I am Maruti's customer, through dealer, Indus Motor Ltd Kannur Kerala
I am terribly frustrated with service and behavior of your dealer.
I am forwarding you the email which I sent to the dealer.
Please go through the email and enclosed photos.
Just see how irritating you will be if you go through this.
See the service / workmanship in fitting seat cover, that is shown by your dealer.
Revert me with the actions which you will take.
Tell me how will you be compensating for my lost mental peace and time and money and many more...
Waiting for your reply.
Chetan Kumar,
Unsatisfied customer
[protected] Forwarded message[protected]
From: chetan kumar <t;
Date: Mon, Nov 3, 2014 at 12:01 AM
Subject: Fwd: Feedback on seatcover fitment
To: sameercn
I need the reply with your solution.
Please go through the enclosure.
Please think all these things are done to you. Place yourself in my position and tell me how will you be feeling? I want you to reply.
I gave enough time to fit the cover actually more than required. I left car for two days. there is no dedication and workmanship in any of the work which your people doing.
If your service was like this why should I come to you?
I should have gone to local shop. I would get much better service. I have my colleague who fitted cover in a local workshop which is much much better than yours. they done it so well. That too for less cost.
I gave you one month to build the stock of graphics and you could not even manage the stock. I sent the vehicle only after your Mr. Babu confirmed that he will arrange the graphics and he doesn't arrange it. Tell me what is your intention to irritate customer?
And he never updated me about the non-availability of graphics even after two days. I gave the vehicle on Wednesday morning and I dint get any update till thursday evening 0400pm, then to know the status I myself called him. Then he says he needs one more day.. If I wouldn't have called I wouldn't have got the vehicle on time. He was planning to keep it for another day. even after keeping car for one more day I am not sure he would have given the best service.
How can he decide to keep the vehicle without even discussing it with me?
He tells me only after I call at 4pm second day. I called him to know what time he will deliver the vehicle. but reply I got is he needs one more day.
What did he do for two days?
And you deliver the vehicle at 0830pm in the night when half of the kerala would have already slept. Both during first delivery and during delivery after service.
You know Popular calls one week in advance to remind and fix the date of service. They will pick the vehicle at 10am and deliver it back before 0600pm. They will call during the day once to confirm the completion of work and they will enquire about feasible time of delivery.
whereas you never bothered; Even though I had paid you entire money for all accessories, and I had informed well in advance that I need all those. you were not bothered during delivery of new car but atleast you should have taken care after one month, I had given you entire one month and you are not even bothered you just ignored because you got the money and so now its not your headache, Its my headache to get it done? ok even after I reminding about the requirement you don't even meet the requirements. You have a very bad habit of taking customer for granted and you feel you can do whatever you want do with customer. Your attitude will cost you.
I never got a call. not for reminding nor for any other reason and not even to say that you couldn't fix the graphics, only when I call I get to know. But you have taken money in advance even then you are not bothered.
I checked my colleagues car after service they cleaned the interior and exterior so well they even applied wax to interior. Now when I see mine after service I get irritated. I spent two days and petrol for around 100km what is the use? I am wasting both my time and money and I don't get anything satisfactory for that. you see the photos attached and tell me is it worth paying for the service which you have given. Now you will tell me you have not taken labor charge, but I have not asked for that, I wanted best service, you couldn't give that, you cannot compromise on quality of service for anything
If you are not interested to give good service you should have told me in-advance. I would have gone to some other workshop.
Now you say you will take care of customer and your staff is not even bothered.
I will just remind you how you have made me mad, (here you means Mr Sijeesh, who was representing you)
1. I wanted to buy a car Maruti Ertiga. so I contacted two dealers popular payyanur and Indus kannur.
2. I found the vehicle price offered by both to be same but the cost of accessories which I had asked was costing around Rs4000 / - more in Indus offer.
3. Popular had arranged the test drive and I decided to book the car from popular then the sales representative of Indus had contacted me and promised the delivery of the vehicle on next day of the payment of money whereas Popular wanted minimum seven days for delivering the vehicle.
4.The offer of delivering the vehicle in a day was only reason why I changed my decision of booking the car from popular and I decided to book the car from Indus even though the overall cost was on higher side by around 4000 Rs.
5. By booking the car in Indus I had compromised on the availability of service centre of Indus Motors, even though the overall cost was on higher side by around 4000 Rs.
6.The glimpses o[censored]nprofessional attitude of the sales representative were seen in the silly mistakes which were there on the quotations which he forwarded to me. In one of the quotation he even missed the road taxes.
7.I am not asking you anything extra or out of this world. I just expected that you meet promises which you only made and nobody compelled you to make those promises. Its your habit every time you make promise and break it. I think you get some happiness by breaking the promises or you get some happiness after seeing customer unhappy.
8.Only good thing the sales representative done was, he paid the booking amount of 1000 rupees from his pocket ( that I paid later ). He paid the amount because he could not come to collect the money.
9. I booked the vehicle on 15 Sep 14, I gave all my requirements of accessories like seat cover, graphics under body coating etc and meanwhile I applied for loan, bank required one week time for processing the loan.And bank told the loan will be approved by Monday 22 Sep 14. I gave the same information to sales representative and I asked him to make arrangements to deliver the vehicle as per the commitment of delivering it next day of payment, which he had made.
10. In between I tried to contact him to get the status of the vehicle; his attitude was totally changed and he never gave me exact status at-least 5-6 times I called him and always he used to give silly reply like he is not in office he is meeting with GM. on 18th Sep I asked him to give his managers phone number because he never gave me exact information. when I asked for managers number he told he will arrange the call back from manager on 19th Sep morning 1000am, I waited till 0500pm on 19th Sep I didnt receive any call back either from manager or from the sales representative. then I decided to call him back, he replied saying he didn't go to office that's why he could arrange call; I asked him about the status of car, he was unaware and again he told he will arrange call on 20th Sep.
again same attitude repeated I didn't receive any call on 20th, I then waited till 22nd Sep. After booking whenever I call you 70% of time you don't pick the call. and When I ask the status of delivery you are not even interested to talk to me. and many times I get a reply that you are not in office and you where with your GM thats why you couldn't pickup the phone
11 On 22nd Sep 14 I waited till evening 0500pm and I did not receive any call. My loan got approved on 22nd and I called to inform that the loan got approved after two three try he picked up phone and I informed him that the money has been transferred to your account. Then I reminded him about the promise which he made thats delivery of vehicle next day of payment. Then I asked him about the status he got angry and started shouting, he even told me that you can cancel the booking; Just imagine how I should have felt, Just before 5 - 10 min I told him that money has been transferred; immediately he shouts and asked me to cancel the booking. and then he says He was in-front of a corporate customer thats why he shouted, imagine how anybody can shout to one customer infront of other customer that too corporate customer, I think he was thinking that since he got corporate customer he dont have to take care of my requirement,
12. Following is the copy of mail which he sent me after he shouted that day (you can see the commitment he made again:
Sijeesh <sijeeshpit; Mon, Sep 22, 2014 at 7:17 PM
To: chetan kumar <;
Dear Mr.Chetan,
Thanks for your payments and I will try my maximum to arrange to provide the car as I committed.
Plz apologies if I talk wrongly. I was in front of one corporate customer at payyanur.
I know, you want us to deliver after 48 hrs cash credited to our company account and this was I promised.
Additional half day required to fix the accessories which I discussed during our early communication.
Kindly cooperate and appreciate your patience.
Thanks
Sijeesh
Sent from my iPhone
13. So as per his commitment he should be delivering the vehicle by Thursday 25 Sep 14 afternoon. The money was transferred on Monday 22 Sep 14 evening, If I add 48 Hours and half day maximum by 25th you should be delivering the vehicle.
14. I waited till Wednesday afternoon and I called him to ask about the delivery time on Thursday, he didn't pick the phone; after two three try he picked and was unaware about the status and he even not told me that its not possible or is it possible to deliver.
10. The I found Mr. Babu's number online and I called him; he told he is in meeting and he told he will call me after one hour. I didnot get any reply till one and half hour then I called him at around 0100pm on Wednesday. I asked him about the status of delivery of vehicle. he says vehicle is in transit and he will be delivering it next Tuesday or Wednesday that is 30Sep or 01 Oct 14. I told him I need it by Thursady evening. because you had committed and I had planned some of programmes accordingly, thinking that I will get the vehicle by Thursday, I trusted your commitments. When I asked him to deliver it on Thursday he told he will check the possibility and call me back in 20 min. I never got reply after that.
15. Then I got your number Mr Sameer. and I contacted you, and you some how could manage the vehicle on Saturday 27 Sep by 0530pm. and you told your representative will call me on 26th Sep to update the delivery status and time. I didn't receive any call till 0251pm on 26th, then sent him an sms to ask the time of delivery. He replies saying that he will check whether vehicle reached or not? see his attitude he didnot even check it till I contacted him. Even after all these issues and your commitment and directions. he told he will update me after checking it, I sent one more SMS at 0310pm to ask about the updates, he never replied, again I sent One more SMS at0413pm to ask whether he will be delivering it or not? again I didnot receive any reply. Then I again contacted you at 0615pm. you assured me delivery by 27th evening by 0530pm.
16. I recieved a call on 27th Sep at 0430pm from Mr. Sijeesh, he told he is leaving kannur by 0500pm and he will reach ezhimala by 0600pm. After receiving call from him I got ready and arranged a pooja at near by temple. I was about to leave my home to pick the vehicle at around 0500pm, same time I received a call from him and he says he is ready but there is an issue; He says he is not having the stock of seat cover and he told me he has not arranged the graphics because there three tyes of graphics and he was not aware which one to fit. and he says he will deliver the vehicle by next monday 29th Sep14 after fitting all those items. Now my question is why didnot arrange the stock even though you had enough time to arrange the stock and why didn't you told me about different graphics and why you have not asked me which one I need and on what basis you given me the quotation?, I booked the vehicle on 15th Sep and I told my requirements of accessories even before that. Then I called you and discussed with you Mr Sameer. Check below mail copy whic sent to Mr. Sijeesh about requirement of accesories. Sent on 13 Sep. you had 15 days to build stock and you have not done that.
chetan kumar <gt; Sat, Sep 13, 2014 at 9:49 PM
To: Sijeesh <;
Please forward the quotation. I need to apply for bank loan.
also provide me the final price of
Underbody coating
full mat
Floor mat
graphics
seat cover
reverse sensor
spoiler
17. Then I told please deliver the vehicle that day itself, he replied he will reach ezhimala by 0630pm, accordingly I asked him to deliver it near the temple where I arranged the pooja at 0700pm that day. I went to that place at 0630pm along with my HoD, expecting you to deliver the car as per his commitment. I waited till 0815pm and I have not received the vehicle and no communication also. Meanwhile temple closed. Finally you reach after 0815pm. You deliver it without seat cover and graphics. You give me bills without sign and seal and you didnot give me any bills of accessories and you have not given me the warranty cards as well. Even temporary registration papers not ready, no papers of road tax payment.
18. I asked about the bills, then Mr Sijeesh told he will send those documents through speedpost. He even took 60Rupees as Charge for speed post just think how cheap any body be. you even take money to send the speed post. When I receive speed post I dont get bills of accessories, warranty card etc.
19. You had rupees 13100/- balance in your account.
20. When you delivered the vehicle, petrol level in the tank was very less it was not even enough to reach the nearest petrol pump. I had to take petrol from my bike tank to fill it to car to take the car to petrol pump. How any body be this ignorant?
21. On 29 th again I had to remind him again to send the documents through post, otherwise he would have forgot to send it.
22. He made me promise in reduction in accessories price and he told he will arrange corporate offer of around 2000 rupees reduction. I not even got that,
23. I had to submit entire bills to bank within three days of delivery, but I had to struggle to get that I got the bill after repeated reminders atleast 10 times I reminded for that and every time I get reply saying he will give it next day. finally I got it 0n 14 th Sep.
24. After all these every thing going to be fine now, but I got a new trouble when I went for permanent registration. Your great staff made mistake in entering the address in temp registration. In place of permanent address you wrote temporary address that tooo mistake in PIN number, In place of temporary address place was left blank, when I ask Mr, Sijeesh about this and solution to correct this he says blindly that there was no space to write both the address in the registration form, my question is, if there was no space in form why is the space provided in the registration certificate. and he says it is not possible it to correct. Then he blindly says outside Kerala address cannot be entered in registration form. I checked with my colleague, he told it is possible he was outside kerala and his both address was entered in RC.
25. I contacted JRTO of Taliparmaba then to get the solution and I could manage to correct the address. Just for knowing whether Mr. Sijeesh has checked the possibility I called him and enquired about possibility of changing the address, he again says same thing its not possible to enter the outside address. Because your ignorance I had to waste my time and I had to contact JRTO,
26. one of the mail sent by Mr Sijeesh shown below, ; tell me did you made any one promis from these
We have already decided to provide Value Added Service like inside service twice in a month.
Benefits;
A) Time saving and visiting cost can be avoid.
B) Update in your canteen notice board. So it will help to register and get service with same price or best price than market.
C) Service like normal check up, cleaning & washing, oil and filter changes etc.
D) Enjoy more times with your family and outside traffic time can save.
E) Home delivery and after service also available from us 24/7.
Now tell me how will you react, if this happens to you?
Reply. I am waiting for your reply.
Regards,
Chetan Kumar
Deeply hurt customer of yours and you are happy doing so and you keep on doing it every time.
Attachments area
Preview attachment careless attitude of yours.pdf
PDF
careless attitude of yours.pdf
Aug 14, 2020
Complaint marked as Resolved 
