Mr. Pankaj Narula
Chief General Manager (Service)
Palam Gurgaon Road
Gurgaon-122015 (Haryana)
I want to share my experience about changing pattern of behavior and attitude of staff and customer services at MSSD Naraina. Our family has 4 different Maruti Models which have always been serviced at MSSD .On 11th July I had given my Wagon R for routine annual service along with renewal of insurance (Job No.0384500). I had to call the Service station twice at 5.15 P.M.(Promised timings were 5 P.M.) to check readiness as I had not recd. any SMS. I was told to come at 6.30 P.M. On reaching I had to literally ask everybody about status of readiness. Nobody was interested as they busy closing their day and reception people had left. I was curtly told that it was Mr. Sarkar who would know. When I asked his mobile number I was told that neither did they have it nor there was any use as his mobile was switched off.(Clearly conflicting statements) I had no option but to go around the whole complex looking for the gentleman. I couldn't. I came back to the Front Desk and confronted the uncooperative gentleman about his discourteous approach. Seeing no redressal, I shouted asking the reasons and that I would put in a complaint, asking his credentials, since he was not carrying any name plate. He scribbled his name as S.K. Sikka, a fair plump aged around 25 yrs. with glasses. He commented that he was working as CASUAL and was FRUSTATED . I wonder why such people are made to sit at Front Desk to malign a company which is spending a major chunk of earning for customer satisfaction.
This incidence was brought to the knowledge of Mr. Sarkar for necessary action
Next jolt was that at the time of payment I was told that I had to pay Rs 13025/- as cash as Credit card facility was closed. Fortunately I was carrying my Cheque book and I paid thru cheque.
Another jolt I was told that since Mr. Rajiv had left Insurance cheque could not be accepted.
You will find it unpalatable but I would like that such incidences are investigated so that image of company is not tarnished by few undesirable elements.
My next car (DL 9 C K 6089) insurance and annual service is due in August 09 would like an action taken report against this complaint before that so that I could go with little ease next time.
Dr LALIT DANG
R-811 New Rajinder Nagar
New Delhi-110060
9868123603
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