I. that my name is subhash bundele. I had purchased an alto bearing number MH.15.CM.3920 from your dealer M/s. Seva for my mother who is a senior citizen and resides here in nasik.
ii. That at the time of purchase itself the said dealer had tried to cheat mr for seat cover i.e. after promising me good quality of seat cover and ambi pur air freshner had given me cheap cotton seat covers and instead of ambi pur gave me a ambi pur look alike which after my complaint to the then Regional Head of Maruti here in pune Mr. Bhuvandheer’s immediate intervention got resolved.
iii. That thereafter at the time of the first service of my alto I was shocked to witness the service center of the said M/s. Seva extremely crowded and there is not an inch of place for the comfortable movement and parking of the vehicles. The vehicles are parked at inches distances one after the other. Seeing this condition I was sure that any and ever vehicle which comes to this service center may be getting scratched by the other vehicle which is parked just at an inch’s distance to each other. To further add to my fear was the declaration behind the jobcard which I had to sign which said that at the time of service if there is any kind of damage, or theft in my vehicle the dealer would not be held responsible. Sir, I am not suppose to entire the service primises of the dealer and so cannot monitor my own vehicle there. In such event if there is some damage done to my vehicle or theft how can the dealer not take responsibility even when the vehicle is under his custody and in his premises. I raised this query to your service head here in nasik mr. vikrant which till date has not been addressed. I even told mr. vikrant that if I was aware of this condition may be I would not have purchased a maruti product where the company or its dealers don’t wanna own up responsibility. Mr. vikrant did promise me that he would get in touch with your office and revert back but its almost a year but mr. vikrant has not come back to me on the same.
iv. That Thereafter once it so happened that my fears proved to be true. At the service station of m/s. seva, I had taken my car for some complaint and there my vehicle was scrached and damaged. I have the undertaken from the dealer to prove this. Immediately I called mr. vikrant who after speaking to the service manager and getting assured that my car has been damaged, till date SIMPLY COULD DO NOTHING and I had to get it repaired at my own cost.
v. That on the Monday the 21st of Feb I had to bring my above mentioned vehicle for its 3rd servicing again to seva. Before I started I had called up the service station at around 10:35am and spoke to mr. neeraj jadhav who happens to be the service head as to if I should get my vehicle for servicing. Mr neeraj assured me that I can bring the vehicle and that there was not much rush and the servicing would be done. I asked him to make my booking for the same. Thereafter I drove to the service center which is almost 30 kms from my house only to be disappointed that even after promising me and making my reservation for servicing my vehicle was parked at the end of about 40 other cars. As I didn’t have 5 hours to wait until the servicing would be finished (that’s how much time I was told would require before my car would be attended) I choose to leave the service station.
vi. That when I came to the gate where I was instructed to leave my vehicles keys which I demanded from the watchman there at the gate the team of watchmens present there on for no fault of mine started to use abusive language just for I was trying to take my vehicle back. Giving references of my earlier complaints made to your company they even used bad words for me. Hurt as I was very badly I immediately called mr. kishore chaudhry in pune and made him listen to all the carp that was being told to me. Hearing all that mr. kishore chaudhry asked me to hand over the phone to the man who was shouting the most. As I tried to do as instructed, the staff of seva all gathered there and in utterly destructive mood asked me to tell mr. kishore that if he wanted to talk to them he should come in front of them in their office there in nasik. MR. KISHORE IS A WITNESS TO ALL THIS. Thereafter I told mr. kishore that I cannot take it anymore and I wanted to leave that primises immediately and go away. But mr. kishore made me wait and assured me that the he would immediately bring it to the knowledge of the owner and assured me that the owner would come and apologise to me for all that. But sadly I kept waiting there for more then 45 min in the hot sun but neither the owner bothered to come and solve the issue or even apologise to me nor mr. kishore did call. I left the service primises along with my vehicle.
vii. After reaching home I called mr. kishore at around 3pm and asked him for the reason why I was treated the way I was for which he had no answer. At my telling him that even after his assurance no one ever came to me from the agency or even apologized to me, he was still quite.
viii. That thereafter on the 22nd of Feb I thaught I must inform about all that happened to your company and demand for action against the said dealer M/s. Seva I called mr. Goel at around 10:30am who is suppose to be the Regional Head of Maharashtra. I told him each and everything in detail and demanded action against the dealer and also requested him to question mr. kishore who suddenly had changed and was suddenly trying to tell me that he could do nothing much and that I must leave the matter. Mr. goel after listening to me said that someone from the company would get in touch with me for this in 2 hours time. Its more then 12 hours passed but no one has bothered to get in touch as he assured.
ix. In the mean time I then called ms. Premlata in the corporate office of maruti there in gurgaon and told her all that I had been facing. She got me in touch with one gentleman mr. shiv hari saying that he is the head of customer care of maruti and that I must put my complaint to him. I did so. This gentleman also just for the heck of it heard me and promised me that “someone would get in touch with me soon” and hung up my phone.
x. I spoke to mr. shiv hari at around 12:30pm and his commitment was that someone would call me in 1 hour but I kept calling his number only to hear ms. Premlata answering my phone every now and then helplessely. At around 4:40pm I called mr. premlata who then got me in touch with your office where I met mr. verma who very kindly and sweetly gave me your email id and asked me to pen down my complaint.
Sir, with utmost respect and a very painful heart I just want to ask u this one question with your kind permission…IS THIS THE CULTURE OF MARUTI SUZUKI? IS THIS THE PROFESSIONALISM OF YOUR STAFF? ARE THESE KINDS OF FOOTPRINTS WHICH YOUR COMPANY HAS LEFT ACROSS THE COUNTRY? I called mr. ranjeet who is the regional manager for services to complaint about mr. vikrant and mr. kishore but I must tell u that mr. ranjeet is same as them as he very rudly just tell me that he dosent have time for customers. Mr. Shinzo Nakanishi I must tell u with a very painful heart THAT I AM ASHMED OF HAVE AFFILIATION WITH YOUR COMPANY AND ITS PRODUCT for this feeling of mine no one but your own staff namely:
a. mr. vikrant singh.
b. Mr. kishore chaudhry
c. Mr. ranjeet
d. Mr. goel
e. Mr. shri hari
f.M/s Seva
Alone are responsible. I can very confidently tell you that M/s seva is what the above mentioned staff has made it to be. For if the above mentioned people did their job honestly and the way they are suppose to do it there cannot be any M/s. seva doing harm to innocent customers like me. For then he would have the check and control of the company failing which he would defiantly face the consequences. But the reason why such dealers dare is only for your own staff is behaving unprofessionally.
Sir, there is too much pain in me caused not only by your dealer but also your concerned officers whom I have named above. So if you really want to do some good I say that the above mentioned staff and your dealer is nothing but a liability to you which you must get rid of immediately. I demand justice from you but if you too are helpless then I shall be compelled to approach the court for justice in which case I shall hold your company responsible for all its cost and consequences.
Awaiting to hear from you soon and hoping for an immediate action against all of the above
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