Maruti Suzuki India — No immediate roadside assistance, very poor service

Address:

400064

This was my first and worst experience with maruti. i thought i had the best car provider when i purchased my ertiga vxi cng engine no.7110987. chassis no.353236 registeration no. mh47a8498 on 20.11.2015.

I was returning to mumbai from dhanu on 30th october when all of a sudden the clutch stopped working on the nh8 highway and there was smoke coming out from the engine. my brothers and my family with a 6 year old child were in the middle of a dark patch with only bushes on both the sides of the road. trusting that maruti will provide immediate assistance as assured by their continuous advertising that they are a customer centric company, i called up the maruti helpline for help. the call was routed to a call centre in new delhi and the representative did not know head nor tail about the location as he was not familiar with the place. with great difficulty i registered the complaint. all this happened at 6:20 pm and as per the message i was promised to get the assistance of a technician within 35 mins. the technician calls me and without even coming to the site says we have to bring the car to the service station by towing it. so they gave me the number of the towing person. he calls me after an hour and says he will take more time. so both the families wait patiently without food and water, stuck in the middle of a highway. at 10:30 pm the towing person calls me again saying there are no services available and asked me to leave my car there and return home by other means of transport, and on tuesday raise a fresh request and he would get it towed to the nearest service station. we were left strandard on the highway untill a good soul who was passing by helped us out with a number of a towing person. finally we contacted the person and he came to our rescue at 11:30 pm. by the time we reached paramount maruti centre in mira road it was 12:10 am and we reached home at 1:20 am.

This morning the maruti personnel called me and said that i would have to pay rs.10, 000 as the clutch had been burnt and the battery had gone off. the battery will definetly go low as we had to keep the hazard light on from 6:20 to 11:30 pm to avoid an oncoming vehicle from banging into us and causing more trouble for us. this is not the service expected from maruti who talks big about customer service and is one of the leading car company. i am utterly dis-satisfied and surprised to know that such a giant company cannot afford to have the necessary infrastructure in mumbai and that my call had to be routed to new delhi. this experience was like explaining something to someone who did not know to read and write. i do not blame the call centre personnel as he was doing his duty, however maruti should buck up and walk the talk instead of just advertising and giving false promises to its customers. i am also attaching the messages received from maruti.

Regretfully,

Cerita mendonca
A dis-satisfied customer.