1. I booked my ciaz rs with maruti (Dealer m/s. Shivam) and handed over my old hyundai getz car to them.
2. Maruti decided to stop production of ciaz rs which m/s. Shivam took quite some time to inform me. [they even collected the balance money from me for delivery and refunded it after arguments. I am not getting into matter this right now.]
3. M/s. Shivam told me that they would give me a lesser model instead if i could wait another 6 weeks.
4. I told m/s. Shivam that if they cannot give the car i wanted, they should return the old car. They dilly dallied over it and later told me that it was already sold. [they paid me the agreed value of the car much later after protracted correspondence and phone calls but did not make good the exchange bonus of rs.30, 000 promised to me. They said maruti has no policy of doing so. The documents - rc book proves that the sale was actually effected much later.]
5. Meanwhile, i complained to maruti and approached another maruti dealer, sai service who had ready stock of ciaz rs version and purchased it from them.
6. Due to the inability of maruti to honor their commitment to me through their agents, m/s. Shivam, i was deprived of the exchange bonus of rs. 30, 000/- promised to me by m/s. Shivam, even though i handed over the car to one agent of maruti and bought the same car from another agent of maruti.
M/s. Shivam explained to me that so far maruti does not have a policy in place to honor its commitment to its customers who are forced to switch from one of its agents to another due to maruti's/ agent's inability to honor their contractual obligations. They said that only the agent who sells the car can give the discount. The one who sold the car tells me that they have nothing to do with the old car.
My legal department tells me that when maruti stopped production of the ciaz rs version, it should have thought of these eventualities and worked out mechanisms to ensure that their legitimate customers are not victimized. Instead of making a customer chase its agents, as a respected indian brand and as a responsible principal, maruti has to find a solution to compensate the losses it has caused to its customers.
7. Kindly note that maruti is ethically and professionally liable to make good at least this amount of rs.30, 000 (+ rs.10, 000 - in lieu of accessories) to me as i lost it due to no fault of mine. As of now, i would not like to pursue the costs of mental agony or ask for compensation - only for the simple reason that i do respect the brand/ the company.
8. I appreciate that m/s. Shivam had contacted me and offered to give me rs.10, 000 worth of accessories as a compromise solution. However, i am not interested in this as:
(A) the offer made to me on the old car to me was rs.1, 10, 000 [i. E. Rs.70, 000 old car value (Paid to me), rs. 30, 000 discount and rs.10, 000 accessories (Not paid to me).] i want only my legitimate dues - exchange bonus of rs.30, 000 plus rs.10, 000 in lieu of accessories.
(B) as the car is a fully loaded version and as i have already bought whatever accessories i needed from sai service, i do not see any point of receiving any additional accessories.
(C) my main concern is about not having received the promised bonus of rs. 30, 000 (+ rs.10, 000 - in lieu of accessories) from maruti despite having sold my old car to their dealer/ agent and bought the same car from another maruti dealer/ agent, as the 1st agent was not able to offer me the car that they had contracted to sell me on behalf of maruti.
Maruti may please make good my loss at the earliest.
Maruti Suzuki India customer support has been notified about the posted complaint.
