Hyundai Motor India — Services

Address:

411018

Dear Mr. Earl, I am Mr. Sandeep Doke one of your small Hyundai customer. Registration Number: MH14 BC 9428 Model: Santro GLS I am writing to you hoping that you will improve your services in future. Let me tell you my experiences with Hyundai now a days. There were very minor issues present in a car like Rattling noise coming from right rear window as rear power window is not functioning well which is disturbing a lot during driving. Steering noise. Treatment of front headlight (Not pre-planned, decided to be done at last moment). Granted attitude: Since issues were not major I thought I will drop the vehicle on the way to my office so I had visited your service center on 22nd Dec morning 10.30 without appointment. As soon as I entered in a room I noticed there was much chaos in the reception room like a fish market. I have started looking here and there (as no one was present at the reception desk) to find out the person who can atleast listen my vehicle issues. Everyone was pretending like they are too much busy person on the planet. No one was bothered to ask me what I am looking for. I have enquired someone there who had wear Hyundai’s Uniform, he insisted me to sit on the chair on reception desk. After 10 minutes one lady came and she has taken my vehicle details in a register and said someone will attend you shortly. I did not know that what does “shortly” means for you guys. Upon my several requests and showing disappointments, she has assigned one advisor at 12:15. It took you 1Hr 45mins just to allocate advisor?? Is it a reasonable time?? Are you guys taking customer as granted? Their time is nothing to you? (Surprisingly I would like to mention that during this 1hr 45 minutes waiting period, I noticed that your advisors were not ready to take the responsibility of taking follow-ups with customer. Seems that running away from the responsibilities and taking extra load.) False Promises: Nevertheless I have explained all the issues mentioned above and specifically said that I need to go to my hometown next day morning 6.30AM to attend one of my relative marriage, so getting vehicle on time is very much necessary.. I had repeatedly told him to give me the vehicle on time whatever the condition is no matter if it is half done. Advisor has promised me that I will get the vehicle at 19:00Hrs on the same day (22nd Dec). Communication Gap: Till evening 6PM there was no call from you guys, so I called on the number given to me then I realized that person is different than the morning who took my complaints. He told me that your vehicle is not ready infact it has not taken for service yet. This was big shocking for me. I explained him my next day schedule and told him that “I was promised to give the car at 7PM anyhow, how could you say vehicle is not ready at 6PM”. He said he is not aware about all this and will call me back in sometime. (We are explaining our complaints to one advisor and follow up is being taken by another who has not been conveyed/handovered properly by first advisor. Then what is the use of explaining our problems to first advisor? ) Still more to come.. At 19:17Hrs, I called on the same advisor’s number, Number was “Switched OFF”. I waited till 8PM but no calls from you. I realized that you guys made me fool. So thought of sharing this incidence with one of your responsible member so finally at 20:34 I called you (Mr. Earl). After our call, I got a call from service manager saying same thing “your vehicle is not ready and will get it tomorrow only. There is no other way.” Is this what I was expecting from him? The approach and casual attitude shown to me was totally unacceptable. Next day I took the rented car and attended my marriage. During this time I got a call from your advisor saying there are major expenses (around 20K) to remove steering noise and rest all are done and vehicle will be washed and will keep it ready by 10.30AM 24th Dec. On 24th Dec, I visited your service center and rest what happened you know as you were the witness. Vehicle was not washed, covered with lot of dust and most interestingly the problem was still there for which I had came i.e rear window noise. If you read the points mentioned in your feedback form, all these points are there and sorry to say nothing is being followed up. So I have given poor rating for all your services. I am thankful to you atleast you have listen my complaints carefully. This is really peak time to get up and improve your services otherwise you will loose much more business in future just because your services are poor. You already lost 1 customer here.