Dear Customer Care / Client relations Team,
This is to bring in to your notice that I’m highly disappointed & upset with the services of Maruti rendered in every aspect. Starting from Product to customer care to after sales such a HORRIBLE EXPERIENCE!
I would like to narrate the entire experience and service offered to me by Maruti.
I had got the product booked at Rohan motor Chattarpur in mid of September - Golden colour. Since we wanted the delivery of our car on a particular day (5 October- a particular Navratri day) & in the morning first half specifically, we got the booking done almost 20 days before giving the Maruti more than enough time to arrange for the delivery. At the time of booking we cross checked & confirmed with Mr. Neeraj (the executive who dealt with us) almost 5 times the date of delivery, since we were stringent about the delivery timings – for which Neeraj’s reply was “You will definitely receive your car on the booking day as you have given us ample no. of days”. We told Neeraj “that’s the reason we have come early & on that promise we got the booking done. Neeraj again assured & said Sir “ Don’t worry about the delivery date, rather you will get your car even before 5th October. On that we told him that we will come in the first half of October 5 th & collect it. Mr. Neeraj said “Sir what I will do is, I will get the car here in the dock next to our showroom as you would have seen, the car will be parked here If you like you can come over & have a look even before 5 October. After so much of assurances & promises we thought we were taking a right move & that we are in good hands. But ALAS! First Harassment - I was informed by the sales executive Mr. Neeraj that you can come at 11am to take the delivery. I reached Chattarpur showroom at 11 am where I got to know the vehicle is not yet available and we were told they have been arranging the same. After a wait for around 3 hours at the showroom & when made a shout about it, Mr. Neeraj took me to the CRM counter where in the lady sitting informed me that the vehicle is stuck in Maruti docks( Gurgaon) and that it can only be arranged by 3pm . All of our planning got shattered. Those promises of on time delivery/ rather before time delivery were all baseless. I walked out & I was informed they will inform us around 3pm of the arrival of vehicle & then I can come over & take the delivery. The clock ticked 3 but there was no follow up from Maruti. I made a call to Neeraj enquiring the same but to my shock I was informed the car hasn’t reached yet. He made me talk to that customer care lady again & was given some stupid excuses & was given a new time of delivery 7pm . I had to chase the showroom guys since there was no update on the same & the response I was told “If you want you can cancel the order as your vehicle would reach around 8 the choice is yours”. I really got pissed up by this lame & laid back attitude & for a fraction I made my mind of cancelling the booking, but after a sigh I thought I have been waiting for the delivery for the whole day now why not wait for another hour & just get away from all this harassment. Second Harassment I reached the showroom around 8pm to take the delivery wherein I got the biggest jolt of my life - the vehicle looked used & old with headlights having a permanent water stains inside it. As the executives have to get away this, they tried imposing of headlights having a spotless new shine. That moment was so furious as I was told to take this completely blemished, moist & dull headlighted car. The General Manager was called & shown the headlights he got them cleaned the solution too but in vain. Since It was from inside the headlight & not outside. The general Manager offered to get it changed & they realize the personnel who takes care of this has left.
Then suddenly I opened the bonnet, the engine had oil marks with dust. So I got so upset as the new vehicle didn’t look new to me from any side, the staff gave me many justifications and was told to check the other standing cars from the dock. When I went ahead & checked those cars none of them had oil stained engine, they do had dust on it which I completely understand since they are standing in an open area. I asked the General Manager sales about the manufacturing year of the car, on which his promise & commitment “I guarantee you it is max to max 2 to 3 months old car." After all the assurances he asked to take the car to the service center in the morning, that he would get it serviced as well get the lights repaired. Car’s delivery was finally made 10 at the night. Third Harassment I took car to the service center the next day. I didn’t know after all this nonsense I even have to struggle and convince the service advisor’s to change the lights and get it serviced. I asked the cleaners to buff the car nicely as the body didn’t have a glow and was very sticky which they refused to do so, I had to call the Showroom and then they told me to speak to the GM as he would be the only one who can help me. Now I need to understand that I wasted almost 6 hours sitting at the service center now I need to understand that what mistake did I commit I bought a new car and I didn’t expect this to happen to me.
Fourth Harassment Lets move to the next experience where in the cars first service was due I took the car to the service center and got it serviced . Now after service I took the car back home the moment I stepped out of the service center I got another shock that the speedometer was not working then I called the service advisor who said that sir no issues you can bring the car to the service center tomorrow as the electrician has gone for the day. So next day again I took it to the service center where in the SPEEDOMETER SENSOR got replaced. Again I wasted 2 more days for getting it serviced .
Now the car had completed almost 3000 km & suddenly I realize that the brake pedal started giving sensations and the car started vibrating on applying brakes.
So again I had to take the car to the service center and the advisor said the car is under warranty and we will repair it free of cost. Now they took the car for road test to find the problem and they realized that one of the Disk need to be replaced as it was creating the sensation in the brake pedal . I had no option but to sit at the service center and get it replaced. Now they replaced the disk and took it for a test drive and was informed the car is good to go. To check the car I decided to take a drive & asked one of the guys to sit with me and while I drive the vehicle. The sensation had gone away on the slow speed however driving it at a speed of 60, vibration was still there. The guy asked to get the car back. Now for the fourth time I got the car to the service center & got the other disk plate changed as well. I thought the car is perfectly fine now & that I hopefully I would not see the service center’s face too soon.
Alas ……The very next day there was a light blinking in the speedometer for fuel pump . I now took the car to a different service center which was Competent Auto at Mehrauli where they diagnosed that the fuel filter assembly has to be changed. For the same they took almost 4 hours arranging the stock from their warehouse and taking the approval from Maruti.
Also like to mention the staff was not at all courteous sitting in the service station apart from Mr. Manish who helped me in coordinating this.
My drastic story doesn’t end here, the car is almost 5000 km driven and there is some noise coming from the suspension. On inspecting the same( 5 th round to service center) it was discovered that the some bush kit needs to be changed. I have taken the car more than 6 times to the service center in less than 3 months is this the only thing which I am supposed to do.
I’M TOTALLY PISSED WITH MY VEHICLE & WOULD WANT A REPLACEMENT FOR THE SAME OR A REFUND. This is not expected from a new vehicle.
I would want this to be treated with utmost priority and would expect a revert in next 72 hours or else I will take it further to CONSUMER COURT.
Model: SWIFT DEZIRE LDI
Colour: Golden
REGARD’S
RABJYOT GROVER