I’m a regular customer of goMechanic since Nov’2019 and specifically visited Chandigarh tricity twice to get car serviced in 2019 and 2020. However, experience in my home city Ludhiana is completely out of the box keeping in view of quality of service and replacing a part has turned a real headache for me.
Myself own 5 cars and 2 of them are serviced at goMechanic only being out of warranty. This eMail is in response to the harassment and exploitation being faced on account of warranty claimed for replacement of clutch plates & pressure plate leading to eroding of trust completely.
Chain of events is as follows:
On 25-April-2022 my Hyundai i20 was handed over for a service & clutch replacement vide order no. 20220423902862923 in which in the name of OES unbranded/unmarked maybe used clutch plates & pressure plates were installed by your workshop under the supervision of your executive.(images attached)
Claimed your warranty but no response was received from goMechanic team.
Finally on 16.07.2022 protested on twitter instead & in a short span of 30 minutes received 3 calls from Lalit, Anup & Manoj, on being given choice to switch workshop, I preferred some other workshop as was completely disappointed with service of current workshop.
Informed Mr. Manoj that Mr. Lalit has assured pick-up and resolution & he requested to revert on Twitter for the sake of management.
No response from team till Monday 18.07.2022 evening and call to Mr. Lalit was replied with that since he was involved in an accident pick-up couldn’t be initiated & assured needful on Tuesday i.e. 19.07.2022.
Now the game of harassment commenced, pick-up was done at around 1 PM with order ID 202207194239599 and in the evening inquired about status update Mr. Lalit informed that the team will have to open clutch assembly to know the exact issue.
On Wednesday in the evening inquired about the status and Mr. Lalit informed that the part needs a replacement which was duly informed to the superiors and approved is awaited however, workshop has procured the spare part.
During Thursday 21.07.2022 afternoon again inquired about the status to which Mr. Lalit informed that approval is still awaited, I personally visited the workshop and inspected the alleged OES clutch plates(an unapproved OES part with no vendor name, part name, part code, etc.) was installed under supervision of goMechanic in April’2022 in order to cheat me.
There called Mr. Anup to which he replied that he’s with doctor on account of treatment of his father & Mr. Lalit will coordinate, then called Mr. Manoj to which he said he will look into the matter. Mr. Lalit send some estimate and after waiting for about 1.5 hour he said that goMechanic is ready to forgo labour charges to which I protested.
However, while coming back workshop inquired in front of Mr. Lalit that what to do to which I simply said please go ahead and I’m in touch with goMechanic team as it’s already been 3 days and I need my car at the earliest.
In the evening Mr. Manoj called and proposed waiver of labour charges and on further protest proposed 20% discount on part.
Yesterday on 22.07.2022 in the afternoon Mr. Manoj called and inquired about my final call and offered a further discount of ₹ 500 subject to approval and later inquired about car to which Mr. Lalit informed that clutch replacement is done and he has taken a test drive and visit of Mr. Anup is awaited. Later, in the evening called Mr. Anup he said that he offered waiver of labour charges to which informed him about 20% discount on part along with some additional cash discount offered by Mr. Manoj to which he showed his ignorance.
Later, at around 6 PM call from Mr. Anup informed me that work has been done at your own, goMechanic is not aware of it and has nothing to do with it, they cannot offer anything come and pick your car to which I asked him to put in conference call with Mr. Manoj and he repeated the same which lead to an endless discussion for more than a hour along with heated arguments and counter arguments both sides. Mr. Anup was kind enough & as a gesture he offered me a free dry clean of the car.
I inquired Mr. Anup that to give me in writing that the alleged plates are approved OES part by goMechanic which is not even replied.
In 3 days Mr. Anup never called or visited or inquired about the issue and he was like doing some kind of favour instead of his job by travelling to the workshop from so called Chandigarh.
I simply dropped message to Mr. Manoj to send me bill for online payment and my car when he didn’t picked up my call.
Every communication is well done in front of your staff, with your staff and if they themselves lack coordination then what is a my fault, a grave offence is done at your end by placing unbranded plates in my car in the name of OES which develops snag then what is my fault and if customer claims a warranty on the same then your executives will humiliate the person.
I have never felt so cheap, humiliated, cheated, disheartened, harassed and exploited in my entire life. This incident has forced me to change my outlook towards service providers being self in service industry for the last 11 years.
In the end I humbly request you kindly not to offer any such false offers, services, commitments etc. which you can’t honour and I feel shattered that I trusted your brand.
Kindly treat this just as feedback detailing about the malafide intentions of workshops and employees in order to deceive customers.