To,
The Chairman / Managing Director
Maruti Udyog Limited,
Gurgaon, Haryana.
Subject: Complaint against unfair and extortionist trade practice being committed to cheat the unsuspecting customers of Maruti Udyog Limited by Rana Motors (P) Ltd., in the name of effective services.
Sir (s),
I have an association for 15 years with Maruti Udyog limited and am writing this letter with great anguish to you on being cheated by your company and the above named Rana Motors. I am an owner of a Maruti Swift car bearing No. DL 9CR 2942, which I had purchased in the month of June from M/s. Rana Motors (P) Ltd and since than I am getting it regularly serviced from said M/s. Rana Motors.
On 10.10. I sent my car for regular paid service through my Driver at Rana Motors, and the service adviser at the work Shop advised and recommended my driver for use that Engine Oil (Synthetic) on the pretext that the synthetic oil is recommended by Maruti for its vehicles, and any ordinary Engine Oil shall be at the responsibility of the owner. He further represented / recommended that we are recommending every customer for use of the Synthetic engine oil as it is better for the Maruti Vehicles. Believing solely on the advice and recommendations of the Service Adviser, my driver accepted the same. The Service Driver did not even bother to inform the Owner (myself) for recommendations for the use of Synthetic engine oil.
It may be worthwhile to mention that in the past I was always recommended to use the regular Engine oil (which may be verified from the service records). When I saw the Service advice memo I was surprised to see how the synthetic oil is recommended instead of regular engine oil. I, confronted my driver for user of the Synthetic Engine oil, on which he told me that “it has been done solely on the recommendations of the service adviser, who had told me (my driver) that in case of use of regular engine oil, if the engine does not perform properly, then Rana Motors shall not be responsible and to avoid any complications I accepted the advice of the service adviser.”
On 11.10.2009 I personally went to take the delivery of my vehicle from the workshop of Rana Motors at Wazirpur Ind. Area. I contacted the service adviser and the service Manager and enquired from them as to why the Synthetic Engine Oil has been recommended instead of regular Engine Oil. Initially they both did not give any answer to my questions but on my repeated questioning they avoided any specific answer and said that they have recommended as per the specification / recommended by the Maruti Udyog Limited and if I have any grievance, the Complaint can be made to the Maruti Udyog Limited.
To avoid any unpleasant situation I made the payment of the service bill and got the deliver of my vehicle. Normally, I always estimated the service charges between Rs. 3000 to Rs.4000, but this service coasted me Rs.7159.00, and this steep escalation in the service cost is purely on account of the advice / recommendation of the synthetic Engine Oil by the employees.
I may ask from yourself if the Service book of our vehicle recommends for the use of regular Engine oil, than why were we forced to use the synthetic oil and, if the Synthetic engine oil is better for the Engine of Maruti Swift Car, than why in the past services, regular Oil (inferior quality oil according to you) was used and the same is recommended.
While choosing to purchase a Martui Swift Car, one of the main considerations for me was the low service / maintenance cost on account of use of the Regular engine oil. If I was aware that in future the service partners / service agents of the manufacturers of Maruti Udyog Limited will force us for higher maintenance cost / service cost, I would not have purchased a Swift Car and would have looked for other options. A person should be taken by surprise by subsequent conduct of your service partners.
M/s. Maruti Udyog Limited has created an impression in the eyes of the general public that the maintenance cost of their vehicles is very low, which I would say is very deceptive and wrong. If we go by the advice of the service advisers of Maruti the service cost of my car is much more than the luxury Cars like Honda Accord. A difference of Rs.3000/- in the cost of service only on account of use of engine oil is major consideration for a middle class person like me.
This may be a very small issue for a big company like Maruti Udyog Limited, but it is a very serious issue for the general public and people like us. This amount of Rs.3000/- may not be that important for me but as a responsible citizen of this country I felt it necessary to bring this illegal and unfair trade practice to your notice for remedial measures to save the image of a manufacturer of affordable cars.
I hope you shall ensure necessary steps to stop unfair trade practice by the service providers, under intimation to me, failing which I shall be at liberty to take appropriate steps at your cost and responsibility.
Regards,
Narender Mann
Advocate
43, Mall Apartments,
Mall Road, Delhi.
Tel. 9810020881 and 011-23816708.
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