My name is Vishwameet Chawla a resident of Sector 4 Gurgaon. I own couple of Maruti Cars. I went to Carnations Gurgaon for the servicing of my Maruti Alto on 11th Nov 2012 for the second time.
As the earlier results were satisfying, I went back again for my Car to be serviced. In addition to earlier experience, the decision was also swayed as their call center representative(Rajeev) offered me a 20% discount on the Classic Service option as a whole and 25% discount on labor charges, if I do a single service. I declared the same when I met their delivery representation(Indresh). To my astonishment, he told that he does not know anything about the same. Thereafter, he took me to their Gurgaon branch in charge, Mr. Pradeep Tyagi. He asked me to call the call center, at that instance, I abided and got another personnel who promised a call back from Rajeev in 5 mins, which never happened. Helpless for around 30 mins, I called again and the supervisor conveyed that they are talking to one Shivani locally and there will be some help in a while.
I went back to Pradeep Tyagi and just in jest said that there is a huge disconnect amongst your various departments. You need to improve the same. He started by saying that he does not know what call center says. He just has one version which is on the brochure. I said that’s completely wrong attitude for the simple reason that for a customer like me, there can not be 2 interfaces portrayed. There should only be one version and if there are 2 then that needs to be sorted out internally without customer being impacted. I believe, this did not go well with Mr. Tyagi and he had the most bizarre statement at this juncture, He said and I quote’There is nothing that we have given you in written’. I was shocked with the shunning away of the ownership with utter dismay. The reason was so appalling that I ended my conversation then and there.
After almost 2 hours of their staff’s dillydallying and my toiling, I eventually got a discount of 25% on the labor charges in spite of non involvement or should I say negative involvement of their delivery in charge Mr. Tyagi.
Now my questions to you are:
1). Why can’t they have a mechanism where the customer interactions with their different teams are known to each of their teams?
2). Why can’t they sensitize their delivery team about good customer handling etiquette’s?
3). If number 2 can not be done, why can’t be there 2 sets of resources one who service the cars and one who can talk to the customer?
4). Why can’t there be a check to make sure that there are no false promises on calls?
5). Who owns their service delivery end-to-end? Why does their staff does not own the comments made by other teams?
I urge all my fellow readers that never ever go to Carnations for their Car’s service. Apart from the customer handing skills being appalling, their service quality is also abysmal and to add to that, the rates are also pretty high.
-vishwameet