Dear DD Motors/ Mr. Rajiv Gambhir
I am writing this mail to bring a very serious issue to your notice. On 29-08 i came to your Maya Puri workshop at 8 o clock in the morning for getting my car (Swift DL9C QS 9889) serviced, post generation of Job Card at 08:05 AM i was told that car would be delivered by 12:30 - 1 PM by my Service Advisor Mr. Mayank Garg (9560398799).
Till 11 o Clock my car didn't went for even first stage of servicing, when i enquired about the delay i was quoted stupid reason that your car is in a different queue as it will go for under body repair, i desparately stood there to expedite waiting time of my car but to my shock i realised that several cars which arrived atleast 2-3 hrs late were ahead of mine just because service advisor's personal client were being attended there (Mr. Jayant Service Advisor), when i asked him why my car was not being attended again lame excuse was quoted that your car is for under body repair, and when i asked him that car which you have just sent was also for under body repair he quoted" I DON'T KNOW ANYTHING, GO AND ASK YOUR SERVICE ADVISOR", finally i gave a call to my service Advisor Mr. Garg and he came to my rescue for a while but he seemed helpless when he asked several workers to expedite the servicing of my car.
By that time i was already shattered by staff's behaviour but to my patience level i waited till 1:30 PM and came in the workshop area for taking an update of my car but few conversation which took place with Mr Mittal (GM Service) disgusted me when he stated that please go out of this area and when i said i came here to see my car's status, he shouted at me stating " GO AND ASK YOUR SERVICE ADVISOR".
Then i realised that this is the culture of DD Motors wherein each and every query is responded with same answer and if GM - SERVICE is speaking such harsh language then what else can you expect from entry level SERVICE ADVISORS.
I stood there for another hour to get the work done, by the time it was 2:30 and final stage of Anti Rust/ Teflon was about to begin.
Till 4 o clock i kept waiting there but my car was not sent for Anti Rust/ Teflon and finally when it was sent after my repeated phone calls to Mr. Garg (My Service Advisor) which was kind of irritating stint, after a while when i went to see the condition of my car in Basement, to my surprise i saw that my car was under normal polishing instead of Teflon Machine Coating and when i asked that worker he replied with utter lame excuse that this hand polish is equally good which forced me to felt like cheated and i was flustered to see such mal practice and fraud happening under the nose of such Big Service Department run by such renowned Dealer with all the GMs of the world making rounds there.
Finally, Mr Garg arrived and he went speechless to see the condition and response which i was getting since morning from every section and just to handle me smartly he told me to complain this thing to seniors.
By the time, i came upstairs i was updated that new machine is being bought and your car would be done in another 15 min, i kept waiting in the lounge for another hour realising the fact that workshop was bout to complete each and every car which even came post lunch and every one who came along with me in the morning have already left the venue long time back.
I couldn't wait for long and finally i got my job Card billed at 5:30 while Mr. Garg was standing and he started his crap again, " Sir i am feeling bad for you, i have even asked to discount your bill" which frustrated me to such and extent that i left venue within 5 minutes, also realising the fact that several accessories were broken in the workshop but seriously didn't felt like complaining on the spot thinking that there is no hearing here, every one is busy in there own comfort zones (Typical Govt Organization Culture).
Dear Service Provider, Authorized Associations, Mr. Gambhir: I am in a Service Industry myself, i head Strategic Planning for Corporate Business and it is appaling to know that in an Industry where the mantra of "Customer is a King" is taken very seriously, DD Motors does not seem to take note of the same. It's a shame. I am not too bothered about Teflon Coating, i know you guys will do it at best, you are bound too. What i am flustered about is that this even happened with your regular customer.
I have already taken a note of this, i have also got the name of the Maruti - Sales and Marketing Head and i certainly do intend to take this up higher, I will not hesitate in consulting my legal friends if necessary. Clearly, because processes at your end do not seem to be aligned to be customer friendly and help a customer out. I am waiting to hear from you guys on your POV. Clearly, you guys need to get a fix on things.
I would raise the urgency of improving Customer Service to the management and if not in mood, would request you to please remove all shit QUALITY quotes written there on walls.
I am not aware whether this mail is reaching to you Mr Gambhir or not but just a feedback " IN THIS ERA OF CUSTOMER SERVICE A NORMAL MOM n POP SHOPKEEPER IS POLITE AND HAPPY TO HELP ALL HIS CUSTOMERS IN EACH POSSIBLE WAY" and m surprised to see such a level of misconduct and misguide by majority of your employees, atleast they could have regretted for non completion of the Job which didn't happened at all.
This way you won't be able to survive in customer centric industry for long and bad word of mouth would actually be spread through each possible medium, and one thing is for sure that i won't be visiting DD Motors henceforth.
Regards
GAURAV GAMBHIR
Job Card Details: JC10015461
Cash Memo Number: BC10009739
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