[Resolved]  Maruti van — service is not satisfactory

To, Mr. Anand Aswaney
THE GENERAL MANAGER Nerul Navi Mumbai.
CUSTOMER CARE DEPARTMENT, mbl:- [protected]
MARUTI UDYOG LTD,
DELHI. Date :- 01.07.2009

Vehicle No MH-43-A9230 (Maruti Van )

I have purchase van from Automotive service centre in May 30th 2005, & regularly do service from same service centre. Due to unprofessional service provided by Automotive service centre.

Here I would like to mention few things which forced me to take this type of action.

I have made service from you on 15.06.09 against invoice no 233617 Amt Rs. 4586.00 & 203617 Amt Rs. 2366.00

On 27.06.09 at night 9.30 p.m. my car suddenly stopped in running and after several attempt it was not started. Then & spoken to Mr. Dinesh of Automotive service centre Nerul his cell no [protected].He told me that show outside mechanic. Now there is no service available at this time.

Next day 28.06.09 again I spoken to Mr. Dinesh & he gave me another no of Mr. Sameer [protected]. I spoken to Mr Sameer he told me I am coming with in 1 hrs. He came & told me that today is Sunday pickup service is not available call me on Monday. On Monday Morning ( 29.06.09 ) at 9.30 a.m. called Mr. Sameer he told me to call after 10 to 15 minutes. I am in meeting after ½ hrs I again called him & he gave me towing service no and told me to phone them & I asked them the charges of towing Actually towing service should be provided by the service centre. This is totally unprofessional way that regarding the service I am getting from your side. Around 11.45 am I have dropped the vehicle at Automotive & meet to Mr. Dinesh he checked & told me that you will get vehicle tomorrow. I request him to give me the vehicle same day. He told me that you will the vehicle next day ( 30.06.09 ) around 4 pm & I also told him that any how give me on 30.06.09 pm he told me that you will get 30.06.09 around 12 p.m. I phone to Mr. Dinesh what is position of vehicle he told me that I have not touch so far and you don’t worry you will get at 4 p.m. to 5 p.m. Again I phone to Mr. Dinesh he told me that work is going on & I told him I am coming within ½ hrs he agree for that, & told me that your vehicle will be ready on that time. I reached around 6 p.m. He asked me to you wait for some time . I waited 2 hrs he again told me that I will not get vehicle today. I will get it tomorrow. I needed vehicle today because on 30.06.09 my birthday & have fixed my programmed outside & that is why I needed vehicle on 30.06.09. He refused to give me vehicle on 30.06.09.
He asked me to come next day on 01.07.09. I really fed up with this unprofessional service that you are giving to the regular customer.
Now I have decided to approach this matter to the MEDIA, CONSUMER CARE & GENERAL MANAGER of Maruti Udyog Ltd Delhi.


Thanking You,
Yours truly,
Mr. Anand Aswaney

Reminder Letter :- 2
To, Mr. Anand Aswaney
THE GENERAL MANAGER Nerul Navi Mumbai.
CUSTOMER CARE DEPARTMENT, mbl:- [protected]
MARUTI UDYOG LTD,
DELHI.

Vehicle No MH-43-A9230 (Maruti Van ) Dated :- 02.07.2009

As we have given first letter to Mr. Amar Salvi to the Automotive on 01.07.09.They have first refused to give vehicle on 01.07.09 after requesting them they gave me the vehicle at 8.00 P.M. on 01.07.09. We took trial with your engineer Mr. Dinesh, After trial we told him that vehicle is not properly working. But your engineer Mr. Dinesh was not listing he said vehicle is in ok condition. We took our vehicle at home but still the condition of vehicle is not proper. It jerk in 3rd & 4th gear. We have paid charges for that repairing Rs. 4849.00 under Invoice No 234442 Date 01.07.09. After spending that much amount work done from your service centre is not satisfactory. We have called your Mr. Amar Salvi supervisor & told him the fact of my vehicle. He told me he is sending someone but he didn’t inform to visiting engineer for which vehicle he is sending to me. Mr. Gangadhar checked my vehicle and he also agreed that the work done at your service centre is not really satisfactory. He suggested to check thoroughly in workshop after that only he can come to any conclusion about what type of work done and what type of work to be done. Here you can see the different statement from your two engineers Mr. Dinesh & Mr. Gangadhar, then he phone to Mr. Dinesh to come personally to see the vehicle but he didn’t response. Mr. Dinesh is totally unprofessional & irresponsible. After that Mr.Gangadhar told me to dropped vehicle in service center & he also inform me horse pipe is not available in vehicle. On 01.07.09 night Mr. Amar Salvi spoke to Mr. Sanjay Rane ( Works Manager) but he didn’t take any action they are interested in making money but Customer satisfaction is nothing for them. In a month I have spent around
Rs. 12000.00 but work is not satisfactory.
Why we come to reputed service centre such as Automotive Service Centre to get better & faithful service. But we have experienced totally unprofessional and irresponsible behaviors, please take care of this type will cost you lot of service otherwise you will defiantly loose your goodwill & customer in future.
Encl :- 1. Letter Submitted to Mr. Amar Salvi
2. Enclose Herewith.
3. Copy to GENERAL MANAGER MARUTI UDYOG (CUSTOMER CARE)

Thanking You, Mr. Anand Aswaney