[Resolved]  Maruti Suzuki — Maruti – Rear Bumper – Complaint

Address:

New Delhi, Delhi

I have a Maruti Suzuki Swift ZDi. In and around early 2013, I had to get my rear bumper changed since somebody had damaged it. So I went to the Marketing Times dealership at Okhla Industrial Estate, Phase -3, New Delhi. They suggested that the body shop would not be able to repair the bumper and that I will have to get the same changed. One of the reasons cited to me for suggesting the change of bumper was that the repairing would make the bumper look very different from the rest of the body (in the context of the paint job). They further suggested that I should avoid claiming insurance for the same as that would take a minimum of one week to be processed and accordingly, I would not be able to use the car for that period. So basis the advice I received, I asked them to change the bumper. Despite the fact that they claimed that they would give me the car within a couple of days, they took much longer and gave the car back to me. After receiving the car, I continued to use the same as usual. The paint job seemed decent. However, within a few months the colour started to fade. So I decided to take up the issue on the next service which happened in the latter half of the year (2013). I pointed out to the body shop person there (at the same Marketing Times dealership at Okhla Industrial Estate, Phase -3, New Delhi) the shoddy paint job that was done on the rear bumper. He told me that a little difference in the colour is natural and that the exact colour is not achievable. It is pertinent to note here that this was not explained to me when I asked for the bumper change. Be that as it may, the body shop person also assured me that the colour of the rear bumper would not go any worse than what it was and further assured me that if the colour were to go any worse, he would have the same re-painted for free of cost as it would naturally be their fault. With those assurances, I continued to use the car. Contrary to the aforesaid assurances, the following happened: 1. On 18.06.2014, I sent my car for service again to the same Marketing Times dealership at Okhla Industrial Estate, Phase -3, New Delhi. 2. One John called me to open the job card. I raised the same issue again with John and narrated the entire story to him. He said that he could get the paint job done on a chargeable basis. I explained to him that it wasn’t my fault and that it was their paint job which was shoddy. He said he would speak to the General Manager, Body Shop and get back to me. 3. After a while, he called me and told me that one Gurmeet Singh, General Manager, Body Shop had refused to get the paint job done on the ground that the bumper was fixed by them about 1 year ago and that I ought to have approached them earlier. 4. Since I was undergoing an eye surgery on the same day, I was in no position to go personally and speak to him. So I requested John to put me on phone with him to narrate the entire story to him. But John told me that Gurmeet Singh has refused to speak to me and has further instructed John that if I don’t want to get my service done from them, I could take the car back. At this juncture, I told John that I am having an eye surgery and would not be able to collect the car. John in response said that he would then send the car to my house as he cannot keep the car any longer. So I had to send my wife to have the same collected. On 23.06.2014, I was accordingly constrained to give my car to Maruti Service Master, Okhla Industrial Estate, Phase-2, New Delhi. What surprised me the most about the whole incidence is Gurmeet Singh’s argument that since they had fixed the bumper more than a year ago, their liability has come to an end. Would Maruti’s liability come to an end if the colour of the entire or part of the car was fading unnaturally? I don’t think so. These dealers thrive on Maruti’s sales every year but bring disrepute to its goodwill and reputation with incidences like this (if Maruti is not hand-in-glove with these dealers, which I seriously doubt or atleast Maruti is aware of these incidences and chooses to keep quiet about it). I hope this issue would be resolved and some constructive action would be taken. Regards. Tanuj Bhushan Advocate [protected]@gmail.com [protected]