From Dt: 6th Dec
D.Jeevan kumar
Flat No: 94, Ist floor
Vivekananda Colony,
Tangella Mudi Vari Street,
Autonagar, Vijayawada – 007
Ph: 91 9290407456
To,
The Board of Directors
Mr. R.C. Bhargava
Chairman
Mr. Shinzo Nakanishi
Managing Director and CEO
Mr. Manvinder Singh Banga
Director
Mr. Amal Ganguli
Director
Mr. D.S. Brar
Director
Mr. Keiichi Asai
Director
Mr. Osamu Suzuki
Director
Mr. Shuji Oishi
Director
Ms. Pallavi Shroff
Director
Mr. Kenichi Ayukawa
Director
Mr. Tsuneo Ohashi
Director and Managing Executive Officer (Production)
M/s. Maruti Suzuki India Limited-New Delhi.
Esteemed Sir,
TOOLS ARE GOOD BUT CARPENTERS ARE BAD
JUSTICE DELAYED IS JUSTICE DENIED
“Maruti Suzuki – Count on Us” – On what basis?
I have placed my new vehicle for 2nd free service with your Old Authorized Dealer M/s. The Mithra Agencies, Automobile Division, workshop located at Labbipet, Vijayawada for general checkup on 5/12 keeping in view that the same can be utilized for my family hospital purpose in good condition on 6/12. but surprisingly on 6/12 when I went to take delivery of my vehicle on 6/12, I found my vehicle in severely damaged condition and that too placed some where carelessly where the damaged scrap was lying in open and the glasses were in open condition and in unlocked condition, it is better to say in abonded condition. The reasons for the severe damages to my vehicle were not known and that too they have started blackmailing and putting political pressure on me including threatening my life regarding the vehicle issue. I never thought that an esteemed manufacturer like Maruti Suzuki will ever give dealer ship to such nonsense characters in way of treating the customer & handling the vehicles in a rude manner.
To the best of my knowledge they are not fit to further proceed as an AD for a reputed company like yours, since your company logo says count on us. More over the same family members are having another Authorised dealership in the name and style of M/s. Radha Madhav Toyota Automobiles Pvt Ltd, Dealers for Toyota cars in Vijayawada as against which they are being charge sheeted by the CBI for all types of malpractices / scam to earn money by illegal ways. Which clearly indicates the integrity of their family members. As I have counted on you and your goodwill in the market, I have opted for a new alto LXi. Even though majority of my friends are having /suggested Hyundai vehicles. But the same promise was not kept/ maintained/ fulfilled by your rude AD, who does not posses any Authorised dealer ship qualities at all. I am psychologically and mentally depressed by seeing my vehicle in a such worst condition and ill treating the customer and putting all types of political pressures along with threat to my life, for which I felt very sorry and thought that natural justice can be done to me only by the manufacturer level and not through the foresaid AD, who does not even know how to talk with a customer and respect his sentiments. Purely commercialism will not play a major role in the business, hospitality and after sales service are the key roles for a product to withstanding the local competitive market of similar segment. This type of bad service and ill treating the customer is an advantage for the Hyundai dealers, which is feather in their cap for which the dealer like Mithra agencies are supporting them
More over my earlier bad experience with the subject AD is that, I have placed my vehicle at your authorized dealer M/s. The Mithra Agencies for first free service and to my surprise when I went to take the serviced vehicle I observed deep scratches on the body shell painting through out the vehicle (Which was not noticed by the persons of AD, until I have informed them about it), which clearly indicates the mis management by the authorized dealer and lack of quality and trained persons with your Authorized dealer. However the concerned works manager of the AD has orally promised that they will attend necessary painting / Teflon coating in 2nd free service. Moreover I was a shamed by friends and relatives by seeing my new car with deep scratches and that too at a responsible workshop. Till now the promise was not full filled and kept on dragging for reasons not known. On this first issue only I felt very bad both mentally and psychologically to a drastic extent.
• Customer Sentiment, Customer grievances dealt with very ease and non adoptable measures. Thereby the integrity of the brand name is at high risk
• Why do customers prefer new vehicles instead of repaired / aligned / used vehicles other than M.A.S.S.? The first priority is regarding safety and goodwill of the customer against the manufacturer, towards high quality and performance. For the cost of a one new vehicle here locally we can get 2 vehicles which need not to be explained to you.
• Un Qualified and Un Skilled Workers attending customer’s valuable Vehicles. The most crucial point in the present case is vehicles are being attended by daily & casual labour available on the streets.
• Hospitality, taking undue advantage
• Standby vehicle- When I insisted for a standby vehicle it was rejected out rightly.
• Factory fitted original alignment vs. locally available semiskilled / without any proper equipment and knowledge.
Continues monitoring of quality service and attending customer grievances with highest level of integrity by the manufacturers is the basic / gross root problem in the present case which went wrong. If strict measures were applied this could not have been happened. Hence the manufacturers are held 100 % responsible / liable for my huge loss, sentiment and mental agony for which I require new vehicle instead of my existing vehicle under the contract act along with additionally incurred expenses of Rs.2, 000 per day & Rs.5, 00, 000 against my mental agony from the date of placing my vehicle for 2nd service till the date of settlement of my issue on highest priority basis failing which I will be constrained to approach necessary court of law for natural justice and relief including consumer forum for delay in services.
Details of the vehicle
Regd No of the Vehicle: AP 16 BK 0808
Model: Maruti Alto LXI
Chassis No & Engine No: MA3EYD81S01180388E8 & F8DN3532931
Colour: Pearl Silver
Date of Delivery of the vehicle : 30/05
Details of Job Cards
Job Card No of 2nd Free Service: JC08010100
Date of service given for : 05/12
Job Card No of 1st Free Service: JC08003698
Date of service given for : 26/6
(D. Jeevan Kumar)
Cc to: M/s. The Mithra Agencies, Automobile Division, Vijayawada
M/s. Varun Motors Pvt Ltd, Vijayawada.
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