[Resolved]  Maruti WagonR — Bad Behaviour and Wrong Complaint Diagnosis

I am an Owner of Wagon-R and gave my car for repairs to Saya Motors. Faced some bitter experiences while dealing with Service center. DGM of the workshop misbehaved and when complained to Maruti, they told service advisor to resolve the matter.
It seems that blame was put on Service advisor who has nothing to with the complaint. He can not change attitude of his senior.

You can see the series of communication which i had with Maruti regarding this. Finally I had to write a satisfaction mail so that service advisor can get relieved from the matter.
[protected][protected][protected][protected]

From: GROVER KARUN
Sent: Tuesday, February 24, 2009 10:24 AM
To: 'ashit.[protected]@maruti.co.in'
Subject: FW: FW: Sad State of Affairs CRM:0031530

Dear Mr. Koul,

Please refer the below mail.
Earlier one bounced back.

Regards,
Karun Grover



________________________________________
From: GROVER KARUN
Sent: Monday, February 23, 2009 8:21 PM
To: '[protected]@maruti.co.in'
Cc: 'ashit.[protected]@maruti.co.in'; 'ranjan.[protected]@maruti.co.in'; 'Pankaj.[protected]@maruti.co.in'
Subject: RE: FW: Sad State of Affairs CRM:0031530
Dear Concerned,

Thanks for the Reply. ( I reforwarded the mail on 17th ( attached), but somehow you have received it on 20th- Seems some server problem )

I think there is no need of providing you the details as the dealer ( Service Advisor ) has already contacted me today.

As mentioned earlier, Service Advisor is generous ( Contrary to the DGM ) and again apologize for whatever happened in workshop.

I don't know what message has gone to DGM of the workshop after my below mail. ( It was in-fact a Feedback and not a complaint )

Anyways, I have nothing to say and don't want to bother you much as I feel that after my mail, workshop people are passing the buck among themselves. They are asking a person to close the matter who has very less role to play. He can not bring changes into attitude and behavior of some other person.

Lets leave and close the matter. My vehicle is running fine now. No problems in that.

I am quite satisfied with the efforts made by the Service Advisor Mr. Jitendra.
As far as episode of DGM is concerned, let bygones be bygones.

Thanks once again.

Regards,
Karun Grover
________________________________________
From: [protected]@maruti.co.in [mailto:[protected]@maruti.co.in]
Sent: Saturday, February 21, 2009 6:16 PM
To: GROVER KARUN
Subject: RE: FW: Sad State of Affairs CRM:0031530
Dear Mr. Grover,

Thank you for visiting our website.

We are aware of your value as our customer and we would like to assure you that we will try our best to resolve your issue.

We appreciate your efforts in bringing this matter to our notice. Being a customer focused Automotive Product/Service provider, it is our prime objective to provide the best of our services to all our customers at all times. In view to this, we regret the inconvenience caused to you.

However, we request you to kindly send us the Name, Location and Dealer Code of the Maruti Authorized Service Station with whom you are in touch with regarding this issue. This will help us to resolve the issue at the earliest.

0808-03
SAYA AUTOMOBILES PVT. LTD.
A 21-22, G.T.KARNAL ROAD
NEW DELHI - 110 033

0808-04
SAYA AUTOMOBILES PVT. LTD.
B-2, G.T. KARNAL ROAD
DELHI

We are looking forward to receiving the desired information. We will do our best to assist you in best possible manner.

Please feel free to revert in case of any query or clarification.

Regards,

ANY TIME MARUTI
(Call- [protected] or Toll Free[protected]
International Toll Free Numbers:
[protected]From USA and Canada)
[protected]From UK)
Please visit us at http://www.marutisuzuki.com

011
====================================
[protected] Original Message[protected]
From: karun.grover
Received: 2/20/2009 4:28 PM
To: Contact Maruti
Subject: FW: Sad State of Affairs
Dear Concerned,

The earlier mail bounced back.
For Your Info please.

Regards,
Karun Grover
====================================
From: GROVER KARUN
Sent: Monday, February 16, 2009 6:15 PM
To: '[protected]@maruti.com'
Cc: 'Pankaj.[protected]@maruti.co.in'
Subject: Sad State of Affairs

Dear Sir,

This is to bring into your notice the Poor Service which your dealer is providing to your customers.

I am an Owner of Wagon R Reg No. DL2CP 2296 who went for 80000 Kms ( at 82000 Kms ) service at your dealer M/s Saya Automobiles with few other problem like central locking not functioning and abnormal noise coming from Engine Compartment ( From Left Side Belt Area ).

Service Advisor told me in the morning that it is coming from Alternator. I gave my consent for repair of same. In the evening when I went to collect my car, I was told that noise is from AC Compressor Bearing and it can not be repaired. Whole unit has to be replaced which cost Rs.28000. I was suggested to drive it till it is running. Even I was not interested in spending so much at this moment. I took the delivery.

Next day, a huge sound came from engine and vehicle stopped. After 5 minutes, I tried to start the vehicle. It started and I reached home. In the morning, I again visited Saya and told them the problem. Same advisor looked into it and said it is from water pump bearing.

So, three different reason for same noise.
1. Alternator
2. Compressor
3. Water Pump

Doubtful about the diagnosis capability, I thought of escalating it to GM Workshop. But managed to meet DGM Mr. Deep Chand.
Not at all good experience dealing with him.

I told him that I am from same industry, working as service engineer and I feel that its duty of workshop to diagnosis the problem at one go.
He replied " Wo to idea se bata diya tha"

You would agree that Customer do not give their vehicle to use " Idea " on vehicle.

The argument continued and finally he said " Kya Bakwaas Kar Rahe Ho aap ". ( Matter already in knowledge of Mr. Rajan, Service Engineer, MUL )

That was enough for me. I went there to get the vehicle repaired and not for insult. My fault was, I wanted to escalate the matter so that diagnosis is done in proper manner. In return I got the above statement of Mr. Deep Chand.

I decided to leave from there, but advisor came and apologize on behalf of Mr. Deep.

Just imagine, A junior apologizing on behalf of senior.

Anyway, gave the vehicle to him and collected it next day morning.

Again in evening, while crossing over a pothole, vehicle stopped and did not start on CNG ( CNG Installed from M/s Saya Only ).
Went to workshop on Sunday.

Got it rectified, and when time came for making payment I gave my debit card. The nice lady who collects payment for CNG said " Rs 150 ke liye card nahi chalega"

Sir,

Its my card, I use it for Rs 150 or Rs 15, she is nobody to decide. ( 2% of 150 is negligible but I am concerned about the Practice being adopted )

Somehow, she agreed but said 2% extra will be charged.
Now this not expected from Maruti.

You are No. 1 JDP company and your dealer still adopting this old 2% extra thing.
Retail shops, food joints, hotels, nobody charges this extra. They need to take up with their banks and negotiate for this. When other can do it, why cant your dealers.

Anyways, I made the cash payment and took the delivery.

This is the whole series of event which I wanted to share with you. Vehicle is running fine, but hope you will pass this message to your dealers to be more customer friendly ( Be it a JDP or Non JDP Customer )

Regards,