One poor service, negligence from the company and Maruti lost its old valued customer…
That’s what happens in today’s world of competition…
Here are details;
I drive Maruti Omni which I bought in March 2004. The said car was very regularly serviced at Maruti’s authorized dealer and service centre – Kiran Motors, Ahmedabad. Not a single service is missed and all maintenance was done as advised by Kiran Motors in the car. I was a satisfied customer of Maruti Udyog and Kiran Motors. So, when I planed to buy a second car, from cars I take in to consideration, Wagon-R and Zen-Estilo had advantage of ‘Maruti’ and ‘Kiran’; but the same became disadvantage for them and advantage for Hyundai Santro!
Here is how……
I got my Omni to Kiran Motors, Ahmedabad for regular service on 18May2007. When I got my car back I find out as if it was not serviced, I even had doubt if they changed the oil or not(though it was mentioned in the bill)! Most of all complaints I made at the time of giving my car for service were unsolved. The car suddenly stopped on the road in less then 10days of this service! I gave the care back to Kiran Motors again in less then 15/20 days of service for repairs! And the history repeated! After receiving car from them in the evening, it stopped on the road again in less then 2/3 hrs! I called Kiran Motors for this and they always have the same answer to a call like this “Leke aao saab dekh lete hai”. As for both the service and repairs, I had paid bills, this time I decided to complaint and did a failed attempt at Kiran Motors. I decided complaint to Maruti Udyog, and called its ‘toll free customer care number’. An executive gave me number of MUL’s Ahmedabad office and asked me to call there… I called there and someone from there replied me, “Saab office me koi nahi hai, sab log function ke liye Baroda gaye hai to aap next week fone karo”. At last I made a complaint to Maruti Udyog by e-mail and to my surprise, got a reply mail next day stating someone will call me in 48 hrs. This happened about couple of weeks back and no one has called and the complaint is unsolved.
So, finally I have decided not to buy Wagon-R or Zen-Estilo and buy Hyundai Santro, because I believe service is the most important and crucial part to maintain my car and what can I expect from a local dealer if MUL itself is showing negligence for its regular 3 year old customer though they new I am also a potent customer for Wagon-R or Estilo!
Anyway, I will get my new Santro today…….ADVANTAGE SANTRO!