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| Subject: Sail Dealer Nightmare Experience
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| From: Ravi on Sunday, October 10, 2004
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| Message: |
10 Oct 04
Puneet Chowdhry
National After Sales Manager
6th Fl Tower 'A'
Global Business Park
Mehrauli - Gurgaon Road
Gurgoan
122002
HOW STUPID DEALERS MAR THE OWNERSHIP EXPERIENCE OF AN EXCELLENT PRODUCT
On 04 Aug 04 my one year old Sail 1.4 was inundated up to the headrests in a flood. The nearest GM dealer was Empire Motors, Surat Dumas Road, Surat, Gujarat which is about 50 km from where I live. They sent a Qualis, tied a rope to the Sail and towed…nay…dragged it away. And then the nightmare began.
The Service Manager simply avoided giving me an estimate of the damage, for over 6 weeks. The excuse was that the Insurance surveyor had not provided him with one. On 14 Sep, after about 20 phone calls, I was informed that the car is ready. But still no figure. I then took a days leave from work, arrived at the dealership, waited for about 30 minutes for the Service Manager to find time for me, and immediately took off for a meaningless test drive. Still no estimate. Not even a look at the job card. And the “gentleman” had no clue of what repairs had been carried out.
The next day a final inspection was carried out by the Insurance surveyor and a bill for Rs 91000 arrived by mail (24 hours in the water and German Engineering just shows up). On 16 Sep 04, I couriered a Delhi cheque for the amount and was told I can touch the car only after the money was safely in the Dealership’s pocket. That’s understandable; after all it could turnout to be a dud cheque.
For the next 20 days, there’s no news from Empire Motors. Persistent calls to the Service Manager only irritate the chappie. The accounts department says the amount has still not been credited. Finally I get my bank statement from Delhi, to find that the amount has been debited on 23 Sep 04, ie within 6 days of date of issue.
A call to the Service Manager, a certain Mr Bawa, serves no purpose. He demands I produce/fax him the proof that my account has been debited. And he’s still not ready to let me repossess my car. I call Empire Motor and ask for the owner. Obviously he’s not in the office. Then later in the evening The Mr Bawa calls me and condescendingly permits me take the car, even though they have not got the money yet (“We have decided that you can take the car”). It is now 08 Oct 04, which is 65 days after the damage and 16 days after my account has been debited.
When I arrive to collect the car on 09 Oct 04, the interior still smells of the flood. The windows are dirty, the spare tire is wet and sweating, the window rubber gaskets are out of tack as also the cable rubber covers on the doorsills. The AC vent controls have the flood mud on them. The dashboard and steering wheel is greasy with polish. There are extra scratches on the body. There are towrope scars on the front bumper. The hazard reflective triangle box is wet and dirty. The wiper fluid container is empty. The door undersides are dirty. The car underbody is dirty. Tube nozzle caps are missing (“We don’t do punctures!”). The replaced parts are refused. The engine has mud streaks all over the place. And the Service Manager try’s to sell me a music system. Or teach me how to make an Insurance claim, rather condescendingly, at that. And I still have to inspect the car minutely.
I suggest this Dealership be retrained (I had to give my telephone number every single time I called them). And that clown (sorry, I just lost my patience) be taught to address clients as Sir or by their name, not “Boss”. And at least apologise, or make appropriate noises that seem like an apology, for the delay (An apology for the inconvenience would be like asking for consumer service… or the moon). It’s basic courtesy. Especially to retired Army Officers, who’ve spent half their lives keeping this land safe so that “Indians” like Empire Motors, can make a living.
And to think I waited 8 weeks after booking the car, even though I was told the delivery period was 14 days.
Hoping I don’t need to visit that atrocious dealership again in my life,
Yours sincerely etc,
Distt Bharuch
Gujarat
394120
CC Empire Motors
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| Reply 1 | | I feel for the writer. I have also oftne suffered from my service center's atrocius lack of service (Ford in my case). When will we reach higher standards? |
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| By: A. F. CORDEIRO on Monday, October 11, 2004 |
| Reply 2 | | This is really sad. Please don't leave this dealer and the company. Follow up on this matter, go to the courts if need be. Its time someone taught these hot shot MNC car companies a thing or two about customer service. |
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| By: AMIT RAISINGHANI on Monday, October 11, 2004 |
| Reply 3 | | I suggest you make this as public as you can - firstly send your letters to Autocar and Overdrive. Secondly, have you tried the consumer court? It is not as impossible as you feel, as long as you have proof of all your efforts/letters. I think you will get sweet satisfaction there, my father-in-law does this regularly with bus services etc. and has been compensated. |
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| By: REBONI SAHA on Tuesday, October 12, 2004 |
| Reply 4 | | I think you are better off with FIAT . at least nowadays they respond to customer complaints and take action. though they might not be 100% effective |
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| By: R A on Tuesday, October 12, 2004 |
| Reply 5 | I can barely imagine the trauma that you have been through and disagree with R A by mentioning another poor service provider.
I agree that the dealership should be retrained and the matter escalated to court, or other authorities so you get a compensation and apology.
Funny thing is that I never heard of such things in old predominant Maruti days.
Are we getting better worth for our money now!! |
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| By: Kunal Sareen on Wednesday, October 13, 2004 |
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