Dear Leadership Team,
I hope this message finds you well. My name is Shahrukh Khan and I am writing to express my deep frustration regarding my recent experience with Spinny following my purchase of a 2014 Hyundai Grand i10 Asta on August 14th, 2023. Despite multiple attempts to resolve these issues through your customer service channels, I have been met with insufficient support and unresolved problems. I believe it is essential to escalate this matter to your attention.
Purchase Details:
Car Model: 2014 Hyundai Grand i10 Asta
Purchase Date: August 14, 2023
Car Number: HR26CG7744
Chronology of Events and Issues Faced:
August 14, 2023: Purchased the car after being pressured by the sales team to complete the transaction for a discount. Delivery was delayed until 9 PM and the Fastag was not activated, causing inconvenience during my travel.
August 20, 2023: Upon returning from a trip, I noticed significant issues:
- Poor acceleration and mileage (9-10 km/l on highways).
- Faulty AC knob, affecting temperature control.
- Window rolling up slowly due to torn rubbers.
- Intermittent functionality of headlights, fog lights, and horn.
August 20, 2023: I attempted to invoke the 5-day money-back guarantee, but my claim was denied, and my case was assigned to the warranty team without follow-up.
August 21, 2023: I was contacted by Mr. Shahnawaz, who instructed me to drop off the car for service. Due to my work commitments, I requested a pickup, which was arranged.
August 22-29, 2023: My car was picked up for service. Despite my follow-ups, updates were scarce. I discovered that only the headlight bulbs were replaced, and no other issues were addressed.
August 31, 2023: I raised my concerns again, receiving promises of follow-up that did not materialize.
September 3, 2023: Another representative insisted on dropping the car at the workshop without any pickup option, which I did on September 8 due to my work schedule. The workshop staff were unaware of my issues.
September 20, 2023: After multiple discussions and social escalation, I dropped off the car again as Rishab from the escalation desk assured me that parts would be ordered and my issues would be resolved.
October 11, 2023: The car has still not been delivered.in one delivery attempt, the car was dirty upon attempted delivery, and critical repairs were still not made. Moreover, the registration certificate has incorrect parentage details, adding to my frustration.
Request for Resolution:
Given the extensive timeline and unresolved issues, I request the following:
- Activation of the comprehensive warranty from the date of new delivery, as I have faced significant inconveniences.
- A formal apology from Spinny acknowledging the distress caused due to these ongoing issues.
- A commitment to improved communication and service quality to prevent such experiences for future customers.
I sincerely hope that this email prompts immediate action and accountability from your team. I look forward to your prompt response.
Thank you for your attention to this matter.
Best regards,
Shahrukh
[protected]
731, Sector 51, Gurugram
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