TO WHOM SOEVER IT MAY CONCERN
I hope you are blessed with good health!
I would like to bring to your notice a chain of bad services given to me by Maruti Suzuki, a sheer winner in it's field, while purchasing my first car (Maruti Swift ZXI Petrol). The chain of bad services ignited when I applied for a car loan at Fortpoint (Matunga, Mumbai) and booked my car with them. Unfortunately, you guys lost one of my original documents (Electricity Bill) while processing my car loan application. However, I did receive my car on 22nd September (I must thank the guys at Fortpoint who helped me get my car at the earliest), and then we received our car number MH-01-AV-826.
Me and my family was very happy with the car's performance and thankful to Maruti Suzuki for making our investment worth as we do not come from a background where buying car is just a month's decision. We took more than a year to conclude our decision by buying a Swift.
After 15days, we received a call from your Fortpoint branch regarding my RC book. When we took the RC book to the branch people, I was underwhelmed to know that there is a mistake in the address section. The reason for my dissatisfaction was not because of the error, but to know that the branch people didn't take any action on the error I brought to their attention at the time of receiving my car. I don't know about you Sir, but I'm shocked to know that till date there's no action taken on this matter. Is this what Maruti Suzuki defines a 'Customer Service'?
My trust in Maruti Suzuki vanished when the next incident took place. Soon my car was scheduled for it's first service (as we had crossed 1000 kms). We decided to send our car to Vitesse service center (Prabhadevi, Mumbai) it is a brand which I have heard of since my childhood days (I still remember their baseline - If it's Maruti, it has to be Vitesse), but I was not aware about the storm of dissatisfaction this decision would bring along. When my cousin received the car after servicing, he noticed that almost 5 litres of petrol was missing. However, as this was a negligible point, we decided to not think over it. But a few days later, we were on our drive to Borivali from Peddar Road, and our car's A.C. stopped working. We immediately called the on road service people. The service guy came almost after 3 hours and what he noticed was something which made me angry; he said there's no coolant in my car. How is this possible, just over a month old car and there's no coolant. However, he was just checking the engine of my car and my uncle noticed something leaking, which made the On-Road service gentleman check the engine again. And guess what the result was? The gentleman said our coolent horse pipe was broken. This just added to my list of disappointments. He then advised us to tow the car back home, which we did.
The very next day, a gentleman from Vitesse (Prabhadevi, Mumbai) visited our house and fixed the pipe. He then went for a test-drive and noticed that there was some start-up problem. He said that the problem is a minor one and will require some computerized checking, which will help the engineer recover the car's initial state. The most disappointing situation is this, I gave my car to Vitesse, Maruti's authorized service centre (Prabhadevi, Mumbai), on 4th November and till date the engineer's are just adding problems to the list.
I would like to know that if a problem is minor, why Vitesse engineers, in my view, one of the good engineers in the country, are still not able to locate all the problems, and still not willing to give us a final date by which we can collect our car.
I regret to end my conversation by writing this - Maruti Suzuki made my first experience, a last one with them.
REGARDS
JAGDISH WAGHELA
ADMINISTRATION DEPARTMENT
ADMIN ASST
ABG GROUP
mobile no 9867623836
off no: 02266563000
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