I had purchased my Maruti car (Baleno VXI -- MH 43 R 572) from Spectra Motors Ghatkopar on November. During the Deliver of my Car the Sales Executive (M/S Meghna) did not give the delivery of my car nor did she attended to me. When I took the delivery, I saw a dent on my car at the left rear door and I informed the guy who gave the key regarding this, to which I was told that that was minor and can be taken care during the 1st service. I was with my family to take the delivery of the car and since i did not want to create a commotion, I took the delivery due the anxiety of my new car and the problem was not reported on the paper.
When I came for my 1st servicing and told the Service Manager to look into the dent as told by the sales people, I was told that it is chargeable and the whole door has to be re-painted. I lost my cool and called the sales executive (Meghna) and told her to look into this to which she said the dent on the door was not their reponsibility once the car has moved out of the showroom and i must have done the dent. To which I called the guy who gave me the delivery of the vehicle and he admitted that the dent was there during delivery and he has comitted to solving the same. The door was repainted.
After couple of months, I realised that there were bubbles on the paint and the same was reported to the service manager Spectra (Rajesh). I had a good relationship with Rajesh and he assured me that it would be taken care and to leave the car for 2 days to do the needful. Since i was working from Mon-Sat and used to drive to work daily, I was not in a position to leave my car for 2 - 3 days. I was told by Rajesh that whenever i had time to leave the car at Ghatkoper Service center.
Later on, I was told that since i stayed in Thane, I can go to Spectra Thane to do the needful. All this while, I was told that it would be taken care but as the days went, Rajesh quit, then Mathew, then Atul and now i am interacting with Vikas at Spectra Motors, Thane (Service Manager) who told me that the management has informed that they won’t re-paint the door as the warranty was only for 6 months. I had involved Amit dubey from Maruti and he was not able to help me in this cause. It been more then 8 months that I am interacting with Amit and Vikas and just 2 days back, I am told that they would not be able to do the needful.
I fail to understand firstly the quality issue of delivery of new cars to customers who in their anxiety of new car are duped into taking defective cars.
Secondly if an authorized showroom has done a paint job, how come such shoddy job is passed on to the customers under the disguise of quality service.
Thirdly, why does a customer have to bear the costs for inferior quality of work for a defective car delivered by a company “ Maruti Udyog Ltd.”
I think since now the company is being managed by Japanese such inferior quality services will be given to us.
I am very disappointed with the quality of service and customer support of Maruti Udyog. I would be forced to escalate matters to Consumer Forum and the press to highlight the discrimination of service levels in India by Maruti Udyog.
Hope that corrective action is taken by Maruti Udyog on time.
Regards
Glen Pinto
Mobile No. : 9820096687
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