& On Mon, 7/3, sonali chavan wrote:
From: sonali chavan
Subject: Grievance related to delivery of new vehicle
To: [email protected]
Date: Monday, 7 March, 9:12 AM
Hello,
I the undersigned, a “could be” customer of Hyundai is expressing my grievance in this letter of complaint about your dealer Shreenath Hyundai based in Andheri West, Opp Infinity Mall, Mumbai.
Referring to the series of events, let me term it as a “disastrous experience” which has led to cancelling of buying the i10 1.2 sports model which I had decided.
• In the month of Dec I had initially enquired about i10 magna 1.2 Dec model at Shreenath Hyundai, Mumbai. After finally going through the other car brands, I selected and finally booked an i10 1.2 sportz dec model (color: electric red) on 24th jan. The prices had increased by then and I was told that the new prices would be applicable even if I booked the dec model. I went ahead with it with the commitment from the dealer on the following items:
1. mud flap, 2. floor and dicky mats, 3. window filming, 4. anti rust, 5. car lac, 6.free insurance 7. cash discount of Rs 6000/-
• I paid an initial booking amount of Rs 25000/- on 24th Jan with loan processing in parallel assisted by Shreenath Hyundai with Axis Bank.
However, the loan processing with Axis Bank was taking too long, hence, Shreenath Hyundai processed the loan via BMW Financial Services.
The loan amount of Rs.4, 00, 000/- was approved by BMW Financial Services.
The remaining amount of Rs 95, 263 was paid via cheque dated 1st March.
• Throughout the entire process from initial booking on 24th Jan until 1st March I had raised dissatisfaction on the customer service as there was no constant follow-ups and action from this dealer resulting in more than a month long process. I had to visit personally at their showroom (around 4-5 times) to submit my documents and cheques. There seems to be no procedure in place on providing a heads-up to the customer before hand, on what documents are required. It is only at the last minute that they realise that something or the other is missing.
• Finally, after submitting my final cheque on 1st March and in order to improve on their commitments, Shreenath Hyundai provided a delivery date of 6th March.
• However, our disappointment was further aggravated when we visited the showroom on 5th March and were checking on the delivery documents. After several questioning from our end, we finally got to know that the car to be delivered was November model instead of the December model.
• There were more surprises in store for us, when we were notified that there are no cars manufactured in Hyundai with December dates and that we would have to either:
o settle for the November model or
o pay more for the Jan model which would take another 3 weeks to deliver.
This was a sheer disappointment as we had booked and paid the full amount for Dec model and we were now forced to take the Nov model at the same price. After discussing with the managers, the registration process of this November model was stopped.
With no option left, we are now forced to cancel the booking of this car. As usual with no customer focus, Shreenath has informed us that we will be penalised for a certain amount due to cancellation, since I also have a loan amount disbursed by BMW Financial Services as well.
On our final discussion, Shreenath came up with an offer of Rs 5000/- cash discount along with Rs- worth accessories free, which we have not agreed upon.
The issue here is the commitment and the loyalty that is at stake. Lots of things have been said and committed, but no action taken. They expect customer to compromise whereas for the same thing a price tag is attached, thereby, making a mockery out of the customer.
The only query here is:
Why was a false commitment made to the customer when there are no Dec mfg models?
Why has the customer to face the financial damage for the mistake done from Shreenath Hyundai?
Well, not taking away the fact that Hyundai has always come up with alluring models, but at the same time it’s a long way for you to go as far as customer service is concerned.
I humbly request your intervention and a solution to this matter.
Regards,
Sonali S. Chavan
Mobile: 91-9930381531
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