[Resolved]  Maruti WagonR — Irresponsible Attitude of an authorised dealer of maruti Kavisha motors

Dear Management Team,

This is my formal complaint / feedback on my extremely bad service experience / irresponsible attitude of KAVISHA MOTORS, BALUGANJ, AGRA (UP), when I had given my vehicle(Regn No. UP80 BH 6520, Maroon Colour Wagon R) for second Free service,

I had handed over my vehicle on 16th Aug 2009 at around 2:30 PM to KAVISHA Motors for Servicing and they asked me to pick up my vehicle at 4:30 PM same day, I had told them the problem I was facing in my vehicle like Wiper was not working, Mileage was below 10 Kmpl Though company claims that 15 Km/l in city condition and 17-18 km/l on highway, and general service like washing etc and meanwhile I went away to finish my general work in market since I am a service holder and I didn’t have time to sit hours at the workshop to get my vehicle repaired in front of my eyes which also doesn't happen. anyway, when I came back around 6:00 PM to pick my vehicle to all my shocked I found my vehicle parked outside in same condition as it was given, after inquiry from security guard I came to know that Motor was not working so they could not wash the car but what about other malfunctioning, anyway guard asked me to come tomorrow.

Next day I reached there all the way from village that is good 15 KM from the service center and I contacted Mr. Suneel namvanshi (Supervisor) and he said "kal motor kaam nahin kar rahi thi aur aaj bhi nahin kar rahi hai ...to aap parson aana" (motor was not working and even today its not working, come day after tomorrow). I asked him atleast get other things fixed and get it clean by a cloth then he insisted that they can not do it now and come day after tomorrow only then I asked him please call your manager I want to talk to him once and Mr. Sushil Kumar Bhardwaz came and asked me to wait for 2-3 minutes, and I waited there but dear mr. Bhardwaj did not turn up even for an hour later I inqquired and contacted him and he said "mai abhi doosare customers ke saath busy hoon... aur aapki to vaise bhi free service to vo to aise hi hoti hai... jao kahin baahar se wash kara lo" (I'm busy with other customer and as this is your free service so this will be like this only get it done from outside). His tone was so harassed and unprofessional that I could not take it. when I told him that I will complaint about him for his bad attitude then he said "jao compliant kar dena... mujhe koi fark nahin padta" (go and lodge a complaint, it doesn't affect me at all).

This was a highly unprofessional and irresponsible behavior shown by Kavisha motors who claims to be an authorized dealer of Maruti. I do understand that repair works of motor take time and I was ok with it. but what is the meaning of mentioning that this the free service so we will not do it. is this is the case that free services are to be treated like this then why Maruti Company is providing it, is it just for feelgood or just to delight the customers?.

I hold 3 other maruti vehicle (2 maruti 800 and one Maruti Alto) in my home only, I chose this vehicle becasue I firmly believe on quality of maruti products but these small things makes me disappointed and the belief goes away. does it make sense that I will travel 30 km (two-way) just to get wash my car which will cost me more than 150 bucks and my time.

now my sincere request to management is that Mr. Bhardwaz should apologise for his unprofessional behaviour otherwise I will take this issue to consumer court as I'm deeply hurt, and I mean it.

Rohit Agarwal
Village and Post- Kakua
Agra