I was in for a big surprise when I got a call from Mr.Manoharan of Carnation, Guindy explaining the company’s view on the issue I had written earlier. It seems that the M.D of Carnation had called him about the issue. Manoharan apologized profusely for the lapse(s) and has assured to send me the print-out of wheel alignment work through post. My doubts on this issue have been cleared. Mr. Manoharan wished to meet me in person and explain the matter and also requested me to send in my car to sort out the persistent noise in the suspension which unfortunately could not be done since I am out of station for a week.
He has explained what observations were done on the job card.Its little things like these that go out of the way and reach out to customers like me. It seems they were understaffed at that time and I am able to understand their predicament.I have the experience of interacting with other service centers. At those places they explain what repair/service has been done and give us the damaged spare parts which would have been replaced. This gives a customer confidence in the company and also a great deal of satisfaction. I am sure your company would be following this practice too.
I really appreciate the way the whole issue has been handled and hope to have a warm relationship with Carnation in the future.The complaint sent to the MD Mr. Jagadish Khattar is as below:I had given my Chevrolet spark for wheel alignment at Carnation, Guindy, Chennai. I had a complimentary coupon for the same. I had to wait for half an hour after which I told the front desk that since it was getting late for office I would bring the car some other day. They told me to leave the car there and collect it later. I was not even given a chance to speak to a service advisor. In the meanwhile other customers who came later were attended to by service advisors. In spite of being embarrassed and slighted, I left the car and left for office. The car had some noise in the front suspension when driven on uneven roads and I informed this to the reception. I picked up the car in the evening and found out that the service advisor was Mr. Rahim Basha Khaleel.
I drove the car around and found out that there was no change in the ride quality. What irked me more that that was the attitude of the personnel at Carnation. No one bothered to explain what service was done. I was not provided the print out of alignment work done. I think even road-side alignment workshops provide these print outs nowadays. Another observation I had made was that the wheel rims were dirty when I had given the car for service and they were exactly in the same condition when returned. If a person had handled those dirty wheels wouldn’t there be a change in their condition?.
I had gone to Carnation with high expectations as to service and attitude of personnel. I found the experience very disappointing and much lower in terms of customer satisfaction compared to the dealer (KLN motors, Guindy). May be I was treated this way because I went there with a free coupon.
Details of the transaction are as below:
Model: SPARK 1.0
Bill No. 5221005197
Bill Date: 04.10.2010
Job No. 2000118595
Job Date. 04.10.2010