I am the owner of Hyundai i20 - DL 10 CS 7065 bought in April this year. I’ve had a torrid experience so far and though you make the best cars but am afraid your service could be labeled, at best, worst. I’ve been an owner of Maruti and Ford in the past but never had such bad customer service and product handling.
My first service was due after 1000 kms in June this year and I visited Libra Hyundai next to Hans Hyundai Moti Nagar. Since this was a free service, when I gave my car to the service advisor he said it’ll be done in 1.5 hours. It took him 2 hours just to return an unchecked unwashed car. I opened the bonnet and looked at the bottom and it had to go through complete cleaning and washing again.
I don’t even think they do checks in new cars. Anyways, so I raised it to the GM and he got the aforementioned done while the advisor promised that this was a slip and give us a chacge again in second service. And I had no idea that what was in the offing.
THE REAL PROBLEM
No. 1#: DELAY IN DELIVERY
When my second service was due after 10, 000 kms, I gave them my car for pick up, service and delivery back on Oct 25(my wedding day), I told them clearly that today is the wedding day and only take it if you promise delivery by 3 pm as we’ve do get into work right away at 3 and would require the vehicle. He took the car and promised a delivery latest by 2:30. At 3, there was no communication on delay and only after calling I realised it will take them 30 more muinutes. After 30 minutes it extended to another 30 and finally got it at 4:30 pm(IMAGINE the frustration).
No.2# WORST EVER SERVICE
I gave them my car in perfect condition and now after delivery it make cranky noise at speed breakers. I feel like I am driving a 5 year old vehicle with no suspension and shocker
The wheel alignment wasn’t done properly and car tilts on left
I specified that car tyres have nitrogen which both, the delivery guy and advisor, confirmed the top-up just to realise after 4 days when I felt the pressure was low that none of the tyres were inflated and were showing 25/26 nitrogen pressure
No.3# BUNCH OF THIEVES
Since the fuel level was low, I gave the driver Rs. 500 to top-up diesel. He came back with a Rs. 500 invoice. He delivered the car at 4:30 and travelled from Moti Nagar to Dwarka while my fuel station was 7 kms away. Now the total distance traveled from My Home > service station(moti nagar) > dwarka > fuel station is 35 kms on safe side 40 kms while my cars average is 16.6 per litre on safe side let’s say 15. Now with diesel at about 46 or 50 for ease of calculation, it should not take more than 3 litres of diesel.
When I gave him my car it hadn’t even started blinking and usually have about 8 litres from experience before the blink on fuel indicator. With a top of 10 litres(Rs. 500) and say max 5 litres being used, the car should have have filled max 35 litres but my full tank got 40 litres(ideally there is still space in 45 litre tank). So there was a clear Rs. 250 which this delivey boy had taken as a cut and I repent giving him Rs. 50 as tip.
No.4# ONLY PHONE SUPPORT
Now, when they called me for feedback and explained the whole issue they apologized and said let us figure out the problem etc. I told them to escalate this to HMIL office and then the head customer support at Libra called and said I’ll come back to you after discussing with the GM and she has never done that even after a month.
No.5# OFFENDED WITH HYUNDAI
Hyundai customer care called and I gave a bad rating and he said you’ll receive a call in 48 hours with a solution which has never been returned almost after a month now.
Now, I do no know what to do with such careless and non-customer centric approach. I want you to get me a FREE’PAID SERVICE’ from a service centre in Dwarka as I am not sure if Libra would have done anything from inside as well.
I’m now sure that despite good cars at Hyundai, I’ll never be a repeat customer.
With utter disappointment,
Rohit