We had recently rented a car with Zoomcar. Reservation number - Booking: JPSN71RVE June 20, 2022 through June 26, 2022.
When we picked up the car on June 20, 2022, immediately after about 1 hour, the car experienced issues with the EPS system, and the EPS light went on. What this means is that the car that you had issued to us, was already not in good condition and EPS issues mean that the car is undriveable.
Below is the series of discussions and frustration points based on the overall experience with Zoomcar support and the car that was assigned to us.
Frustration Points:
We were provided a car that was not safe to drive with the EPS issue. Upon showing the car to a local garage- they said that the entire EPS fuse plug was damaged / messed up and needed to be replaced. The total cost of replacing is INR 7, 560 (attached is the receipt from the car garage).
Our entire journey was delayed by about 3-4 hours - which caused a lot of issues in our future reservations and plans
We were stranded in a random part of the city waiting for the car to be serviced.
The emergency line (key entry #2) on Zoomcar support took a long time to respond. We were told multiple times that there would be a resolution within 30 mins, and that Zoomcar would find a replacement car for us, or send a team for support or give us a call back. NONE OF THESE HAPPENED for about 3-4 hours, which basically meant that your team left us to take a call all by ourselves. Every time we called your support line, we had to go through the same options of providing email address, verify identity, give email address, wait for the support agent, and then no resolution. It was nearing closing time for all garages, so basically, it meant that we needed to take a call by ourselves, or be stranded in a random place and cancel all our future reservations/plans which amount to a lot more than the car we had reserved for.
The aircon of the car was unserviceable and blew only hot air.
Hide quoted text
What we did:
Consulted with the local garage (note that it was the only one open at the time that could help with our request). All other garages were closed, and the car was undriveable.
Begged for them to service our car, and help us with our onward journey since Zoomcar was of no help.
Replaced the fuse (see attached picture of the work in progress).
Contacted zoomcar support for the expense and were informed that we will be reimbursed for the expense.
Replaced the required fuse, tested the car with their expert team, and then started our onward journey after a confirmation that the car is now safe to drive.
The receipt for the service is attached, as well as kept in the car for reference.
Expectations/request from your team -
Reimburse for the entire expense that we incurred for the car servicing.
Reimburse for the time lost
Reimburse / provide financial support for the mental, physical stress during this time when Zoomcar was unable to assist
Reimburse certain amount for current rental / provide direct discount for future rentals
We hope this gets escalated to the right contact in your team, and we are able to reach a resolution and receive the above requests timely without any further issues to us.
Something as simple as a quick replacement would have been the right resolution from your team, but unfortunately that was not the case. Also, please ensure all your vehicles go through a better engine check so you do not endanger the lives of those relying on zoomcar for a car rental in cities that are new for them.
As of 22 Jul 2022 zoomcar has denied any refund and have stopped responding to emails
Was this information helpful?
Post your Comment