My First service was total BS as they just washed the car and gave it back. The second service was better and there is nothing really to comment about the third
This is what happened. I was allotted a booking number according to the usual process. I was allotted a Service advisor who seemed like a robot to me. He started shouting every point that was mentioned in the user manual one by one.
I declined wheel rotation as I had just changed the tyres.
I just nodded for each and we approached my car. As usual, I had a list of problems and this time the list was a little long.
My first problem was the Clutch grabbing and he wanted to call it Clutch juddering. Before even I could explain fully, he went into clutch riding. He said, "Sir, everyone does Clutch riding and it will easily cause premature wear. I will have it checked". I replied "I know what clutch riding is and what it will cause". He had no mood to listen. He said "Sir, every vehicle is different and the clutch in i10 blah blah".
My next thing was the brake pedal hard even with the engine on. He said "Sir, this pedal will be set according to your booster. Any change will cause the shoes to slip. I will anyway check the tension of the belts".
Ok live with it. Next was some minor rattles here and there and one particularly occuring when revved hard. When revved beyond 2.5K RPM in 3rd or 4th gear, the AC controls fascia give a krrrrr sound. Next was somewhere near the rear door and the driver seat belt cavity. He immediatlely said "Sir, belts give noise when they are let loose". I replied "The rattle is clearly when I’m buckled up and not when let loose and I don’t drive unless I’m bucked up".
He promised to update on the delivery time by 4PM on the same day. It was 5 PM and he made a call "Sir, it looks like the drive shaft oil seal has broken and the transmission oil is leaking. We will fix it under warranty but we need a day for observation. I will update you on the progress tomorrow". I replied "That’s ok, take your time, but get it fixed".
Next morning. I call back asking the progress. He replies "Sir, that oil seal is actually not a problem and no we are looking at your clutch and other issues". The next moment it occured to me that the oil seal was a goof up to extend the delivery. It was 5:30 PM already and there was no call. I called him 4 or 5 times and there was no answer.
I called up the service center and told them about this. They replied back "Sir, he is in a delivery process with a customer and we’ll ask him to call you back".
He calls after 30 mins and tells, "Sir, I was caught by the cops for talking on the phone when test driving your car and I paid Rs 500".
FIRST LIE. The service center told me something else. OK, I don’t care. I ask him about the car and he says "Everything is perfect and you can take the car tomorrow".
Next morning, I go, do a test drive and everything seems fine. The brake pedal was hard as earlier and he had some big time excuses for it. The total bill amount was only for the engine oil.
The clutch cover assembly was replaced and he told me about it. He said "Sir, it has happened only because of clutch riding. This will not be covered under warranty and as a good will gesture and wanting you to come to us again, we waive you off the cost." Saying that, he wrote a big note "GOODWILL GESTURE, WAIVED OFF Rs 1825" on my Receipt. :deadhorse
1. This morning, I was driving to work and the clutch started grabbing again.
2. I went to top up Nitrogen only to discover that wheels have been rotated in spite of me declining them.
3. The spooky rattles are back and none of them are fixed.
This is the clear strategy of these people.
1. Never listen to the customer. The customer is a fool who has put his money in a car. People at service centers are GODs who know the in and outs of the machines.
2. This is India and people "adjust" with a lot of things. So, when a customer reports a problem, try, try and keep trying to convince the customer that there really isn’t a problem and make him live with it.
3. Try to blame the customer as much as possible for whatever happens. If the clutch slips or grabs, tell him that he is clutch riding. If the brakes fail, tell him that he is brake pedal riding.
4. As long as the car is under warranty, try their best to avoid replacing parts. Once the warranty is over, give a list of parts-to-be-replaced and warn him that his car will break into pieces if he does not adhere.
Today, I got a feedback call and I told them whatever I had to. They had only one answer "Sir, please bring the car".
My questions:
1. Why not let a customer talk and listen to his problems ? When you can listen so much during feedback, why not listen when you really have to ?
You see a 1000 cars but this is my only car.
2. When I give a bad feedback, you say "Bring it". I ask "When things cannot be attended in 2 full days and for god’s sake that was a regular service, how do you expect things to get right when I bring it back ?"
All I could do to myself was :Frustrati
Professional service ? Only in terms of speech but nothing in acts.
Can someone please advise me what to do next. I’m tired of giving feedback and listening to "Sir, Please bring the car" monologues. PLEASE