I gave my India car Dls 2004 for service at TAFE REACH LTD Greams
road, Chennai on 12th Oct. I mentioned that I needed to go to
Bangalore that weekend. The car had done 67000 kms. The service
attendant assured that he would take it for 70000 kms service and will
do a complete check and gave me the car on 13th Oct. The bill was
fancy and huge Rs. 10, 818.- (50% parts & 50% labour)
The next day the car did not start, --I got a push start--, went to
Tafe Reach, he checked and said the battery was good. The same evening
I faced the same starting problem, and had to change to a new battery.
TAFE REACH’s attendant judgment on the battery proved false.
I left for Bangalore on 16th Oct at 0630 hrs, the car did not
cross 200 kms as it stopped due to engine overheat, the fan, the fan
switch did not work, the left elbow tube bursts, there by all coolant
was on the road, bringing the car to a halt. I found a mechanic after
2 hours. I and my family were on the road from 10 am – 12 noon. We got
towed to Krishnagiri where the local mechanic said because of the
cooling system failure the engine head gasket got damaged. He changed
the left elbow, coolant pipe & the gasket
(not original).. We reached Bangalore at 1930 hrs. The next day I
showed the car to a local mechanic at Bangalore for detailed check. He
found airlock & blockages in coolant tube on rear side of the engine.
We left to Chennai on 21st Oct but on high speed the engine
became hot. We stopped at Krishnagiri, with the same mechanic changed
the coolant container that was leaking. The car did not still take
high speed. We were advised by the local mechanic to go at a speed of
60 kms / hr to reach Chennai safely.
On 22nd Oct we met the TAFE REACH sales attendant. On hearing
our story, he said he would have serviced the coolant system with
care, had he known about my trip to Bangalore. (What a lie?). He took
us to his Service Manager; he was reluctant to accept the negligence
of his staff. After a long debate the service manager took the issue
to his GM who was in the adjacent room. Instead of talking the issue
personally to me, the GM left the cabin advising the Service Manager
to waive 20% off the labour cost and give me 5% off on spares. We were
surprised that the head of the organization could leave abruptly
without caring for my sentiments. The whole thing happened completely
on the misjudgment of the service attendant about our long trip and he
should have warned me about the dangers of not having attended some of
the important jobs left pending in the coolant systems. For a 70000
kms service, jobs that are vital and important for long distance
drives should not be left to the judgment of the customer. Most of the
customers who own vehicles are non-technical. Vehicles are given for
service at big company like yours for releasing emotional satisfaction
and its associated guarantees.
When I insisted that I should vent my feelings to the top man of the
organization, a Sr. Manager met us and sang the same song mentioning
the companies policies allows only that much consideration to be shown
to customers in similar cases.
I request you to discuss the issue with TATA REACH Ltd in detail so
that an overall customer satisfaction level can be brought up to a
higher level.
I want TAFE REACH to pay me refund on the bill incurred or the
expenses which I have incurred at Krishnagiri & Bangalore which is Rs.
5500 along with the cost of replacement of the original gasket.
Regards
Vijay Renagrajan
919884029234
[email protected]
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