[Resolved]  Maruti Suzuki / Magic Auto — Poor services and selling of cars like Fmcg goods

Address:

New Delhi, Delhi

Respected Sir/Madam,

The following Complaint already registered with Maruti (Case Number: [protected]) on 4th of April 2014 but no response or communication yet.


I "Sachin Kapoor" had bought Maruti Ertiga VDi White Color from M/s Magic Auto (Dabri More) vide Registration No. DL1Y D 7283 on my Name on 4th of April 2014 for (Commercial Purposes Vehicle). I made all the payment on 31st-April-2014 RTGS M/s Magic Auto and Rest of the payment in Cash to the Executive of the said distributor) I had provided the said distributor with all the relevant documents for the purpose of Registration in my favor (i.e. my Voter Id Card, PAN Card, Copy of Passport etc.)The Executive of the said distributor Mr.Sunil Dhawan Mob.No.[protected] who was in touch with me for the deal for last few days had assured me to deliver me the Car/Vehicle on the same day when payment is done. Being part of Hindu Family and firm follower of my religion I wanted my Car to be bought on the First Navratra i.e.on 31st April 2014 so I did the payment on the same day around 12 pm and I communicated the same to Mr.Sunil Dhawan about my belief and I was given due assurance for the delivery of the same on the said date. But to my utmost surprise Mr.Sunil Dhawan stopped responding to my Calls and SMSs since the day I made the payment. I tried to contact on the dealership on land line nos. too but was not given any satisfactory reply from neither the dealership nor they confirmed any payments made to them. Some how I could manage to get the name of the Sales Head/Manager of the dealership Mr.H.P.S. Bedi through my contacts but could not get any contact details so I called the dealership on land line nos. again but every time I was not allowed to be contacted with the Sales Head and got lame excuses(that he is in meeting or he is on other phone etc.). Only on Friday i.e.4th of April 2014 Mr.Sunil Dhawan picked my call and told me I would be communicated the delivery soon. I made almost 100 calls to him on that day and every time he told me he would just call me back. At last around 2 pm on 4th of April I sent him a SMS that I am going to visit the dealership today and going to register a complaint to Delhi Police about the same. He started responding to my calls and around 6 pm he asked me to come to dealership and take the delivery of the Vehicle.


I reside at North Delhi and the Dealership is situated at West Delhi it took me around One and half hour to reach(around 7.30pm). It was shocking to see that there was no body to entertain me there. I asked four people to please ask Mr.Sunil Dhawan but nobody paid even heed to respond. I kept calling Mr.Dhawan but he did not pick and at last he came to me around 7.45 pm and asked me to sign delivery challan and other documents as the showroom was about to be closed. So I signed the documents. It was really shocking and surprising to me when I was asked to come to the gate of the dealership where my Vehicle was parked a guy came and told me about the Vehicle in hurry and handed over the keys of the vehicle that too without Key Ring or Even tissue papers for the Vehicle and went inside.

I waited for few minutes outside the dealership when nobody came I called Mr.Dhawan and asked him that is this the way to give the delivery of the Car to the Customer ? No formal gesture even a grocery shop keeper does not entertain the customer so badly. I got an answer from him that I am in hurry and we deliver the car this way only. Mr. Kapoor you made the payment and you got your car that's it. I was left with no other choice as the showroom was closed and no responsible or senior person was available. So I had to drive my Vehicle and started coming back home. I merely moved around One and Half Kilometer and the Car's Engine Stopped working and I got to know the astonishing fact that the Car's Diesel has been Exhausted. Some how I could manage to get Diesel from nearby petrol pump and reached home around 11 pm.


Since then I have been trying to reach and report the issue to the heads of the said dealership i.e.M/s Magic Auto but as due to paucity of time I could not visit the dealership personally on phone I have not been able to reach the authorities. No body even from the dealership have contacted me yet to seek the information about my experience.


I am really disgusted and disappointed that Such a big and esteemed dealership M/s Magic Auto deals with its customers in such a way. And such a big and highly reputed name on whom people in India trust i.e.M/s Maruti Udhyog has appointed such dealers in today's competitive era where is Customer is given treatment like a king and CRM is considered to be the utmost important part of running a business. M/s Maruti Udhyog is known by its dealership as the ultimate consumer/customer is in direct contact with the dealership not with the parent company.

And if such a big purchase which might be once in a life time opportunity in a common person's life he/she is treated by such distributors or may be such employees then I am afraid M/s Maruti Udhyog is already loosing market share in India and if these practices are continued by the dealerships it will definitely keep on loosing grounds further as the family is known by its members credibility.


I am writing to you with great hopes and expectations that my voice be heard and it will be a Whistle blower for the organisation. Your good self is requested to consider the above stated complaint and feedback as bench mark to take appropriate and concrete action so that other customers should never have to give such a bad feedback to your organisation and your business partners.


With Regards


Sachin Kapoor

[protected]

[protected]@gmail.com