[Resolved]  Renault India — Absolutely shocking and appalling customer service - noida sector 2 renault service centre

Address:	Gautam Buddh Nagar, Uttar Pradesh, 201301
Website:	www.renault.co.in

To whomsoever it may concern,

This is to bring to your immediate attention the shockingly bad and extremely poor customer service provided by your service station in noida sector 2 (A-79, udhyog marg a block, sector 2, a block, sector 2, noida, uttar pradesh 201301).

I own a renault duster top range awd (2014) model. Recently on 19-dec-16, whilst driving back home to delhi from greater noida in the night – the car suffered a coolant leak.

The moment the leak logo appeared on the odometer display panel – i stopped the car, and called-up the towing service to get the car towed away to the nearest service centre.

That’s when the nightmare actually began!

The next day on 20-dec-16 (Tuesday), no one from the service centre bothered to call and tell me the car had arrived there at their service centre till afternoon. Only then, when i phoned in to the person in-charge (Mr gourav) – he told me that the car issue is being looked into.

After an hour of calling-up, i visited the centre to check what was going on, and found that the car was parked badly along the side of the road, without even being inside the service garage. It was only after my prompting, the car got looked into.

And that’s when the famed renault poor customer service show began! The service technician (Mr amir) without even looking at the damaged part confidently said – “the radiator will get replaced, this will get replaced, that will get replaced”. I was literally left fuming and seething to observe how could someone troubleshoot and come-up with solutions without even looking at the problem. Unbelievably poor.

Nonetheless, the show went on, and feeling helpless, quite literally at the mercy of the service centre – i got sucked into getting the radiator replaced. Not only the radiator – there were a few parts along with it, which according to the service technicians warranted a replacement – ac gas being one of it (!). It was 3:00 pm, and i was told the work would start only the next day (I. E. 21-dec-16) (Showcasing total inefficiency in terms of working times and operation) and i will be informed of the status regularly.

The whole of next day (22-dec-16), i wasn’t given a single update of what was happening.

The next day (23-dec-16), i got the shock of my life – i received a call from the service technician late in the afternoon, telling me that the radiator has been replaced, and the coolant has been replenished – however, the engine is overheating. He went on to tell me that this will require an engine examination for which they will charge rs. 3, 000 extra for labour work. And since the service technician was such a genius (Because he could predict what was wrong with the car by simply ‘gazing’ past it) – he went on to state that there was a fault with the engine gasket, which again, quite typically, will require a replacement.

By this time, i wouldn’t have been surprised even if the service technicians declared my car’s engine to be ‘seized’.

Nonetheless, the technician assured me to not be worried. Of course, why i should have – it was just a small matter of the engine being potentially seized. He told me that we will get it looked into, and let me know the status first thing next morning (I. E. 24-dec-16).

The next morning – no one called me up till 11 am – when i called the service technician amir (After 4 attempts, he picked up) – to ask what’s happening – he had no clue! Why? Because he was standing in the bank queue for his personal work. Of course, personal matters were far more important, weren’t they, as opposed to owning-up and meeting the commitments and assurances given to a customer who had his car on the brink of a potentially disastrous engine seizure.

I called up the service person in-charge mr gourav, and he again assured me to get the matter looked into. Nobody gave me a response until i called repeatedly again the whole of the afternoon. And the whole day passed, without me knowing what was happening.

So today is 25-dec-16 and incidentally christmas – and i don’t have a clue what’s happening to my car. Or worse – what is wrong with the car.

Absolutely shocking.

Can somebody care to look into this matter, and get back to me on this asap? If i don’t receive any response – i will have to take some very drastic actions against the top management at renault india.

You all cannot simply take me for a ride.