

THEN I ASKED HIM AGAIN, SIR CAN I SEE YOUR MANAGER PLEASE BUT AGAIN THE ANSWER WAS SAME HE IS NOT AVAILABLE SO I DO NOT HAVE OPTION OTHERTHAN DEAL WITH HIM.

NOW CAN YOU IMAGINE THE PAIN OF A CLIENT AS THERE WAS NO OPTION FOR ME BCZ OF SUCH PATHETIC MANAGEMENT SYSTEM.

ITS MY HUMBLE REQUEST TO YOU PLEASE HELP ME TO GET BACK MY VEHICLE ASAP…..

THIS EXPERIENCE HAS SPOILED THE IMAGE OF YOUR COMPANY’S MANAGEMENT TO ME I KNOW I AM JUST A SINGLE CLIENT AND IN FUTURE IF I WILL NOT VISIT THIS WORKSHOP AGAIN AND IT WILL NOT EFFECT THEM A LOT.

BUT AS PER MY EXPECTATION from COMPANY LIKE MARUTI SUCH FULLY ESTABLISHED,REPUTED AND LEADING ORGANISATION IT WAS NOT EXPECTED.

SORRY TO DISTURB YOU PLS HELP ME TO GET MY VEHICLE BACK ASAP.

THANKS A LOT…

Satnam Singh
[protected]
Vehicle Number-HRO5U6885.