Maruti Suzuki India — Service and manufacturing defect

Dear kenichi-san,

Good evening... I would like to bring out both service deficiency and manufacturing defect of my car - ertiga automatic car which is not being addressed by your esteemed organisation.

Background:
I was travelling with my aged mother from saralgaon to mumbai. On the way about 20kms from saralgaon, i stopped my car to clean the windscreen for 5 mins. The car didnt start after that and hence requested maruti onroad assistance to register a breakdown. It took over 20 mins to log a complaint with your service centre number. Maruti doesnt seem to have adopted any technology to identify the location and the staff engaged only understand ncr and rajasthan (With no understanding for the rest of india). On asking the tat for the call, i was told that it is a different department with no coordination between your call centre and servicing. No one was assigned to the call, however i kept on getting calls from your gurugram number asking me if anyone has called for over 2 hours. I called prashant from maruti who referred me to rahul (Tsm) with little / no help. I made many calls to rahul and while i received a call from technician; he refused to provide onroad assistance since he was in bhiwandi (30-40km from the location). I was travelling with my old mother and the blinkers drained out and you should listen to the conversation and investigate on how i averted an accident on the road.

Finally, rahul expressed his inability to help and kept on justifying why his staff have not been able to help after 2 hours itself. I had to take the help of a local technician to charge battery (Jump start) and here is a summary of the issue:
Service failure:
Maruti failed in their obligation to service a client
Escalation (Rahul) provided excuses trying to cover every employee on why service cannot be delivered knowing well that my mother was travelling. If senior staff resort to excuses, it doesn't reflect well on maruti and sets the tone for bad service across the staff.
No coordination between maruti service centre and assignment centre
Everyone from technician to tsm seemed to suggest that they were doing a favour on a customer although a call was registered.
On asking, why there was no proactive indication on the dashboard if the battery was weak
Lack of human behaviour by your staff.
Manufacturing defect:
Dashboard at no point showed me "battery" issue until this calamity happened and only when i stopped the car for only 5-10 mins.
Car was only stopped for 5 mins with only blinkers and that cannot drain a battery.
Service is done at autovista at regular interval; however this was never informed to me.
I have changed the battery yesterday; however i do feel that if the dashboard doesn't reflect the issue proactively then it is utter failure owning to manufacturing defect.

Looking forward to your investigation on meeting the expectations of service as provided in all your campaigns and address manufacturing defect.

Thanking you in anticipation.

Thanks and regards,
Sougat ghosh
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