Dear Mr. Khattar,
I want to draw your attention towards the quality of the service of my car. On April 12th I visited the hub of Carnation that is in Sector 5, NOIDA to get my car serviced. I own a Hyundai Santro Xing that has completed 65, 000 Kms. So, I thought that Carnation would be a better place to visit since my car required the periodic service that is done when the car completes 60, 000 Kms.
Background: -
Mr. Ashish Banga received my car. I told him that my car needs the periodic service that is done when the car completes 60, 000 Kms. I also told him about the problems that I was facing. One of the problems was that my car was not running smoothly. He assured me that all the problems will be fixed.
I asked him to use the engine oil - "Castrol Magnatec" since I have been using it since very long. I asked Ashish to specifically mark it on the job card. He assured me that he will use Castrol Magnatec.
The Result: -
1). Carnation DID NOT use Castrol Magnatec but used some other engine oil. Since I have been using Castrol Magnatec since very long, I came to know by the sound of the engine as well as the quality of drive that I experienced that there is some problem and that Carnation has not used Castrol Magnatec. I came to know that Magnatec is not used only when I asked. Ashish said that he has used "Mobil Magnatec". I am surprised that since Magnatec is a patent of Castrol, how can another company use this patent. I asked him about it but he said that "Mobil Magnatec" is a better engine oil than Castrol and that the tie-up of Castrol with Carnation has come to an end. Why did not he told me at the time of receiving the car?
2). The noise of the belts still persists. Even though I specifically mentioned about this, nobody has taken care to fix it. Why?
3). Ashish called me to inform me that the cables of spark plugs need to be changed. I asked him to change the cables in case it is required. When I noticed the cables, the cap of one of the four cables was different from the cap of others. Why is it so? I believe that when a company manufactures a part from a product line, the specifications, design, etc., are absolutely identical to each other. I had to visit the hub once again to get it checked. Ashish said that he is astonished to see this. He reactively got it replaced with another one. Why this was not taken care of at the first instance when all the cables were replaced?
4). The polish was done very casually ONLY on half of the dashboard. The other half was as dirty as it was when I took the car to the hub. Why so casual attitude?
5). The most remarkable thing is about the problem that my car was not running smoothly. I am surprised to see as well as hear from the so called technicians that nothing can be done since they have done everything and have not found any problem. When I got it checked from my mechanic, he easily found that the fuel pump was faulty. He replaced the faulty fuel pump with a new one and my car is now running as smoothly as it used to.
Please take this as my serious grievance since this is not the first time that Carnation has duped me but the second time. Carnation has charged Rs. 7, 610/- (Rupees seven thousand six hundred ten) that is not a small amount and that too, for the quality of service that I have got from Carnation that even a roadside mechanic can do in just Rs. 1, 000/-.
The attitude of the staff is sick and casual. There is no professionalism at all in the staff. It seems that the staff is sitting just to mint money and not to go the extra mile for the satisfaction of the customer. There is no proactiveness but reactiveness to each and every issue.
I am sorry to say that Carnation has lost its customer and I am confident that Carnation will lose many more customers since if word of mouth marketing can strengthen the customer base, it may also weaken the customer base.
Regards,
Rajat Mittal.
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