Maruti Suzuki India — Ciaz pathetic product quality poor addressal

Address:	Gurgaon, Haryana, 122001
Website:	www.marutisuzuki.com

Dear sir/ma'm,

Pathetic product quality and performance of nexa ciaz!!!..

My previous experience and faith with my swift led me to continue my journey with maruti suzuki's new product "ciaz" in-spite of ample trustworthy quality products the competitors like honda city, hyundai verna.. Still i purchased ciaz alpha on april'14, 2017 from your nexa rajsneh meerut dealership,

Currently the vehicle has tracked appx. 5100 kms...

As on a pleasant day with my proudly owned "so called ciaz" was on my way from dehradun to gurugram (Self driven) on 14th june 2017 for an official assignment at gurugram... To my astonishment a sudden abnormal noise caught my ears. With lots of fear and care for brand new vehicle i started inspecting to my best and figured out the sound to be from front right hand side. Still somehow i manage to pull the vehicle to gurugram.

The next day itself on june'15, 2017 at 9:00 hrs, i took the vehicle to one of your authorized service setup name "pasco". Feeling worried and ashamed of the product quality i explained the issue to the service advisor mr. Sharat. Who took the vehicle into his custody and assured the issue shall be resolved.

A test ride along with the floor supervisor was conducted for arresting the fault. The floor supervisor was not at all ready to acknowledge the abnormal sound and rather was covering the same by pointing it to be the sound of surrounding running vehicles on the road. I was continuously demonstrating the sound to the supervisor but he was adamant to listen to my voice. Still i left the vehicle to the workshop and told them to inspect further. Later at 14:30 hrs mr. Sharat (Front line supervisor) acknowledged that there was actually some abnormal noise from the vehicle. Again to my astonishment he told me that they have checked the belt and found it to be ok and they still are suspecting it to be the "water pump" issue (Blatant hit and trial scene).

Now the parts availability was a concern for them. Water pump was not available in their stock. They said that they have already placed order for the same (Vor) and the vehicle shall be delivered by evening (June'15, 2017 itself). Later on the late eve when the status of my vehicle was inquired mr. Sharat told me that the part is not yet available and shall be available by tomorrow only and the vehicle shall be positively delivered by tomorrow (June'16, 2017).

# manual job card was given to me against my vehicle and it didn't had any estimated vehicle delivery time, although i had clearly communicated pasco workshop team that i need to travel back to dehradun on june'16, 2017 night as i was on an official trip to gurugram..

June'16, 2017:- due to parts unavailability at their end, hence i was forced to stay back @ gurugram. Which eventually affected my liability to my working organization as well as my personal life. Further to my inquiry (Repeatedly) it has been informed rather committed to me by gm of pasco (Msil dealership) gm mr. Tarun that w/s will be arranging the part by june'16, 2017 night and vehicle shall again be positively be ready for delivery on 17th june'17 by 2:30 pm.

Days are passing by and the commitment dates are also passing by.

The issues mentioned which i am really looking to get answered from msil (Nexa) team are:

1) are you as an organization still looking forward to get jdp csi no. 1 ranking in 2018 with such poor quality service (Hit and trail methods), parts availability (Your plant being in the vicinity) and a pathetic consumer experience.

2) manpower at your workshop is still not trained enough to identify the actual product issue. Seems as if selling the vehicle itself has become the top most priority. Service and consumer experience after that are all subsidiary things.

3) parts availability for your premium product so called nexa products @ your dealerships is a major concern.

4) vor taking more than 24 hours to get deliver at the dealerships which are just adjacent to your manufacturing plant.

5) loss to consumer in terms of professional life, personal life, financial aspects.

Hope this shall bring forth a better insight of the issue and grievance faced at my end and all i had in my hand are commitments which are already passing by.