[Resolved]  Maruti Udyog Limited — Bad product & service

We experienced your 24X7 hours service when my family was droved in the Brand New Wagon R which just completed 1000 km, on the way for the Ashtavinayaka Tour. When they were on the way to Daund (it’s near from Pune) on 17th January 2009, in the afternoon suddenly the new car got overheated & started showing the high temperature. While checking with the near by local workshop, the workshop person told that there is problem in the Engine Cylinder head gasket due to which the oil got mixed with the coolant.

As there was no authorized Maruti dealer in Daund, through service book they contacted the Baramati Authorized dealer (M/S Mahalaxmi Auto). After ½ Hr. the dealer person came with the Service van & their technician, after checking told the same thing i.e. oil got mixed with the coolant due to defect in the head gasket & hence they towed the vehicle from Daund to Baramati (30 KM).

There they told that, for the correct fault finding they required the time hence they called my family in the next day morning around 10 a.m. So all my family came to Baramati by Bus & wasted there night & the tour too at Baramati in the Lodge.

As the next day was Sunday, all the maruti regional offices in Pune & Mumbai are on weekly leave (24X7 service) & hence we are not able to contact the correct person to talk or to inform. After one more failure test of Thermostat change (may be the service people don’t know that thermostat failure is not concern with the oil + coolant mixing) they told in the evening (4.30 p.m.) that the problem is in the cylinder head & for changing they don’t have spare part, hence it will take 4-5 days if they ordered it from Delhi (factory). Through my local dealer (Nashik) contact I told the Mahalaxmi dealer to collect the Cylinder head from the Nashik dealer but instead he told that he has to take permission from the maruti regional manager for changing the head (who was on leave that day). Hence my family left the vehicle to that dealership & started back to home in the evening by bus.

This all I am stating here just to understand you the situation & the mental stress & excursions of my family due to the failure of the very new car & the unbelievable bad service of Maruti.

Next day the Regional Service Engineer Mr. Ashutosh Sani who was busy in their own meeting told on the phone that they have to do more study on the defect & in the afternoon he told the same thing that the cylinder head has to be replaced & to arrange a part from the factory it will take more 2-3 days.

Till today I have not received my vehicle (4 days are already over).
I was extremely disappointed & unhappy with the service & the product which I received. If you would please address this issue with your Service team, I would greatly appreciate it. I enjoy being a part of maruti family, however if I receive this type of treatment again, I will take my business elsewhere.