Mr. Shinzo Nakanishi MD,
Maruti Suzuki India Limited
Dear Director Shinzo,
First, I would like to express our gratitude for the motorcar “Dzire” you have made, which fills our hearts with pleasure and pride. I purchased the Suzuki Dzire ZDI because it impressed with its blend of performance, style and value, and have greatly appreciated the high standards of Suzuki customer care in the past.
In this letter, I would like to frankly discuss a problem with you which I am having and look forward to your reply to me.I had paid the full sum of money as per the dealer advise after booking the car. Since he was not able to deliver the car, he suggested refund in two parts, the money still stuck, you canceled their dealership and many of us dont have the car despite full payment to Vasanthi Automobiles Pondicherry!I have endeavored to seek answers to these problem questions and concerns by communicating with the regional office Madras and Delhi, but as you will see from the copies of correspondence attached, without success.Concerned at the standards of customer service I am receiving; my last letter was addressed directly to you. Regrettably, you did not respond personally.
Instead, my correspondence was again handled by a junior employee who has repeatedly failed to address the questions and issues raised. This is very disappointing as I do not believe your customer service philosophy has been upheld. Furthermore, Suzuki India’s refusal to seriously address the legitimate complaints I have seems discourteous and may be affecting your reputation with present and future customers.
I am aware of a number of prospective buyers who have decided not to purchase any Suzuki vehicle because of these concerns. Suzuki India’s continued lack of response to owners’ questions put to Suzuki and lack of information given and available to owners, is increasing owners’ and prospective owners’ concerns. This situation is surely damaging your company’s reputation within the car owning community. I and the many owners purchased the Suzuki Dzire after previously owning and enjoying other Suzuki cars and naturally expected a similarly enjoyable ownership experience with the Dzire. The current situation is affecting the good relationship that so many owners have had with Suzuki and it is with the hope that this trend could be reversed that I wrote to you. Despite my request for your assistance and my respectful negotiation asking you to intervene on my behalf to ensure that Suzuki India deals with this issue in an honourable manner as befits a corporation such as the one which bears your name as Director, nothing happened. I look forward to hearing from you and thank you for taking the time to deal with this issue for me. The amount pending to me from Maruti Suzuki is Rs.7, 94, 500.I have been writing to you since January. This is my fourth reminder.
Yours Sincerely,
Dr. Manuel John,