| Address: | Bareilly, Uttar Pradesh |
Letter No: Complaint No.1 / Hyundai / Customer Care Date: 06-11-14
Sir
This is to bring to your notice the absolute callous attitude and disdain for the service ethos of few employees who seem to think that the customers of your products come to your showroom regarding problems of the vehicle more for 'seeking their expert advice and help' than of considering it a business duty to attend them. The case in highlight here is, staff at AKC Hyundai Bareilly U.P. It has been a month now since my vehicle is lying unattended and bringing the matter to the notice of their immediate superiors at Parsakhera too didn't yield any result. The persons involved in both these centers seem to have colluded into holding each other’s interests to prevent me from going any further to approach customer care and suppress the truth wherein they acted irresponsibly and rudely both in words and action.
It was in 1st wk of oct when i went to AKC Hyundai to get my vehicle repaired
for, its giving abnormally less mileage of 7-8 Km/L with loss of smoothness while driving along with various other repairs. Sales manager Mr Anand after listening the problem simply says he can’t help me as he is involved only with sales and told me me to find out at parsakhera where they send vehicles for repair.I asked to atleast guide me by giving a contact no. for which he said he is again connected with sales only.I was appalled with his attitude when he made me wait for 1 hr getting into his cabin while I was outside the showroom on the road. Finally I was shocked to see the office being shut down and learnt that the SM has left through another exit in the back to avoid me. When I called he disconnected the moment I identified myself. His tele on. IS [protected].Adding insult the injury is his staff who were watching the whole scene finding it very amusing…watching somebody left in the lurch till late evening and seeing the phone was not even being attended to. When I asked for help as to how I can about now, their reply was ‘hame kaise pata hoga soch rahe hai aap?Dekh nahi rahe ki ye showroom hai. Repair ke liye to doosri jagah jaana padta hai!!’Their names were Prakash, Mohit and Rajeev.They were rightly following the footsteps of their boss.
Now pl tell me how can a customer inspite of going the showroom of a internationally reputed automobile the vehicle of which he purchased (Hyundai Accent GLE) is rendered this sort of shoddy treatment? Doesn’t the company have any responsibility in after sales? Is this the way a person is treated once he bought the car? While during the time of purchasing you go to any length to appease and please the customer. You spend all time in the world and shower him with all goody goody things and offers. But once the vehicle is purchased, he becomes some sort of a expired object and you look for another prospective buyer. Doesn’t the company advice it’s staff especially ones holding responsible post like Mangers to bind to at least a minimum amount of courtesy and ethics? It’s a shame that I am requiring to spend my valuable time this way approaching you to intervene and take necessary action. You must realize that you are not doing me a favour by attending to my vehicle; rather it’s a duty you are expected to abide by. The manager Mr.Anand has no right to behave this way. It is disgusting.
And yes, what takes the cake is when I find out that Mr.Anand and his staff who
dutifully copy him are not the only ones to manage to shy away from doing their bit to customer. When I reported the matter to your so called CRE…Customer Relations Executive ..one Mr.Marshall at Parsakhera he did a very great job of first pacifying me and promising to send a rep home to collect my vehicle and get it repaired and then postponing it a bit due to “ technical issues”. He postponed it some 5-6 times till now giving reasons like above and gradually managed to decrease my expectations from your company before cutting short my conversations with ‘ok..ok’ and doing nothing and finally stopped attending my calls altogether. Great..Great.Seems he did Ph.D in How to evade a customer without actually being rude on his face.It has been some 40 days now since your company staff at AKCHyundai Bareilly and service center Parsakhera are being on the roll with me. What I found rather interesting is the way your staff hold each others hand in facing a situation which can possibly gather reasons to complaint to higher authorities. Everybody joins to be on the same side to make it look as if it is the customer who is actually at fault and is being unreasonably demanding. I have call details and copy of messages that transacted between us. But I think is it really required for me to waste my time following up this group of people who are really not worth sparing few minutes or too late to expect any change on their behavior and attitude. I am informing you names and tele nos. of staff whom I approached but didn’t get any kind of help that can be expected: 1. Mr. Marshall – [protected] 2. Mr. Pankaj -[protected] 3. Mr. Ram Mishra – [protected] 4. Mr.Anup – [protected] and I have already given you above, the number of my first contact, the sales manager AKCHynudai, Bareilly - Mr. Anand
Finally when I discussed this issue with a friend of mine in consumer forum he
advised me to take this initial step of intimating the matter to your Grievance cell or customer care and just watch giving you reasonable time and follow it up slowly keeping copies of my letters to you and also sending same to Indian consumer forum at the same time. I provide you the opportunity to rectify the mistakes done by your staff and take necessary action and attend to my problem for which you are legally bound to.
Thank you
Major N.Subramanyam
Military Hospital,
Bareilly Was this information helpful? | 
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