I am Mr. Vinay Sreenivas, purchased Fiat Palio (Diesel) on 23 Aug 2009 from Concorde Motors, Bangalore. The next day of my purchase I observed some paint defects and paint spray on my car. I took it to the dealer and happened to meet Ms. Namratha, Customer Care Manager. Ms. Namratha forwarded this issue to the technical guys. They told it was just a furnishing defect and can be resolved by polishing in the first service. As I am unaware of the issue I thought what they are telling is truth and came home back thinking my car issue will be resolved in the first service. But I happened to face the reality only after 28th September 2009 when a bike rider brushed my car and went off. There was a small scratch on the rear left hand side door. I wanted to know the estimation for the work to be done to make my car perfect. I took it to the professional painter to know the work and cost involved to rectify the same. There I was shocked to hear from him that my car has already been repainted. I got annoyed and asked him to recheck. When he confirmed it, I asked him to verify the whole car. He verified and told me that the car have been repainted in the following parts:
1. Left side rear door & handle.
2. Left & Right side of the fender.
3. Front End of the bonnet.
This has been reconfirmed by his chief painter. I was startled to find disaster happened for such highly paid car. So I took it for consultation with four other professional painters. One among them is the dealer who was unaware of the issue. I got the same opinion from all.
On 2nd October 2009, I contacted Ms. Namratha again regarding this issue. She put me on to Mr. Shashidhar, Branch Head- Sales, Concorde motors. I met Mr. Shashidhar on 3rd October 2009 at his office. Where we discussed regarding the issue and he asked me to send him the detailed mail regarding this complaint. A mail was shooted on 5th October 2009 to Mr. Shashidhar, Ms. Namratha, and cc to CFO and Customer care, Tata Motors.
For this I received a reply from Mr. Shashidhar on the same day stating that he will look into the issue and concerned department will take care to resolve it. I also received an auto reply from customer care, Tata Motors stating that the regional office, Bangalore will take care of the complaint and address the issue.
On 6th October 2009, CFO replied a mail stating, Mr. Madhusudan, Head-Bangalore Business Unit will revert on the complaint. After this I have been called for the meeting on 10th October 2009 by Mr. Muralidhar, service manager, Concorde motors to inspect my car at Concorde motors, dairy circle, Bangalore.
After inspecting the vehicle, Mr. Muralidhar offered me 3 options
1. Repainting the Component.
2. Replacing component by getting a new component and painting it.
3. Replacing the component from a demo car.
Finally at the end of that discussion, I was not happy with the offer and asked for compensating car to car or let them pay my money back. Mr. Muralidhar said that he will be reverting on this issue once they discuss with the higher authorities.
After that I sent a reminder mail on 13th October 2009 to the above concerned people. On 15th October 2009, CFO has mailed to Mr. Madhusudan to resolve the matter as early as possible and a cc to me.
On 16th October 2009, Mr. Madhusudan replied to my mail saying that the issue will be discussed with Tata Motors and FIAT concerns and a meeting have been fixed on 21st October 2009. With change in 2-3 dates finally, meeting have been fixed on 27th October 2009 at 4:30 PM at Concorde motors, dairy circle.
The attendees of the meeting were Mr. Shaji-GM, Mr. Thirumala-FIAT representative, Mr. Madhusudan- Head- Bangalore business unit, Mr. Selvarajan-Manager-services, Mr. Muralidhar- Service Manager, Mr. Vinay Sreenivas (Customer), Mr. Ramaprasad GB(relation to customer) and Ms. Ramya S Gowda(relation to customer).
The following points were discussed in the meeting:
1. Mr.Thirumala and Mr. Shaji examined the car and accepted that issues which customer raised. There was a paint defect proof found in many parts which includes a proof that a spray dye is found on the front end of the bonnet.
2. Mr. Thirumala addressed the issue with a seek of suggestion from the customer to resolve the issue.
3. Mr. Thirumala gave an option that they can make polish and resolve it.
4. Mr. Muralidhar Proposed an offer that the issue can be solved in three ways. One is repainting the part, Second, they give component to component by getting a new part and repainting it, Third, they will replace the component from a demo car.
5. I was not happy with the offer and asked a replacement of a new car for a car. But this was not accepted by the company people.
6. Mr. Muralidhar has promised he will perform task stated in point no. 3 by coming Monday i.e. 2/10/2009.
7. The customer has asked them to give a reply mail regarding the same which customers will take time to think on the matter.
Conclusion: The meeting did not conclude with expected and satisfactory result. I was very much disappointed by the way they repeated the same offer in a more official way. I replied that I am not happy with the offer and looking for the alternative one.
Please do the Needful.
Regards,
Vinay Sreenivas
Aug 14, 2020
Complaint marked as Resolved 
