Maruti Suzuki — Delay in repairing

Address:

Ernakulam, Kerala

I have a Maruti Suzuki SX4 car bearing registration number KL7 BG 2939. It was purchased from your dealers Popular Vehicles, Ernakulam during September 2007. It has run less than 50, 000km. Recently I had a problem with the clutch. It was not transmitting enough power. I called the Popular Vehicles Workshop at Elamakkara and talked to them about the problem. They said that it might be necessary to replace the clutch. A driver came from the workshop and he found it difficult to drive the vehicle since the clutch was not transmitting enough power. Popular Vehicles called me and said that the vehicle will have to be transported on a truck to the workshop. I requested them to send a mechanic and try if the clutch could be adjusted so that the vehicle could be driven to the workshop. Two mechanics came and after inspecting the vehicle said that it was not possible to drive it. Therefore, they arranged a truck and the vehicle was taken in the truck to Popular Vehicle workshop at Elamakkara in the evening on[protected]. Around 10AM on[protected], one Mr.Sajan called me from the workshop and said that the clutch had to be replaced, but they did not have the spare. The spare will have to be ordered with Maruti and the repair could be taken up only after the part is received from Maruti. I told him that it was ridiculous that a company with a base of large number of SX4 in the area did not keep such often required spare parts. I contacted several people in Popular and finally Mr.Justin Paul of their Customer Care talked to me. He said he would somehow get a spare from any of their local branches and expedite the replacement. He called me in the afternoon and said that the new clutch has been received and the vehicle would be repaired and returned by the afternoon on[protected]. Mr.Sajan also confirmed this later in the afternoon on[protected]. But, today around noon Mr.Sajan called me and said that the new clutch assembly had some problem with it and could not be used. A fresh supply was to be arranged. He was not sure when he would get the new spare. However, he said he would be able to deliver the vehicle after repairs on[protected]. I am not sure that even this date would be adhered to since I had a very bad experience with Popular Vehicles in November 2009. They kept the vehicle for more than a week to replace a damaged rocker arm stating that the part was ordered with Maruti wand was yet to be received. I contacted you directly at that time and you were good enough to immediately intervene in the matter. Your local officer (Mr.Balaji, if I remember the name correctly) personally interfered in the matter and got the vehicle released one day after I lodged direct complaint with you. Therefore, I am afraid that Popular Vehicles is repeating the old game. I am a senior citizen of 75 years age and I find it extremely difficult to manage without my vehicle. It will be kind of you if you could immediately intervene in the matter and ensure that the vehicle is properly repaired and returned to me at least by tomorrow[protected].