Dear Sir/Madam,
I am Abraham Vijay. I booked a Chevrolet Beat 1.0 Base, Morrocan Blue at KLN MOTOR AGENCIES PVT.LTD. Kilpauk, Chennai 600010 and I am TOTALLY DISAPPOINTED with the customer service and product.
Here is the abstract of the HARASSMENT that happened…
Mr. K. Chakkaravarthy, Sr. Sales Consultant, was our first point of communication with KLN Motors. The finalized on-road price was Rs. 5, 10, 666/-. The booking was done on 27th December. Amount Paid: Rs. 13, 666/-. I applied a Car Loan in Axis Bank and a Loan Amount of Rs. 3, 76, 000/- was sanctioned on 27th December. Subtracting the Processing Fees Rs. -, the Loan Amount of Rs. 3, 74, 000/- was paid to KLN Motors on 29th December. I paid the full and final payment on 31st December. Amount Paid: Rs. 1, 23, 000/- .
So, the total payment was completed on 31st December. (Rs. 13, 666/- Rs. 3, 74, 000/- Rs. 1, 23, 000/- = Rs. 5, 10, 666/-).
The Registration Date was fixed on 4th January at Ayanavaram, RTO, at 12:00PM. I reported at the Ayanavaram RTO at 12:00PM and the Sr. Sales Consultant, Mr. K. Chakkaravarthy, asked me to contact Mr. Yuvaraj and gave his mobile no. I contacted Mr. Yuvraj and went to the spot where KLN Motor Cars were parked for registration. Two Chevrolet Beat Cars were there. Unfortunately, the car alloted to me was not there. When I discussed with the drivers of the other 2 cars and Mr. Yuvraj, they were doubtful about my Morrocan Blue Beat. The driver said that a Morrocan Blue Beat was in the Yard and the car alloted to me may be in the showroom and may come directly from showroom. At about 1:00PM, the RTO inspection started. I called Mr. K. Chakkaravarthy, he told that the car alloted to me was on the way from yard. At about 1:15PM, the RTO inspection was about to be completed and the drivers of the other 2 cars told that Registration of the car alloted to me may not be possible on that day if the car reaches after the inspection. I called Mr. K. Chakkaravarthy, he told that the car alloted to me was on the way from yard and will reach within 10 minutes. At about 1:30PM, the RTO inspection was over. Now, I got a call from Mr. K. Chakkaravarthy, he told that the car alloted to me was in the yard and since they had no drivers, it was not possible for them to bring the car alloted to me for registration. What a lame excuse? Is it ethical to treat a customer like this? When I questioned him, he said that he didn’t get proper information and he asked me to come to the showroom and contact some manager. He is an executive from KLN Motors, if he is not getting proper information from his company, you can imagine, what communication would have been given to me. Moreover, why should I go to the showroom and contact some manager. For this kind of blatant customer harassment, I should have immediately received a call from some Customer Relations Manager in KLN Motors BUT I was asked to come to the showroom and contact the manager. Isn’t it blatant customer harassment? I definitely had serious doubts about the quality of the car alloted to me. I went directly to the showroom and Mr. K. Chakkaravarthy was not present. Some sales manager came and gave lame excuses and said that he was not aware that I was waiting in the RTO office. I wasted 4hrs (11:30AM to 3:30PM) due to the negligence of KLN Motors. I definitely expect an explanation, a solution, and a compensation.
On 5th January we had a look at the vehicle allotted to us. When we started complaining about the dirt in the car, the immediate response was, ”We will deliver a 100% perfect car in pakka condition without any defect. So, there was nothing to worry about the vehicle before delivery”. It was like saying, “Now you shut up; the vehicle will be perfect during delivery”. The registration was completed on 5th January and on 6th January I reported to the KLN Motors showroom at 1:00PM for delivery. During the inspection I was NOT satisfied with the product. The product was not a perfect one. I was able to find some extra WELDING done in few spots that is different from all the other Chevrolet Beat Cars in the showroom. When I questioned about this, Mr. K. Chakkaravarthy, told that I should ask the manufacturer. What a funny Reply! It is the dealer’s responsibility to give a perfect product during delivery. If there is something wrong, the dealer should contact the manufacturer and give a solution. How can the dealer’s representatives, ask customers to contact the manufacturer. Isn’t it blatant customer harassment? I was told by Mr. K. Chakkaravarthy that a Manager, Mr. Babu, will come and meet us in 10 minutes. I waited for 30 minutes and then I got the Mobile # of Mr. Babu and contacted him. He said that it will take another 60 minutes for him to reach the showroom and he had already told Mr. K. Chakkaravarthy that it will take 90 minutes for him to the showroom. What is this? I was made to wait 30 minutes for a person who is going to come after 90 minutes but FALSE information was given to me by Mr. K. Chakkaravarthy that Mr. Babu will reach in 10 minutes. I still had to wait another 15 minutes and then Mr. A.S. Rajanpaul, CRM/Trainer, came and inspected the vehicle. He accepted that the vehicle is not a perfect one and it took another 30 minutes for him to make all the verifications. Finally, he concluded that from his experience and workshop information, it is not a vehicle that had met with any accident but with some minor defect and offered the vehicle for delivery. I am not bothered about how the vehicle had that defect. I just want a perfect vehicle. I am not buying a vehicle with a defect with a 1lakh or 2lakhs discount. I have paid the entire on-road price with Rs.0/- discount and hence I expect a perfect vehicle without any defect. I am sure that my expectation is just and justified. Finally I rejected the vehicle with a So-called minor defect and Mr. A.S. Rajanpaul, CRM/Trainer, told that he would talk to GM and get back to me with the solution. I wasted another 3 hours on 6th January.
I discussed with the Technical Support Executive, Mr. Manikandan. I am not satisfied with the reasons and explanations given by him. Moreover, the reasons and explanations given by him had serious flaws. If the welding was done to give extra strength, why was this extra strength not given to the corresponding spot in the left hand side and in every other Chevrolet Beat in the Showroom? This obviously raises serious doubts about the quality of the car that is allotted to me.
On 11th January, Mr. S. Kumar, offered the service package, “Chevrolet Promise Cashless Ownership”, (Rs. 17, 500/-, additional 7 service), free of cost as a special case.
On 12th January, Mr. Badrinath, from General Motors, offered a 3 year free maintenance including the cost of consumables such as engine oil, etc and accessories such as brakes, etc along with the offer given by Mr. S Kumar. Mr. Badrinath said, “You will have to spend only for fuel for the next 3 years”. This obviously means that all the consumables and accessories are covered.
I also had an unfruitful meeting with the top management of KLN Motors on 13th January at the KLN Motors Kilpauk Showroom. The director told that the vehicle had no problems. I am not asking a Chevrolet Beat with a golden sword. I just want a vehicle like every other Chevrolet Beat without the extra welding. I want a vehicle without a defect. If it is not possible for KLN Motors to deliver a new vehicle without any defect, I request KLN Motors to convey the same ASAP and refund any amount paid till now (along with the processing and service charges). I am least bothered about the magnitude of the defect or whether it will affect the performance.
Even a dent in the body of the car will not affect the performance but will any customer accept a new car with a dent? It is definite that the car has gone through some extra patch work to cover up some defect. So the vehicle that was allotted to me is a defective vehicle.
We discussed 2 possible solutions in the meeting.
1. I suggested that KLN motors should deliver a new vehicle without a defect. KLN Motors did not agree and rejected my suggestion.
2. KLN Motors suggested that I should accept the vehicle with a defect along with the free extended service that Mr. S. Kumar and Mr. Badrinath offered. I did not agree and rejected their suggestion as this suggestion does not ensure the safety of the car.
Moreover, KLN Motors is not ready to deliver a vehicle without a defect. With a vehicle that has a defect, how can a company say that it is ready to deliver the vehicle? I also want the Loan to be put on hold. There is no point in paying the EMIs without the vehicle. EMIs should be calculated only with reference to the date of vehicle delivery. If not, the dealer, KLN Motors, who is responsible for the delay in delivery, should compensate the Loan interest.
I definitely want an explanation for the bad customer service, a solution for the vehicle with the defect, and this being my first car, all my dreams were shattered by KLN and hence I demand a compensation for the harassment and shattering my dreams.
I have attached 4 photos of the defect that is present above the right side rear light.
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