RF motors Edapally — Poor customer handling

Address: Ernakulam, Kerala

Its just more than a pride for me to own a TATA vehicle, esp when i
owned one before and since working with TCSL. I have been a brand
follower and promoter of tata cars, as for me i would have atleast
persuaded 4 of my friends to purchase the new fiat engined Vista.

But my experience with buying one for myself has been more than bitter.
Allow me to escalate this issue to the highest possible authority so
that such poor experience is dealt with in future.

1. As and when i booked for a new Vista, the dealer told me your vehicle
will be delivered in max of 12 days, I was extremely delighted as normal
delivery for Swift vehicle is 4 months. I kept following up with the
dealer every now and then to ensure i got the vehicle in the earliest
possible days. Almost after 7 days of booking, the reply i got from the
dealer is that the vehicle is already in transit and has been despatched
from Pune, this added to my elation. They also said that once despatched
it normally takes 7 days for delivery.
After the 7th day, when consulted the dealer gave me the same reply that
the vehicle is despatched. I was worried, was the vehicle halted in
between or was it stolen etc.. After all despair i came to know later
that the vehicle was not even billed as invoice till 30th Sep (that is
after your intervention). The delay actually worried me more as the
dealer forced me to select another color for the car (I did not want to
change the color of my dream car). Even when the car was billed on the
30th Sep, the date the car reached RF yard was 19th Oct ( a delay in 19
days) and i had to take delivery on 21st Oct.
Its is not likely when the dealer promises to deliver the car now and
then every often and you go back home all disappointed. The final
delivery date was after 6 weeks of booking the car. I would have been
extremely happy if the dealer told me there was a waiting period of 1
month instead of 12 days.

2. The loan approval process: I had enquired clearly with the bank
authorities and the RF staff whether i can apply for a loan in my wife's
name and register the car in mine. All of them asked me to sign as the
co-applicant keeping my wife as the primary applicant. We did that and
signed all the papers with the bank. This resulted in the DD issued and
Form 20 signed in my wife's name and the billing invoice in my name. It
was more than rework for me, wife and dad to revisit the bank and
reprocess the loan, this took loads of our time and incurred an expense
of 400 rupees. All these would have been avoided if the TATA motors
employees had informed us on what had to be done right and the right
thing to do. Keep informed that the original decision to apply loan in
my wife's name was made only after the consultation with the staff at RF
motors. After the loan got approved, they kept me waiting for 18 days, i
ended up loosing half months interest, which would be no less than 1500
rupees.

3. During the approval of loan process, an official had come to my
residence to collect the photographs, passport copies and cheques. We
gave them without any delay, and 2 days later i got a call from the SBI
bank stating that you have not provided photographs, this really spoiled
my temper as i had instructed the official to safe keep the photos as
those are the last 2 i have. This rework demanded i visit the studio to
take further photo copies.

4. RF motors promised me that they would deliver the vehicle at 21st oct
9.00 AM sharp ( their office opening time). So me, wife, dad and mother
where all ready and came ready to accept the vehicle by 9.15 AM sharp
( we where all ready to presume office after the delivery). They kept us
waiting till 11.45 AM and delivered the vehicle. This not only irritated
me, but my dad and mother as they had to apply half days leave at work.

5. The day previous to delivery, the official at RF told me that the
vehicle number is KL 07 BP 6237, hearing this i instructed my office
people to issue pass on this registration number. Next day when i was
asked to sign papers, they said the vehicle number is KL 07 BP 6235. I
was mad at them and asked them why was the deviation now. They called up
all the possible people and RTO office and finally came to me and said
the vehicle number is unchanged to KL 07 BP 6237.

6. At the delivery time i noticed few major scratches and patch on my
bonnet and bottom of left headlamp. I was keen enough to do a thorough
check only to find that the dealer had made some touch ups with normal
paint that even worsened the scenario. The thing that rushed into my
mind was, if the vehicle is not fit enough for delivery, that too with
major paint defects, then why in the world did the RF rush into a sale.
Had i not noticed the paint issue, they would have forgotten the stuff
and next day when i come to them, they would have washed their hands. I
believe it would have been good mannered if they told me explicitly that
the vehicle came with a scratch and they would rectify them to me before
i found out.

7. The dealer promised to me that the Underbody coating would be done,
after vehicle delivery i noticed its not done and when i enquired they
responded with a sorry, we will do it message. Why did they not tell me
explicitly before i had to do the finding part.


Overall my experience with the Customer relations with TATA motors was
more than bitter. I would like to hear from you on what action you would
take for a promising customer like me. There has been more of time and
stress issues for me above the financial loss incurred with the rework.
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    RF motors Edapally
    Ernakulam
    Kerala
    India
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