Naik Auto Industries is dominating the Tata Auto market in Goa as there is no other competitor in this small state. The Tata car owners have to rely completely on them for sales and post-sales service.
They are the Tata Authorised Service Center in Goa, having two Service Centers, one in Fatorda-Margao and other in Mapusa Industrial estate, Mapusa. They have various sales offices and showrooms and the biggest of these is their showroom in Nuvem. Surprisingly, their showroom in Panjim is the smallest as compared to any other auto dealers. Besides, they have sales points at Ponda, Bicholim etc.
Having two Tata cars, I have been dealing with them for last few years and I must say, I am not a happy customer. As it is, Tata cars have poor servicing record across India and this service center is not far behind.
I have visited both the service centers and both are equally poor. Tatas have defined high standards for its customers, however you would not witness an iota of it in these centers. I have faced multiple issues with them while servicing/repairing my vehicles.
Fatorda one is somewhat better than Mapusa as it is their head office. Staff, managers, mechanics, service advisors keep changing. They are hardly bothered about your problems. Repair takes ages, paper work is inefficient, but bills run high:)
In their Mapusa workshop, one can sit right next to the mechanic and either helplessly watch how inefficiently they carry out work or if you are an expert of vehicles, advise them on how things can be done better.
Spare availability is a big problem - most spares are not available in their stores and almost takes a week or more to be ordered from Pune.
A plain regular free servicing of a Nano, takes a complete day. They usually prefer to keep the vehicle for days together, even for minor repairs. I have had plenty of unpleasant experiences with them - like misplacing mats, car being not well washed, repair work not done to satisfaction, could not identify problem for ages, service advisors not updating properly about the problem, status, cars interiors being made dirty.the list is endless.
And the worst part is after every service/repair, we get a customer satisfaction survey call from Tata call center where I have to rate only between 7-10(they do not allow us to rate below that). Questions are like - were you welcomed and attended to promptly at the service center? I would actually rate this as 0 as there is nothing called welcome! Nobody is in fact bothered to know why I have visited their service center. This is very funny! Then there are questions like, were you advised properly by the Service Advisor about problem, delivery status etc - I feel this survey is a big joke!
Also, I have to fill in one feedback form after every visit - which is again a big farce!
Every time, I have a problem, I need to talk to a senior officer to ensure that problem is attended and resolved.
Problems are galore at this service center - but we don’t really have a choice!