Fiat — Pathetic customer service experience

Address:

Thane, Maharashtra

I had bought a Fiat Punto in Nov 12, and had got my 2nd car servicing done on schedule on Nov 13. I have had two issues with Fiat Service: No Communication with Customers: I had purchased my car from Fortune Cars, Wagle Estate Thane and had got the 1st Servicing done from them. Post which their alliance with Fiat ended, which I came to know only when I took my car to Fortune for 2nd servicing. As a customer a basic communication is bare minimum expected. During my 2nd servicing at Balaji Auto, GB Road I had mentioned to the CRM Manager that I don’t receive any communications from Fiat and would like to have information about car care camps so that I can get preventive check up done. I am yet to receive any from either of the parties. When I walk in to the service center on 30th April 2014 as I had few issues with my car, I was told that I had to pay Rs. 600 for the check up as the summer maintenance check up was already completed. (Please note again NO COMMUNICATION!) My second Issue with about spares being available at service center. While getting the check done on 30th April 2014, it was observed that the coolant pipe were broken and coolant was leaking and the rear wheel bearing was damaged. Both needed replacement but were not available in store, I requested get them arranged from some other place but they refused. Since then I have been following up with Mr. Sameer Pathan and Mr. Sandeep Singh(CRM Manager) for a resolution only thing that they commit to me is next date on which I can call and check if part is available which isn’t resolution to service request that I have raised. This unavailable of spares issues, is tossed between departments (Store manager, Service engineer, CRM manager) and the customer is being put to suffering. After being fed up with the customer service at the dealership I called up [protected] on 10th May 2014 to register a complaint on the above mentioned issues. Firstly they refused to take down my complaint on “No Communications from the Company”. If you have a consumer grievance number in place who can an organization like Fiat, who’s so high on quality not take down a complaint about a customer Issues? In the same call I complained about the spares issues and a ticket was raised for the same (CR No:[protected], received a confirmation email at 12:43 PM. Customer Service rep committed that I will receive a call from the consumer grievance cell within 24 Hours, which I am yet to receive and I get a closure email at May 10, 2014 at 3:00 PM. Closure comment mentioning that Call Dropper! Unexplained yet!! I am sorry to say but such negligence on handling a customer service grievance is highly unacceptable from a Brand like Fiat, who claims to be very high on quality & customer centricity. I have been a Fiat car user even before I bought this Punto and hold very high respect for the cars they may but I am not sure if sloppy customer service is acceptable! My bare minimum expectation is that my car is repaired with immediate effect with Fiat genuine parts. Could have got it done easily from any mechanic, only reason I am wasting time & energy getting it done from the service center as I still very strongly believe in the quality of car making that Fiat puts-in. However, such customer service grievance is highly unacceptable from a Brand like Fiat, who claims to be very high on quality & customer centricity. I have been a Fiat car user even before I bought this Punto and hold very high respect for the cars they may but I am not sure if sloppy customer service is acceptable!