Dear Customer Care,
i hope, this mail reaches to the right authority and necessary actions are taken.
I, Sheela Mistry, purchased Hyundai Verna Xi, petrol version in 2007 from Down Town Motors, Vadodara. i stay in a place called Ankleshwar, a small town, 90 kms. from Vadodara and its quite combursome to go / send the car for services to Vadodara.
Hyundai's authorized dealer, Surat based, Navjeevan motor Plaza, opened up a showroom in Bharuch (NH No. 8, Opp. Swaminarayan Tample), around a year ago. i sent my car for the regular serviceing. first time, the services were good... perhaps, a strategy (??) to attract and maintain customer base.
Hyundai has a very high reputation as far as services are concern and this was one of the reasons that i replaced my Maruti WagonR with Verna. the authorized dealers are the brand ambessadors of the Company. Hyundai, in case of services,
while WOW for the car, my experience with the dealer - Navjeevan, makes me repent on my decision of changing the car... Navjeevan made my pleasure of driving Hyundai a short lived one.
the dealers like Navjeevan Motor Plaza, who may be scoring very good in Customer Relations Management (CRM), are worst in performing when it comes to provide services. i hope and i expect that some actions are taken at least to set an example that the standards for Customer Services, set by the Hyundai, the company stands by them.
the fact sheet of my dealings with Navjeevan Motor Plaza is as under:
my car is still under warranty, single handedly used and around over 3 years, has run even less than 25000 kms.
the outer body had few scratches and my windshield had a minor damage - a pinhoe (got it by a speeding truck, that overtook my car on the highway) type scratch, but was not giving trouble.
Navjeevan motor Plaza advised me to get it repaired and claim the insurence, amounting to Rs. 20-25K, which turned out to be mere 15K, out of which, i had to pay 2.5K. simply a case of misleading the customer.
i handed over my car to Navjeevan during my tour to Holland - May 21-29. (we are GRI certified trainers and i went for the global conference held in Amsterdam - i mentioned this, because, Hyundai publishes its Sustainability Report under GRI G3 guidelines and i have read the SD report of 2009) according to Navjeevan, it was a job of 3-4 days.
on my return, i had to follow up for 2 days to get the car back - the very first jolt...
the car came back in an absolutely shabby condition.
the entire dash board was full of scratches
the car was full of dust and dirt
the dashboard was shaking and making lot of noise
the interior, especially seat, carpet under the rubber mats and even ceiling had oil and grease
marks. seat - both back and forth has even water splashes marks.
the paint on scratches on the outer body they applied, had dripping effects.
the glass cover of the head light turned opeque - to me, its still a mistery.
as a part of CRM(!), the manager apologized and took the car back, with a promise to return next afternoon, which i received by late evening... and... again, not to mention, in the same dirty condition.
he once again took on his own responsibility and he once again applied that shiny coating on the dash-board, which has now become very sticky and shines even more, especially during sunlight, which turns driving a difficult experience.
after two days, he once again took it back with a confident promise to fix the interior, head light and the dash board. he promised to replace the two and clean the interior in a week's time and even at the time of writing this email has not yet got back.
the attitude of his personnel
the practices followed / allowed by Navjeevan are...
while the car is in the workshop, the mechanic takes a liberty of taking an hour long nap in the car,
with AC and music ON, deactivating the central lock, tucking the key in his pocket and customer
keeps waiting in the waiting hall.
the customers' cars are used (even my car was used) for the Sales team leader's domestic work
and the car was returned at 9.30pm instead of 2.30pm as committed.
its a normal phenomenan at Navjeevan not only o use the facilities like AC at full thermostat, Music
system, etc. while pick up and dropping it back, but not even bother to switch them off.
they call the car at workshop as good as five times for the same problem, which increases fuel cost also as its a practice at Navjeevan that even if the car goes with half the tank of fuel, when it comes back, it comes back on yellow indicator.
I understand... genuine parts are costlier. but does that mean that "wiper blades" will cost Rs. 800??? in the name of "genuiniety"?? well, i have not only been slapped with these charges, but the fitting was so shabby that they had to send special mechanic thrice to fit the blades properly.
the head of the Showroom, is busy only doing CRM and is affraid of taking any actions against his personnel, despite numourous complaints of customers, just out of fear that if he takes any action against such notorious staff, they will resign and he would have to recruit new people.
Mr./Ms. Customer Care Incharge, i have tolerated all these, with a hope, that even as a part of your CRM drive, i would at least get some quality in service. but... alas! Navjeevan failed and failed miserably. the dealer has already started staining Hyundai's image of being "service oriented organization".
while i feel sorry for writing such a mail, but, after going thru all these mental agony and frustration, i am left with no option but to request Hyundai to intervene and take some action against such practices. i am confident that the damage done to my car, leave aside the mental agony and the other direct / indirect expenses incurred, due to poorest services, is being compensated by virtue of replacing the dash board and headlight and shampooing the interior at dealer i.e. Navjeevan Motor Plaza, Bharuch's cost.
i am sure; Hyundai will stand by its standards and exhibit professionalism by taking appropriate actions to make sure that such dealers maintain the standards, which are directly linked with the repute and image of the organization.
Thanking you,
Sheela Mistry
Founder, CEO,
Insight Associates
91 9824054696
www.insightassociate.com
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