Maruti Suzuki India — urgent assistance required- pathetic quality job done

1 Review
Tiswadi, Maharashtra, India
 Amit Shet on Dec 24, 2018
Dear @ maruti suzuki

This is with regards to the paint job done on my 2 cars at chowgule dearlership, karaswada, mapusa, goa.1st being alto k10 and 2nd new dzire. Both my cars had got damaged due to an accident which led the garage to fall on the 2 cars parked inside on 20 september 2018. I was told that the dzire would be delivered in 20 days, and alto in 25 days. I was called to take delivery of dzire on dussera day i. E. On 19 october 2018, but to my surprise the car was in a mess and was not ready to be delivered. I was again called to take the delivery of dzire a week later. I had told the service advisor that i can't come during the week days as i also work for a bank and can't take half days every now and then but still after a week when i took the delivery of the car, i noticed that paint job was not done properly. There were bubbles and paint defects on all the panels where painting was done, also my music system screen had major cracks which was not because of the accident because the damage was only on the outer body, mainly on the roof top, windshield, side pillars, bumper and head light. This was brought to the notice of service advisor at the time of taking delivery. There were major mismatch of color in the paint. Also the car had vibrations in suspension and inside the car in dashboard and door panels. I had similar issues with the alto as well. The central and remote locking was not working, paint had bubbles engine had a weird loud noise, tyre vobbling and many issues. I was told that the body shop manager would call me in 4 days and fix the problem, but i did not receive any calls from anyone. I was fed up and tired of the service and visiting the dealership and calling them for this several times and upon getting no response, i then raised 2 complaints to maruti over call centre with complaint reference no [protected] and [protected]. (Details of the complaint will be available in your records) the moment i registered the complaints i started getting calls from maruti authorities and after explaining my problems to mr. Puneet, he assured me that the problems would be fixed at the earliest. Both my cars were taken back to body shop. After this i received my cars but the bubbles were still there on dzire, paint mismatch was not rectified and vibration was also not rectified. Alto's central locking was working in reverse. I. E when locked the car used to get unlocked. And auto lock feature was also working in reverse. I. E. When the key removed, car would get locked instead of getting unlocked. The advisor who came to give the delivery had no answer and i refused to take the car, and again i was assured that the problems would be rectified. Where as in case of dzire, i was told that a paint expert would come and fix the problem. Finally i received my dzire on 30 november 2018 but the bubbles are still present on all the areas where painting is done. I was really fed up. The advisor told me that these were dust particles which were unavoidable. He then assured me that any problem with regards to the paint would be rectified free of cost in future. I also noticed some dots (Kind of chemical spots) on the bumper and bonnet. When i showed this to the advisor he said it is nothing and started scratching the spots with his nails (Proof available in cctv footage). I told him it will leave permanent scratches. He then took the car to the nearest workshop and the spots were not visible. There was clear coat on the affected area. I told the advisor that it is a temporary arrangements he had made to hide the spots and it would again come up after few washings. I then asked the advisor to confirm all this on mail so that i don't have to suffer in future, and the reply i received is in the trail mail.
As expected the spots along with scratches are visible on the bonnet and number, and also there is a clear mismatch of paint i. E. The painted area has become darker as compared to the original paint and it is clearly noticable. There are many small issues like the seat is not fixed properly and it gives an irritating noise. I then called up mr. Puneet on 15 dec 2018 and informed him about the problem and also informed the body shop manager about the same but till date there has been no communication.

Now i have a few questions to maruti suzuki as a customer.

1) the car was first given on 20/ september/2018, and we are on the 24th of december, and the company is still not been able to provide a solution to these problems?
2) in the trail mail the dealer is stating that the warranty as per maruti standards is only 6 months, but is having bubbles and dust particles on the paint a maruti standards..?
3) why should a customer suffer because of a dealers incapability.
4) i could have got the same work done with a local workshop for much much less cost. When i had first asked the manager if the work would be like a original paint, and he said yes.

5) i have paid hefty bills as per maruti standards then why the work is not done as per maruti standards..?

6) does it take 3 months to do a simple paint job..?
Who will compensate the harrassemnt and mental torture i have gone through these 3 months.
4) i paid all amount in cash and did not claim insurance even, i have been cheated for the amount i have paid for repair.
I have paid nearly 8 lakhs from my hard earned money to buy the car. And it is not just a machine for me, i have sentiments and emotions attached with it. I repent my decision of buying a maruti car and this is my last deal with maruti.
Its high time the company realizes that there are other options available in the market and the customer is not to be taken for granted.
I have all the proofs of harassment and poor service given to me by the dealership. For me it is maruti suzuki to whom i handed over my car with an expectation that i will get my car as it was when i had taken out of the showroom last year.

This in not expected from a company like maruti suzuki, even a person who is not experienced in painting will do a better job than this. I have had enough patience and i have been taken for a ride everytime.

If the dealership cannot do a perfect job and justifies it's unprofessional work by confirming on the mail, and on top that says the warranty is valid only for 6 months for the worst qaulity of job done, then i am not left with any option other than flashing their mails on social media and seeking help from consumer court.


Ameet shet

Complaint Status

[Dec 24, 2018] Maruti Suzuki India customer support has been notified about the posted complaint.
Complaint comments  Add a CommentShare0Tweet0

Post your Comment

    I want to submit Complaint Positive Review Neutral Comment
    Your Rating (1 star is bad, 5 stars is good)
    Customer satisfaction rating
    +91 11 4678 1000 [New Delhi]
    +91 22 2659 0478 [Mumbai]
    +91 48 4408 8400 [Cochin]
    1, Nelson Mandela Road, Vasant Kunj, New Delhi, Delhi, India - 110070
    Maruti Suzuki India - urgent assistance required- pathetic quality job done