Dear Mr. Narula,
I am still waiting for your response. Kindly revert back.
Thanks
Sanjeev Bhakhri
9910800280
SANJEEV BHAKHRI to pnarula, pankaj.narula, Sep 4 (2 days ago)
Dear Mr. Narula,
Greetings,
I hope you will take some time out to check the following message & the issue concerning the same. Kindly give us a word of advice to proceed further with faith in this regard. Its not the issue of money but a matter of responsibility & service standards. It could be normal for a customer to pay any amount for servicing of his vehicle but it surely becomes hard to regain faith after such incidents. Being in service industry I can understand the value of a customer for any business and take utmost care that any of my customer should not feel like cheated or ignored. You being a highly decorated professional on a responsible position can guide us for a right move. I am waiting for your kind words of advice, whatever it may be. Kindly look into the matter & ask your people to perform the required job if you feel its safe to proceed further with their expert services. Waiting in anticipation.
Hope to move on...
Sanjeev Bhakhri
9910800280
...
Dear Mr. Narula,
Greetings to you,
I hope you may be able to recall the content of our request sent to your office around a week back. As shared in prior communication, my car (Alto/ DL7C E 0807) was gone for a regular service check to Maruti sales & service, Naraina on 19/08. Mr. Sapan Kr. Sarkar was the advisor & Hasmat Ali was the mechanic assigned for the job. He checked the car inside out and also test drive the Car to check its functional condition. He found it fine and took the vehicle in his custody to perform the servicing job. At the time of car delivery (20/08/10) after the service, we found some trace of engine oil in coolant box and he (Mr. Sarkar) also found the same. It was all fine & clear before this service job performed. I told him to check if some problem is their or can arise in near future. He assured me that they had a thorough check of machinery and car will run fine. I was advised to come down for a check after 1000 km or one month, if needed. Just 4 days after getting my car back with their assurance(, 25/08/10), I have to stop midway due to heavy smoke & foul smell coming out of engine of car.
Now Mr. Gupta is trying to explain that Mr. Sarkar is a well experienced senior guy and an asset to their firm. What ever he had done was quite fine & as per company norms, there was no negligence on his part and whatever happened was an accident.
I can’t take his words as a Maruti customer. We are not giving our cars to road side quacks and don’t want to be treated like fools. We consider Maruti a customer centric company and expect it to take responsibility for its product & services.
As per our discussion during recent meetings, they (MSSPL) want me to pay around 23, 000/ for engine head replacement, but will try to wave off all the charges pertaining to labour, cleaning/washing, engine oil, coolant, AC check etc., for which they already charged me a week back.
My question was why should I (a customer) pay for any kind of damage/loss occurred due to negligence of Maruti service staff. I am also forced to bear cost of managing work without my vehicle for number of days. There was also a risk of loss/damage involved pertaining to material (Car, lap-top, stereo, mobile phones etc. kept in car) at the time of incident (Engine heat-up) along with possibility of injury/health hazard to riders.
Now even after meeting Mr. S.S. Gupta thrice, I am not convinced with his explanation & wish to have your expert guidance to regain faith.
I hope you will take some time out to check the matter and give us a word of advice to proceed further with faith in this regard. You being a highly decorated professional on a responsible position can guide us on right move. I will go by your words.
Thanks & regards
Sanjeev Bhakhri
9910800280
Trail mail attached :
- Show quoted text -
&&&&&&&&&&&&&&&&&&&&&&&&&&--
From: MSN/E/IHRS_Gupta Shyam Sunder, (MSN)
Sent: Monday, August 30 6:10 PM
To: 'SANJEEV BHAKHRI '
Subject: FW: Poor quality of service/support & resulting damage by Maruti Sales & Service (Delhi) Kindly check following details
Dear Mr. Sanjeev
Kindly refer to my telephonic conversation 3 days back when I had informed you that the cylinder head of your Alto vehicle needs to be replaced.
I had also informed you that the job required to be done on your vehicle is estimated to Rs.2 23, 000/-. I had also requested you to please give your consent so that we can go ahead to carry out this job. On this you had informed that you will call back to me, meanwhile we have received your attached e-mail.
We are still awaiting your consent to carry out this job. On receipt of your consent it will take 4-5 days to complete this job.
We stand committed towards our workmanship & also towards satisfactory performance of spare parts replaced for a reasonable period/kms.
We are however; ready to discuss the issue as per your convenience during your visit to MSSD.
Thanks and Regards
S.S.Gupta
9811466789
&&&&&&&&&&&&&&&&&&&&&&&&&&--
From: SANJEEV BHAKHRI [mailto: [email protected]]
Sent: Monday, August 30 2:59 PM
To: MSN/E/IHRS_Gupta Shyam Sunder, (MSN)
Cc: [email protected]
Subject: Fwd: Poor quality of service/support & resulting damage by Maruti Sales & Service (Delhi) Kindly check following details
Dear Mr. Gupta,
Greetings,
In reference to my last mail & communication exchanged in recent past, I would like to have explanation from you :
1) What's the status of job done on my car as per job card number JC10050091.
2) What will be the exact cost of job done?
3) How much time will it take for your team to perform this job responsibly.
4) What's the authenticity, guaranty or warranty for service & repair work done by your firm?
As a victim (customer on papers) I am still expecting you people to honestly take the responsibility for the job done and update me on same. I am managing my personal & professional work without my car from last one week. Its a pain & cost for me which should be born by Maruti sales & service (Naraina, Delhi) apart from cost of damage done to my car.
Kindly communicate through email/messenger as I am available on net and its not easy to understand technical language on phone. Moreover, some times I can't get through your voice on mobile due to poor signals or network congestion. If needed you can call me anytime on number given below (preferably after 06:30 pm).
Waiting for your quick or at least delayed response sometime.
Thanks & regards
Sanjeev Bhakhri
9910800280
&&&- Forwarded message &&&-
From: SANJEEV BHAKHRI
Date: Aug 27 11:56 AM
Subject: Poor quality of service/support & resulting damage by Maruti Sales & Service (Delhi) Kindly check following details
To: [email protected]
Subject: Poor quality of service/support & resulting damage by Maruti Sales & Service (Delhi) Kindly check following details :
REF: - Date: 20/08 (Delivery of vehicle)
Job Card No. : JC10049211 Date: 19/08, 11:36 AM
Reg. No. : DL7CE0807 Mileage : 63085
Modal: MARUTI Alto LX
Customer id: I 092828243
Chassis No. :326901 Service Type: Paid Service.
August 25
Maruti sales & service (Delhi)
Naraina Industrial area,
Kind attn: Mr. S.S. Gupta – Officer (Service)
Dear Mr. Gupta,
Greetings to you,
This is in reference to our meetings & communication exchanged during last three days regarding mishandling or tempering with my car machinery by your servicing staff, while my car was there at your service centre on 19 August to 20th August. As discussed, Pls go through and do the needful at earliest.
As you know, now days I am using services of Maruti Sales & service (Delhi), Naraina Indl area, Phase-1 for routine check-up & maintenance. My family is a subscriber of maintenance /repair services of your above mentioned outlet/station for three of our Maruti cars (2 Wagon R and 1 Alto).
My recent visit to this service centre was a horrible nightmare & can be a lesson for more than million of loyal Maruti customers. My car was running smooth before the last service done on 20/08/10. This time I paid Rs.4325 for normal check-up, along with change of engine oil, break oil & gear oil. Mr Sapan Kr. Sarkar was the service advisor & Hasmat Ali was the mechanic assigned for the job. At the time of car delivery (20/08/10) after the sevice, we found some trace of engine oil in coolant box and he (Mr. Sarkar) also found the same. It was all fine & clear before this service job performed. I told him to check if some problem is their or can arise in near future. He assured me that they had a thorough check of machinery and car will run fine. Although, I can come down for a check after 1000 km or one month, if needed.
Now just 4 days after getting my car back with their assurance (yesterday, 25/08/10), I have to stop midway due to heavy smoke & foul smell coming out of engine of car. I called Mr. Sarkar & his office several times for assistance at the time of this mishap, but of no use. Somehow, I managed to get a tow support from a friend’s car to reach the same service station again. Now they want me to pay between Rs.12, 000/ to 27, 000/ or even more, depending upon damage occurred (exact costing is not yet given). Moreover they don't have their mechanics available even today (26/08/10) to check the car. Now my vehicle is lying unattended at the mercy of Maruti service station staff (Maruti Sales & service (Delhi), Naraina Indt area, Phase-1) from last two days (with Job card number JC10050091). There was also some disparity in mileage mentioned on two job cards as compare to actual distance traveled by me in these four days.
My question is why should I (a customer) pay for any kind of damage/loss occurred due to negligence of Maruti service staff. Although I am also forced to bear cost of managing work without my vehicle for number of days. There was also a risk of loss/damage involved pertaining to material (Car, lap-top, stereo, mobile phones etc kept in car) at the time of incident (Engine heat-up) along with possibility of injury/health hazard to riders. I already mailed my comments through feedback form available at Maruti service station. Pls. check and acknowledge.
This e-mail is sent to you to make sure your valued customers are served better. We have a lot of Faith in Maruti and I believe my grievance is addressed at the earliest.
You can get in touch with me @ 9910800280
mail ID: [email protected]
Thanks & regards
Sanjeev Bhakhri
Chief manager - WESPL
9910800280
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