We had given our vehicle tata indica for repair to your goa tata motors authorized service centre near madgaon, in mid august 2015. The car bang to a tree while taking reverse, hence there was damage on the rear side and inside since the car came down with speed of 60km. As we had just shifted from mumbai due to my transfer to goa, we were not aware of the service centre hence called up the tata aig to inform about the accident and they guided us to the madgaon service centre. The vehicle was towed to the service centre and we were informed that they will update us, as we were not technical experts we said we can visually see some damages like the rare side damaged, clutch box, seat were damaged, car was starting hence you please check and let us know what are damages and the cost.
We followed up with the executive mr. Viraj who was looking after our case, he said we are waiting for tata aig people to inspect the vehicle, once they inspect then we will update you on the cost and damages. At the same time we were getting calls from tata aig saying they have visited the service centre but there is no such vehicle, finally we gave mr. Viraj no directly to the tata aig guy so that they speak and locate each other. There was response from the team till december, then we started following up they said the rare body is not available here hence we are waiting for the parts from bangalore. But we were asking for the amount they said we will let you know once we get input from bangalore and tata aig executive will visit again, post we will update you the amount. We waited expecting call from the team but no response, they our driver was going madgaon, so he visited the service centre, to get an update they said the parts will coming and it will take 2 weeks and we will give the best rate since service is expensive in goa and your car is here for more 6 months we will get it fixed. We were shocked that without sharing the estimate they have started working on the damages, then we thought any ways we need to get it fixed and its authorized centre hence not to worry.
Finally the day arrived when we got call from viraj to pick-up the vehicle as its ready and the amount was also informed. When we settled the amount and was taking the vehicle we realized the basic checks were not done by the team to take the vehicle outside the premises and following are the observations:
1. The car was stopped just in front of the tata motors office. It was not starting, but have to push the car to start, showing that the battery was uncharged, since the vehicle was there for more than 6 months
2. While driving the car we experience the wheel alignment was not done after the repair and hence it was not moving smoothly
3. The dike was not fixed properly there were gaps on both sides
4. The tail lights were not fixed properly, there were gaps between the tail light and dike
5. There were stains / spots of primer and other colors seen on the car
6. The seat belts cannot be pulled or fixed for both the front seats, as it was shortened, which was a very dangerous negligence.
7. Some noise occurs, while sitting or getting up from the seat, something was not fixed properly
8. Looks like the door was forcefully opened by inserting some metal strip from the window, which has damaged the rubber strip on the door
9. Mr. Viraj was absent and upon calling he took this lightly and asked us to get the vehicle next time whenever we visit madgon.
The poor supervision and inspection after the repair done at tata motor authorized centre, would have caused our family life since the vehicle was not in control.
We called viraj again to make him understand the seriousness and after repeated follow ups, he send his mechanic to take the vehicle to service centre in april. The mechanic mr. Uttam who had been brief to pick up vehicle with the entire above problems, fails to carry any tool kit inspite o[censored]s explaining all the above problems. Since the battery was not charged he had to remove the battery, while removing he had broken the clamp since he didn’t have any tool kit, hence we had to stop him and bought tool kits from my office.
Now another 2 months passed the vehicle is with tata motors, we started following up and now we are informed the battery is dead hence battery needs to be replaced. The receptor was broken hence the receptor got repaired and we need to pay additional 12k for receptor repair and 5k for battery.
We fail to understand how the hell this team work do they have any ethics or disciple or process of functioning or its just repair when customer follow ups and just fix whatever they feel and again if customer do something and ask for money.
We had great faith tatas and its service but this pathetic service and the way it has handled, almost 12 months the vehicle still in madgaon centre and they are experimenting and maybe learning mechanical engineering on our vehicle.
I have lost my patience hence need someone to look into this matter and get back to me with a proper response on the following:
• isnt it responsibility of an authorized centre to share the estimate with their customer and explain and give time frame for repairs
• if they had fixed all the problems, had anyone drove the car to check if its fixed and if yes then why all the points we noted that person didn’t notice
• isnt it tata motors responsibility to charge the battery before giving to their customer when it was there for 6-7 months
• don’t they charge the battery or atleast start the vehicle once a week, since the repair going for 6-7 months
• when the executive to informing to collect the vehicle post repair, has anyone signed off the vehicle is in condition to be taken on road, without wheel alignment, battery not charged, seat belt shorten, the mechanic who came to pickup the vehicle had to pay fine to cops while taking the vehicle back to service centre and he called to tell us the vehicle is giving problem, we didn’t understand then for what he had come to pickup the vehicle
