Sir,
I would like to bring to your notice the following grievances experienced by the undersigned during the purchase of a Swift Dzire VXI from your prestigious Maruti outlet in the outskirts of Chandigarh. Being a reputed conglomerate in India, having outlet and executives working in the outlet will eradicate the brand name and customer faith on the Company.
1. The quotation was on the very much higher side and later amended.
2. The undersigned along with family reached your show room at about 5.30 PM and the vehicle was delivered to me at 9.30 PM. However, an assurance was given that the vehicle would be released on sanction note issued from the bank. I would have been appraised the system well in advance to avoid this type of humiliation in front of my family members.
3. Surprisingly, Sale letter was issued unsigned, which was not accepted by registration authority, Chandigarh creates lot’s harassment, height of carelessness and ignorance. How a customer can afford this type of negligence on the part of reputed organization like yours?
4. We came to know at the time of first service the Engine No wrongly mention on service manual (2941105 in place of 294105)
5. On 3rd Oct, my vehicle was booked for first free service at about 10.00 AM, Works Manager Mr. Gautam opened my Job card and briefed me as what was to be carried out at first Service such as Engine oil replacement along with its filter, my vehicle was lineup for washing, no staff member or supervisor was there to supervise the proper functioning of the principle first come first serve. I was just moving from pillar to pillar to get my turn. At about 1.00 PM after washing my vehicle moves for next step. At about 1.15 PM, I was very much sure as some body from the workshop was being allocated to attend my vehicle, but after continuous of follow up’s, one gentleman, who seems to be look like an in charge of some section told by him that in VXI model Engine oil and oil filter will be replace after 10000 KM., Is it not surprising? As at the outset your Works Manager misleads me (customers) either he didn’t know the difference between VXI and VDI or was ignorant about the facts where as it was clearly mentions on the service book its VXI or VDI. Now you can imagine the treatment received from your outlet. Now you can well see in your mind's eye how good the customer satisfaction is being taken care off.
Yes, there is a system of pick and drop, are you sure things will be done as per customers’ satisfaction, I dough. I suggest the following to improve the system.
There should be a system how to allocate a vehicle as per job card... Which is not there now?
For New Vehicles (Special Section where less load of job required)
First Service, Second Service, Third Service,
Paid Full Service, (Need Base)
Accident Case, (Recovery Section)
Every one is in the same “Q”
Sir, my humble request and suggestion to your good self that don’t play with your prestigious customers as well as the reputation of your center, because “it took a long time to made it, but vanish in a day” and secondly screening should be done before appointing good people. There needs to be have drastic improvement in the system to achieve the maximum level of customer’s satisfaction.
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