Hi,
I, D S Parmar bought Baleno in 2016 . Few months back i noticed a problem in steering of car, it wasnt coming back to its normal position which it should be automaticaly when we release it after rotating it.
I live in Uttarkashi, Uttarakhand hilly area which is around 125 Km(takes more than 4 hour hilly drive) from Dehradun. I am a retired person and use it occasionally(take service of driver).
When this month while doing the servicing i showed this to Rajpur Road, Dehradun Maruti service centre, they told me that they had conveyed this Manufacturing defective part to me few years back when it was getting serviced, but when i told them that it was never conveyed to me, they showed me they put a note in service paper which i believe a normal person wont be able to understand and generally we trust your service person words and never bothered to check the papers. I never noticed that note and i am sure normal persons wont be able to understand that also. They could have said to me that verbally, it would not have taken more than 2-3 minutes. This much etiquette atleast i can expect from your person. For change of parts (where i am charged) and servicing reminder your people take so much pain to tell me but for this major defect(which can be life threating) they were not able to find 2-3 minutes in so many years to convey me. Seems like money has become priority nomber one and customer life has no value for your people.
Nobody bothered to tell me verbally this part is defective(manufacturing defect) in so many cars of Maruti and i came to know about this when i searchd it online when i started getting the problem. This should be considered as lapse from your side that your people didnt tell me this to save money even if it can lead to loss of life of customer. When there was clear cut directive from upper management to change the part then why they didnt change it. Maruti recalled cars to change this defective part.
Your persons take great pain in reminding us for service through calls and to change the parts while doing the servicing(as they make money in it) and extended warranty (which i took as your people kept insisting), , they should have taken a little pain in telling verbally to me the issue and it needs change, atleast this much etiqutte i can expect from your service persons. If this is the way you are treating your loyal customers then i think its very bad attitude and it will be very hard for us to spread good words to known ones which we generally give about your product.
From a reputed company like you i was not expecting this. I talked to Mr RaghuVeer, Mohabbewala, Dehradun service center and Mr Utkarsh(Some regional head), instead of helping me they tried to put blame on me saying i didnt ask them to change the part . If your person dont tell me the issue or defective part how will i come to know that i need to change the part.
Atleast i can expect this much etiqutte from your service person to verbally tell me that the steering is defecitve and it needs to be changed and there was a clear cut directive from higher management for the same.
When i told them to change it they asked me to pay full money for it. When i showed them the directive (i searched online) they said its my fault that i didnt request them to change it before . After many requests they are now saying i have to pay half of the money.
Please check the case and ask your person to change it free as the part was defective from your end and they didnt bother to tell me verbally in these many years that it needs change and can be dangerous for my life especially in hilly areas where i live.
I read your directive online in which it was clearly written to change it free (both outside and inside) warranty period.
Expecting positive response from your end.
I am not a fool to refuse change if it had been conveyed to me by your person.
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