I am Manjunath Kadirvelu writing this to let you know that I went through a horrible customer service experience when I visited one of your Jeep branches at KHT Kundalahalli Main Road, AECS Layout, Brookefield, Bengaluru, Karnataka 560066 on 13th June 2022
In relation to my visit to the KHT Service station at 09:30AM on 13th June 2022, the Job card was opened @ 10 AM, the car was due for a general service, informed the executive will wait in the customer lounge and get the car delivered after the service.
I had to wait for 6hrs in the customer lounge to get no updates, I walked up to the service bay to check on my car, then the car was brought at 04:30PM to the ramp for the technician and mechanic to evaluate. I had a repeated complaint with the clutch, Clutch Assembly was replaced in my previous service due, however this complaint was ignored.
I stayed in the service bay to view their service, it was pathetic, no one had a clue of the issues in the car, it was concluded that the Front RHS and Dip stick bush must be replaced, which would take another 2hr from now. Another person informed me that there is a step in the disc which has to be replaced.
Note: The service executive did not inform me that it would take long hours to address my car, else I would have planned my day by not waiting in the customer lounge.
· Team approximately took 45 Min to perform the general service, however, the service advisor proclaimed that the car wash would take 2 hrs, so we cannot afford to do it now as there is a lack of faculty concerns.
· I had also informed the executive that an appointment which was scheduled at 06:00 PM but he was reluctant towards it.
· The car was delivered to me at 05:45 PM without addressing any complaints and washing.
I understand that it might take a longer period to provide a service to a customer due to excessive rush but it does not justify how they denied my concern. I waited for more than 6 hours only to be told NO. Some of the employees were sitting idly and doing nothing. With much dismay, I had to return home without any solution.
I am very disappointed with this staff’s unacceptable behaviour. I am hoping you have video cam records to observe what actually went wrong that day. In case I do not hear back from you within the next 2 business days, I will hire a lawyer to sue your branch on the grounds of customer harassment and false accusation.
I regret having been in your service station and will never be there. However, you should know how poorly your staff treats your customers. I am hoping you would take the proper initiative to offer a better customer experience in the future by hiring more professional employees in Jeep.