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[Resolved]  MARUTI - WAGON R LXI — Maruti Goes Wider Tolerance and compromise on Quality

Product - Wagon R LXI
Date of Delivery - 20-1-06
Dealer - Khivraj Motors, Chennai
Reg. No.- TN07 AH 3402
Engine No.- 4196808
Chassis No.- 373222

This is to inform the quality standard of Maruti Products and their personal handling the complaints.
I bought this Jung Vehicle from Khivraj Motors Chennai and during my second free service I noticed some abnormal noice and requested them to rectify the same.Their service Manager in Ekkattuthangal workshop noticed that and accepted the same.They convinced me by telling that, this will be taken care if it furher develops and suggested me to take care of fuel used.
When I escalated further, they checked the vehicle twice and requested Maruti service technicians to look into the same and everything in verbal.I belived them and after my third service also they kept it open. I continued my paid 4th and other services with them.
During my paid services they never showed interest in my vehicle and I thought of changing the service to MSM directly for the next service.
When my vehicle had performed 26834 KM in the month of Sept2009, I took the vehicle to MSM for the service and the vehicle started overheating on the way and I stopped it near their workshop.
They noticed that the enginee oil is mixing with the radiator coolant and gave a big list of activities to be checked for analysing the root cause of this problem.
To find out the problem of engine head micro crack, they took almost 10 days and told me the need for engine head replacement.
When I escalated it to the MSM customer Care Manager Mr.Velmurugan, he requested for the service details documents as it is not properly entered in their data.
I provided all the supporting documents for my free service and paid service detaisl from Khivraj.
While receiving the same he told me that this is a very genuine case of defective engine head problem and not noticed in general. He gave very good hopes for fair dealing with Maruti.
After a week time he called me and conveyed that Maruti is not accepting it as warranty and requested me to approve for the parts replacement.
I wrote to Maruti many times and spoke to their Chennai Territory Manager(Hopeless Technical guy) and all went in vain.
I requested them to show the crack in the old part and it is not visible at all and they have marked it with a red mark(Please refer my attached photo)
I paid a hefty amount of Rs.24416/- for the their poor quality standards.
When I asked for technical justification, no body replied from Maruti end and the way they replied was technically horrible.I wondered how Maruti Technical department is brain drained for the shake of rejecting a genuine claim and didnt have guts to accept their fault.
My Concerns and information to others who are planning to buy a vehicle:
# Due to the wider tolerance of quality standards of Maruti, the customer safety is a big question mark
# Due to the same quality standards, the maintenance cost for Maruti vehicles are on higher side.This was accepted by their technicians and territory manager
# Maruti wants to make big money in their parts business to compensate their overall sales competition
# Average income group people can't think of Maruti due to its expensive maintenance cost
# Better buy a used vehicle rather than buying a Junk from showrooms
# Engine is the heart of any vehicle and even for an preowned car within 5 years of age group, there is an engine warranty available.
# Even when I enquired with Cab operators of extensive usage, they never faced this type of engine problems.

In general I like this vehicle very much and with 5 years of dream and hard earned money I bought that vehicle.
But the way the complaint handling is followed by an automobile giant in India is very poor and third rated.
I request Maruti to take this feedback in a right spirit as an oportunity to improve on their customer satisfaction index.

A.Prabaharan, B.E.
Heidelberg India Pvt.Ltd.
Senior Field Service Manager,
Mobile :- +91 [protected]
Phone :- +91 [protected]
No.1 Service Providers for the Graphics Arts Industry.
Maruti Goes Wider Tolerance and compromise on Quality
Maruti Goes Wider Tolerance and compromise on Quality
Maruti Goes Wider Tolerance and compromise on Quality
Maruti Goes Wider Tolerance and compromise on Quality
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Aug 14, 2020
Complaint marked as Resolved 
Complaint comments  3 CommentsShareTweet


Wagon-R Lxi — regarding service quality

sir i had purchased the vehicle in August 2006 from rohan motors dehradun,and i am not satisfied with the service(s) given to me weather free or paid ihave severally complaint to the authorities many times they tried their level best but the staff who handle the vehicle while servicing are very much perfect to maintain the level of worst service and ultimatly costomer wanders here and and there for alternate.

and regarding the product i am glad to state that IT IS A VEHICLE FOR THE EVERY CLASS OF SOCIETY AND I AM TAKING 19-20+ KM per litre FROM MY VEHICLE with A.C. ,and it is still improving it may be from my driving skill or so but it is amazing and sir i donot want to switch over to any other brand and i am sorry to say that if i failed to get after sale service than i will be constrained to switch over to other brand or so.

so please take steps in this regard and try to improve after sale service from service staff


I have given paid service to the Maruti authorised dealer & service centre "Indus" at Kattupakkam, chennai on Sunday (28th December 2008). when i gave the service the service personnel attended and reviewed all the parts of the car for damages in the usual way they do. they promised to deliver the vehicle on 30th December 2008 evening at 6.00 P.M. i was tracking the service through mobile every 6 hrs from then on. they said on 30th december that i can collect the vehicle at around 4.30 P.M. i was there at the service station at around 4.45 P.M. they said that the vehicle is under water wash. finally they delivered the vehicle at 6.20P.M. the total bill amount was Rs. 6920. when the service person Mr.Rajkumar came to handover the vehicle to me, he was in a hurry that not even he offered a test ride of the vehicle and was totally annoying. when i insisted to open the front bonnet he opened and showed me. he was so urgent that he convyed that "if you have any problem please call me". i then left the service centre as it was 6.30 P.M by then. when i was riding i could find my entire car interiors were drenched in water due to the water service done so urgently. there was no grease applied to the parts of the car. when i opened th rear dicky of my car on 31st morning for my usual cleaning, i found the wooden plank on the rear dicky covering the stepnie was broken terribly. when i called Mr.Rajkumar of Indus service station, he replied that there were no chances for the same. he is not ready to accept that he has not delivered the vehicle throughly checked by him. SO PLEASE CUSTOMERS OF MARUTI DONOT SERVICE YOUR VEHICLE AT INDUS KATTUPAKKAM.

Maruti Wagon R — Service Complaint and Compensation Request.

I am owner of Maruti Wagnar car HR49B-0824 registered in my name i.e.Rajeev Kapoor at H.No. 37, HHBC, Himshikha, Pinjore,Maruti. I am servicing my Maruti Wagnar from Barkeley Automobile, Panchkula and in last two years i am servicing my foresaid Maruti Wagnar as per their advise and spent around Rs.20000/- in service only (no major purchase for body parts). On dated 09.10.2009 i again got service my car from Barkeley Automobile, Panchkula Work Shop. On dated 11.10.2009 at 11.20 AM, while we (all my family member including my father, my wife and my son are about to leave for Shimla in our Maruti Wagnar HR-49 B- 0824, I had noted that one nut of right front wheel was missing and all the other three wheel nut was loose and can be fell down any time. Seeing that i tried to lodge complaint with Barkeley Automobile, Panchkula Workshop on their phone no.[protected] and talked to attendant for 7 minutes 24 seconds and requested her for complaint number, but she didnt gave me complaint number and told me that complained number will be issued after 6th day of lodging the complaint. After that Mr.Ranjit Singh called me from cell no.[protected] and ask me for what to do, but he too didnt gave me complaint number.

This is to inform to your that due to this neglegence of Barkeley Automobile, we all are mentally harrased, tortured and they put the life of all my family member including my Father, Wife and Son in great danger. If it could not be noted down by me well in time then my whole family life could be in great danger and any thing can be happened due to negligence of Barkeley Automobie, Panckula. This is for your information with request to provide neccessary compensation for putting life of my all family member in danger, for mentally harrasment to all of my family member and for mentaly toruture of whole of my family member.

Again request you to arrange to provide the neccessary compensation.

Rajeev Kapoor
S/o Sh.M.G.Kapoor
Maruti Wagnar Car Registration No. HR49B-0824.

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