Note - This is an experience that started in 2008 mid and continuing into 2009 and not ending yet...
I had a very bad interaction with Nandi Toyotaat Bangalore... I used to drive a Hyundai Santro. However, with my family becoming bigger - I wanted to go for a bigger and a better car - and decided
to go for an Innova - 8 seater. I worked with Nandi Toypota at Bangalore for my options. However, the expereience of buying the Toyota from Nandi Toyota was far from what I was looking far. On the contrary, I am now in a situation, where I am quite disappointed and dissatisfied with the whole experience.
During my discussions with Nandi Toyota, I was made aware that I am not allowed to purchase an 8 seater Innova as part of Company Lease program. Hence, when I wasnt sure if I wanted to go ahead with the purchase of an 7 seater innova (I’ve always wanted an 8 seater - for the comfy 3 seater in the second row - and with kids, the two seater in the second row is not much of a use), the sales reprsentative assured me that there is an option whereby he will get the 7 seater vehicle converted to 8 seater for a charge of Rs.42.75K, for which he gave me a proforma invoice as well. I was still doubtful - however, the sales person assured that being Toyota’s geniuine accessory and the option coming from Toyota’s authorized dealer, I did not have anything to worry about. I wanted him to buy back the middle row bucket seats back and instead reduce the price - however, he said, he has to give the seats back to me as per policy and they cannot take the oringal seats back.
Based on the sales guy’s reassurance and my trust on the name Toyota, I went ahead and ordered a vehice - and got it delivered as well - without the seat conversion. Later, I spoke to the sales guy for the date when I will have the seat change done - However, he seemed uncertain and stopped returning my calls. After many many calls - I understood that I needed to pay an additional 20K (add on to the initial price!) as the prices have changed. What has happened was - they did not even order the seats (the sales guy said he has ordered and gave me a delivery date as well when he delivered the vehilce!! - what a lie!) - and when the seat price changed, they simply started ignoring me - and when I persisted - passed the additional cost to me!
After multiple attemptes and a great struggle, I got help from the CR manager of Nandi - who initially after trying to let me know that three are no other options - and I said i will go to KTM - offered to change the seats at the same price. I was happy - however not for long.
When I got the seat change done, they did not return the old seats to me back. When I asked, the CR manager said, he will not give it back to me - as they have not given in writing anywhere that they will return the original part back. So, I end up paying for the original seats as part of the vehicle cost, and then pay another 43K for new seats - and gift the old seats to Nandi!
I am very unhappy with Nandi Toyota as a whole - they promise anything to sell a vehicle - but will not live up to the promise. As you can see - I had to follow up more than 10 times and later, when they had no option - they offered to live up to their original promise of changing seats at the initially quoted (i have a proforma invoice) price. But then when this happens i find they are not returning my original part (2 bucket seats - the cost should be over 30K). When questioned, the CR manager says, nowhere they gave in writing that they will return the original part!
What is painful is - I, as a customer did not make any mistake other than "trusting" the brand and dealership - which I am regretting now.
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Update - 14/Nov: I attempted to talk to Toyota Customer Relations team again - about 3 months back. They opened up the issue again and Nandi folks spoke to me. After detailed appraisal, the Nandi CR person (Shyam - I think), can back and offered the seats to me - at Rs.20000/- :-). think about it - pay 20K again and buy your own seats back after a year!! I am still amazed that they could think that I will buy my seats back from them by paying money they cheated. This topped all and I could just not believe what I was hearing - adding more pain to me!
Anyways, I have now lost faith in Toyota as well. Just cannot believe this is the same Toyota that is quite knows for quality and customer service. Anyways, I am sure that Toyota would have closed the case saying that nandi offeed the seat back to the customer (conveniently forgetting that this is at a cost - which I can buy anywhere!) This will be my last Toyota in my life. (I was initially upset with Nandi, but Toyota also is no good).
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