Dear Sir,
This to draw your kind attention to the fact that I became the owner of a Chevrolet UVA-LS vehicle on 10th February by virtue of which became a part of the GM customer family. However, I would like to lay down the following facts for your information which have affected me adversely and for which I am suffering considerable stress :
I purchased the above-mentioned vehicle from M/s Pashupati Traders, your Dealer in Dibrugarh, Assam and went to the said Dealership on 10th February ’08 to collect delivery of the vehicle. I had made part payment of Rs.370000/- (including Rs.50000/ as initial booking amount) for the vehicle by 9th February’08 and the remainder including registration charges at the time of taking delivery on 10th February’08. I also obtained insurance for the vehicle through the tie-up arrangement that your Dealer has, on that very day itself.
After clearing all necessary paper work and getting the accessories fitted for which I paid there and then itself, I took delivery of the vehicle and left the Dealership at around 4: 30 PM. On leaving, I fuelled the car with 10 litres of fuel (Petrol) and left for my residence which is at a separate town called Tinsukia, 50 Kms away. I was driving by myself and was traveling with my two young children, aged 8 and 3 years, and a maid. It was getting dark as I left Dibrugarh as we stopped to buy some sweets on the way to celebrate our new purchase. The weather was also gloomy as it has been raining incessantly in these parts since the last few days. As I entered Tinsukia, the car seemed to be losing pick-up although I was moving at a relatively slow pace considering traffic on the road. The car stalled and when I stopped and changed gear to 1st, the car again moved forward only to stall once again a few yards ahead. This continued till I reached home by when, the Check light on the instruments panel flashed on. I was terribly worried as the engine also seemed to heat up and as it was dark and I was with two young children I did not want to be held up anywhere. My only thought was to reach home safely. In the meantime, the check light was still on and I knew something was wrong as I was told while taking delivery that this was an indication of some problem. As soon as I reached home somehow and put the car away in the garage, I called up one of the sales persons of the Dealership, Mr. Ujjwal Borthakur, and informed him about the problem. He told me that he would inform the service people and advised me to start the engine again in the morning and drive, as it may have been a temporary problem initially.
This morning, i.e.11th February’08, I turned on the ignition and started the engine once again and found the check light still on. I opened the bonnet and found the engine very hot. Being worried I called up Mr. Borthakur once again and was told that a mechanic would be sent or else I would have to take the vehicle to Dibrugarh. I told him that I would not be able to drive the car to Dibrugarh as the problem of stalling of the vehicle may occur again and it would be too risky to drive 50 Kms to the Dealership. Instead, as we have another vehicle at home, I sent my Driver with the same and asked the Dealership personnel to send the mechanic in my vehicle to Tinsukia to have a look at the problem. The mechanic arrived, had a look and told me that the problem could be that of a sensor not working and that he would take the car to Dibrugarh. I handed over the keys and let him take the car although I asked him if there would be any problems enroute like the previous evening. He said that it would be OK. Around 12 noon the car was taken to Dibrugarh by the said mechanic. I called up the Dealership again at around 4:30 PM to check if the vehicle had reached and was told that it had. I was also informed during one of my various calls to the Dealership that a
Service Engineer from the Company would be coming to Dibrugarh the following day i.e.12th February’08 and he would have a look at the problem. I told them that I would like to meet the Engineer, as I was very worried about the new vehicle being problematic.
You would appreciate that I, as a new customer of your valued Company, am extremely worried about the vehicle that I have purchased. At the moment I am alone out here as my husband is out of the country and will be away for a year or so. Therefore, I have had to organize the procurement of the new vehicle by myself and having had to make arrangements all on my own. I am a working woman and extremely busy at work and with two young children to take care of, am already under considerable stress. To add to my share of worries and problems, the procurement of this new car has further compounded my problems, as I am very worried. You can well imagine my tension since last evening when I drove the new car and it started giving problems before even reaching my residence. Although I am not aware of the nature of the problem and that maybe it could be resolved easily, I am really worried and also feeling upset that a new car which was bought with so much excitement could throw up a problem on the very day of delivery itself. I have even started wondering if I made a right choice of opting for a Chevrolet vehicle. In the past between my husband and me, we have been the owners of vehicles of various makes like Maruti Suzuki, Ford,
Tata, etc. but have never faced any problems of any kind with engine or otherwise especially on the very day of purchasing a vehicle. To add to my concern is the fact that I travel extensively by road in my job and I am worried that now that this vehicle has given me a problem on the very day I have bought it, how can I be assured that it would not throw up problems during my tours when I am traveling and am on my own. I would be quite anxious all the time that there may be some defect in the vehicle and that it would let me down when I am traveling at work. Considering the nature of my work, I am quite dependent on a reliable vehicle and now I am not sure if this Chevrolet UVA would be dependable.
I have expressed my concerns which I am sure you would understand and hope you would take due cognizance of the fact that I am very upset and worried. I hope to also receive some reply from you addressing my concern. Today when quality is paramount in any business, a defect/problem does raise doubts about quality as you would very well understand being in the business yourself.
I hope, once again, my issue or complaint is redressed at the earliest and my genuine concerns about the quality and performance of this new vehicle are assuaged at the earliest satisfactorily.
Thanking you,
Chandrima Sarmah
Indian Oil Corporation Ltd.
(Assam Oil Division)
Tinsukia - 786125
Assam
Tel : 09435035494 (M)/ 0374 2334541 (O)
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