Am not sure whether I can reproduce the complaint. Infact I will be much obliged if the complaint goes to the attention of Top Management of Maruti.
I have registered a complaint (followed by written & oral reminders) as under:-
From: [email protected]
Received: 3/27 9:02 PM
To: ATM Queue
Subject: Art of Customer Harassement - courtesy :- Spectra Motors, Borivali, Mumbai
Sir,
I am constrained to write this mail after repeated attempts to resolve the issue with Spectra motors at Borivali, Mumbai.
I had a very important personal commitment in procuring a Dzire before February end. I booked a Maruti Dzire (Zxi) Silky silver on or around 5th of January on the specific assurance from Spectra Motors that the vehicle will be delivered during the second week of February or at the latest by third week of February. Relying on their word, I booked the vehicle by paying Rs.50000/- towards booking amount. I have necessary records with me & Spectra is holding the application filled in by me along with the committed date of delivery.
There was no response either from Mr. Kamlesh (sales executive) or anyone else from Spectra till the end of February. I was held up during March 1st week & on my return to Mumbai I called Mr. Kamalesh. He said he will revert within a day, but even after 3 days nothing materialised. I again called him & this happened at least 4 times. Lastly he admitted that he is not in a position to honour his promise & diverted me to Mr. Siddhesh Marathe who is his Manager. Mr. Marathe said he will revert & after two days he called me and said that the vehicle will be dispatched from the plant by 23rd of March & he will intimate me the moment dispatch happens.
Till 25th there was no call & my repeated attempts to reach Mr. Marathe / Mr. Kamalesh did n't succeed.(they never responded to my calls.) Yesterday ie.on 26th of March, through the boardline somehow I managed to reach Mr. Marathe who was very casual in his approach & was evading my queries saying he is busy with other official work and that somebody else will call me within 10 minutes. As usual, nothing happened further.
My query to Maruti is what sort of customer service are you tallking about? Take this case. If it was not possible to deliver the vehicle by 2nd week of February, Spectra should have been transparent and outright to the customer.By misrepresenting & misleading the customer Spectra managed to grab my hard earned money of Rs.50000/- in their kitty and I had suffered humiliation and loss of reputation. Added to this Spectra started evading the customer. Is this not the worst of its kind that can happen to a customer who has reposed "trust" on the Company? Or is it that the element of "trust" is completely absent in their book? I think the higher management of Maruti is bound to clarify this to me if they follow the importance of values and have customer centric attitude.
My request to Maruti is to direct Spectra to deliver the vehicle before this month end, else please advise them to refund my booking amount with 18% interest from dt.of booking till realisation. Further I would request Maruti to get the said vehicle delivered through some other reputed dealer as soon as possible without further harassing the customer.
Just for your information... I would like to state that currently I am owning a Zen and on my transfer to Mumbai, I approached the above Spectra service centre for servicing the vehicle. There also I had a bad experience which I did n't escalate as I was expecting my dream car called "Dzire".
Currently my "Ultimate Desire" is to get speedy delivery of "Dzire" without hassles. Kindly help.
Regards,
Salil
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