| Address: 600006 |
| Website: Renault India |
A thoroughly upset and angry customer due to pathetic customer care
My name is p j k chaturvedi and i am the owner of renault duster rxl diesel purchase in august 2012 bearing registration number tn 19 h 4042.
I am listing down chronological account of my experience with renault mount road.
5th may 2016, thursday – afternoon: visit the above service center. The rear gate of the vehicle needs to be attended. Which the concerned person one mr. Abhilash (Mobile #[protected]) said will have to be replaced. He also said that the part is not available, and it would have to be indented which would take a week at the most to be received. It was agreed once the part is received mr. Abhilash will inform me.
Days passed no information from mr. Abhilash, called him up, sent a text message, with no response. Once he responded, with no definite answer.
13th may 2016, friday – finally could get in touch with abhilash, and he said that please leave the car on 17th may 2016 tuesday morning at the workshop, and it would be delivered within 4 working days.
17th may 2016, tuesday: after driving for 4 hours and 30 minutes covering only 38 km i reached the service station around noon time. To my surprise mr. Abhilash was on leave and apparently he had also not left any instruction with any of his colleagues regarding my coming there, and the required repair.
Finally mr. Dinesh (Mobile # [protected]) came forwarded to assist me. After a bit of wait, he said let us go to the car, and while i moved to the car in the rain which was fairly heavy, he under the protection of an umbrella decided to have a chat with some one sitting in the car which had just drove in, so much for customer care.
Then the car was inspected, process for insurance claim was completed, where mr. Dinesh was very nice. Then the car inventory was taken, since the rear gate was damaged it could not be opened, so he said i cannot say whether the tool kit is there or not. (So i had to leave the existence or non-existence of the tool kit to the mercy of the service station people).
I was given repair order copy # nil dated[protected], with the promised date of delivery[protected] @ 5pm.
There after called up and sent the text to dinesh to get an update on the status. Needless to say did not get proper answer.
20th may 2016, friday - called up to confirm the delivery on saturday, and got a reply saying that the part has still not arrived, and was told that it was due to reach by 3pm on friday, and thus now the car will be delivered on 23rd may 2016, monday. Point to remember is that this part was due to be indented by abhilash on 5th may 2016 and it was due to be received by 12th may 2016 ie within a week. But as i it turned out to be the part was not indented by abhilash at all. And i assume mr. Dinesh possibly started the processes.
23rd may 2016, monday - called up mr. Dinesh to confirm the time of delivery, when he drops a bombshell, stating that the part has still not come.
Now my concerns, anger, difficulty etc:
• i stay at guduvancherry which is 40 km outside the city so commuting without the vehicle is a problem.
• even while i had the car since the gate could not be opened going into hotels, offices, malls etc was an issue because the luggage space could not be checked.
• i had to reschedule my outstation travel by car from an earlier date to early morning of 24th may 2016, tuesday. This was done with a buffer of two days.
• now what do i do, mr. Dinesh says that he will deliver the car by 8:00pm on 23rd may 2016, monday. I get worried, the work that they claim will take 3-4 days to be completed, how will they do it 8-10 hours’ time. As it is the work quality is not the best, with this what will they give me? God only knows.
• it really does bother me, that for an international brand and an iconic brand, this is what we get. There seems to be no care for customer, adherence to schedules is they are least bothered. Because while waiting there you do see the anger of the people for not maintaining the delivery schedules. And this experience is constant. What bothers me is that the company is very happy to increase the sales, but are not prepared to improve and expand their service facilities in terms of staffing and locations.
• once the customer has bought the vehicle, it is pain to give and get the vehicle after any kind of service or repair.
• i really appreciate the guts, when you put up that add asking whether you would recommend to other. I think my experience gives you an answer to it.
• it is worrying factor that there seems to be no proper procedures, systems etc, otherwise how can the experience be so pathetic.
I would like to hear from you that how are you going to take care of my concerns and ensuring that the vehicle is delivered on 23rd may 2016 monday by 8:00pm. With good quality of work.
Failing which i may decide to escalate it further, to any level that is required. Do not damage your products pride and reputation by your careless and callous attitude.
Regards
P. J. K. Chaturvedi
[protected]@gmail.com
Renault customer support has been notified about the posted complaint.
