[Resolved]  Renault — poor quality of servicing

I own a renault duster hr26 ch5099. I had booked for 60000 km servicing at renault servicing center, mayapuri, new delhi, for 30 aug 18. The car had some issues pertaining to air conditioner controls and the audio system.
The car was received promptly by the representative and he provided me the estimates. I was given the time of delivery for the same day at around 1630 hrs. However, by the time the vehicle was cleared from the servicing bay, it was already past noon and the work on air conditioner and sound system was yet to be started. I was told that the estimates for the air conditioner and music system repair could be provided only after the front console was removed, which can be done only the next day. Fair enough.in the mean time i requested the supervisor to change wheel arch cladding (Which had worn out) and fit a new armrest. I was directed to the renault showroom which was near the service center for purchase of the same. I visited the showroom, paid for the accessories and was assured that the task would be completed as soon as the washing was over the next day.
The next morning i. E. 31 aug 18, supervisor from service center called up and gave me estimates wrtair conditioner repairing and assured a delivery by 1500 hrs. I reached the service center by 1400hrs and found that the work on air conditioner was still going on and no accessories had been fitted till then. I was told that the vehicle was being taken for washing and immediately after that the accessories would be fitted. This again did not happen and by around 1700 hrs the washing was yet to be done. I was told to come next day and take over the vehicle by 1200 hrs on 01 sep 18.
The next morning when i called up the service center, i was told that fitment of wheel arch cladding cannot be done as the tape which held the previous cladding cannot be removed by servicing staff and any effort to do so might spoil the paint work. I asked the service center to drop fitment of wheel arch cladding and complete the remaining work. To this, i was told that the same could not be done as the billing for accessories had been affected in the system and cannot be reversed. I again reached the service center to find my car lying in open in a shabby condition and was told to take over the same as the service was complete. Also despite interaction with staff at all levels, i was told that the amount which i had paid for wheel arch cladding, approx. Rs 4800/-could not be refunded and was offered to take some other accessory of similar value. I was offered an old set of seat coverswith no choice left i had to accept the same.
To cut the story short, i had to take over a shabby vehicle without cladding and a poor-quality seat cover as a replacement. I had to forgo office work for three days and wait at the service center for a job which was poorly executed and pay heavily for that.
Following are the points which i want to bring to your notice:
(A) it was evident that although the supervisors were involved, they had no technical knowledge and control over the technical staff. Or else how could they keep giving delivery time which could not be achieved.
(B) the car was parked overnight in slush after washing and was offered with mud all over and bird droppings. Also, the mud flap and panels were poorly fitted without even cleaning (Photo attached). And the staff had gumption to tell us that they were meant to be so. Surely displays a callous attitude and no consideration for customers.
(C) the accessory fitment staff was interested in only selling the product and was least interested in fitment. This was evident by their reluctance to fit the wheel arch cladding where they had to clean up the old tape from previous fitment (Photo attached). By the way, the same was accomplished in front of me at palika bhawan market in a matter of fifteen minutes. Similarly, the arm rest which was fitted kept coming off the rails when it was slid back. The person who had fitted it told me that this was a design feature and was meant to be like that (Fooling a customer brazenly). A little thought and reading through the manual, back at home, i found that he had not fitted the stoppers provided with the kit. This i did it on my own.
(D) it is not understood as to how the billing was completed a day in advance ie 31 aug 18 when most of the work was not done. On top of that when the cladding could not be fitted, how come the staff was unable to refund the requisite amount instead of forcing a poor quality seat cover (By the way which we had to exchange for rs 1500/- at palika bhawan so as to fit a decent quality one) as an alternative.

In the end i would like to reiterate that we have had a harrowing experience at your abovementioned service center despite paying a huge amount (Approx. Rs 50000/-). You are requested to look into the services being provided at your authorised servicecenters so as not to let your customers feel cheated and fooled.

Group captain paritosh upadhyay
New delhi
06 sep 18
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