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tsk1979 · 14th October 2005, 14:05

Yes this is one isolated incident. I do not wholly blame tata motors for this, but i do blame their regional customer care centers. TATA top management has to deal with this incident with an iron hand. What i am worried about is that is it the way Tata is going? If this is a one of incident i am okay, but if tata is thinking their success is a license to ignore customers, then its time they have to realize otherwise.

The TATA incidents i mentioned were ones when indica used to sell just 2500 cars/month and quality was not good. That time tata went into overdrive to win customer confidence. Now the indica sells 8000+ cars/month + 2500/month indigo. The workshops are overloaded, and it is possible that the company can no longer look into any individual complaint. Everything is left in the hands of incompetent regional customer care centers.

This may be a one off incident, or this may be beginning of the rot which sets in most companies.
Its not just Tata. Even some hyundai dealerships take customers for granted after the huge success of santro. Ever gone to buy a hyundai car. I was kept waiting for 20 minutes before the sales people could attend to me. I do not blame them as the dealership was overcrowded. But what happened next was worse. They said they do not have any crdi for testdrive. On asking wether in near future i can test drive a crdi viva the fellows had no answer. They did not even take down my phone number. Another dealership salesman offered that i sit in an accent GLE and base my judgement on that as they also dont have any crdi viva on stock. About when can they arange a Viva, any viva that is, not just a crdi so i can get a feel of the interiors that guy said he will call back. Its more than a week, no call. I do not believe they have not got a single viva in the showroom. Compare that with TATA where even when i go for routine service they ask for tea coffee etc., and try to make you comfortable. Infact when i walked into the Tata dealership here, 2 salesmen came running towards me and before even asking why i was there asked the chap to get coffee etc.,

2 years ago a visit to any hyundai showroom would have salesmen running after you.

Coming back to the topic, complacensy in inexcusable, and past record does not give any manufacturer to mistreat customers. The reason i am being so harsh in my judgement, is because in the past i have got such good service from Tata the standards have been set very high for me.

14th October 2005, 14:05	#62 (permalink)
tsk1979 Team-BHP Support Join Date: Feb 2005 Location: New Delhi Posts: 11,273	Yes this is one isolated incident. I do not wholly blame tata motors for this, but i do blame their regional customer care centers. TATA top management has to deal with this incident with an iron hand. What i am worried about is that is it the way Tata is going? If this is a one of incident i am okay, but if tata is thinking their success is a license to ignore customers, then its time they have to realize otherwise. The TATA incidents i mentioned were ones when indica used to sell just 2500 cars/month and quality was not good. That time tata went into overdrive to win customer confidence. Now the indica sells 8000+ cars/month + 2500/month indigo. The workshops are overloaded, and it is possible that the company can no longer look into any individual complaint. Everything is left in the hands of incompetent regional customer care centers. This may be a one off incident, or this may be beginning of the rot which sets in most companies. Its not just Tata. Even some hyundai dealerships take customers for granted after the huge success of santro. Ever gone to buy a hyundai car. I was kept waiting for 20 minutes before the sales people could attend to me. I do not blame them as the dealership was overcrowded. But what happened next was worse. They said they do not have any crdi for testdrive. On asking wether in near future i can test drive a crdi viva the fellows had no answer. They did not even take down my phone number. Another dealership salesman offered that i sit in an accent GLE and base my judgement on that as they also dont have any crdi viva on stock. About when can they arange a Viva, any viva that is, not just a crdi so i can get a feel of the interiors that guy said he will call back. Its more than a week, no call. I do not believe they have not got a single viva in the showroom. Compare that with TATA where even when i go for routine service they ask for tea coffee etc., and try to make you comfortable. Infact when i walked into the Tata dealership here, 2 salesmen came running towards me and before even asking why i was there asked the chap to get coffee etc., 2 years ago a visit to any hyundai showroom would have salesmen running after you. Coming back to the topic, complacensy in inexcusable, and past record does not give any manufacturer to mistreat customers. The reason i am being so harsh in my judgement, is because in the past i have got such good service from Tata the standards have been set very high for me. __________________ Reclaimed, wrung dry and recycled....!