A copy of email to Maruti Udyog Limited:
KULVINDER SINGH
T-55 Vishnu Garden,
P.O. Tilak Nagar,
New Delhi-110018.
Ph. 9868040765
Ph. 9968241146
5/4 3:15:34 PM
DR. K.KUMAR
ADVISOR (ENGG.)
MARUTI UDYOG LIMITED,
PALAM GURGAON ROAD,
GURGAON –122 015 (HARYANA)
With reference to the Job Order No.0314885 dated 03/05 of MARUTI SALES & SERVICE (DELHI) through your Mr. A.S. Sidhu and Mr. Ajit.
I would like to say the following points: I handed over the key of my car to Mr. Ajit on 03/05 for the following service.
1. Changing the Engine oil.
2. Normal washing
3. And also cleaning of window glasses from where the film was removed by me.
Whereas your service engineers made so many points of his own in the job card just to show his concern and made an estimate of Rs.2545/- in actual and written as Rs.3000/- to safeguard himself and on my objecting he again took me in confidence and said do not worry it is an estimate only but your actual billing will be quite less say for Rs. 1400-1500/- only. On my objection of the points mentioned on the job card he again said do not worry about the point we have to write it just to show to our seniors that we are doing lots of jobs and he will take care unless and until it is required to change he will not do.
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The same and if required, he will inform me in advance and take my consent for its replacement and few of items I will get it done as FOC like pollution checking, though we are charging Rs.45/-, here we will not charge you any thing plus I can provide you discount on spares also and after taking me in confidence he took my signature on job card.
At 03.22.12pm on 03.05.2007 I received a phone call from Mr. Vijay from Maruti Sales & Service (Delhi). Phone No. 25792196 intimating me that my Car is ready for delivery and my total bill amount payable is Rs.1435/-.
I approached to your workshop at around 5.45 p.m. on 03/05 and Mr. Ajit asked that my car is ready for delivery and produced a bill for Rs.3, 000/- approx. I was shocked to see the bill produced by him and asked about the jobs done he flatly refused to accept anything rather showed me the estimated amount and my signature and rest he forget everything.
When I said that your Mr. Vijay conveyed me about total billing against my car was Rs.1435/- he smartly said that today fire broke out in our office and our complete computer system was burnt and wrong SMS were sent to the customers. When I said that I have not received any SMS rather he spoke to me, he changed his tone and said yes he has not charged the taxes. I failed to understand his reply and when I was inquiring about the jobs done by him he said you will not understand and you not a technical man.
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In the meanwhile your billing people left the office and Mr. Ajit refused to deliver the vehicle on that day. Actually I was planning to go out to celebrate the birth day of my daughter which was on 3rd May and I reached home without car my whole family was disappointed to see the same. I was told by Mr. Ajit to come in the morning for taking the vehicle after making the full payment.
When I asked for the necessary work which was supposed to do with my consent he flatly refused to take any consent rather very smartly said that my signatures are enough for them if you raise any objection. I noticed that most of the work was done rather made the heads like coolant was not changed gear oil was not seems to be changed as there was no defect in shifting the gears my vehicle was perfectly ok. The meter reading is 17391 kms. and It was agreed by your senior officials that there is no need of changing the gear oil etc before 20, 000 kms unless and until there is any problem.By this way I am very much disappointed. There is no defect in Maruti Technology but the service people are irritating the customer and forcing them to change the Brand. If the behavior of your service people is like this and infrastructure / system of changing the spares and charging exorbitantly the customers like this. I believe it will leave you far behind. There are so many your customers not saying anything if you do something wrong with them but they will definitely leave you. I do not feel that I can change the whole system of yours but there will be other people like me will definitely force you to think on the same lines.
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When on next day i.e. 04/05 at 8.45a.m. I again approached to take delivery of my vehicle I was again refused to deliver the car by saying that the billing people are not there and unless and until billing is done no body will deliver the car. I was ready to make the payment and close the chapter but nobody was there to take the cash. I requested the senior official present there he said if cashier is not there what can he do for me. Come on other day or otherwise speak to Ajit or Sidhu I can not do anything.
I spend some money on other transport also.
KULVINDER SINGH
Cc: Mr. Jagdish Khattar – with a request to kindly instruct the concerned to do Managing Director the needful at the earliest.
MARUTI UDYOG LIMITED
Regd. Office 11th Floor,
Jeevan Prakash Bldg.
25 Kasturba Gandhi Marg,
NEW DELHI.-110001.
Cc: Consumer Redressal Forum – complaint in duplicate along with relevant documents.
Cc: MRTP Commission - complaint in duplicate along with relevant Kota Annexe, Shah Jahan Road, documents. The everything is in the hands New Delhi.of the Company. When I was leaving the. Workshop the employees ware laughing at me as I was handicapped.
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