Maruti Suzuki India — maruti roadside assistance.

Address: Mumbai City, Maharashtra, 400062

Sir,
Greetings of the festive season.
I am dr amit nabar here, the owner of car no mh48-p-0865 a ritz dizel.
I had a break down due to failure of the clutch plate and was left stranded on the road in goregaon east on 9/9/17 at 6.45 pm.
I called up your road side assistance service and asked for a towing facility.
My complaint no was 1161971.
The complaint was launched at 6.43 pm.
I got a call at 7.33 pm to enquire if anyone had contacted me from the towing department, to which i replied in negative.
I waited for another 20 minutes and then again called up the helpline no. This time i was directed to call another ie towing assistance number which i did.
The arrogant gentleman there explained me of the charges and said that he is sending me a link.
I was too flustered to ask what the link was for, but thought that it would be to see the progress of my complaint.
To my surprise i got a call again after 10 mins asking why was the payment not yet done.
I told the same arrogant gentleman that i had hardly any battery life in my mobile phone and would pay the towing van in cash as soon as it comes, also requesting him that it has been more than 90 mins now and he should please hurry and send the towing vehicle.
Half hour after that ie almost 2 hrs. After i had launched the complaint i get a call stating that no towing car is available and they would direct me to the maruti department again.
Almost half hour after that and i. E. 180 minutes after i launched the complaint i got a call from sai service –andheri who said that they don’t have towing facility and gave a private number to call and negotiate the towing rate with.
That number too was not available and when i was finally able to get through that number i realized that the car was good 1 hour away from my location.
I finally managed to locate a towing van after 4 hrs. Using my local contacts and had to suffer extra financial burden as it was 11pm by then.

I was harassed for 4 hrs. Due to sheer incompetency on the part of maruti road side assistance.

Over and above when i tried to raise a complaint i was kept waiting with both departments passing the responsibility to other department ie ivr no 2 and ivr no 3 after dialing [protected].

I did not expect this kind of pathetic service and treatment from maruti and also the kind of sheer apathy shown when i tried to launch a complaint.
Hope to receive a feedback as to why was the service and the response so shoddy.

Regards.

Dr amit nabar.
[protected]
Consultant-critical care.
Head-department of accident and emergency medicine.
Fortis-raheja hospital.
Mumbai