| Address: C501, Arge Helios, Gubbi Cross,, Hennur Bagalur Main Road, Kothanur |
Dear Senior Management,
I am writing to express my deep dissatisfaction and frustration with the repeated and unprofessional service experiences I have faced with the Nexa Banaswadi service center, which have severely tarnished my perception of the Maruti brand.
We purchased our second car from Maruti in July last year, choosing it over other options specifically to support an Indian manufacturer. The purchase experience at Nexa Banaswadi was seamless, and we were genuinely impressed with the professionalism shown during the buying process. Unfortunately, the same cannot be said about the after-sales service, which has been consistently poor and increasingly frustrating with each interaction.
First Service
A month after purchase, I received a follow-up call for the first service. We scheduled the vehicle pickup for 8:30 AM, well in advance, considering that we leave for work by 8:45 AM. Despite receiving a confirmation message with the driver’s details the previous day, the driver did not arrive as scheduled. After multiple attempts, I managed to speak with him at 9:30 AM, only to be told that he had another pickup and would collect our vehicle only after that. The vehicle was finally picked up at 11:30 AM, causing significant disruption to our day. While I chose to overlook this incident as a one-off lapse, it unfortunately set the tone for what followed.
Second Service
The same issue repeated during the second service. This time, the driver candidly admitted he had been informed only that morning, hence the delay. I escalated the matter, and a customer care representative named Glory, who claimed to be a senior staff member, assured me that I could reach out to her directly in case of further issues. Her promise turned out to be empty.
Third Service – May 2025
My third service was due in June 2025, but service calls began aggressively as early as April. I explicitly informed the telecaller that the service was not yet due, either in terms of kilometres or duration, and requested no further follow-ups until June. Despite this, the calls continued incessantly and turned into a form of harassment. Reluctantly, I scheduled the service in May — only to face the same delay in pickup for the third time. The driver again stated he was informed last-minute, and that he had other vehicles to pick up first.
At this point, I had lost all patience and demanded to speak to someone at the top of the organization. Instead of offering a real escalation path, the customer care team (including Glory, Rebecca, and Brunda) engaged in evasive, manipulative behavior. After persistent follow-up, a person named Mr. Vinay Bhatt introduced himself as the Branch Head and finally acknowledged that my car was not yet due for service. I appreciated his honest approach and postponed the service to mid-June.
June 2025
Despite clear instructions to avoid previous mistakes, the same pickup delay occurred yet again on June 15. I had even proactively informed Mr. Vinay Bhatt and reminded the telecaller of prior failures. This fourth instance of poor coordination clearly reflects a systemic failure and lack of accountability within the customer service and logistics teams.
What is even more concerning is the dismissive and dishonest communication from customer care. While one team member claimed the driver was on leave, I personally confirmed with the driver that he was simply informed too late. This pattern of misinformation and manipulation is deeply troubling. Rebecca, in particular, continues to send misleading emails, further eroding trust. I was contacted by multiple individuals claiming to be “heads” of various departments or branches (e. g., Mr. Nitin from Frazer Town, Mr. Ram from Brookefield) with no clear explanation of their relevance to my case.
Finally, I received a call from Mr. Senthil, who introduced himself as the General Manager. His response — "mistakes happen" — is wholly unacceptable. Mistakes might happen once or even twice, but four consecutive service failures for the same customer indicate serious operational negligence and disregard for customer satisfaction.
My Concerns:
Why has there been no accountability for four separate service failures?
Why does your customer care team provide false information and refuse to offer genuine escalation support?
Is this the level of service quality and customer sensitivity that Maruti stands for?
If customer handling is so poor, what assurance do I have that the actual servicing and repairs are handled with any diligence or integrity?
I am extremely disappointed and am now seriously reconsidering any future relationship with the Maruti brand. I request a formal apology, an explanation of the corrective measures being taken, and assurance that such issues will not recur. I am forced to rethink about giving my car for service at Nexa Banaswadi, and I stand to be a loser of my 3rd free service benefit because of them.
Sincerely,
Sunil Kumar S
[protected]
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