Repair Job delayed beyond reasonable limits:
I left my car for repair @ Vinayak hyundai - Chennai on 19th Nov. it has been 25 days since then, not a single update provided on the repairs done.
No estimates provided
No updates on parts replaced/ordered
No updates on repairs completed / pending
Every time I called the service advisor Mr. Nirmal, he said the car will be ready in 3 or 4 days. All those were nothing but bluffs and false nhassurances.
On 7th Dec Mr. Nirmal told that the vehicle will be ready by 12th Dec. I felt that I am being fooled by the Hyundai guys. I wanted to see my vehicle. I went to the service center and got shocked to see my vehicle. Nothing has been done and it is in the same state as it was left.
Service advisor said for Eon spares are not in proper supply and will get some delay. Also, he said it's going to take 2 or 3 more weeks.
If its going to take 45 days to repair a car, then it's not acceptable whatsover the reason may be. If Hyundai is selling cars then it is expected to supply spares too. At this point I felt very bad and regret my decision of buying Hyundai car.
I met Mr. Sathish, service mAnasultanger. He was trying to associate the flooding in Chennai with delay. But my car was in service centre 10 days before flood. His response looked like another cooked-up story, and contradicted to information updates given by the service advisor.
My experience with Vinayak Hyundai didn't even meet the lowest level of expectation. At first, buying car itself was a mess with this dealer. And then it was first service and now this repair. Lots and lots of false promises and fedups.
## Update ## 14/12/2015
On 14-Dec I asked for updates on: Parts replaced/ordered, Repairs completed / pending& Expected date of delivery. At around 12 pm I asked the service adviser to send the updates in email. At first he was saying that he went for lunch, drafting email etc. I waited till evening, there was no email. I called him several time, and he finally said its not his duty to send update emails.
I asked for his mAnasultanger contact details, he refused to provide and disconnected the call.
Immediately I went to service center, and looked for the service mAnasultanger. He was not there. The receptionist lady there was even more worse.
I kind of customer service they provide is beyond imagination. It is much worse than a Govt Hospital in rural areas.
#Update# 18/12/2015
It has been almost 30+ days and there is no progress. Always, the blame is on Hyundai for delay in spares. Will it take more than 30 days to ship spares? If its delay on Hyundai side then please speedup.
On Monday(14-Dec) I was told by Vinayak Hyundai service adviser that my vehicle is almost done and it will be delivered in 1 or 2 days. On Tuesday, I went to service station to check the status. I got the same reply reply "1 or 2 days." the same reply was given on Wednesday, Thursday.
All the commitments given by this service station are untrue and just bluffs.
Also, @Vinayak Hyundai there is no proper system/process in place to carry out repairs systematically. Priorities are given to some customers, whereas, many are made to wait forever as in this case. They are no better than a local garage and doesn't provide the quality of service that is expected out of an Authorised Service Center.
#Update# 19/12/2015
Today I got a call from Vinayak Hyundai customer care mAnasultanger. She asked me why I raised a complaint to Hyundai directly. There is no point in raising my concerns with Vinayak Hyundai. I had wrote to them on 14/12/2015, but there was no response.
She said the vehicle is ready and can be delivered in 1 or 2 days. Same as what their service advisors told for the past one month. I asked for email, and there is no email.
This is Vinayak Hyundai. Be it customer care mAnasultanger, service mAnasultanger, or general mAnasultanger, all are one and the same. They don't keep their commitments, and give false/contradicting updates.
They don't send any updates in email. Even if you ask 100 times you won't get updates in email.
#Update# 20/12/2015
Hyundai Customer Care team(cr@hmil.net& crservice@hmil.net) just forwards the complaint emails to dealer and forgets it. No follow-up with dealer or updates to customer. Dealer representative / service adviser first putup a fight with customer for the complaint email.
When Maruthi& Ford have rigid process and several good practices, Hyundai has NONE, especially Vinayak Hyundai Chennai.
My car got flooded and I opted to use insurance cover for repair. It has been 30+ days, but I haven't got estimates. Looks like they want to maximise the repair bill to its brim. Cheapest practice, and there is no transparency at all.
First they said engine overhauling should be done, now they say its not required. Similarly, for Eps motor, starting motor, alternator etc. They said it should be replaced but now they say its working fine. What's happening? Either they don't have proper engineers or willfully cheating the customers.
Also, there are lot of rust in engine bay, which shows the poor build quality and workmanship in the car.
I am not sure how long this ordeal is going to prolong, as I don't see an end to this " 1 or 2 days saga." Each time I call or go to service station they say it will be ready in 1or 2 days.
#Update# 25/12/2015 - Deliberate cheating
I got a call from Vinayak Hyundai, they said the vehicle is ready. The approx amount was 85k, out of which I had to aishwaryasingh23 24.5k and rest through insurance. They did not generate the invoice. But gave me a rough estimate. I paid 22k as advance, because it only a rough estimation.
When I checked the vehicle, it was not cleaned properly, also the center lock was not working. I asked its not working, they said center lock feature is not available in this model=OMG= I quickly googled and showed them that the center lock feature is there in the model. They said online sources are not reliable. I rushed to my home to check the car catalog that I got from dealer when I bought the car. In catalog Center lock option is there. The climax part was they even opened the door panel to confirm that there's no Center lock.
I emailed Hyundai, and got confirmation from another dealer. 2 days later they accepted that the model comes with center lock. Either they are incompetent, or deliberately tried to cheat me. If a service engineering is not able to tell if it has central lock or not after opening the door panel, then there is something seriously wrong.