Hyundai Motor India — Service and communication

Address:	New Delhi, Delhi, 110095
Website:	www.himgiricars.com

I have a grand I10, the number is MH04GJ2524: I will make this feedback/complaint very crisp and to the point for your convenience.
I am a single women staying alone in Delhi
1)26th May, car met with an accident at the new Delhi railway station, at 7:30 pm, got it toyed to Himgiri Service station around 9:30;
2) Upon reaching, I was asked to SUBMIT my original RC and car keys, one of the guards spoke very rudely, and misbehaved, when I refused, as without any receipt or documentation, I wasn’t ready to handover my original docs to someone (non official person); the head of the security, said, ‘aap car kahin aur le jao’, car which was toyed!! How could I take it myself and where? Time 10:00pm;
3) Called the customer care service dept, to report the issue and advice towards documentation procedures, customer care rep took the called and disconnected in between, I never got through the cust care throughout the night;
4) Called the customer care of Himgiri, no response, somehow got a contact of Mr Bisht, GM Service, and reported the issue, he took at least 45 mins to speak to people around namely, the HR, the body shop manager etc, time 10:45 pm, to give me a logical documentation procedure, since I had no choice I had to take a hand written note on the towing receipt, saying the RC and car keys have been deposited with the guard. Time: 11:00 pm.
5) Reached home around 11:20 pm;
In the above scenario, I was stranded for more than one and half hours in that alley all alone, struggling for all this…a women alone, in that dark alley, behind the metro station, where your people were incorporative, rude, disrespectful and with not empathy at all.
6) 27th May, I go and sign all the documents, get my RC back; I get a message for initial survey from my insurer (ICICI Lombard) the same day, and get the registration for the claim by the evening. I am told by the person in contact Mr. Subhash ([protected]), that the repairs will not take more than a week.
7)i never got a call from Mr. Subhash regarding any updates, if I called him & his number was busy, he wudnt even give a call back, I have been following with him every second day, (I have with me all the call records), for updation, 31st May he mentioned I will get it by Saturday the 4th of June.
8) I called him on the 3 rd for confirmation, and he said another 2 days, but he will confirm by the same evening. Again no call back; I called him he dint pick my call 17:18 hrs. Called him again at 18:14 hrs, where he mentioned he dint give me any idea as in when I can get and said ‘do din ka aur time do’… which I presumed is the 5th of June, 2016.
9) Sunday, 5th June I was told Tuesday, due to parts delay, which I did not get all, how come they get to know of delays whenever I am calling and following, but no one calls from your end to update me?
10) Tuesday, called Mr. Subhash at 9:48 hrs, as to what time I will be receiving, he said he will call and confirm. Once again, waited till afternoon, when he called, he said there is a problem in the car and don’t know when it can be resolved, I will call and update…
No clarity and the communication, in fact he said, aapki gaadi jaisi condition mein hain, main de deta hoon…
Really? Im going to get my car in any condition it is... Even if it is not worth driving at that point?
11) I spoke to the customer service person Ms Mradula ([protected]), she said she is goin to follow up and get back to me, I was told the next day 8th June, by 12 noon I was promised.
12) 8th June, just before leaving I called Ms. Mradula, that I am going to leave, she said there is an issue, and the Body shop manager will be calling up, alas, no calls yet. Mr. Subhash whatsaaps me with pictures that the paint is drying and that I will recieve by 4:00 pm.
I was not even told about facilities such as getting a spare car over the time period of the commited date, which I could have utilized, and infact would have been more patient and given more time if there was a genuine issue, but I wasn’t helped out in any manner in the overall scenario.
This is Hyundai’s over all service and commitment, the response and communication to the customers, starting from the security guards, the manager etc etc.
I am helpless, and need to amplify this case, even if it is social media, to show how after purchasing the car and having faith in the long term services, the customer goes through this kind of dilemma, hassels, inconveniences. Have paid on an average Rs 500 per day on my conveyance, thinking, its just a matter of few days, but the few days are never ending!! Im all by myself and new in this city, and have no personal help as well, and this is how after explaining to the team I am not getting any kind of relief and benefit out of the communication I am having.

Thanks
Your not so loyal customer anymore
Richa Dey