This is all about a "not so happy" experience I had in one of Kolkata's leading Hyundai Service Station located at 129A, South Tangra Road, Kolkata-700046. Please read through.
I deposited my Hyundai I10 Sportz Car [Registration Number WB 06A 1883] with Spring Hyundai Service Station on 5-Dec-09 for some accidental repair work and the routine third free service. The service station handed me over a cost estimation to be submitted to my Car Insurance Company, Oriental Insurance, claiming that they will refrain from doing anything before the surveyor from the Insurance Company comes and does an inspection. So, I was on the impression that the job card will be opened after the inspection only and I was not shown or made to sign on any job card leaving aside the probability of handing over to me a copy of the job card.
The inspector from the Insurance Company came to the service station and I only spoke with him over my mobile phone and advised the service station to proceed with the repair work.
I took the delivery of the car on 19-Dec-09. While taking the delivery I signed all documents without really making a due diligence whether everything was there on good faith as I did the last couple of times also. I did not have any apprehension that anything like the following may happen. It would be relevant to mention here that the customer feedback form was also one of the papers I signed which we always do as I said on good faith. On 3-Jan-10, I noticed that the extra tyre is missing from my car together with the toolkit. I rushed to the service station on that very day, in the late afternoon, only to be told that though I did not check the car thoroughly while taking the delivery but the security at the exit gate checked and the extra tyre along with the toolkit were very much there.
3-Jan-10 being a Sunday, I could not meet the Manager of the service station Mr. Sujit Ghosh. I called him up in the very next morning and explained him the situation. My car is driven by myself and my wife only and not by any employed driver or any third person. I have a very safe enclosed garage where I keep my vehicle. Mr. Ghosh gave me a very patient hearing and committed that he would do the needful.
On 5-Jan-10, I received a call from Mr. Shankar Lal Saha of Spring Hyundai Service Station where from I learned to my utter surprise that the extra tyre and toolkit were not there when I deposited the car on the 5-Dec-09 which categorically contradicted the statement made two days before. He added that it had been clearly noted in the job card issued on 5-Dec-09 which had been duly counter signed by me during the delivery.
On 6-Jan-10, I visited Spring Hyundai Service Station on the afternoon to meet Mr. Sujit Ghosh. He showed me the job card where it has been marked that the extra tyre is missing. The job card was duly counter signed by me. Mr. Ghosh introduced me with the person who claimed to have accepted my car on 5-Dec-09, noticed and marked in the job card that the extra tyre was missing along with the toolkit. The gentleman told me that he had made me aware of that at that point of time and I just nodded my head after listening to this.
Facts and Discrepancies
Fact #1: On 5-Dec-09, no job card was handed over to me. I was never informed that the extra tyre and the toolkit were missing from my car.
Discrepancy #1: The extra [stepney] tyre is an integral part of the car. If that was missing why I was not made aware that it was missing from my car.
Fact #2: On 6-Jan-10, Mr. Sujit Ghosh introduced me to the person who prepared the job card on 5-Dec-09. The gentleman told me that he still remembers that he told me that the stepney tyre and toolkit were missing and that I nodded my head after hearing that.
Discrepancy #2: Mr Ghosh told us that on an average 30 cars come for repair and other maintenance work every day. I deposited my car on the 5-Dec-09. Simple arithmetic says that ever since I deposited my car in the service station, till 6-Jan-10, at least 600 other cars came to the service station for repair or other maintenance work. So how could the person who inspected my car on 5-Dec-09 still remembers how I reacted after listening from him that the extra tyre and the toolkit were missing from my car?
Fact #3: On 5-Dec-09 after hearing that my car is not having the stepney tyre and toolkit I only nodded my head.
Discrepancy #3: If I can react so strongly now after learning that something is missing from my car then why I did not do that on the 5-Dec-09?
Fact #4: On 3-Jan-10, 3 persons from the service station told me confidently that my car was having the stepney tyre and toolkit when I took the delivery of my car on 19-Dec-09.
Discrepancy #4: On 6-Jan-10, the service station told me that the stepney tyre and toolkit were already missing when I deposited my car on 5-Dec-09.
Fact #5: The job card says that I did not keep the service book (marked by X) with the service station when I deposited the car on 5-Dec-10.
Discrepancy #5: Together with the accidental repairs the third free service was also done for my car. Submitting of the service book is essential as per the service station when such free servicing is done which Mr. Ghosh admitted that the posting in the job card was wrongly done.
I am extremely upset at the state of affairs since I had not ever faced this types of problems in the past in case of the three cars we have in our family (WB 20 B 1220 – an ambassador belonging to my father Shri Sunil Kumar Chakravorty, WB 02 M 2116 – a Maruti Zen belonging to my brother Dr. Dipankar Chakravorty, WB 06 6194 - a Maruti Zen belonging to my sister Smt. Priyanka Chakravorty). In all the cases we have neither gone through the entire loan papers meticulously nor the papers which we are made to sign at the service station or showroom. I know that 99.99 persons out of 100 are like me only who work on good faith with reputed companies. I would not have pushed up the matter had the above discrepancies which I have stated here not occurred.
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