Maruti Swift Dzire
Fraud - Delay - Nexus

Dear Mr. Nakanishi,

Greetings.

This mail is from a loyal maruti customer of over 20 years and now a disgruntled one.

I am another customer who booked a DZire with one of your esteemed dealers at Gurgaon.

The date i booked DZire VDi was April 04. I was told that the vehicle will take at the maximum of a month to reach me.

It has well been beyond a month. The entire amount has been credited by the bank to the dealer. There is absolutely no confirmation on when the car will be delivered. The prestigious awards that you claim to win year on year are nothing but a flash of hoax. I am totally convinced. Afterall, you have been in business for countably long years and predicting supply-demand and maintaining a good SCM should be your key competency.

One Mr. Nitish (allegedly Zonal Manager- North India) has issued a statement at http://inconsumercomplaints.com/complaints/maruti-swift-dzire-c42203.html

The first incident of 'fraud' surfaced when i evaluated the car via multiple dealers to get the exact on-road-know-how.

The Batras @ Faridabad asked for a Rs. 25, 000 premium to deliver the car in flat 10 days. Funnily, they were willing to negotiate. The Vipuls @ Faridabad told me on March 27 that they had received 113 booking by that evening. Two days and 113 booking in Faridabad alone is a huge number. I hope you are in sync with me on this. The current dealer proudly printed on my booking documents that the delivery date was non commital.

In the growing economy where the customer decides the fate of any corporate, i fail to understand how does Maruti manage to sideline the same. Moreso, win awards to add to the agony.

Now imagine the scenario wherein, because of your known (your dealers included) practises, the media is involved with a bunch of consumer forum complaints (http://dzireproblems.blogspot.com/), would you then be able to correct your image in the market?

Would you be able to face the emarassment if the court asked you to publicly share the delivery timelines of the vehicles and the same applied to your dealers? Would your efficient dealer managers be able to answer phone calls then?

I believe you follow multiple 'scientific' methods in your production and dealer management viz. SAP / ISO 9001:2000 / TS 16949 : 2002etc.

If your performance is so pathetic that you cannot meet the demands, should you not be stripped off your certificates for the above. Ofcourse SAP system remains your Enterprise Planning tool, if any. I am forced to believe that the Sales Managers have been planning using Excel sheets as to how they can create a fraudulent requirement sheet to cheat the customers and help the Maruti Dealerships earn money.

Why does an exhaustive system like SAP not offer you a small portal link that enables users to track their car bookings via the booking number. You sell probably 100000 cars / year (approximated fig). Airlines sell as many tickets in one month or less. They are able to do it.

Where is the transparency that any customer expects of you?

My humble request to you is to get involved NOW. Talk to customers, tell them when they will get returns for their money and why you are still best while being a Desi company. Incentivise them for being loyalists. Pay their interest money, its their right.

You may definitely choose not to respond or respond in a way that doesnt describe the tangible gains.

Its purely your perogerative now.

Thanks and Kind Regards

Company: Maruti Swift Dzire
Country: India

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