[Resolved]  Tata Motors — re: critical feedback from customer cum complaint // service from m/s abc autolink, vadodara, gujarat - insurance claim related

Address:

Vadodara, Gujarat

Vehicle registration no: gj 06 lb 2949 for tata hexa xta & gj 06 kp 4066 for tata tiago xza
City / state : vadodara / gujarat
Dealer name: m/s abc autolink, vadodara

Dear sir / madam,

This is regarding my ongoing experience in dealing with m/s abc autolink during insurance claim related to hexa vehicle.

I met with an accident on 16th may’18 @ 10 pm in the night and i intimated them on 17th may’18 morning, as was not having the details of concern person handling the insurance claim at m/s abc autolink. However, due to unavoidable circumstances, i could reach out to them at their service station with the vehicle only on 21st may’18. Representative, handling the insurance for m/s abc autolink, informed on 21st may’18 morning that some of the parts are not available in stock and they will have to place the order for balance parts on their plant in pune. They also informed that parts will be ordered next day i. E, on 22nd may’18 and delivery is likely to happen for those parts in next couple of days and i left service station with the car with his assurance of giving update further latest by 24th may’18. I did not receive any call / update till 26th may’18, the day i happen to be at the service station for delivering my another tata made car i. E tiago xza for routine service. After checking with representative on the status of ordered parts for my hexa, they informed that the they could not process the order for the balance parts yet as their manager / owner was out of station and could not initiate the order for the reason o[censored]navailability of funds. Subsequent to this, they informed me that the owner is now back and order for parts will be processed on the same day. I expressed my displeasure to the representative as i was expecting positive response, after having no response/update on the status on parts in past 6 days and i was at least expecting the availability of parts at the service station and delivering my hexa for repair work to start on 26th may’18 so that i get the delivery of hexa after repair by 31st may’18 (As i had a plan to go on trip from 1st june’18). On 26th may’18 evening, while taking delivery of my tiago after service, representative shared their internal order details and eventually met this commitment of processing their internal order on the same day. They informed me that hexa car can be delivered at the service station on 29th may’18 and delivery of the vehicle in 3 days i. E. On 31st may’18. I categorically informed them that i have a travel plan to start from 1st june’18 and i will be needing the vehicle repaired latest by 31st may’18 which their representative confirmed with confidence stating that parts are normally delivered 3 days and should not be an issue and he will try to make up most in covering the delay caused in processing the internal order. I left the service center on 26th may’18 with his assurance of giving me a call on 28th may’18 and to update further.

With no surprise and as expected, got no update from m/s abc autolink on 28th may’18 and when enquired on 29th may’18 on if i can come and deliver the car, as per the plan, they gave shocker update stating that the parts are only billed (Challan is prepared at manufacturing plant in pune) but same has not moved yet. I was very unhappy by hearing the update and expressed again by displeasure to him. After the brief conversation, he then informed that they will do the repair in single day and i can deliver the car on 31st may’18 morning and get the delivery after repair on 31st may’18 evening.

On next day i. E. On 30th may’18, i tried reaching the representative 4 times in the first half but none of the call was responded back. Finally they attended by call in the second half and informed me that the part delivery will take 10 days to get delivered from that day. As i was already annoyed with the treatment of m/s abc autolink and the behavior of representative by then with the way they are handling customers like me, who has bought two cars in the span of just three months (Hexa and tiago), i simply made a request to give their plan to rectify the vehicle and settling the insurance claim in writing from them, which i earlier requested on 29th may’18 as i was not getting any kind comfort from any angle in dealing with them. I followed up for the same next day but no response from the organization till date, even no call / update on the same till today (I. E. 7th june’18).

I have had very bad experience in dealing with sales team earlier at m/s abc autolink when they did not delivery the accessory (Side foot step) even after made commitment at the time of sales of hexa vehicle to fix it in 6 week time. I then lodged the complaint, after following up with them for more then 4.1/s months, to tata motors after which the issue got settled in no time. It seems m/s abc autolink is considering people like me only takers and not customers. I personally have great respect towards tata and i believe tata motors have great products now in their kitty and future tool looks promising as far as product as concern. However, this journey for tata motors will be really tough with the kind of service their dealers like m/s abc autolink is providing to their customers.

I expect tata motors to take immediate actions and arrange response from m/s abc autolink dealer on their plan to rectify my vehicle without further trouble.

With best regards,
Mayur desai
Mobile: +91 [protected]
Email: [protected]@yahoo.com