Tata Motors — Rotana motors,calicut-appalling service

Dear Sir/Madam,

I would like to bring your kind attention to the bad customer service faced from M/s ROTANA MOTORS, CALICUT- KERALA.

My name is ROOPAK RATNARAJ owner of TATA NEXON (XMS) registration number KL-11-BT-8153.

This car was purchased from the above mentioned dealer in 2020. Since then I have had to face concerns with dealer.

1. During the time of delivery the car was already allocated to a different person according to the booking priority, but due to booking cancellation the vehicle was allocated to me and registered in my name and address. Every service since then the vehicle invoice is still generated in the name and address of the person who the car was booked under. I have point out this issue with concerned person and they assured that they will update the KYC and it will be changed soon to my name. But unfortunately it was not changed to my name till my last periodic service. I had followed up many times regarding this issue and more than twice I had forwarded my registration certificate to the dealer for updation. TERRIBLE CUSTOMER SERVICE. Finally they have updated this time, but the thing is now my vehicle is in my Dad’s name which is not the registered owner. I am here by attaching the proof for the same.

2. The second issue I faced from this same dealer was lack of follow up regarding my vehicle service due dates, every time I have had to contact them for service due date after I missed my second free service as they did not contact me. I raised this issue with the concerned person they were trying to state that it was my mistake not to bring the vehicle for service on time, this happened after the lockdown was called off and they were trying to state that the follow up was missed due to covid restrictions. I had took the 3M car care service during my vehicle delivery, so u can see the missed entry, proof attached.

3. I had met with an accident this year in the month of April, left side rear door and quarter panel was damaged and replaced from this same dealer but different branch which was opened recently in Calicut, after few months the paint peeled off from three different spots from the same door which was replaced and painted and also there were some corrosion issues on door strikers, right side front speakers were not working and gear shift lever knob material was peeling off due to quality issues. So I visited the nearest branch of same dealer on 14/10/22 and raised the issue. Even there I had a very bad experience from the showroom. I was already tele-booked for my running repair and I was forced to wait more than 30 minutes to get anyone to attend to me .The service advisor who was sitting and doing some work in desktop, the front office executive who guided me and informed that advisor about my complaint, after first 15 minutes was over that lady executive went again to him and reminded him again that I was waiting he was least bothered and I have to wait another 15mins for my turn. He put the job card regarding my issues and showed him the paint peeled from the door after repainting. I was really shocked after hearing the reply from him. He told me to take vehicle to their branch from where it was painted then only the problem will be resolved. Even that time also I raised the issue regarding the invoice address mismatch and he checked and told it was resolved, actually it was not resolved and proof is attached.

And the major problem starts when I received my vehicle back after resolving the speaker issue, he told there was no issue with the wiring harness, only the thing was stereo settings were changed and it was corrected. I have technical knowledge about automobiles and cars the information given was wrong and was trying to mislead me and argued it was issue with settings, but before giving for service I had checked all the settings and made sure that it was not the settings issue. Later when I reached back I noticed my right side mirror was not working while locking the vehicle. I was totally disappointed with the service. I decided to visit the other branch of the same dealer the next day and complained the same and also the paint issue, they initially checked and tried to rule out it was not their or painting fault and it was a scratch happened from me, I can’t understand how can they conclude this when there was no scratch on that door, later they were convinced and agreed they will repaint and give it back. The mirror issue they checked and told it was the motor malfunction and I will get it in warranty and they had initiated and ordered the part and gear lever knob and it will take at least two to three weeks to deliver and I can take the vehicle out for the time being. On October 24th when I was travelling with my family all of sudden some noise came from right side front door panel and my power windows and Centre lock system was not working after that, on my way back I had visited the same service Centre and told them the issue and they checked for few hours and told me that they need more time to identify the root cause, so I told them I will the bring the vehicle back later.

4. On 29th October I called and booked an appointment for 31st October regarding the running repair and I assured that the vehicle will be dropped off on 30th October (Sunday) at service centre cause I was travelling out of station and I did the same. On 31st around 3pm I received a call from service Centre and they asked me when I dropped off the vehicle and told that they just noticed it and will find out the root cause of the issue and update. On 2nd November I received the call back and told that they identified the problem and it was not the motor issue but it was the wiring issue which were ruled out before. So again they placed order for wiring harness and I told to do the painting job and deliver the vehicle at the earliest until the spare reaches the service Centre. But till date[protected] my vehicle was in service centre and work was not completed. When I visited the branch on[protected] even the painting job has not started and they agreed that it’s issue from their end. Earlier I had told them that I need the vehicle on[protected] because I will be in the town for only 2 days and I have medical emergency. But they were least bothered and they didn’t deliver the vehicle on time.

This is such bad service I have received from TATA Service centre so far. This is unacceptable behaviour which needs to change as you will loose your reputation and in turn loose customers. I don’t know if you will take an action on this or not but I will post my review in public which surely will deter people from buying Tata products for the fear for bad customer service.

Thanks

Roopak Ratnaraj