[Resolved]  Maruti Suzuki — Refund & Compensation for Ciaz - as cheated by the Company / Company representatives (Dewar"s Garage) in Kolkata

Address:

Kolkata, West Bengal

The Manager, Consumer Grievance Cell This is regarding a cheating which one of Maruti dealers did with me after taking full payment, and is now forcing me to take the car, which I refuse to do. History I had booked a Ciaz ZXi(O) with Dewars Garage, Kolkata in my name AMIT BAJORIA. Before I had booked the car I had a choice between Honda City (the model with Sunroof) and Ciaz. The main reason why I booked Ciaz ZXi(O) is because the representative Mr. Gouranga Sarkar told me that the Optional model has Touchscreen music system. My kids preferred Ciaz ZXi(O) over Ciaz ZXi or Honda City with Sunroof only because of the touch screen music system. But the touch screen was not mentioned in the broucher so I called another Maruti delaer (Bhandari) to confirm the touch screen in Ciaz ZXi(O). They said it is not touch screen. I had decided to buy Honda City with the sunroof then, telling Mr. Gouranga Sarkar that another agency had said it does not have touch screen and also that the brochure does not mention touch-screen. But he convinced me that it has touchscreen, and for my satisfaction he even spoke to his senior Mr. Partha in front of me and he too confirmed that Ciaz ZXi(O) has touch screen. On 5th December when I went to take the delivery of the car, during the Demo the person (I do not remember his name starting with S) did not show me any touch screen and when I told him I had booked Ciaz ZXi(O) with touch screen, he said this is not Ciaz ZXi(O). I immediately doubted the model itself, and upon asking was shown the bill showing that it is Ciaz ZXi(O) but there is no touchscreen. Gouranga again agreed that he had said touchscreen, but was clueless how this happened and called his senior Ms. Senjuti Ray. She agreed to their mistake but very conveniently blamed it in Maruti Company saying they were not given proper training. I told them that for me they represented Maruti and I had not bought the car from Gouranga. Moreover if their person has given false commitments and put my Rs.10 lakhs at stake I am not be blamed for that. But they said that the car is already registered and I have to take it which I refused. Then we were joined by Mr. Sandip Kesri and also Mr. Manish Chomal. As soon as Mr. Manish sat, the first thing he says is that no car except the Ciaz ZXi(O) has touchscreen, probably thinking that I had bought some other variant. When I told him that it is exactly what I have bought and was committed by Gouranga, he was also shocked and reconfirmed to me that in the Maruti training they were said that. But there is nothing they could do because Maruti Company had sent this car and they had already registered the car for me in my name. Sir / Madam, my questions are: • I have bought a car costing more that Rs.10 lakhs and chosen it over various other cars for a particular reason, and when that is proving not to exist at all, can I be still forced to take the car just because I have trusted you and already made the payment? • Why should I be penalised for a mistake of your company representative? • This is my 4th Maruti car (800, Esteem VXi & then Alto) from Dewars Garage. Even that all my services and repairs have happened only at your workshops (ealrlier British Indian Street & later in Hide Road) and no other mechanic has ever touched them. You can say that I am brand loyal for 15 years, but am I fool to have been Brand loyal? • Is your Company resorting to false promises to boost sales or are staffs not trained at all due to cost cutting? • There is a loan on this car and who will bear for the interest which is accrued everyday? Sir / Madam, my kids and everyone else in my family are very depressed, and disappointed with Maruti. My Rs.10 LAKHS is at stake, 8.50 lakhs of which are a loan from SBI. But Dewar’s Garage is simply not bothered. They wasted 4-5 hours of mine forcing me to take delivery, their attitude during 4-5 hours on 5thDecember was that they know that I have to take the car whatever be the case, literally smirking amongst themselves. The car is still lying with them because I refuse to take the delivery. Why should I suffer for Company’s mistake? I have been fooled by your dealer just for their personal benefits. It is none of my concern what they will do with the car now, but I shall not take a car which I was not promised at the first place. It is not about the other features I get in ZXi(O) as compared to ZXi (which is also what they tried to convince me on), because I wanted the car for a particular feature which is not being given to me. Maruti being the brand they are, and knowing your sensitivity towards your loyal customers, I request you to please arrange for a full refund of approx. Rs. 10.20 lakhs (including Rs.10, 000/- paid for accessories) immediately, along with interest loss on the car loan, along with a compensation for the mental harassment caused to me and my family. Rs. 8.50 lakhs of this may please be refunded to SBI itself so that I can go ahead and buy some other car. Thanking you, AMIT BAJORIA 91-[protected]