[Resolved]  Renault — pathetic response from customer service and sri sri service center madhapur

Address:	Hyderabad, Andhra Pradesh
Website:	renault.co.in

Cannot believe Renault being a brand, is having running a lackluster customer service centers:

I am suffering from last 2 months, from the day 19th Sept, I have handed my car to Sri Sri service center in Madhapur. I am pasting below some of my communication emails to [protected]@renault.com. And till date after 2 months, did not receive a concrete update from Renault customer care too. They dont seem to have any control on the service center. My complaint ID :[protected], in case any official resources of Renault are seeing this write up.

On Oct 20th:

Dear customer service Team,

I gave my vehicle Renault Duster with the regn num AP28DQ **** (Registered with my wife's name) for servicing on 19/09/2017 at Sri Sri Sri AutoCars India Pvt Ltd Plot no 17 to 20 & 29 Servey no 10 Parvat Nagar, Near Ayyappa Housing Society, Madhapur Hyderabad as I want to fix the AC for my car.

The Service Adviser Nagaraju CH filled the job card (Please see the attached document). On the following day 20/09/2017 evening when I called him he said he didnt check the vehicle and yet to verify the status of complaint. In the following days I have been repeatedly following up ;with him to know the status of my vehicle..Many time he didnt pick up my calls and once he said there is some issue with my vehicle due to over heating.. and it will take a week days time to fix the issue. Later no body picked my calls ( [protected])

I personally visited the work shop to know the status. As I couldn't find Nagaraju, I spoke to Ratnakar Reddy about my vehicle and he said as the work involved is with the outside vendor he will get it fixed in a week days time..

I have been in touch with Ratnakar Reddy for my car for the last 3 weeks he kept telling me every time my car will be delivered in next few days. After multiple negotiations he said he will deliver my car today (20/102017) Friday evening.

Today (20/10/2017) I called him on his mobile [protected] repeatedly and he did'nt pick my calls. Then I called the servicing center number and Raful Singh (DGM ?) answered my call. He kept telling me that he joined recently and doesnt have much information on my vehicle and cannot a give concrete date of delivery

As I am not getting any concrete information from the Service center personnel I am highly concerned about my vehicle condition. I want to formally lodge the complaint and want to you to inquire about the status of my car servicing and the delivery date.

Please let me know if you need any other details.

Thanks & Regards
Murali.K.N

On Oct 24th:
Team,

Please let me know the status of my vehicle repair.. I am hoping that you might have spoken to the Sri Sri Sri Autocar service center regarding my car.. Please let me know your discussion outcome.. Please note that I am waiting for your update specific to my vehicle repair.

Thanks & Regards
Murali

On Nov 16th:
Reminder 8: Dated 16/11/2017

Team,

My car is not delivered to me as of today 16/11/2017. I got a call on 11/11/2017 from the local servicing center person telling me that my car injectors are not working. When I gave the vehicle to Sri Sri Sri service center two months back I myself drove the car and handed over it to them. After couple of days of follow-up I was told that some issue with the Head and its need to be repaired. Ratnkar (Service manager) mentioned that approximately it will cost me 40-45 thousand for the entire repair over the phone. As this is a bigger amount I asked him to verify the re-confirm the required repairs and then only proceed with the repairs..He re-confirmed to me on the call that it is absolutely required and needs to be reparied

Now nearly after two months and multiple follow-ups different service person says that the injectors are not working and needs another one lakh or so to fix them.. I dont believe that injectors was issue when I surrendered the car. I strongly feel that due to the mis-handling of my vehicle repair now they are saying that I have to pay for the injectors. I completely think that this is caused by the wrong handling or mis-management of the vehicle repair. I cannot pay for the service center mistake and their wrong way of handling the repairs. I am committed to pay for the initial amount of 40-45 thousands for the repair and not beyond that.

I request the Renault customer service team to involve in this matter and help me to get back my vehicle with the proper repairs in good condition.

So far I haven't got any call from customer service providing me the specific updates on my car.. I got a call once or twice, asking me to wait / be patient which are very generic in nature and not with any specific details regarding my service issue..

Please talk to the local service center and help me to get back my car..

If customer service is not ready to involve and resolve the issue, as a suffering consumer I have to approach the consumer forum to resolve the issue..

Please help me to resolve this issue.

Thanks & Regards
Murali.K.N

Reminder 9: Dated 16/11/2017

Team,

Today I got a call from one of your team member from your team at about 3:11 pm from the phone number[protected]. I forgot to ask for the name of the person spoke to me.

He gave me very generic update like "My complaint has been forwarded to the concerned dept and they are looking into it.. He will revert back if there is any update". When I started asking the questions like why I am not getting any specific updates about my case like who is looking into the repair.. Who from the local service center is being contacted.. why so much delay and why you are not promising about the return date of the vehicle.. He didnt answer my question and simply disconnected my call.. For a minute I thought the call got disconnected accidentally and waited for the person to contact me again.. I never got any call after that today..With this I can say he intentionally disconnected the call

Its very surprising to me to go thru such behavior from the customer service person..

I now request you to provide specific updates (like when the car will be delivered) regarding my car service.

Thanks & Regards
Murali.K.N

Reminder 10: Dated 17/11/2017

Team,

I am waiting for update from you on my vehicle repair.. Please let me know the date by when the my vehicle will be delivered to me.

Thanks & Regards
Murali