Maruti Suzuki India — faulty service : poor car service and unsatisfactory customer

Address:

New Delhi, Delhi

This is to bring to your attention that i had purchased a maruti swift, vdi with abs vehicle number (Mh 02 dz 0097) in may, 2015 from your authorized dealer spectra motors in mumbai.
I have been a loyal maruti customer for all these years and have also used your vehicles in the past. Maruti being one of the leaders in the automobile industry needs to look into this as one unhappy customer can result into many more.
To highlight the issue i have been using the car for last two years and it has been handled with great care. I have made sure the car does not miss a service be it free or paid. I have got the car checked and serviced from authorized dealers at
Regular intervals as required. Recently i was relocated to delhi and the car was due for its paid service after completing 25000 kms. I had given the car for service to an authorized maruti dealer rohan motors based out of dehradun. There was no sign of any concern before this. The car was serviced and handed back with a bill amounting to inr 5478 which was paid to the service center. And to my surprise in a couple of days i see the engine malfunction light blinking in my car. I showed the car to the nearest authorized service center maruti service master based out of okhla. Even though the technician saw there was issue with the engine they did not take the car and i was asked to submit the car the next day. That very evening the car broke down in the middle of the road and the same had to be towed to the service station.
After rigorously following up with the technical advisors at the service station about the issue the team finally comes back to me with a shocker that the high pressure pump is not working the engine has fuel injection issues and the same has to be send for calibration and will cost me another inr 35000. This is highly disappointing because i fail to understand that why could this not highlighted when the car was given for paid service at rohan motors dehradun. This outs an impression that the car was never checked and just to fool the customer the bill was prepared. These authorized dealers are there to help the customers and not fool them. I am extremely disappointed and would want help from higher officials as i believe this could be solved/diagnosed well in time when the car was given for service but due to negligence and ignorance at the part of the staff and the service station this could aggravated and has resulted in failure of parts.
I am loyal maruti customer and always took highly of the service. Bitter expiries like this are sufficient enough to spread the bad word which may cause high loss of reputation.

I highly urge for a solution and intervention in this matter as the car is still at the service station which is maruti service master in okhla, delhi and bearing the cost yet again is not justified and i won’t appreciate the same.

Looking ahead to a speedy resolution.

Thanks®ards

Gautam bhatia
Associate vice president – business banking – ni
The hongkong and shanghai banking corporation limited, india