Dear Mr. Hashim /Maruti customer care,
Please go through my reply mail. So for there is no response either from you or from the dealer point. Matter most urgent please attend immediately.
Regards,
R.Ravichandran
From: [email protected]
To: [email protected]; [email protected]
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Date: Tue, 28 Dec 13:40:11 0530
Dear Mr. Hashim /Responsible Maruti customer care,
well after almost 13 days you are pointing out some other reason for the engine failure. Since Dec 14th to Dec 27th your workshop people keep telling the same problem of “the lock of the inlet valve opened resulting in the inlet valve came out automatically and damaged the engine”. After getting the report from the service station when you spoke to me from Coimbatore also accepted the same reason. Even you have told me that like human body vehicle also will have some problem due to aging.
Even yesterday after your mail Mr. Antony (who introduced himself as deputy manager) also had told the same reason over phone. But after 14 days yesterday in your mail suddenly you are bringing one new reason of “some fuel material which must have damaged the engine”. It clearly shows that you are looking to find a reason to come out from this problem.
However I still have faith with Maruti and the dealer ABT. Hence I am sure you will look into the matter and replace my faulty engine.
If you go through the copy of my below mail in Jan you can see the continuance of my complaint. As I felt fed up and also it was a regular problem I might not have told or it might not have been recorded during the successive services. However I strongly feel Maruti should not take so much time to resolve a genuine complaint of a small customer like me. It is almost 14 days since the complaint and I need the vehicle urgently please change the faulty engine and resolve my complaint immediately.
From: [email protected]
To: [email protected]; [email protected]; [email protected]
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Date: Mon, 18 Jan 12:59:46 0530
Dear Mr. Ravichandran,
From: R. RAVICHANDRAN
Received: 1/18 1:07 PM
To: ATM Queue; [email protected]; [email protected]
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear sir,
I had been listening to this type of answer since long time from you. But there was no concrete action from your side please also see my earlier communication where you had given the same old reply to buy the time. Howmany time you are taking a customer for a ride. I doubt very much Maruthi has realy interested to solve the customer complaint! however please go through the previous communication.
Regards,
R.Ravichandran
Thank you for your email.
We value you as a member of Maruti family and sincerely acknowledge the inconvenience you have been experiencing. At Maruti Suzuki, our customers are the biggest assets for us and any discomfort felt by our customers is our top concern.
We regret the inconvenience caused to you and are once again forwarding your issue to the concerned department. You will hear from us soon.
From: R. RAVICHANDRAN
Received: 1/18 1:07 PM
To: ATM Queue; [email protected]; [email protected]
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Date: Mon, 27 Dec 12:15:45 0530
From: Hashim. [email protected]
To: [email protected]; [email protected]
Dear Mr Ravi Chandran,
As explained to you earlier the problem in your vehicle is not a peculiar type as claimed by you, I had even discussed with the Manager of the workshop according to them the problem has arisen as there must be some fuel material which must have damaged the engine valves which in turn have resulted in damaging the piston as the pressure after the valves have directly fallen on the piston. We shall further investigate the matter further.
As explained in the earlier mails, The vehicle has visited for at least 5 times to workshop for accidental repair and other works, But there is no mention of the complaint. That means the complaint would have been resolved other wise it should have been raised by you. Even the mail communication as claimed by you was last sent in dec and after which you have visited the workshop too for different work. But never ever you have mentioned of engine complaint. Therefore the claim of Faulty engine does not arise since the vehicle has run for 4 years and 50, 000 kms. We feel the faulty engine would not have run for such a duration.
As expressed earlier also every product has got the warranty period since the vehicle is more than 2 years old and out of warranty we sincerely regret for not extending the warranty for carrying out the repairs in the vehicle.
As mentioned in earlier communications we have requested our dealer to reduce the cost of repair as much as possible and give the best possible discount. We have once again advised the dealer to give the best possible discount as a matter of good will for customer relationship.
We once again regret for the inconvenience caused.
Regards
Hashim Raza
From: ramasamy ravicchandran [mailto: [email protected]]
Sent: Monday, December 27 10:57 AM
To: ROS1/Raza Hashim Yasir, L-12 (SSZ); HO/E/Webcontact, (CRM); auto car; overdrive
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear Mr. Hashim/Responsible Maruti customer care,
Since from the warranty period the engine noise complaint is persisting, but you are just like that telling the vehicle is not in warranty. What were you have done for the complaint in the warranty period. Mr. Hashim I think you had not gone through my old complaint to know really when the complaint was started. When I my self called up the Dealer to find out the status that time I was told that there is no discount if the engine block is changed further he said if it is machining and reworking of the existing engine there will be a discount of Rs out of Rs2 bill.
I do not understand when there is a clear case of faulty engine complaint since warranty period why Maruti is hesitating to give a free replacement for the faulty engine.
As per the manager and the mechanic whom I spoke and discussed about the present problem of inlet valve automatically coming out and damaging the engine is a unique problem and happened before. Hence looking at the severity of the problem and my genuine complaints since warranty period you should exchange me a new engine in the place of the faulty engine immediately to enable me to use the vehicle for my urgency.
Regards,
R.Ravichandran.
Subject: FW: Alto Vehicle making engine noise CRM:0031623
Date: Sat, 25 Dec 19:17:57 0530
From: Hashim. [email protected]
To: [email protected]; [email protected]
Dear Mr Ravi chandran,
We regret for the inconvenience caused.
As mentioned in the earlier communications since the vehicle is out of warranty, the repairs in your vehicle will be done on chargeable basis.
But as a good will gesture we had already advised our Dealer M/s ABT to consider the case and provide the best possible discount on the repair cost. It has been confirmed by the dealer that such a communication has already been sent to you. Therefore requesting you to kindly get the work done on chargeable basis with the discount offered.
Once again regret for the inconvenience caused to you.
Regards
Hashim Raza.
From: ATM Queue [mailto: [email protected]]
Sent: Saturday, December 25 12:13 PM
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear Sir,
Kindly suggest.
Regards,
ANY TIME MARUTI
(Call- 9910202020 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please visit us at http://www.marutisuzuki.com
001
=======================================
Dear Mr. Ravichandran,
Thank you for visiting our website.
We value you as a member of Maruti family and sincerely acknowledge the inconvenience you have been experiencing.
We once again wish to inform you that we have already forwarded your issue to the concerned department. We appreciate your co-operation in this matter and thank you for your patience.
Regards,
ANY TIME MARUTI
(Call- 9910202020 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please visit us at http://www.marutisuzuki.com
001
=======================================
From: R. RAVICHANDRAN
Received: 12/24 5:20 PM
To: ATM Queue
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear Responsible person,
There is no action to my mail. As this is very urgent and the matter is almost 10 days without any correct solution from your side please
immediately attend to it. As per my last mail at last I have also come to a compromise hence do not not drag beyond this. Also I am not interested to drag this to any consumer forum let us resolve it amicably.
Regards,
Ravichandran
&&&&&&&&&&&&&&&&&&&&&&&&&&--
From: [email protected]
To: [email protected]; [email protected]
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Date: Thu, 23 Dec 19:48:30 0530
Dear Mr. Hashim,
With so many reminders and so much communication you have not resolved my problem since 2008.But you are telling that there is no mention from Aug that is for a span of 3 months it is because the complaint is not resolved over a period of time and nobody bothered to rectify it I may not have told during that time. When it was not solved for over a period of time it is not fair on Maruti's part to do the policing work to find out when there is no complaint registered. I really did not expect from such a big organization to wait for a customer for more than two years to find out a 3 months span where no complaint is.
For your previous mail also I have replied in my previous mail. Once agian I will give you the quote from my earlier mail for your Point No3.
Please go through all my communication and complaints genuinly. Now I would like to come for a compromise that is you can exchange the faulty engine with new engine alone in my old vehicle and give it back. In that case I can withdraw all my complaints. I strongly feel it is a genuine compromise to solve the problem. Hope you will come back with possitive reply.
point No 3 of your mail
3. The details of history mails sent by you are of last dated 17th Dec Which is approx 2 years ago. Hope the engine performance must have been good other wise you shall have mentioned the same in the other correspondence till Dec or even after that as you have visited the workshop for number of times for accidental repairs or any other repair in the workshop (as per the vehicle History available).
My old complaint mail copy for your reference
Date: Fri, 31 Jul 06:45:46 0000
To: [email protected]
Subject: Re: RE: Re: RE: Re: RE: Re: RE: Alto Vehicle making engine noise CRM:0031623
From: [email protected]
CC: [email protected]; [email protected]
Dear Sir,
On your instruction 20 th July 09 I was told Maruthi service engineer wanted to check up my vehicle and it was taken to service station. On 21st Evening I was told that the vehicle is ready and the problem of wobbling and the engine noise is corrected. I went to the ABT service station in the evening and I met your service engineer Mr. Maheshwaran.
Who had explained me that the noise is corrected and there is regular noise which is common in all Alto vehicles. I told him the other engineer had accepted that there was a clutch noise then he also accepted there is a noise. For the wobbling problem I was told that the tyre has become old and he extended 20% discount on tyre change. I explained him this problem is there since 9000 Kms now you are telling the Tyre has become old and I did not accept. Then he offered me 40% discount on the tyre change then also I told him even if you give free of cost also I wont accept.
He said now the car is perfect you can take trial, the moment I started the vehicle it gave me a big noise immediately I called your engineer and shown him the noise. He had accepted and said when he took the trial there was no noise. The vehicle was very much there for 2 days but still the noise is coming. Then they said they will correct it and give it tomorrow.
Your engineer examined the history of the vehicle which shows almost 20 times the vehicle has been brought for service baring 4-5 time service the rest are all for the complaints only.
Still the two problems not sorted out and I am getting the same wobbling and engine noise. I suggest these problems could be checked in front of the neutral persons or with consumer forum which will give both of us a genuine solution. Again and again please do not drag the matter and dont put unnecessary pressure on me.
Regards,
R.Ravichandran
&&&&&&&&&&&&&&&&&&&&&&&&&&--
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Date: Thu, 23 Dec 15:39:32 0530
From: Hashim. [email protected]
To: [email protected]; [email protected]
Dear Sir,
I would like to reiterate the conversations had with you and explained our position in writing mail dated 20/12.
I would like to reiterate our position that since the vehicle is more than 2 years old as per MSIL warranty policy any kind of Manufacturing defect within the stipulated time period of Warranty needs to be repaired or defective part to be replaced at no cost to the customer.
As explained since the vehicle is out of warranty since it has covered over 50000kms and 4 years, the work cannot be done under Warranty.
The details of earlier visits and demanded repairs for your vehicle is enclosed below wherein never you have mentioned of Engine Noise/ Engine Problem in the vehicle from Aug. Which also supports our claim that the vehicle was not having the problem of Engine continuously as mentioned by you.
As mentioned in the earlier mail dealer has sent the letter to you with the possible discounts offered by him and you shall discuss with dealer for the type of repairs to be carried out.
Once again reiterating the details of the earlier mail for your kind info please.,
1. 1. The vehicle replacement is not at all possible, as per MSIL policy, there is warranty not guarantee of the vehicle. According to Warranty policy MSILs only obligation is to repair or replace at its sole discretion any part shown to be defective, with a new part or its equivalent at no cost to the owner for parts or labor. Therefore the question of replacement does not arise. For more clarification please refer to owners manual.
2. 2. The Engine replacement is not required as only the engine valves have been damaged and one piston is affected by the same. Therefore there is no requirement of replacement of Engine, only the affected parts can be replaced.
3. 3. The details of history mails sent by you are of last dated 17th Dec or in the last conversation in Dec Which is approx 2 years ago. Hope the engine performance must have been good other wise you shall have mentioned the same in the other correspondence till Dec or even after that as you have visited the workshop for number of times for accidental repairs or any other repair in the workshop (as per the vehicle History available).
4. 4. As explained to you, The vehicle is covered in Warranty for 2 years or 40000kms which ever is earlier. Since the mentioned vehicle is 4 years (approx) old (2006 Model). Since the vehicle is out of warranty, therefore we cannot extend the warranty on the vehicle by doing the said repairs under warranty.
5. 5. As explained, Since you have been associated with MSIL, On a goodwill gesture for only enhancing customer relationship, We would request the dealer M/s ABT, Coimbatore to do the repair with minimum cost and pass on the maximum discount possible.
With regards
Hashim Raza
======================================
Dear Mr. Ravichandran,
Thank you for visiting our website.
We value you as esteem Maruti family member and sincerely apologize for any inconvenience this has caused. We wish to inform you that we have already forwarded your issue to the concerned department. We appreciate your co-operation in this matter and thank you for your patience.
Regards,
ANY TIME MARUTI
(Call- 9910202020 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please visit us at http://www.marutisuzuki.com
001
=======================================
From: R. RAVICHANDRAN
Received: 12/18 4:23 PM
To: ATM Queue
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear Sir,
I have brought the complaint to your notice on 15/12/10 but till now neither anybody bother to called me nor the any body contacted the Maruti service station but your reply says " our customers are the biggest assets for us and any discomfort felt by our customers is our top concern". Can you tell me what is the meaning of this? 3 days no action but for the mails is this the customer care? Is it not customer discomfort? Please understand my urgency and initiate the action.
Regards,
R.Ravichandran
&&&&&&&&&&&&&&&&&&&&&&&&&&--
From: [email protected]
To: [email protected]
Date: Sat, 18 Dec 13:46:04 0530
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear Mr. Ravichandran,
Thank you for visiting our website.
We value you as a member of Maruti family and sincerely acknowledge the inconvenience you have been experiencing. At Maruti Suzuki, our customers are the biggest assets for us and any discomfort felt by our customers is our top concern.
We wish to inform you that we have already forwarded your issue to the concerned department. We appreciate your co-operation in this matter and thank you for your patience.
Please feel free to revert in case of any query or clarification.
Regards,
ANY TIME MARUTI
(Call- 9910202020 or Toll Free-1800 1800 180)
International Toll Free Numbers
1866 527 5698 (From USA and Canada) 0800 0852247 (From UK)
Please visit us at http://www.marutisuzuki.com
002
============================
From: R. RAVICHANDRAN
Received: 12/18 12:34 PM
To: ATM Queue
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear Sir,
So far no action has been taken in this regard. When I need the vehicle urgently please attend immediately
Regards,
R.Ravichandran
&&&&&&&&&&&&&&&&&&&&&&&&&&--
From: [email protected]
To: [email protected]
Date: Fri, 17 Dec 16:11:31 0530
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear Mr. Ravichandran
Thank you for your email.
We would like to assure you that we will try our best to resolve your issue. We regret the inconvenience caused to you.
We are again forwarding your query to the concerned department. You would hear from us soon.
Please feel free to revert in case of any query or clarification.
Regards,
ANY TIME MARUTI
(Call- 9910202020 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please Visit us at
002
====================================
From: R. RAVICHANDRAN
Received: 12/17 3:16 PM
To: ATM Queue
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear Sir,
So for no action has been taken either nobody bothered to call me nor any body contacted the service station. But your mail says "At Maruti Suzuki, our customers are the biggest assets for us and any discomfort felt by our customers is our top concern". You are replying my mails nicely but I need the action to be initiated from your side. We are very much struggling without the a vehicle.
egards,
R.Ravichandran
&&&&&&&&&&&&&&&&&&&&&&&&&&--
From: [email protected]
o: [email protected]
Date: Fri, 17 Dec 13:41:17 0530
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear Mr. Ravichandran
Thank you for visiting our website.
We regret the inconvenience caused to you.
We are aware of your value as our customer and we would like to assure you that we will try our best to resolve your issue.
We wish to inform you that we have already forwarded your issue to the concerned department.
Please feel free to revert in case of any query or clarification.
=================================
Dear Mr. Ravichandran,
Thank you for your email.
We value you as a member of Maruti family and sincerely acknowledge the inconvenience you have been experiencing. At Maruti Suzuki, our customers are the biggest assets for us and any discomfort felt by our customers is our top concern.
We regret the inconvenience caused to you and are once again forwarding your issue to the concerned department. You will hear from us soon.
Please feel free to revert in case of any query or clarification.
Regards,
ANY TIME MARUTI
(Call- 9910202020 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please Visit us at
SE-S1
001
=====================================
From: R. RAVICHANDRAN
Received: 1/18 1:07 PM
To: ATM Queue; [email protected]; [email protected]
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear sir,
I had been listening to this type of answer since long time from you. But there was no concrete action from your side please also see my earlier communication where you had given the same old reply to buy the time. Howmany time you are taking a customer for a ride. I doubt very much Maruthi has realy interested to solve the customer complaint! however please go through the previous communication.
Regards,
R.Ravichandran
=====================================
Dear Mr. Ravichandran,
Thank you for visiting our website.
We value you as a member of Maruti family and sincerely acknowledge the inconvenience you have been experiencing. At Maruti Suzuki, our customers are the biggest assets for us and any discomfort felt by our customers is our top concern.
We wish to inform you that we have already forwarded your issue to the concerned department. We appreciate your co-operation in this matter and thank you for your patience.
Regards,
ANY TIME MARUTI
(Call- 9910202020 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please visit us at http://www.marutisuzuki.com
001
=========================================
From: R. RAVICHANDRAN
Received: 1/12 12:39 PM
To: ATM Queue; [email protected]; [email protected]
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear sir,
Some body called from chennai and asked whether you have lodged any complaint with Maruthi I said yes but afterwards no follow up and no reply.
Regards,
R.Ravichandran
=========================================
Dear Sir,
Thank you for visiting our website.
We value you as a member of Maruti family and sincerely acknowledge the inconvenience you have been experiencing. At Maruti Suzuki, our customers are the biggest assets for us and any discomfort felt by our customers is our top concern.
We are immediately forwarding your issue to the concerned department. You will hear from us soon.
Please feel free to revert in case of any query or clarification.
Regards,
ANY TIME MARUTI
(Call- 9910202020 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please visit us at http://www.marutisuzuki.com
SE-S1
008
=========================================
From: [email protected]
Received: 12/28 12:07 PM
To: ATM Queue; R. RAVICHANDRAN
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear Sir,
After the service the bill amount was Rs 5137/- without changing silencer
(Fifth time the soldering done), battery and tyre which I asked them not to do it now which could be done after your reply. If you go though my entire previous communication the basic problems started in the warranty period itself but your Maruthi service Engineers wanted to buy the time and postponed the problem till date.
My vehicle details are Model: ALTO LX (Alto with A/c) Year :2006 Registration No: TN 37 AR 1179 Engine No: F8DN1126369Chassis No: MA3EYD81S00716690
I am servicing my vehicle with ABT MARUTHI, 744, Puliakulam rd, Coimbatore-37.
But surprisingly I find good cooperation from the dealer service point especially the manager Mr. Ganesan is very cooperative he arranges to pick up my vehicle and deliver it after service on time. But for the basic problems he is also trying to convince me who has also not resolved it till date.
Hence I request you to replace the vehicle with new alto/ replace it with a higher version to which I am prepared to pay the difference amount.
I am attaching below the previous communications for your reference.
Regards,
R.Ravichandran
=============================================
Dear Sir,
Thank you for visiting our website
We regret the inconvenience caused to you. We request you to kindly confirm us the name, address and code of the Maruti Authorized service station or dealer workshop whom you have contacted regarding this issue along with your car variant (Maruti Suzuki Alto STD/ LX/ LXI). This will help us to resolve your issue at the earliest.
Please feel free to revert in case of any query or clarification.
Regards,
ANY TIME MARUTI
(Call- 9910202020 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please visit us at
015
======================================
From: [email protected]
Received: 12/21 1:35 PM
To: ATM Queue; R. RAVICHANDRAN
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear Sir,
All these days I was not in town but the problem of Alto is a never ending story. after my 11th aug letter the clutch problem was severe and I had to change the clutch which costed me Rs6000l approx. Then in the last week again the big noise started. On 20th I have left my vehicle at the ABT service station for rrectification. After checking I was told the following charges for the complaint and servicing at 30000Kms.
Silencer - Rs 2800/
ioil service - Rs 3500/
Brake oil, pad
propotinate valve -Rs3000/
service -Rs300/-
Battrey cost -Rs 2800/
Totalling Rs 13000/- Approx
apart from this the wobbling problem not stopped. Again now i ave been asked to change the tyres which is another Rs10000/ extra expense
I have been using my Indica since 2001 which never gave me so much maintenance cost. Why this is happening in the alto. My complaint started within the warrenty period itself. But your people bought the time and pushed the complaints and now you want to take the revenge for the complaint and charging exarbidently. Whu is this. Even I did not receive any response from you for my previous letter. I would like to address my grievance to your chief executive hence I need his contact Phone and mail. Reply me urgently. Woukd you like your customer has to go through such agony just because choosin Maruthi.
Regards,
R.Ravichandran.
9842203411
008
========================
From: R. RAVICHANDRAN
Received: 12/16 7:59 PM
To: ATM Queue; [email protected]; [email protected]
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear Sir,
Thank you for your positive response. But I am getting the same reply without any action for the past 3 years, I hope at least this time you will take action and do the needful. As I am also away from home for a project my wife needs the car urgently to manage the family. Hence I solicit your immediate attention to deliver the vehicle on urgent basis.
of the family.
====================
Dear Mr. Ravichandran,
Thank you for your email.
We value you as a member of Maruti family and sincerely acknowledge the inconvenience you have been experiencing. At Maruti Suzuki, our customers are the biggest assets for us and any discomfort felt by our customers is our top concern.
We wish to inform you that we have already forwarded your issue to the concerned department. We appreciate your co-operation in this matter and thank you for your patience
Please feel free to revert in case of any query or clarification
========================================
Dear Mr. Ravichandran,
Thank you for your email.
We value you as a member of Maruti family and sincerely acknowledge the inconvenience you have been experiencing. At Maruti Suzuki, our customers are the biggest assets for us and any discomfort felt by our customers is our top concern.
We regret the inconvenience caused to you and are once again forwarding your issue to the concerned department. You will hear from us soon.
Please feel free to revert in case of any query or clarification.
Regards,
ANY TIME MARUTI
(Call- 9910202020 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please Visit us at
SE-S1
001
=====================================
From: R. RAVICHANDRAN
Received: 1/18 1:07 PM
To: ATM Queue; [email protected]; [email protected]
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear sir,
I had been listening to this type of answer since long time from you. But there was no concrete action from your side please also see my earlier communication where you had given the same old reply to buy the time. Howmany time you are taking a customer for a ride. I doubt very much Maruthi has realy interested to solve the customer complaint! however please go through the previous communication.
Regards,
R.Ravichandran
=====================================
Dear Mr. Ravichandran,
Thank you for visiting our website.
We value you as a member of Maruti family and sincerely acknowledge the inconvenience you have been experiencing. At Maruti Suzuki, our customers are the biggest assets for us and any discomfort felt by our customers is our top concern.
We wish to inform you that we have already forwarded your issue to the concerned department. We appreciate your co-operation in this matter and thank you for your patience.
Regards,
ANY TIME MARUTI
(Call- 9910202020 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please visit us at http://www.marutisuzuki.com
001
=========================================
From: R. RAVICHANDRAN
Received: 1/12 12:39 PM
To: ATM Queue; [email protected]; [email protected]
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear sir,
Some body called from chennai and asked whether you have lodged any complaint with Maruthi I said yes but afterwards no follow up and no reply.
Regards,
R.Ravichandran
=========================================
Dear Sir,
Thank you for visiting our website.
We value you as a member of Maruti family and sincerely acknowledge the inconvenience you have been experiencing. At Maruti Suzuki, our customers are the biggest assets for us and any discomfort felt by our customers is our top concern.
We are immediately forwarding your issue to the concerned department. You will hear from us soon.
Please feel free to revert in case of any query or clarification.
Regards,
ANY TIME MARUTI
(Call- 9910202020 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please visit us at http://www.marutisuzuki.com
SE-S1
008
=========================================
From: [email protected]
Received: 12/28 12:07 PM
To: ATM Queue; R. RAVICHANDRAN
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear Sir,
After the service the bill amount was Rs 5137/- without changing silencer
(Fifth time the soldering done), battery and tyre which I asked them not to do it now which could be done after your reply. If you go though my entire previous communication the basic problems started in the warranty period itself but your Maruthi service Engineers wanted to buy the time and postponed the problem till date.
My vehicle details are Model: ALTO LX (Alto with A/c) Year :2006 Registration No: TN 37 AR 1179 Engine No: F8DN1126369Chassis No: MA3EYD81S00716690
I am servicing my vehicle with ABT MARUTHI, 744, Puliakulam rd, Coimbatore-37.
But surprisingly I find good cooperation from the dealer service point especially the manager Mr. Ganesan is very cooperative he arranges to pick up my vehicle and deliver it after service on time. But for the basic problems he is also trying to convince me who has also not resolved it till date.
Hence I request you to replace the vehicle with new alto/ replace it with a higher version to which I am prepared to pay the difference amount.
I am attaching below the previous communications for your reference.
Regards,
R.Ravichandran
=============================================
Dear Sir,
Thank you for visiting our website
We regret the inconvenience caused to you. We request you to kindly confirm us the name, address and code of the Maruti Authorized service station or dealer workshop whom you have contacted regarding this issue along with your car variant (Maruti Suzuki Alto STD/ LX/ LXI). This will help us to resolve your issue at the earliest.
Please feel free to revert in case of any query or clarification.
Regards,
ANY TIME MARUTI
(Call- 9910202020 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please visit us at
015
======================================
From: [email protected]
Received: 12/21 1:35 PM
To: ATM Queue; R. RAVICHANDRAN
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear Sir,
All these days I was not in town but the problem of Alto is a never ending story. after my 11th aug letter the clutch problem was severe and I had to change the clutch which costed me Rs6000l approx. Then in the last week again the big noise started. On 20th I have left my vehicle at the ABT service station for rrectification. After checking I was told the following charges for the complaint and servicing at 30000Kms.
Silencer - Rs 2800/
ioil service - Rs 3500/
Brake oil, pad
propotinate valve -Rs3000/
service -Rs300/-
Battrey cost -Rs 2800/
Totalling Rs 13000/- Approx
apart from this the wobbling problem not stopped. Again now i ave been asked to change the tyres which is another Rs10000/ extra expense
I have been using my Indica since 2001 which never gave me so much maintenance cost. Why this is happening in the alto. My complaint started within the warrenty period itself. But your people bought the time and pushed the complaints and now you want to take the revenge for the complaint and charging exarbidently. Whu is this. Even I did not receive any response from you for my previous letter. I would like to address my grievance to your chief executive hence I need his contact Phone and mail. Reply me urgently. Woukd you like your customer has to go through such agony just because choosin Maruthi.
Regards,
R.Ravichandran.
9842203411
004
====================
From: R. RAVICHANDRAN
Received: 12/16 3:23 PM
To: ATM Queue
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Thank you for your response.
My contact details as furnished in my old mail is holds good. I again repeat the same for you to contact me.
Name R.RAVICHANDRAN
Email [email protected]
Address 13/19, RAMYA NIWAS, 10TH
CROSS, ANNANAGAR, PEELAMEDU, COIMBATORE,
City COIMBATORE
State TAMIL NADU
PinCode 641004
Phone Number 9842203411
Model Maruti Alto
Registration Number TN 37 AR 1179
Regards,
Ravichandran
===============================
Dear Mr. Ravichandran,
Thank you for your email.
We regret the inconvenience caused to you and are immediately forwarding your issue to the concerned department. You will hear from us soon.
Please feel free to revert in case of any query or clarification.
Regards,
ANY TIME MARUTI
(Call- 9910202020 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please Visit us at
009
===============================
From: [email protected]
Received: 12/15 4:15 PM
To: ATM Queue; [email protected]; [email protected]
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear Sir,
Please refer to my earlier genuine complaints of my vehicle. So far neither anybody able to Diagnose the complaint nor any body resolved it. With the engine noise complaint only I was running the vehicle. On 13/12.10 when my wife was driving the vehicle it got struck in the middle of the way. The small engine noise became very big and vehicle stopped. With the help of your 24 Hr service the vehicle towed down to the ABT service station at Ukkadam, Coimbatore. After taking more than one day to they came out that there is big problem in the engine.
Now they are saying inlet valve in the engine came out automatically and it trapped between the cylinder and the piston because of that we the piston got damaged hence we have to remove the engine block and to change piston and have to machine the engine head which will cost me around Rs50000/=. They also admit that this is the first of its kind and they did not come across any complaint like this before.
Hence without any doubt it is proved it is a faulty engine supplied by Maruti to me. When I repeatedly telling for the past 3 years nobody bother to solve the issue now only the real problem is coming out. Now your people are telling that as the vehicle has run for 52400 Kms though the complaint is a manufacturing defect we cannot give free service.
So far for three years nobody bother to find out the problem and to resolve now it has become big. Please go through the exchange of mails between you and me and look into the problem genuinely and help me out.
Now at least please exchange the vehicle and supply me a brand new vehicle. As we do not have alternate vehicle for my wife please resolve the problem immediately.
Regards,
R.Ravichandran.
======================
Dear Mr. Ravichandran,
Thank you for your email.
We value you as a member of Maruti family and sincerely acknowledge the inconvenience you have been experiencing. At Maruti Suzuki, our customers are the biggest assets for us and any discomfort felt by our customers is our top concern.
We regret the inconvenience caused to you and are once again forwarding your issue to the concerned department. You will hear from us soon.
Please feel free to revert in case of any query or clarification.
Regards,
ANY TIME MARUTI
(Call- 9910202020 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please Visit us at
SE-S1
001
=====================================
From: R. RAVICHANDRAN
Received: 1/18 1:07 PM
To: ATM Queue; [email protected]; [email protected]
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear sir,
I had been listening to this type of answer since long time from you. But there was no concrete action from your side please also see my earlier communication where you had given the same old reply to buy the time. Howmany time you are taking a customer for a ride. I doubt very much Maruthi has realy interested to solve the customer complaint! however please go through the previous communication.
Regards,
R.Ravichandran
=====================================
Dear Mr. Ravichandran,
Thank you for visiting our website.
We value you as a member of Maruti family and sincerely acknowledge the inconvenience you have been experiencing. At Maruti Suzuki, our customers are the biggest assets for us and any discomfort felt by our customers is our top concern.
We wish to inform you that we have already forwarded your issue to the concerned department. We appreciate your co-operation in this matter and thank you for your patience.
Regards,
ANY TIME MARUTI
(Call- 9910202020 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please visit us at http://www.marutisuzuki.com
001
=========================================
From: R. RAVICHANDRAN
Received: 1/12 12:39 PM
To: ATM Queue; [email protected]; [email protected]
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear sir,
Some body called from chennai and asked whether you have lodged any complaint with Maruthi I said yes but afterwards no follow up and no reply.
Regards,
R.Ravichandran
=========================================
Dear Sir,
Thank you for visiting our website.
We value you as a member of Maruti family and sincerely acknowledge the inconvenience you have been experiencing. At Maruti Suzuki, our customers are the biggest assets for us and any discomfort felt by our customers is our top concern.
We are immediately forwarding your issue to the concerned department. You will hear from us soon.
Please feel free to revert in case of any query or clarification.
Regards,
ANY TIME MARUTI
(Call- 9910202020 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please visit us at http://www.marutisuzuki.com
SE-S1
008
=========================================
From: [email protected]
Received: 12/28 12:07 PM
To: ATM Queue; R. RAVICHANDRAN
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear Sir,
After the service the bill amount was Rs 5137/- without changing silencer
(Fifth time the soldering done), battery and tyre which I asked them not to do it now which could be done after your reply. If you go though my entire previous communication the basic problems started in the warranty period itself but your Maruthi service Engineers wanted to buy the time and postponed the problem till date.
My vehicle details are Model: ALTO LX (Alto with A/c) Year :2006 Registration No: TN 37 AR 1179 Engine No: F8DN1126369Chassis No: MA3EYD81S00716690
I am servicing my vehicle with ABT MARUTHI, 744, Puliakulam rd, Coimbatore-37.
But surprisingly I find good cooperation from the dealer service point especially the manager Mr. Ganesan is very cooperative he arranges to pick up my vehicle and deliver it after service on time. But for the basic problems he is also trying to convince me who has also not resolved it till date.
Hence I request you to replace the vehicle with new alto/ replace it with a higher version to which I am prepared to pay the difference amount.
I am attaching below the previous communications for your reference.
Regards,
R.Ravichandran
=============================================
Dear Sir,
Thank you for visiting our website
We regret the inconvenience caused to you. We request you to kindly confirm us the name, address and code of the Maruti Authorized service station or dealer workshop whom you have contacted regarding this issue along with your car variant (Maruti Suzuki Alto STD/ LX/ LXI). This will help us to resolve your issue at the earliest.
Please feel free to revert in case of any query or clarification.
Regards,
ANY TIME MARUTI
(Call- 9910202020 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please visit us at
015
======================================
From: [email protected]
Received: 12/21 1:35 PM
To: ATM Queue; R. RAVICHANDRAN
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear Sir,
All these days I was not in town but the problem of Alto is a never ending story. after my 11th aug letter the clutch problem was severe and I had to change the clutch which costed me Rs6000l approx. Then in the last week again the big noise started. On 20th I have left my vehicle at the ABT service station for rrectification. After checking I was told the following charges for the complaint and servicing at 30000Kms.
Silencer - Rs 2800/
ioil service - Rs 3500/
Brake oil, pad
propotinate valve -Rs3000/
service -Rs300/-
Battrey cost -Rs 2800/
Totalling Rs 13000/- Approx
apart from this the wobbling problem not stopped. Again now i ave been asked to change the tyres which is another Rs10000/ extra expense
I have been using my Indica since 2001 which never gave me so much maintenance cost. Why this is happening in the alto. My complaint started within the warrenty period itself. But your people bought the time and pushed the complaints and now you want to take the revenge for the complaint and charging exarbidently. Whu is this. Even I did not receive any response from you for my previous letter. I would like to address my grievance to your chief executive hence I need his contact Phone and mail. Reply me urgently. Woukd you like your customer has to go through such agony just because choosin Maruthi.
Regards,
R.Ravichandran.
9842203411
--Forwarded Message Attachment--
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Date: Thu, 23 Dec 15:39:32 0530
From: Hashim. [email protected]
To: [email protected]; [email protected]
Dear Sir,
I would like to reiterate the conversations had with you and explained our position in writing mail dated 20/12.
I would like to reiterate our position that since the vehicle is more than 2 years old as per MSIL warranty policy any kind of Manufacturing defect within the stipulated time period of Warranty needs to be repaired or defective part to be replaced at no cost to the customer.
As explained since the vehicle is out of warranty since it has covered over 50000kms and 4 years, the work cannot be done under Warranty.
The details of earlier visits and demanded repairs for your vehicle is enclosed below wherein never you have mentioned of Engine Noise/ Engine Problem in the vehicle from Aug. Which also supports our claim that the vehicle was not having the problem of Engine continuously as mentioned by you.
As mentioned in the earlier mail dealer has sent the letter to you with the possible discounts offered by him and you shall discuss with dealer for the type of repairs to be carried out.
Once again reiterating the details of the earlier mail for your kind info please.,
1. 1. The vehicle replacement is not at all possible, as per MSIL policy, there is warranty not guarantee of the vehicle. According to Warranty policy MSILs only obligation is to repair or replace at its sole discretion any part shown to be defective, with a new part or its equivalent at no cost to the owner for parts or labor. Therefore the question of replacement does not arise. For more clarification please refer to owners manual.
2. 2. The Engine replacement is not required as only the engine valves have been damaged and one piston is affected by the same. Therefore there is no requirement of replacement of Engine, only the affected parts can be replaced.
3. 3. The details of history mails sent by you are of last dated 17th Dec or in the last conversation in Dec Which is approx 2 years ago. Hope the engine performance must have been good other wise you shall have mentioned the same in the other correspondence till Dec or even after that as you have visited the workshop for number of times for accidental repairs or any other repair in the workshop (as per the vehicle History available).
4. 4. As explained to you, The vehicle is covered in Warranty for 2 years or 40000kms which ever is earlier. Since the mentioned vehicle is 4 years (approx) old (2006 Model). Since the vehicle is out of warranty, therefore we cannot extend the warranty on the vehicle by doing the said repairs under warranty.
5. 5. As explained, Since you have been associated with MSIL, On a goodwill gesture for only enhancing customer relationship, We would request the dealer M/s ABT, Coimbatore to do the repair with minimum cost and pass on the maximum discount possible.
With regards
Hashim Raza
From: ramasamy ravicchandran [mailto: [email protected]]
Sent: Thursday, December 23 2:20 PM
To: ROS1/Raza Hashim Yasir, L-12 (SSZ); HO/E/Webcontact, (CRM)
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Dear Responsible person,
After my reminder On 21st Dec Mr. Hashim called me up in the late evening and told that Maruti can not do anything about the complaint because the vehicle is not in warranty. I have explained him that the problem started well within the warranty period and unattended till date it which has become big. I have explained him that it is very much accepted by your service persons as a unique problem also they have never come across such problem so far (the inlet vale which is inside the cylinder coming out automatically).
Even after my explanation he never bothered to take my words and refused to accept my complaint. Finally he told as the vehicle is not in warranty now Maruti can not be responsible for any manufacturing defect. Is this is the answer from Maruti for a genuine complaint? Just because of buying a Maruti product a citizen should suffer like this?
Please put this to top officials and get the answer.
Regards,
R.Ravichandran
From: [email protected]
To: [email protected]; [email protected]
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Date: Tue, 21 Dec 11:25:15 0530
Dear Mr. Hashim,
I had repeatedly pointed out the engine complaint and the same was never resolved. In your mail you have told that I have not raised the complaint after 17th Dec. But if you see my communication I have clearly made a complaint about the engine problem even in 31st july also. Hence As per your statement you should accept the fact and replace the vehicle. I am furnishing the old complaint copy and your point No 3.If you go through the Red mark in my mail you can understand my complaint for big engine noise in 2009 also.hence the problem started well within warranty period and persisting till now.
As I mentioned yesterday I am also owning one Ford Fiesta and an Indica (recently sold still papers not tranfered) but till dste I never made any complaint to any of the vehicle manufacturers. Because I did not get any complaint like the Maruti Alto, hence you should realise the genuineness of my complaint. As I am also in a senior position in an organisation I do not have time for all this but when myself and my family is in trouble I should take it up. If you see the recent problem the inlet Valve automatically come out and trapped between the cylinder and the piston and damaged the both. That means if you use this kind of vehicle where is the gurantee for human life? Even as per your service from ABT I understood it is a unique problem which is to be attended with heart and soul not like spaeking about warrenty
wareenty policy and etc., .I strongly think it is time to replace the vehicle. As already it is 7 the day please understand my urgency and expedite the matter immediately.
point No 3 of your mail
3. The details of history mails sent by you are of last dated 17th Dec Which is approx 2 years ago. Hope the engine performance must have been good other wise you shall have mentioned the same in the other correspondence till Dec or even after that as you have visited the workshop for number of times for accidental repairs or any other repair in the workshop (as per the vehicle History available).
My old complaint mail copy for your reference
Date: Fri, 31 Jul 06:45:46 0000
To: [email protected]
Subject: Re: RE: Re: RE: Re: RE: Re: RE: Alto Vehicle making engine noise CRM:0031623
From: [email protected]
CC: [email protected]; [email protected]
Dear Sir,
On your instruction 20 th July 09 I was told Maruthi service engineer wanted to check up my vehicle and it was taken to service station. On 21st Evening I was told that the vehicle is ready and the problem of wobbling and the engine noise is corrected. I went to the ABT service station in the evening and I met your service engineer Mr. Maheshwaran.
Who had explained me that the noise is corrected and there is regular noise which is common in all Alto vehicles. I told him the other engineer had accepted that there was a clutch noise then he also accepted there is a noise. For the wobbling problem I was told that the tyre has become old and he extended 20% discount on tyre change. I explained him this problem is there since 9000 Kms now you are telling the Tyre has become old and I did not accept. Then he offered me 40% discount on the tyre change then also I told him even if you give free of cost also I wont accept.
He said now the car is perfect you can take trial, the moment I started the vehicle it gave me a big noise immediately I called your engineer and shown him the noise. He had accepted and said when he took the trial there was no noise. The vehicle was very much there for 2 days but still the noise is coming. Then they said they will correct it and give it tomorrow.
Your engineer examined the history of the vehicle which shows almost 20 times the vehicle has been brought for service baring 4-5 time service the rest are all for the complaints only.
Still the two problems not sorted out and I am getting the same wobbling and engine noise. I suggest these problems could be checked in front of the neutral persons or with consumer forum which will give both of us a genuine solution. Again and again please do not drag the matter and dont put unnecessary pressure on me.
Regards,
R.Ravichandran
Subject: RE: Alto Vehicle making engine noise CRM:0031623
Date: Mon, 20 Dec 20:05:43 0530
From: Hashim. [email protected]
To: [email protected]; [email protected]
Dear Sir,
We understand your problem and regret the inconvenience caused.
I would like to reiterate the conversations had with you,
1. The vehicle replacement is not at all possible, as per MSIL policy, there is warranty not guarantee of the vehicle. According to Warranty policy MSILs only obligation is to repair or replace at its sole discretion any part shown to be defective, with a new part or its equivalent at no cost to the owner for parts or labor. Therefore the question of replacement does not arise. For more clarification please refer to owners manual.
2. The Engine replacement is not required as only the engine valves have been damaged and one piston is affected by the same. Therefore there is no requirement of replacement of Engine, only the affected parts can be replaced.
3. The details of history mails sent by you are of last dated 17th Dec Which is approx 2 years ago. Hope the engine performance must have been good other wise you shall have mentioned the same in the other correspondence till Dec or even after that as you have visited the workshop for number of times for accidental repairs or any other repair in the workshop (as per the vehicle History available).
4. As explained to you, The vehicle is covered in Warranty for 2 years or 40000kms which ever is earlier. Since the mentioned vehicle is 4 years (approx) old (2006 Model). Since the vehicle is out of warranty, therefore we cannot extend the warranty on the vehicle by doing the said repairs under warranty.
5. As explained, Since you have been associated with MSIL, On a goodwill gesture for only enhancing customer relationship, We would request the dealer M/s ABT, Coimbatore to do the repair with minimum cost and pass on the maximum discount possible.
Once again regret for the inconvenience caused.
With Regards
Hashim Raza
Area Service Manager
Coimbatore
From: ramasamy ravicchandran [mailto: [email protected]]
Sent: Monday, December 20 7:28 PM
To: ROS1/Raza Hashim Yasir, L-12 (SSZ); HO/E/Webcontact, (CRM)
Subject: FW: Alto Vehicle making engine noise CRM:0031623
Dear Mr. Hashim,
Thank you for your efforts to resolve the issue. But please go through my mails and note that the engine noise and problem started way back in 2008 well with in the warranty period itself.
1.Mail on Oct 15 ngine problem vehicle stranded on road. Me and my family left the vehicle and took call taxi and went.
2.Mail on Oct 29 pick up problem
3.Mail 17 Dec Engine noise.
Upon your request as per the conversation I am furnishing the old copy of the mails and highlighting the engine complaint.
If you go through my records the problem started within the warranty period way back in 2008 at 12000 Kms itself which was not corrected until now. Hence mine is a genuine complaint and needs vehicle replacement. Please replace the faulty vehicle and give me brand new vehicle without any engine problem.
Regards,
R.Ravichandran
From: [email protected]
To: [email protected]
Subject: FW: Alto Vehicle making engine noise CRM:0031623
Date: Wed, 5 Aug 17:54:51 0530
Dear sir,
Please do not ignore the customer please reply back,
Regards,
R.Ravichandran
Date: Fri, 31 Jul 06:45:46 0000
To: contact@marut
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