I want to share my bitter experience with TATA Motors and would like to draw attention of TATA management on the deteriorating services of TATA Motors.
I’ve purchased a Tata Nano LX Awesome model last month on 14th Dec.
I got it serviced at 1200Kms on Friday 30th Jan.
I felt that service was not up to the mark but when I asked the representative assured me that every thing is fine.
I left for Jaipur the same day after driving about 200Kms suddenly engine stopped while the car was moving at about 80Kms+ speed and I felt a slight burning smell inside the driving cabin.
Surrounded with heavy trucks on Delhi - Jaipur highway it was a horrified experience, I some how managed to pull over the vehicle.
When tried to start the car the power was coming to the engine off and on and then the car stopped responding.
I stepped out of the vehicle the engine was not heated at all, there was no alarm, beep or alert sound at the console and the fuel tank was also showed more than half a tank.
It left me stranded about 70 Kms away from the Jaipur city with my wife and luggage in car.
I called to Tata Emergency Brake Down and asked for a technician on site but, the executive replied that He tried to contact the technician but, he is not picking up.
After waiting for about 2hrs I tried to start the car again and fortunately car started I manage to reach the destination in Jaipur very late hours.
Same night I called Emergency Break Down team and tried to talk with some senior person initially an executive got one of their senior on line but, when I asked him to clear my doubts about emergency services he disconnected, then my call was kept on hold for about 1+hrs and executives tried several times but, whole night nobody from senior management came on call.(have all conversation recorded with names of each personnel)
Next morning I took my vehicle to Oriental Motors, Ajmer Road, Jaipur to get the issue fixed.
After doing some testing with laptop they told me that the car is OK now and can be driven back to Delhi. When I asked about the fault the mechanic wasn’t able to give me
any concrete answer and replied that there was some lose connection which made engine stop.
I reluctantly took my car back and started my journey back to Delhi.
Again driving about 200Kms car has stopped in same manner and I was stranded on highway with my family and that too in very late hours. This time the car was broke down some where near Rewari, Haryana. Again Emergency breakdown team was refused to provide any technician on site and because of it I had to travel in towing van with my wife and luggage all the way to service center in Delhi.
I got call from the service center that my car has been ready now and I can take delivery in the evening.
The next morning When I went to the service center the representative told me that there was some part which got loosed and the same has been fixed now.
When I asked to show me the loose no body was able to reply that I wasted about one and a half hour running after mechanics, finally I called CRM.
Initially he also tried to convince me that my car is well taken care off but, when I insisted him that I don’t think mechanics have diagnosed the correct problem and I wanted to see the repaired part inside the car, on this he asked the mechanic to open the steering and when he did the first thing that comes out was a melted socket from the wiring(picture attached).
The same day I received a call from CRM and he was very sorry about the incident and wanted to highlight the issue to one of his senior and after my consent he took my call on hold and tried to contact his senior to report the problem but, unfortunately he didn’t picked up.
The CRM was in a catch 22 position and promised me to call on the next day with his seniors it’s been about four days but, nobody contacted me till I called up again at TATA CC and lodged my complaint again.
It’s been a week and my month old car is still in Raghuvanshi Motors, service center.
My faith on the brand name of TATA Motors is shook up.
A few observations:
1. Even after having a 24x7 road side assistance there were no mechanics available with TATA Motors it seems that services of TATA Motors are completely shut as the Sun goes down.
2. The service centers are not fully trained to understand or diagnose the fault properly.
3. Service centers are in a great hurry to hand over the vehicle to customer without testing it properly.
4. TATA motors should highlighted it to the customer at time of purchasing of vehicle, if Nano is not meant to run across states or on highway.
5. Car should not be delivered to customers unless it is tested properly.
6. It is almost impossible for the customers to escalate their issues to the senior management in TATA Motors.
7. I personally like the car but, after sales services of TATA Motors is pathetic .
Regards,
Akaash Saxena