Maruti Suzuki — Escalation regarding after sale service Car# UP 14 CQ0887 | |||||
To Ombudsman Officials, This is to escalate an issue which had happened with my wife and me on 11 oct 2015, when we visited Rohan Motors Ghaziabad, Patel Nagar Branch for an ongoing issue about clutch & plate in my car Wagonr vxi that We purchased on 17 July 2015 from same place as mentioned above. We have been facing issue with the Pick up of the car since the day of purchase and we had called to the sales man there and informed about this issue on the next day (as we had only his number with us and only know him there), but they told that as it is a new car it will take some time to adjust and we need to wait for some time. So we agreed and since our car does not run for very long each day, as only 12-14 kms each day is running of my car, so there is very minimal usage of Clutch and hence we did not pay attention to this problem. Then in the month of September we got stuck in traffic Jam due to Ganapati Visarjan festival, and there we had to use the clutch and plate and then we realized that there in issue in the Pick up of the car as car got stop in between on the road and took a long time to re- start and hence, then and there we called Maruti Maintenance staff and one of them met us on the way and he checked the car by taking a test drive and said ( Kuch Nahi Hua hai, sab theek aap Car chalao bina kisi tension ke aur agar kuch hota hai to hum baithai hai), We also raised this concern in our first service as well that there is an issue with the Pick up of car, and again the answer was same from Maruti Maintenance staff, that no issue and every thing is Ok with the car. And when we again got stuck in Traffic on Saturday 10/10/2015, and car was not picking up hence we took help of some local driver over there so that he can get our car parked aside. And when we asked him that what is the issue he told us that (Clutch Plate to Kharab ho gayi hai). On this we called again Maruti (Rohan Motors Ghaziabad, Patel Nagar Branch) and they told us that bring your car over there. So we went there on Sunday 11/10/2015. And we met first the sales person who sold us the car and he was very Rude and dint have the courtesy to talk to a lady even. When my wife told him this problem he replied (mein kya clutch mein ghusa rheta hu jo mujhe pata hoga) on this I replied that no body destroy their car( And he told that mujhe nahi pata tum kaisai drive kerte ho) (CLUTCH TO 1 K.M. PER BHI KHARAB HO JATA HAI). On this we moved to Maintenance Staff and they said that they can not help us because (Clutch issue hai, aur isme wo Kuch nahi ker sakte kyoki Clutch to Car ke Showroom se nikalte hi kharab ho sakta hai). IS IT TRUE THAT MARUTI USE SUCH A LOW QUALITY PARTS IN THEIR CARS THAT EVEN SALES PERSON AND MAITENANCE STAFF FROM MARUTI AGREES THAT, AS SOON AS CAR IS OUT OF SHOWROOM CLUTCH PLATE WILL BE FINISHED. IF IT IS SO, THEN WHY TO HIDE, LET THE PEOPLE KNOW AROUND THE COUNTRY THAT THINK BEFORE SPENDING HARD EARNED MONEY ON MOST TRUSTED BRAND BECAUSE REALIY IS SOMETHING ELSE. I need your help because my car has been facing this issue since starting and I was complaining this issue to Rohan Motors Ghaziabad, Patel Nagar Branch continuously, but they kept on saying that not to worry everything is OK with the car. And when now this issue has completely destroyed clutch plate of my car, they are charging around RS. 4, 500 to us as they say that (Clutch to Puri badly jayegi). We are feeling very helpless and duped because we have been facing this issue since starting and no one is ready to listen to us even we tried to contact some higher officials in Rohan Motors Ghaziabad, Patel Nagar Branch but no body is listening and looking into this matter. Let me know as soon as possible if this issue can not be taken care of so that I can take my next step towards lodge a case in consumer court. Regards, Shashank Gupta and Mrs Swati Gupta [protected], [protected] Was this information helpful? | |||||
 1 Comment | |||||
Comments
Customer satisfaction rating Customer satisfaction rating is a complex algorithm that helps our users determine how good
a company is at responding and resolving complaints by granting from 1 to 5 stars for each
complaint and then ultimately combining them all for an overall score.
Read more
Read more
25%
Complaints
6886
Pending
0
Resolved
1707
+91 11 4678 1000 [New Delhi]
+91 22 2659 0478 [Mumbai]
+91 48 4408 8400 [Cochin]
1, Nelson Mandela Road, Vasant Kunj, New Delhi, Delhi, India - 110070
I bought a Vitara Brezza ZXI+ vehicle from MARUTI SEVA ARENA, Amravati Road and had below experiences which according to me are harassing in nature and totally not expected from a company like Maruti.
Please read below experiences and let me know if they are good or action needs to be taken on them.
A. Test Drive / Pre booking experience
1. Test drive booking time was violated by 2 hours and when they came there were two guys one of them came with us for a test drive and the other one called 3 times in 15 mins to the guy in the car and asked him to return early. This resulted in a rush and we were not satisfied with the test drive.
2. The person was refusing rudely for a discount but when requested he called his manager discount granted instantly (he was not listening at all and not considering the discount request)
3. The person has not mentioned the Maruti guidelines that Discount is only valid if we purchase insurance from Maruti and other insurance is not allowed. (He should have explicitly mentioned if there is a condition for discount.)
B. Finance issues and Relation with banks.
1. Finance representative in the Showroom is an absolute waste of customer's time. Navin from the loan department took my documents and was not able to process the loan for 5 days and when I visited the bank and invested my day the loan process got started in one day. That was a 3000 rs loss for me as I had to take leave without pay.
2. I had finalized a deal with showroom guys at 11 lac 16 thousand but Showroom guys refused to share that bill to the bank and instead they insisted to show a bill of 11 lac and 43 thousand. (Invoice and Quotation is attached for reference)
According to the Showroom guy they cannot show the discount on paper. If it's legal discount then why they were hiding (It causes time to process the loan)
C. Behaviour after booking vehicle
1. Discount will fail if bought insurance from another company is communicated after the booking and when asked why, the representative Pankaj Yadav replied very rudely and he was not at all convincing (Call recording is attached for reference)
2. "If you want to cancel the booking I can’t help it" these were the words from Pankaj Yadav.
D. After Sales concern
As per the Government rules Dealer should not deliver the vehicle without a number plate. When we asked the sales person he said, Maruti delivers the Vehicle without number plate and you can drive the vehicle without Number plate.
It’s been 6 days since I have received the Registration number from RTO but still the Vehicle number plate has not yet been delivered (Multiple follow up taken).
All the above caused tremendous mental harassment and physical exertion, I am escalating this because I don't want any other customer to face this issue any more.
Overall experience is VERY POOR in terms of Behaviour, service and most important is communication with customers is not at all Satisfying.
Representatives of Maruti should learn from representatives of NEXA as the NEXA people are way more mannered and polite than the Maruti showroom sales people.
Ms. Neetu Singh seems to be the only well-mannered and professional person in the Maruti showroom. I would like to thank her for the polite nature and quality of customer interaction.
Though the mail is lengthy I would request you to kindly read and take appropriate action against this unethical behaviour.