22 Feburary
Dear Mr. Mohit.
Thanks for your comfort after yesterdays evening sad episode for whole day, I regret that despite my effort I was not able to move the gigantic structure of your esteem organization, Maruti. However, I take this opportunity to brief you on the subject, though I have already explained the whole thing on phone.
I bought the first Maruti 800, Vehicle no: CHM 5521 in Feb. 1986 and is still with me. The second car was Esteem, Vehicle no: CHM-9889 in 1989, then having developed some trust in MARUTI, I bought Swift, veh. no: CH04F-6741 and all these vehicles were being serviced from Maruti dealerships till date. The last experience has been of complete frustration as despite my insistence of changing the Cyclender Head gasket, all your dealership experts have taken a very casual approach and put us in deep trouble.
The vehicle history is under:
After it was noticed that there are fumes coming from bonnet and the vehicle is heating up, the vehicle was taken to M/S Rohan Motors, Mathura road on 11/2 vide there Job Card no: JC 110117795 at KM: 98306 and Mr. Mohd. Anis Siddique attended the vehicle and changed the diesel pipe of injector. I insisted that vehicle should be kept running for at least half hour to detect if there is any reason of heating., like leakage from any hose due to temperature rising, especially coolant. Please check the history at your end and confirm, They put the coolant in the car and delivered the vehicle after 5 hours and assured there is absolutely no problem now. The vehicle was running in Delhi and it was noticed that some fumes are coming from bonnet, which they described as normal. as temperature was not rising so it was presumed to be OK. Since there were long weekend holidays, my son traveled to Chandigarh on Friday.the 18/2 at night. The vehicle was not driven much in Chandigarh and it was washed etc.
On Tuesday, they started from Chandigarh at 6.30 AM towards Delhi and stopped at Karnal for breakfast at 8.30. After breakfast they started again for their onward journey and found that the temperature is rising but has not gone to danger level, and it was taken to Karnal Motors at 9.30 AM vide job card no: JC11015710 dated 21/2, The Vehicle was thoroughly checked and done some repair and cleared the vehicle after Cash Memo no: BC-110123744, despite our request to check for any malfunction of the vehicle. However after their assurance the onward journey was undertaken. However, after 10 minutes the vehicle again started heating and vehicle was stopped and toe was arranged by us and the vehicle was toed to your dealership, M/S Harison Automobiles. There I personally checked that there was oil in the coolant and insisted though verbally to check the Head Gasket and replace the head gasket after phasing etc. I was aware that to do this job, the vehicle can not be delivered at least for another day. So I personally requested you, Mr. N.D Madan of karnal Dealer, and Panipat dealer to arrange the service vehicle. All advised that they have already talked to your head-office and something will be arranged shortly.By this time it was already 4.00 PM and we were told that the service vehicle cannot be arranged as vehicle has already covered more than 98, 000 KM and is not within the policy of the company. However, the Panipat dealer meanwhile advised that there is no need to change the Head Gasket as there is no drop in compression and they have checked with the ENGINE-SCAN and they are sure about it. We insisted on doing the test drive on Hi-way for at-least 15-20KM. While doing the test drive along with the service adviser, the vehicle got over heated and engine got seized. After the vehicle reached the dealership, the works manager did not allow the vehicle to be taken into workshop, without we give written consent for repair of vehicle with the estimate of Rs., 1.00 lacs.
Now the conclusion is as under:
1.The vehicle was not inspected properly despite our insistence at M/S Rohan Motors, Mathura Road on 11/2 and cleared after taking their charges. In case it was properly attended this problem would not have occurred.
2. When vehicle reported in Karnal dealership at 9.30 AM, for complaint, and if it would have been attended properly, the overheating would not have taken place.
3. The Panipat dealer should have accepted our diagnosis and done as was being advised and not insisted and misguided that they have checked the vehicle by SCANNING the vehicle and cleared the vehicle. I personally asked you at 4.00 PM, that is it possible for the HI-Scan to identify the condition of Cyclender Head Gasket without opening the head. You too said that if the compression is not dropping then gasket is OK.
It is amply clear to us that the fault clearly and squarely lie with you (Maruti) for dealing with the problem very shoddily and therefore the responsibility of getting the vehicle back on road worthy condition lies with MARUTI.
I would like your response on the issue with a request to give us the vehicle at the earliest i.e. within 2/3 days.
The photograph of vehicle on test drive by Panipat Dealer is attached. We also have video recording of the whole episode. If you desire we can send that too for your perusal please.
Regards
Dr. Rita Kaul/ B.B.Kaul
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kaulco1 .
11:12 AM (23 hours ago)
to ankur.kaul
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kaulco1 .
11:13 AM (23 hours ago)
to ankur.kaul
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Kaul, Ankur
12:22 PM (22 hours ago)
to me
The mail is good. However there are some more additions to be done.
I am also attaching the scanned images of 2 –Bills from Rohan Motors and Karnal Motors and a copy of Job Card of: Harison Motors where the car is stationed.
Pl see do we require to attach the scanned image or not.
Kindly keep Er. Prem Kumar – (Group Head Customer Service in cc). This guy was very rude and Harrased and humiliated me to the highest degree. He was saying that he would charge me for parking/handling charges per day incase I don’t counter sign on the Job Card. The same was communicated to Mohit Vasudeva aswell. So kindly mention that too.
Mail should be marked to Mohit Vasudeva and [email protected]
Put the below mentioned names in cc:
1. [email protected]
2. [email protected]
3. [email protected] – Rohan Motors
4. [email protected]
5. [email protected]
6. [email protected]
7. [email protected]
8. [email protected]
9. [email protected]
10. [email protected]
11. [email protected]
12. [email protected]
Also kindly log in to the mentioned link and submit complaint http://inconsumercomplaints.com/new_complaint/
From: kaulco1 . [mailto: [email protected]]
Sent: Wednesday, February 22 11:14 AM
To: Kaul, Ankur [GCG-AP_IND]
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Kaul, Ankur 12:31 PM (21 hours ago)
From: Kaul, Ankur [GCG-AP_IND] Sent: Wednesday, February 22 12:23 PM To...
kaulco1 . 12:50 PM (21 hours ago)
&&&- Forwarded message &&&- From: Kaul, Anku
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