[Resolved]  Modi Hyundai — Damage to Car by service centre and no response thereafter

Address:

Mumbai Suburban, Maharashtra

Below is the email addressed to Modi Hyundai officials but no response so far. This email will explain the entire problem.

To Whomsover it may concern,

My name is Nisha Shah. We had given our car, Hundai I 10 for servicing at Modi Motors Agencies Pvt Ltd. Goregaon West. Below are details of my car for reference:

Reg No: MH 01 AL 7844

Name of Owner: Chhaya Ketan Shah


The car went for services on 5/062010 and was picked up by my husband, Mr. Darshal Shah from the centre on 11/06/2010. While picking up the car, a damage was found on the Right bumper at the time of delivery which happened post our giving the car at the centre. With initial refrainment, the centre guys finally agreed that the damage was caused at their end and we were assured that they will have the repairs done at their cost and also provide us the Car Pick up and drop. Attached is the invoice copy for your reference.

We kept our cool and have been waiting for the last 13 days but absolutely no communication from Modi Centre's end.

I just spoke to various people at the service centre, some time before I am drafting this email. Upon calling them, Mr. Dattatraya who is also the same person who has signed on the invoice, informs me that there is a lot of rush at the centre and therefore they cannot give us the pick up or the drop facility and that we were not assured of any such thing. Upon hearing this, I obviously got furious as ultimately we are expected to suffer for a mistake committed at your end.

Mr. Dattatraya felt I was rude to him ( I fail to understand how can you expect a customer to be super sweet to you after the damage and no after-service given) and chose to tell me that I can even speak to some Seniors if I wish to but I will not get what I have been wanting and then pass me the board line number as the Seniors are supposed to be driving at this point and then bang the phone straight.

So, this is what customers go through at the Modi Hyundai Service centre at Goregaon.

1. They damage the car while it is at Service. ( We still say it is alright, no issues, human errors do happen. We do not create a fuss about it which most other customer's would have done, take our car and go home with the relaince that Modi will give us what they have promised. Our Mistake Number 1. Ideally, we should'nt have taken the delivery.)

2. We wait for 13 days. Absolutely, no response from your end. Even if there is a rush, isn't it your responsibility to get back to us? Call us and at least inform us that the car will be taken care of at a later date.

3. Ultimately, I call up at the centre. All I get is a rude response and people telling me that if I behave like this nothings going to work and that I can speak to Seniors if I wish to. When my husband calls and speaks to the same guy, he says "Kya Kar loge, humme Naukri se nikalva doge" etc.

Please note it is none of our business to have your people loose jobs or anything of that sort. This is the way customers are treated. My garage guy speaks to us in a much better tone than this.

4. Instead of admitting the mistake and the delay in repair work thereafter, we are being treated as if it is our fault and we made a mistake by giving our car there for servicing.

5. If there is a rush at your centre, Is that my lookout? Don't you guys prioritize work? Don't you guys realize that if there has been a damage to a customers brand new car because of a fault at your end, it is your duty to take up Onus and treat it as urgent. Am I as a customer, still expected to call you and plead you to please provide me pick up facility. Isn't it your duty to do it in any case even if there is a rush.

So, here I am a really really frustrated customer. I need answers to all my questions raised above. And yes, after all the humiliation, I still expect a car pick up facility (And I think the expectation is nothing out of the world. It is obvious I should be getting it) and an urgent repair work of my car. We too have work to attend to everyday and cannot come to Goregaon for a fault that is not ours. We will definately come to pick the car up as I cannot take the chance of taking the car delivery without personal inspection after our first experience.

13 days is good enough a time to wait for repairs of no fault of ours.


Awaiting a reply to my email at the earliest.

Nisha Shah