I had my car picked for Service from my house by M/S Frontline Sales and Service (Dealer for General Motors). The service advisor calls me and tells me the estimate for Service would be around Rs.3000/- and i was ok with it. My bumpers (Front and back) had damages on it and hence i asked him the estimate for it and whether i could get Insurance claimed. the person tells me the estimate to be around Rs.17500 for changing the bumpers and body coloring it and tinkering the bonet and also advices me not to go for insurance as i would lose No Claim Bonus. I told him that since the estimate is expensive and the same job done at a common mechanic would not cost more than Rs.10000/- the person said that he would get it done at a lesser cost (not specifying the price).
After the work i get a call from the service center that the car is ready and when i went to pick up the car i was surprised to see that none were aware of the discount committed and the person who had spoken to me was on leave. Then the Service Manager (PRAVEEN) tells me that he would speak to the person and get back. Later i am told the breakup of the charges
Service : 3300
Labour : 10550 (Rs.900 discount was given on this)
Parts : 6300
I countered them stating that the discount given was not upto mark and then asked them on what basis was the labour cost charged and needed the breakup.
Praveen tells me that the Labour charges are determined by the pricing of Cheverolet and then i asked him for the Labour charges list of Cheverolet. They got me the list and he showed me the calculation using the sheet and the labour charges according to the Tariff came to Rs.12500/-. Immediately i asked him the basis of Rs.10500/- when Tariff states to Rs.12500/- and he starts to defend that this is a dealer margin that was offloaded and becomes aggressive when i still state that i want the breakup for Rs.10500/- and states that he is not interested in giving the breakup.
Meanwhile there are 4 more people from the dealership around us and the time is around 8PM . A person called Thimmaiah (not sure) interevenes and tries again to justify. Then i asked for escalation matrix which i was refused. Then i saw a board in which the Customer Care Manager Number was displayed and was about to call when a person (part of the group listening to the conversation for past 1 hour) states that he is the customer care manager (Alosysius)
Later they state that since the service advisor was the person who had committed, they would like to resolve the issue in front of him once he is back the nextday. I only asked them to take him on a phone call and put him on the loud speaker for which these people refused.
Am shocked by the service and the way my queries were clarified and arrogance of the Service Manager too..