I have took a FIAT Stile Multijet SDX from prerana motors, Bangalore on June 25th I was very happy that I am a proud owner of FIAT car, I was impressed with its new looks, interiors, space in the car and the Rock solid body all went smoothly till I have met with an accident on 17th October near Ananthapur, Andhra Pradesh while I was heading towards Hyderabad. As the vehicle was not in a condition to drive I approached TATA Motors dealer in Ananthapur. They refused to take the vehicle because they do not have expertise in handling FIAT motors. TATA even denied taking the responsibility to shift the vehicle where they have expertise.
During the time of purchase of vehicle it has been intimated to me that I can take my FIAT vehicle to any TATA motors dealer for servicing or for any type of issues with the car but in reality it is not true. It is shocking to hear that only in metros FIAT car is serviced or repaired.
I have requested the local dealer and one of its representatives has obliged my request and agreed to keep the car till Prerana collects it for shifting the vehicle to its service center in Bangalore and intimated me that it will take 15 days for them to repair the vehicle because of lack of parts for which I have agreed
I was following up with prerana regularly and got an update after 25 days that they are yet to receive the parts as such the Vehicle is left unattended. I was surprised to hear that still my car was not touched for repairing and it was left unattended. The reason being the Lack of parts because of SAP upgradation at FIAT and Prerana motors bluntly asked me to contact TATA as they are helpless here.
On 11th November I spoke to one senior Executive of TATA Motors and updated him about the issue he said that he will duly look into it and help me in getting my vehicle at the earliest, but the earliest is yet to come.
On 12th of November I have got a call from TATA motors and updated me that they have dispatched the parts to Prerana. He has also updated that one part was not available, but I need not worry about it as they were locally procuring it from another dealer and Prerana should take another 4 days for repairing the vehicle. Finally as per TATA representative I will receive the car not later than 20th of November and suggested me to contact Prerana Motors further.
I waited patiently and as there were no updates either from Prerana or TATA motors, I tried reaching Prerana relationship manager and body shop manager but it vain. Many times they do not answer the call or do not return the calls. This is a pathetic customer service from Prerana Motors. After waiting for few more days, I have got an update that they have started repairing my vehicle. To my surprise, again prerana has updated me later that they have received most of the parts but for 2 parts because of which they have not started working on my car, as TATA is not sending the parts.
I was frustrated with this kind of treatment and have sent an email to TATA rep on 24th November expressing my frustration and dissatisfaction CCing TATA top management. Today is December 2nd and I haven’t got any reply / Acknowledgement to my email.
TATA and its dealers provided to me false information by stating that I can take to any TATA motors authorized showroom which was a white lie or a marketing prank which they have played. If the TATA motors ananthapur dealer do not have the expertise I felt that TATA should own the responsibility to deliver the vehicle to the service center where they have Expertise.
During my conversation I have heard various reasons for not repairing my car were from TATA and Prerana are SAP Upgradation at FIAT, System Integration between FIAT and TATA, No Stock of Parts at TATA, FIAT not sending the parts, delay was because of Diwali festival and prerana has also mentioned that they have 2 other cars which are waiting for over a month and mine is 3rd in line.
Who cares if FIAT is upgrading to SAP or TATA and FIAT system integration if they are customer focused company they will not make me to wait till their activity is completed.
I am not sure what kind of stock management they do at Prerana / TATA / FIAT wherehouses. Till today neither prerana nor TATA-FIAT has shown any concern or responsibility towards my car. I had to pitch in and yell at both the parties for sending the parts and to repair my car, but in vain nothing happened till today. It is purely a step motherly treatment towards FIAT cars by TATA and its dealers. My car is left unattended as an orphaned car.
During this 45 plus days I was in great mental trauma I have spent lot of sleepless nights I am totally frustrated with this kind of step motherly treatment towards FIAT cars I have lately realized that I have done a mistake by buying FIAT car.
I think TATA have entered into a relationship with FIAT to use FIAT’s network in Europe to promote TATA Cars and FIAT technology for promoting TATA diesel cars in India and they do not require the FIAT customers as FIAT customers are overhead for TATA. This TATA is no different from Sundaram Motors. TATA doesn’t have the professionalism of an MNC it has exhibited its stupid mentality of a small time Indian business man without customer Focus
With this entire episode I have lost the trust with TATA-FIAT relationship and Prerana Motors. I would suggest NOT BUYING FIAT cars because of bad experience which I am still facing. I feel pity for the FIAT car, a good car with a bad service network.
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