It was my 4th visit to this workshop - Shiva Car in Sahibabad. As usual i gave my car for service early morning at 9-30 or 10am on 29th Aug, saturday and after the briefing to service advisor - Mr. Hari Kishore i was promised delivery of the serviced car at 5 pm sharp in the evening. To my surprise when i went to fetch my car i saw the wind screen (front) cracked near the wipers and it was a pretty big crack which anybody could notice easily. I immediately informed the above mentioned advisor and rest of the people of the workshop around him. They all ran to the car and accepted that the crack has developed and there was no mention of the same crack in the job sheet handed over to me in the morning. I obviously asked them to replace the cracked one with a new windscreen without charging me anything as the crack definitely had developed during the day when the car was with the workshop. In reply to this they said that some guy called Sanjay who will approve this change of windscreen will come on next day (sunday) at 9 am sharp and then we can proceed. I left the car at the workshop and went home. Next day from 9 am till 11 am there were 3 calls from the workshop from different people asking me to take a claim from my insurance company to get this done because supposedly there was already a small crack or spot on the windscreen and our service advisor couldnt notice the same while preparing the job sheet. I got furious at this and straightaway denied them the option of me approaching the insurance for a claim. Now uptill 2 pm on Sunday nobody called up from the workshop to apprise me of the developments about the job at hand. And when i called them back they said that the car has not been even touched, forget replacement of the windscreen since the morning as the so called approver sanjay hasnt turned up to the workshop today. I gave them options of taking the approval over the phone or email as it is their internal matter and the customer shouldnt get affected by some one not turning up on a particular day. Unfortunately as it had to be, my car was left lying without anything being done for full day sunday because of the above stated reason. Next morning I went to meet sanjay BACAUSE HE HAD COME TO OFFICE TODAY AND THE WHOLE DAY BEFORE HAD BEEN WASTED. Then sanjay spills the beans and asks for a 50-50 sharing on the cost which would come on replacement. I was totally shocked to get this angle now because i had expected a very pleasing and gentleman-ish behaviour because only due of him the car had entered a 3rd day stay at the workshop. Instead what i got was a very rude and boorish behaviour from him. He finally APPROVED the case when he saw that none of his weapons are holding fire against me. When the total fault and negligence was from the workshop's side this was the experience for me. People trying to prove without any proof that the windscreen had cracks before hand only and the stuff.
Than in a fit of rage sanjay threw the papers (job sheet etc) on the face of a service advisor asking him to get a debit note issued and get the windscreen changed and making me feel as if he has given me an undue favor.
Again when i went to fetch my car on monday, 5 pm sharp after taking an off from my office just for this, i saw bubbles (around 10-12) on the passenger side of the new windscreen fitted. I was astonished as the area which these people should have put maximum focus on had been left off YET AGAIN. Again another advisor named dhawal comes and tells me that i should now come on tuesday and get my car ready. Finally i have got my car yesterday (tuesday on 1st september) after 4 days with a windscreen which is doing thankfully fine. They have now broken the AC control knob (one) and i was so irritated that i didnt even ask for the same. instead i just drove off in my car. And i have very much in mind that my primary job of servicing was over on saturday itself but the rest 3 days were taken just to make up for something which was pure negligence and insufficiency in providing the service by the workshop people. People like sanjay who are so out of their mind that they forget the basics of service industry norms and how to treat your repeat customer whose not just pride but huge emotions are also attached with car like Scorpio. Certainly if you can make him read this mail, tell him that i can even today, without revising my MBA school marketing lessons, teach him good things about the same. As a result of all what happened above of course i am putting the case in front of the consumer court for a redressal of my emotional and physical harassment which will make him come to the court and answer what he couldnt in front of me. Then maybe Mahindra and its service employees can learn what kind of harassment one undergoes in getting a job done where in not an iota of fault remains with the customer. The same guys when i asked didnt give me the details like email ids and phone nos. of GM or the people whom i at least can expect to listen to my complaint. Pl give me the same if anyone is really reading this.
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