Sir,
i had purchased a car from PRATHAM Motors, bangalore, whitefield, on march model ALTO, LXI. the car was being serviced OK, and many a time, i have ensured that proper complaint was recorded by way of FEEDBACK FORM, which PRATHAM motors was regularly issuing along with the bill after service. I have been very judiciously following on this and have everytime ensured my honest comments and compliments were recorded in the FEEDBACK FORM and sent by SELF POST cover provided by PRATHAM..
my last service was very very bad experienced.. my kms run was 39500 and for some insurance claim i had approached the service department and the car was kept for inspection and due claims for insurance. During this period, i was informed that my paid service was due and since i have almost crossed 40, 000 kms, it would be very prudent for me to get the 40, 000 kms service done, which means all overhauling done on payment... i eventually agreed thinking their professionalism was to be adhered to.
within a day of having got the insurance claim done, the service advisor called me up and said that since i have covered 39500kms, it would be beneficial for me to get the full service done as is required for 40000kms run. i eventually agreed considering their expertise and heeded his advice and said ok.
what followed proved me very costly. the service advisor told me that since it is 40000kms service every thing has to be overhaulded and that the cost will be approx 6000 and later he added that since its almost 3 years over, it wud be to my benefit to get the underchassis coated with teflon.. which i agreed to. within one day of this advise, he promptly called up to me and said vehicle was ready after service (within 24 hours time,???). i was a bit puzzled but felt that their expertise need not be questioned.. eventually, the advisor said my bill was around 8000 and sent an sms to that effect...
i requested that i need a days time to arrange the fund and come to pay to take delivery of the car. next day i went armed with around 10k to cover the bill that was approx 8000 . to my surprise, first the insurance guy who had done the claim approached me with a bill of 11000 and asked me to pay the bill before he showed me the car. I was taken aback and somehow through my debit card managed to cough up 11000 so that i can take the car.
to my utter surprise, the car was brought to me from inside the service station well after an hour.. and when i checked the car, i did not find anything special in the outer or inner.. it was as dirty as i had left it... i suspected something wrong and called up the AGM to inform him of my displeasure.. and asked him to cross check why and for wat accounting should i pay 1000 . he explained me that the 40000kms service required complete overhaul of the engine, oil etc... further, since i had agreed for an underchasis teflon paint, i had to pay around 2500 for it.. and the outer teflon coating would also cost me around 2000 .hence totally to 11000 ..
When i brought to the AGM notice of the car condition, and that their was no teflon coating done in the outer.. he partially agreed and questioned the lady in charge about it and she was not in a position to convince or him about the coating. i realised i have been taken for a ride and protested.. to this the AGM, instantly agreed that he will reduce 1000/- as i was not satisfied.. i reluctantly agreed and he repaid back 1000 from the accounts.
this led me to the doubt that the car was not cleaned properly, and was very much doubtful of the service of the 40000kms service.. which has costed me around 8 k.
eventually i took possession of the car as i have paid the full bill. and as is their practice with pratham, they gave me the bill and along with it the FEEDBACK FORM.
i took my car not much satisfied... and with 2 days.. i made out my feedback service failure as per the form and promptly posted it as their was the prepaid cover along with the form.
until 18 of september, their was no response to my FEEDBACK FORM. and i eventually sent an email to PRATHAM motors, indicating my displeasure of the service offered on payment... promptly after 4 days i.e.on 22nd september, a person called up saying he is the GM of pratham motors and that he had called up to enquire about my complaint... and requested me to come over to pratham to address my grievance. when i enquired abt the status of my FEEDBACK FORM, he feigned ignorance of this saying i might not have posted it or something like that. i protested saying it was a complaint i cannot afford to forget or ignore... and that i have very promptly posted it immediately after the service delivery. i again sent a mail to this effect detailing my protest.
surprisingly i got a mail from the CEO, mr. bhasin, . who said he was a bit pained with my allegation about the bad service.. i had used the word cheating... and working like government babus... he said that the AGM AND GM of pratham motors will be addressing my complaint and that i need to get it cleared of all grievances... when i said the purpose of the FEEDBACK FORM has not served, and that i plan to inform MARUTI SUZUKI, about this bad serviceline of the dealer.. he immediately responded that he does not bother, wherever i complain and that if i so wished, i cud get my car reserviced or grievances heard by the GM / AGM.. and if i do not agree, i am free to go to any other dealer i choose fit..
Imagine, this coming from an CEO, of pratham motors, left me completely baffled and to this day i am really surprised how MARUTI SUZUKI can service its valuable customers with such DEALERS, who care a damn for service satisfaction...???
pls highlight this incidence and find me an answer if u can...
best subramanian
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