Hyundai Motor India — service deficiency/ malpractices

Address:

Mangolpuri, peeragarhi, New Delhi, Delhi, 110085

Dear all,
I am one of the customer/owner of creta automatic bearing registration number dl4cau-7745. I want to bring to your kind notice the feedback & inconvenience faced by me in one of the facility m/s deep hyundai, mangolpuri, new delhi, india, work shop.
I purchased my car in june 2016 and in 2019, i. E within 3 years the original paint of my car started peeling off. I visited the showroom on thursday 5/12/19 regarding complaint of defective quality of paint on the dickey. The showroom people diverted me to the body shop for further assistance. I was very glad to know that the company is providing me cost free paint for the dickey. There was also a small dent on the dickey area, which i requested them to repair on my cost. My car was picked up on 6/12/19, 11 am for the service station and service manager informed me that it will be delivered the next day, i. E saturday 7/12/19 by 5 pm.
Meanwhile a technical snag was detected in the automatic window switch, which is also asked to be look after. After thorough verification and consultation with the technical team, the manager informed me that there is a problem in the switch and it needs to be changed. I gave my approval to change the switch.
As per the time given, i was expecting the delivery of my car on saturday 7/12/19, 5 pm, but i didn’t receive any kind of information from their side. I called the manager to know the status of my delivery, then i came to know that the car is not ready and it will be dropped at my address on sunday 11 am. I requested them to do the job as soon as possible as i will be going out of station on sunday morning. I changed my plan according to the delivery of the car. Again the car was not ready by 11 am. I informed the manager that i will be collecting my car myself from the work shop at 12 noon. The car was not ready there by 1 pm. I was asked to wait as the delivery could only be given after the lunch. After 2 pm the car was out of the washing area. One of a technician changed the switch of the automatic window in my presence, but the new switch was also not working. He declared that the switch is not defective but the motor is defective, which would cost me around 3300 rs. I agreed for that too… but meanwhile during the process of fitting and unfitting the switch, it is again found that the motor is also working fine. It was just a little bit of carbon collected on the tip of connecting wires, which was causing the main problem. All this was happening infront of my eyes, so there was no scope of cheating, but if i would have not been present there, they would have charged me with the cost of switch as well as motor or anything else. Whenever a service manager inform us about a defective part, we give our consent on phone and pay the bills generated. It gives them a scope of changing the correct parts declaring it as defective.
While making the payment, i was just asked to sign customer satisfaction form. The customers are not supposed to give the ratings and feedback themself. The customers are asked to sign it only and they will fill the form themselves… they will give themselves good remarks as per their choice. I filled the customer satisfaction form myself and gave appropriate ratings, as per the quality of services i was given.
Normally the car is supposed to be checked by a competent quality expert before the delivery, but it was not there. The cleaning is average. The paint quality is very poor in comparison to the local road side painters. Now when i raised the matter with the service manager, it is found that the rubbing of the part painted is still not done. The matter came into the knowledge of the service head & i was promised my rubbing due on the next visit. Finally the car was delivered by 3.30 pm.

By narrating the entire story step by step, i want to highlight the following points.
1. How can the paint of such a big brand car started peeling off within 3 years of purchase?
2. Why the time taken for the job is not properly analysed before giving delivery commitment?
3. How can an authorised technician of such a big company declare the working switch/motor of the window, as defective? (I consider it as a scope of cheating with the customers on mass level)
4. Why rubbing was not done after the paint, as it is considered mandatory by all the standard car companies?
5. If rubbing not done, why didn’t they informed me in advance?
6. Why the cost of repairing such a small dent is too high in comparison with the other vendors.
7. Why nobody was bothered to check the quality of work done?
8. The service managers are overburdened and they have no time to speak to you properly. They are always in a hurry as they are handling so many customers at a time.

Is this the standard operating procedure of hyundai world wide???
Or
Hyundai, train/authorise their channel partners to do business by doing this kind of malpractices???

Niraj kumar
[protected]
Model – creta 1.6 vtvt auto sx+