My first car buying experience from Prerana Motors:
1. Lack of product knowledge of sales staff
2. Not sensible for customer’s sentiment and pain
3. Very poor managerial skills of Branch Manager
To know why the above read out the below story of my first car buying experience from Prerana Motors:
I purchased a TATA Tiago from Prerana. And the day of delivery what I have experienced could never forget.
At the time of handing over the keys of the car, I found red light blinking and indicating the lacking of petrol alert. Though I said to the sales rep. that we doubt if it can go even up to petrol bunk. They assured that, the car will be running another 30 KMs and showed it in display panel as well. Hence we got convinced and took out the car. Because I felt they are knowing more than the product than me for sure. After running 1 km in a heavy traffic area the car got stopped. Initially we thought it might be because it is automatic and we had the driving experience of manual only, so we are not able to start the car. Meanwhile there was heavy traffic and each people crossing us with annoyed looks and shouting at us. Which is obvious because we were cause of whole traffic jam. I called to the sales rep of Prerna and requested for help. So he said he will inform to the senior person of his team who will come to assist us. By then it was 15 mins. passed. By seeing such response and no call from any of the dealer’s end, I thought to walk back in that heavy traffic and get the help. Meanwhile a small kid of 6 months, rain, an old man, my wife and my brother were trying to manage the angry traffic and the kid as well. 30 mins passed nothing from no where. My panic level was increasing. So I walked back, literally by running to save time and get some help as soon as possible. it took 15 mins for me to reach back at the showroom. My first glance was at the team leader who asked me by saying call your brother and he would guide him to start the car. The effort was not worthy and we loose another 10 mins there. Meanwhile a senior person about whom the sales guy was talking about he came out from parking area with a car, I just smiled myself by thinking if he tries to penetrate that traffic with that car. It would have taken another 1 hour to reach to my car only. Hence I have asked to take a bike and come with me. by this time we had already exceeded 1 hour. On the way with that senior sales guy, I asked what could be the possible reason of this, he said me, "during the transit there will be 10 ltrs of petrol poured into new car, and I think that was not poured fully or consumed before it reach to us only". It was really shocking, where this could be possible from a brand like TATA.
And the funny part was he was carrying a bottle with him it shows he knew what was the problem.