[Resolved]  M. K. Motors, Kottayam — Regarding the inconvenience and loss of money due to the maintenance work / service of my TATA Nano car at M. K. Motors, Kottayam

Address: Kottayam, Kerala

From, Mr. Anil George Uzhuthuval House Pala P. O. Kottayam District, Kerala Ph. No.: [protected] / [protected] To, The TATA Motors Limited Sub: - Regarding the inconvenience and loss of money due to the maintenance work / service of my TATA Nano car at M. K. Motors, Kottayam. Respected Sir / Madam, I am writing this letter to inform you my grievance on the inconvenience, loss of money and insecurity due to the maintenance work of my TATA Nano car and on the irresponsible service and malfunctioning of your authorized service centre named ‘M. K. Motors’ located at Kottayam, Kerala. Even though I had already submitted the following complaint to the respected authorities of TATA Motors Company, I haven’t yet been benefited any more. I am here by repeating my grievance to your knowledge. I, Anil George, residing at Pala, Kottayam district, Kerala, purchased a TATA Nano car (Reg. No.: KL 35 B 5036) on 2nd September 2010 from St. Antony’s Motors, Kottayam, Chassis No: MAT 612222AKF06657, Engine No: 273MPF103FZYKO8063. I was very happy to purchase a TATA Nano car from a reputed brand by the TATA Motors and I was seemed to be happy and satisfied with my TATA Nano car even though I have a couple of other vehicles. I was seemed to be the first person who owned a TATA Nano car at Pala. Later, a lot of persons including my customers, staffs and business partners bought TATA Nano car only because of my reference. As per the terms of the company, the warranty period of the TATA Nano car is up to 60, 000 Km, or 4 years from the date of purchase whichever is earlier. My TATA Nano car has completed four years and at present the reading of my car is 72, 000 kilometers. I was keen on buying TATA because of the brand name and just because it is an Indian car. Now, I lost my hope and patience. Not only due to the repairment expenses and service charges which I had already been paid to the TATA Motors company but also because of the pathetic service from an authorized service centre of the TATA Motors named ‘M. K. Motors’ located at Kottayam, Kerala, I think that the foreign cars are better when it comes to service and delivery. On 29th April 2014, I asked the M. K. Motors, Kottayam (an authorized service centre of TATA Motors company) to service the above mentioned TATA Nano car due to the leakage in radiator. They took my Nano car from my home to their service centre with the condition that it will have been delivered home itself after making it perfectly OK. I was told from the M. K. Motors, Kottayam on 30th April 2014 that they had carried out “complete service” and had diagnosed the radiator leak and had put this right. When it had been returning from their service centre to Pala (where my home is located), they informed me that the vehicle was stopped at a sudden nearby Kottayam due to the jerking of the piston and smoke and fire was generated all of a sudden. The service providers told me that the fire and smoke from the car had been extinguished by the Fire Force. They took my TATA Nano car back to the service centre immediately and asked me an amount of Rs. 51, 000/- for the further repairment and service. Indicating my discrepancy with the payment, when I had told the M. K. Motors that the car will be repaired somewhere other than an authorized service centre of TATA Motors, they reduced the rate from Rs. 51, 000/- to Rs. 35, 000/- swiftly. When I made the discussion with some experts regarding the repairment of my TATA Nano car and approximate cost needed, I understood that the demanded amount from M. K. Motors is too high to tolerate. I disagreed with the latter too and took my car from their service center (M. K. Motors, Kottayam) using a pick-up van on 3rd May 2014. It had been entered in an outside workshop located at Pala on the same day itself. I still wonder about their demand of payment of Rs. 51, 000/- and its reduction to Rs. 35, 000/- for the repairment (Please see the Enclosure). As a reputed authority of TATA Motors Company, you are requested to know what is going on in your authorized service centers and the extent of inconvenience and difficulties made to the customers especially at M. K. Motors, Kottayam. The M. K. Motors, Kottayam had not only failed to carry out the work on my TATA Nano car with responsible skill and care, using parts of satisfactory quality and fit for their purpose as laid down by the Supply of Goods and Services At 1982, but also not yet been given any spare parts for the repairment of the same even after it is demanded from my part. Even though I had called a number of times through phone for the required spare parts, they didn’t accept my request. I myself purchased all the spare parts needed for the repairment of my Nano car from Ernakulam and Pune either directly or through courier. Hope that you can understand the extent of difficulty and inconvenience which I faced during that time. I am very disappointed with my TATA Nano car now. The company is claiming that the average mileage as 23 to 28 kilometers. My car never gave the average mileage from the day one. I went to service centers for the same but it could not be improved. Therefore, I am getting a loss of money approximately Rs. 5, 000/- per year due to its less average mileage. Also, I had paid more than Rs. 50, 000/- (based only on the billed payments) to the TATA Motors company as service charges, all oil changes, wheel alignment etc for the last four years (Please see the Enclosure). I still prefer to use TATA Nano car for my business and personal matters even though I had already lost an amount of nearly Rs. 1, 00, 000/- (One Lakh) as service, repairment, mileage problems etc. Now, my TATA Nano car is under repairment in an outside workshop and I spent Rs. 25, 000/- (as repairment + workshop charge) till now. I am a business man making use of my TATA Nano car for my business purposes. When it was under the repairment, on every occasion my business partners, customers, friends and staffs asking details about my TATA Nano car, I told them that it was under service and would be back soon. Further, whenever a person is asking comments about the TATA Nano car for his / her own purchase, I still doubt about how I dare to say that the service and also the performance of the car are good even after getting the bitter experience from the service providers and also with respect to the extent of repairment came to pass my TATA Nano car. Since my TATA Nano car had been in the workshop for the last one and a half months, I was much unsecured because of the pending in my business, time loss etc. I am really disappointed with the service: first, the car was not delivered in proper condition; second, the amount of inconvenience caused was immense because of the delay in repairment of the car. Many of the TATA Nano car owners who purchased it with my reference discussed their problems and complaints about the maintenance of the TATA Nano car and some of them shared their unbearable experience with M. K. Motors, Kottayam. The representatives at M. K. Motors, Kottayam are least bother about the customers. This is the summary of my earlier mail which had been sent to the TATA Motors Company. After passing through all the above mentioned information to the relevant authorities of TATA Motors Company, I got a call with reference to my letter from the M. K. Motors, Kottayam. In accordance with their convenience, I gave an appointment to them in between my busy schedule on the same day itself. Based on that, three personals from M. K. Motors named Ms. Sabitha Pradeep (Customer Relations Manager, M. K. Motors), Mr. Anishkumar M. G. (Service Marketing Officer, M. K. Motors) and Mr. Dellis Savior (Service Manager, M. K. Motors) visited me at Pala. We met at Pala twice and later informed me that the fault is not because of the M. K. Motors, it is absolutely because of their company driver who drove my TATA Nano car to Pala without noticing the glow of the engine light and he is going to be dismissed from their company, M. K. Motors without any delay. I informed my disagreement with them saying that whether dismissing their driver or technician from their company is none of my business, but I should be compensated for the fault which is caused by the M. K. Motors, Kottayam. Also, I got the information from Ms. Sabitha Pradeep, CRM, M. K. Motors that the technicians at M. K. Motors who repaired my car successfully replaced both AC blower and wiper blade of my TATA Nano car by the new ones when it was serviced on 29th April 2014. But, I had been informed by the repairman belongs to the outside workshop who repaired my car later that not only the existing AC blower in my TATA Nano car had been replaced by an old, damaged and broken one but also the wiper blade had not been replaced by a new one. I pointed out the same with solid proof from the outside workshop repairman to the knowledge of M. K. Motors, team. On the next day itself, M. K. Motors’ team changed their stand. They twisted the truth (the original incident which they had already described to me in the previous day) to a fake story for their existence and expediency. They informed me in the following manner that two of the technicians of M. K. Motors named Mr. Sunil and Mr. Benny cleared all the complaints of my TATA Nano car and their driver named Mr. Satheesh (who took my TATA Nano car from my home to M. K. Motors workshop) is allotted to return my TATA Nano car home at Pala. Based on the reply of Ms. Sabitha Pradeep, CRM, M. K. Motors (Please see the Enclosure); I can firmly say that the service provided by the M. K. Motors was an utter failure because the fire incident was happened nearby Kottayam which is hardly 12 kilometers away from their service centre / workshop at Channanikkadu. Since the M. K. Motors, Kottayam least bother about their customers, the fire force might not have been called by them, but it is hundred percent true that the fire force extinguished the fire and heavy smoke emitted from my car which saved my TATA Nano car from total destruction. Even if all the damage of my TATA Nano car is absolutely because of the maltreatment of M. K. Motors, Kottayam, Ms. Sabitha Pradeep, CRM, M. K. Motors informed me in the next day that they are offering only two services free of cost for my car. Since I had already been bitterly experienced with their service, I simply denied the offer by saying that I would not be profited by those two free services from M. K. Motors. She called me on 4th July 2014 through my mobile phone and told me that I will be contacted for the settlement on last Saturday (5th July 2014). As I hadn’t got any call from her side, I made an effort to contact her on 5th July 2014 and got the reply that she was on leave. Later I tried to contact her on Monday (7th July 2014) and got the information from her that she was in a meeting at Ernakulam and I would be contacted on Thursday (8th July 2014). When I contacted on 8th July, she told me that the manager was on leave on that day and their decision would be informed me on Wednesday (9th July 2014). Then I realized that she and the M. K. Motors Company are going to cheat me. On 9th July 2014, I got the information from her that their offer is the same which includes only two services free of cost. Actually, Ms. Sabitha Pradeep, CRM, M. K. Motors tried to make me a fool / clown on those days saying that she would contact today, tomorrow, next day etc. More interesting fact is that I got a mail on 9th July 2014 itself from Ms. Sabitha Pradeep indicating that they are offering Periodic service of 2 years or 30, 000 kilometers on free of cost for my TATA Nano car. The M. K. Motors’ team is saying one thing and acting in a contradicting manner. Not only the inconvenience, but also the time and money loss are the after effects to me because of their visit / talk. Not only me but also any one owns a car couldn’t make any justification to M. K. Motors’ offer to my TATA Nano car. The old engine of my TATA Nano car had successfully been replaced by a new one in my own cost in an outside workshop and I showed the M. K. Motors team my fully functioning TATA Nano car when they reached at Pala for the compromise talk. I still doubt about what is the significance of that offer especially from M. K. Motors. As per the terms of the company, the warranty period of the TATA Nano car having the new and original engine is up to 60, 000 Km, or 4 years from the date of purchase whichever is earlier. Also, I well knew about the dreadful service which had been provided by the M. K. Motors, Kottayam even if there is full payment of repairment fee and service cost from my side. I can just imagine that how pathetic, terrible and pity will be the service of M. K. Motors, Kottayam, if it is free of cost. How do I dare to hand over my fully conditioned and well being TATA Nano car to their service centre? Basically I am not interested with any more dealings in the sense of service / repairment of any of my car with the M. K. Motors, Kottayam further. I need your help to stop such kinds of malpractice and malfunctioning by the authorized service center of TATA Motors Company named ‘M. K. Motors, Kottayam’. As a respectful authority of TATA Motors Company, you are requested to pass necessary instructions to your authorized dealers and service providers at Kottayam (especially M. K. Motors) for the sake of both your customers and their vehicles. Based on the above given facts, I humbly request you for the favorable consideration of the respected authorities of TATA Motors Company to take necessary action so that either the amount which I spent to repair the car in the outside workshop only because of the malfunctioned service / repairment of the M. K. Motors, Kottayam should be refunded at the earliest or kindly extend the warranty period of my TATA Nano car which is having the new engine up to 60, 000 Km, or 4 more years. And, the latter should be acceptable only if the service provider is any authorized service centre of TATA Motors Company other than the M. K. Motors. I think that this would be a way of successfully resolving my dispute without resorting to legal action. I shall be very thankful to you. Expecting a favorable response from you as soon as possible, Thanking you. Sincerely, Anil George Pala, 18th July 2014.