Maruti Suzuki India — damaged baleno back seat

Address:

1, Nelson Mandela Road, Vasant Kunj, New Delhi, Delhi, 110070

Crm:[protected]
Complaint# n[protected]i recently purchased a baleno alpha model from the nexa kataria koramangala showroom. The sales person was excellent, i think i got the car at a good price. However my experience turned extremely horrible after the back seat had an issue. It was loose and part of the thermocol/foam material underneath the seat broke. After taking the car to nexa showroom, the dealer quality person outrightly denied that the seat had any issue. Her claim was that while doing the floor lamination, the foam material broke. She outright ignored the fact that the seat issue (Back seat wont lock with the chassis) was informed to the sales person the next day after delivery while the lamination was done a day later, btw i had enough material to prove but who cares to listen. I tried to raise this point with kataria management and maruti. Several attempts made by me was useless. After 6-7 attempts to fix the seat issue by showroom and then their service centre, the seat is now tightly fixed. I have my finger crossed that this is not a temp fix.

There is no acceptance on changing the seat. Kataria service centre manager wrote an email confirming that the seat has no defect, however maruti never acknowledged that the seat did not have any manufacturing defect or that the seat cover was installed appropriately. I am not convinced that there was/is no problem with the seat, because multiple attempts had to be made to fix the seat to the chassis by showroom people and then by kataria service centre, while apparently it is just a simple lock mechanism.

Long story short, after-sales service and most importantly customer complaint resolution by nexa kataria and maruti is expected to be an unimaginable nightmare.

I wrote emails to kataria management and maruti for almost 5 days, called maruti, twitted maruti to get the first decent response to my issue. The maruti regional manager told me two days back that he will check and get back. That never happened, they dont even respond to emails, highly ignorant.

After this horrible experience, i started feeling sick to an extent that i have left this to my fate. If i had the slightest hint about this whole maruti brand customer service standard, swear i would not have set my foot towards maruti. There are multiple negative feedback and opinion about maruti's build quality but here is a new aspect to look at - how is maruti's after sales service?

Review well before investing, i somehow failed i think.