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Old 15th June 2015, 11:12   #1
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Default Bhatti Motors, Nerul: Refusing to sell Tata spares over the counter

Does replacement of a set of wipers require specialised skills that requires a job card at the ASC? Tata Motors dealer Bhatti Motors, Nerul, Navi Mumbai definitely seems to think so, as it refused to sell me a set of wipers for my Tata Manza.

At this point, I politely reminded Mr Raghu Raman, the person manning the spares counter about Tata Motors selling spare parts over the counter. I was told in quite a non-chalant tone that he will not be able to sell the wiper set without a job card.

Then I was redirected to Mr Vinod More, the service head. He also refused to sell the wipers without a job card. I was also told,"Kal aap aake clutch plate poochhenge aur bolenge main baahar se fit karaaonga. Hum log kya karenge?". Ridiculous statements to be given to a customer.

I asked to talk to the manager at this point. Raghuraman said he's the manager (a point which I highly doubt. So I wanted to talk to the establishment manager and I was flatly denied. "He cannot be troubled for such small matters," is the statement I received.

I was told to contact Tata Motors Pune if I had a problem and wanted to escalate the issue. When I called the helpline to ask about dealers authorised to sell spares over the counter in Navi Mumbai, I was given the name of Bhatti Motors and another player.

It's a sad state of affairs if Tata's ASC network behaves in such a bad manner to a long-time customer. The way I see it, wipers are no different than consumables like headlight bulbs. Customers should not have to get a service centre job card or an appointment for such a small matter.

Now, Tata Motors does sell spare parts over the counter as part of its Tata Genuine Parts (TGP) program. But if TGP players themselves don't toe the lines set by Tata Motors, they deserve the low brand recognition that Tata cars command in the Indian market.

http://www.business-standard.com/art...2700796_1.html

Selling of spare parts is also a legal requirement mandated by Competition Council of India (CCI) against Tata and the other Indian auto players. Please see the following links,

http://www.livemint.com/Industry/XIh...CCI-probe.html

http://profit.ndtv.com/news/corporat...gulator-653716

If this issue is not resolved by Tata Motors, this is the last association I'll have with the brand. I'm very happy with my Manza which has been my trusted aide for over five years. Also, this is the second Tata car in my family. I have recommended Tata products to many over the years. The products are good, but it is bad service network players like Bhatti Motors which spoil the name of this brand.
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Old 15th June 2015, 11:28   #2
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Default re: Bhatti Motors, Nerul: Refusing to sell Tata spares over the counter

They will tell you all sort of stories to charge you labour for installing the wipers. The labour income is what drives such antics.
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Old 15th June 2015, 11:46   #3
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Default re: Bhatti Motors, Nerul: Refusing to sell Tata spares over the counter

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Originally Posted by anilp View Post
Does replacement of a set of wipers require specialised skills that requires a job card at the ASC? Tata Motors dealer Bhatti Motors, Nerul, Navi Mumbai definitely seems to think so, as it refused to sell me a set of wipers for my Tata Manza.
It is unfortunate truly. You may decide to pursue the case with Tata Motors although I do not know if it will be fruitful or not. However, if you do intend to purchase only the spares and do not wish to spend your time pursuing this case with Tata Motors, you may also try 99rpm dot com.

They sell all Tata and Fiat genuine spares.
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Old 15th June 2015, 11:48   #4
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It is unfortunate truly. You may decide to pursue the case with Tata Motors although I do not know if it will be fruitful or not.
I've already raised it with Tata Motors. I'm escalating the issue to Competition Council of India (CCI) as well. Let's see.

Here's a copy of the mail sent to CCI. Will something happen out of it? I don't know, but I'll keep my fingers crossed. Maybe this country will have something to offer for us poor customers.


Dear Sirs,


I would like to bring to your notice an instance of refusal to sell spare parts by Tata Motors dealer Bhatti Motors. This is in complete contravention of your previous order of 2011 as detailed in the following CCI order's public announcement,

http://www.cci.gov.in/May2011/PressR...ease032011.pdf


I am the owner of Tata Indigo Manza 2010 model. On June 15, 2015 I had visited the Tata Motors dealer Bhatti Motors' spare parts division to buy a set of windshield wipers for my car. I bring it to your attention that Tata Motors dealer Bhatti Motors, Nerul, Navi Mumbai refused to sell me a set of wipers for my Tata Manza.

At this point, I politely reminded Mr Raghu Raman, the person manning the spares counter about Tata Motors selling spare parts over the counter. I was told in quite a non-chalant tone that he will not be able to sell the wiper set without a job card.

Then I was redirected to Mr Vinod More, the service head. He also refused to sell the wipers without a job card. I was also told,"Kal aap aake clutch plate poochhenge aur bolenge main baahar se fit karaaonga. Hum log kya karenge?".

I asked to talk to the manager at this point. Raghuraman said he's the manager (a point which I highly doubt. So I wanted to talk to the establishment manager and I was flatly denied. "He cannot be troubled for such small matters," is the statement I received.

I was told to contact Tata Motors Pune if I had a problem and wanted to escalate the issue. When I called the Tata Motors helpline to ask about dealers authorised to sell spares over the counter in Navi Mumbai, I was given the name of Bhatti Motors and another player.

It's a sad state of affairs if Tata's ASC network behaves in such a bad manner to a long-time customer. The way I see it, wipers are no different than consumables like headlight bulbs. Customers should not have to get a service centre job card or an appointment for such a small matter.

I brought it to the notice of both Bhatti Motors representatives that selling of spare parts is also a legal requirement mandated by Competition Council of India (CCI) against Tata and the other Indian auto players. I was told to take whatever action I deemed fit, but they would not sell me wipers unless it was fiited by their service centre.

http://www.livemint.com/Industry/XIh...CCI-probe.html

http://profit.ndtv.com/news/corporat...gulator-653716


I hope your esteemed selves will take prompt action against this misdemeanour by Bhatti Motors.


Thank you. Looking forward to hearing from you soon.


regards,

Last edited by Gannu_1 : 15th June 2015 at 12:38. Reason: Back to back posts merged. Please edit your post within the 30 minute edit window to add/edit your posts.
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Old 15th June 2015, 12:02   #5
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Default re: Bhatti Motors, Nerul: Refusing to sell Tata spares over the counter

Tell them to keep the spares to themselves. I hate such arrogant dealers who seem to think we customers are nothing but fools. Since i own a maruti,Sai service has opened a shop in Goregaon that sells only genuine MGP. I am not aware if Tata has opened such stores. I recently changed the entire suspension of my swift.Had a good experience and overall happy that I don't need to go to any service centres.
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Old 15th June 2015, 12:21   #6
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Default re: Bhatti Motors, Nerul: Refusing to sell Tata spares over the counter

Well, Bhatti motors would have got at least the margin on the part. He lost that too.

Why did you not try to pick up the wipers at any accessories shop ?
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Old 15th June 2015, 12:25   #7
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Default re: Bhatti Motors, Nerul: Refusing to sell Tata spares over the counter

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Originally Posted by condor View Post
Why did you not try to pick up the wipers at any accessories shop ?
This shop was on the way to work. So much for Tata's genuine parts initiative!
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Old 15th June 2015, 12:39   #8
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Default re: Bhatti Motors, Nerul: Refusing to sell Tata spares over the counter

Ah! not just TATA, Hyundai too seems to be pretty hell bent on following such practices.

I was at the Hyundai Service center last week to get a windscreen washer nozzel and the manager says I have to wait for 20 mins to get a job card made and it will be fixed! He was just not ready to sell a such a tiny part and kept insisting on a job card. I just didn't bother to waste anymore time and left the place without getting one fixed.
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Old 15th June 2015, 12:50   #9
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Default re: Bhatti Motors, Nerul: Refusing to sell Tata spares over the counter

Quote:
Originally Posted by anilp View Post
This shop was on the way to work. So much for Tata's genuine parts initiative!
Hi Anilp, I think you're blowing the issue out of proportion.
Firstly the Spare part counter inside a ASC is not liable to sell those to a customer, unless it is being ordered by job card.
Secondly, the wiper is not a Tata Motors Original Part (TOPs) equipment. Wipers used in Tata vehicles are all third party parts
Thirdly, there is a separate Over-The-Counter Sale of parts through various TOPs outlet, again Wiper is not a TOP. FYI there is one in Sector 19 Vashi.

Cheers
Arun
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Old 15th June 2015, 12:59   #10
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Default re: Bhatti Motors, Nerul: Refusing to sell Tata spares over the counter

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Originally Posted by Arunshek View Post
Firstly the Spare part counter inside a ASC is not liable to sell those to a customer, unless it is being ordered by job card.
Secondly, the wiper is not a Tata Motors Original Part (TOPs) equipment. Wipers used in Tata vehicles are all third party parts
Thirdly, there is a separate Over-The-Counter Sale of parts through various TOPs outlet, again Wiper is not a TOP. FYI there is one in Sector 19 Vashi.
Hi Arun,

I was told by the Tata Motors helpline about this part being available off the shelf without a job card at Bhatti Motors. If that does not happen, it is an issue, right?
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Old 15th June 2015, 13:00   #11
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Default re: Bhatti Motors, Nerul: Refusing to sell Tata spares over the counter

@Anilp, the issue is also that customer service desk of the manufacturers are often not very helpful. This is not limited to Tata.
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Old 15th June 2015, 13:08   #12
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Default re: Bhatti Motors, Nerul: Refusing to sell Tata spares over the counter

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@Anilp, the issue is also that customer service desk of the manufacturers are often not very helpful. This is not limited to Tata.
On the contrary, the Tata Motors helpline representative was very helpful. I would have just walked away if Bhatti Motors reps had just redirected me to the nearest Tata or other authorised spare parts shop where I could pick up the part.

To their credit, the Tata showroom next door (Fortune Motors) did exactly that. They helped me with the details.
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Old 15th June 2015, 17:11   #13
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Default re: Bhatti Motors, Nerul: Refusing to sell Tata spares over the counter

IIRC Bhatti used to handle only commercial vehicles with Fortune (down the same road) being the passenger segment dealer.

Could this be a simple case of confusion or has Bhatti now started looking after passenger segment vehicles too?

Quote:
Originally Posted by anilp View Post
On the contrary, the Tata Motors helpline representative was very helpful. I would have just walked away if Bhatti Motors reps had just redirected me to the nearest Tata or other authorised spare parts shop where I could pick up the part.

To their credit, the Tata showroom next door (Fortune Motors) did exactly that. They helped me with the details.
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Old 15th June 2015, 17:41   #14
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Could this be a simple case of confusion or has Bhatti now started looking after passenger segment vehicles too?
Nope. Bhatti services passengers cars as well. Some years now.
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Old 15th June 2015, 17:58   #15
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Default Re: Bhatti Motors, Nerul: Refusing to sell Tata spares over the counter

Pity on Bhatti Motors . So hell bent on garnering bad points for some thing so easy.

For selling over the counter, there is slightly different process they have to follow of making the invoice. It may well be the lack of awareness of SOPs on part of the Stores guy or the SA.

I have successfully got the Tata logo caps for my alloy wheels(keeps falling off)on numerous occasions.
In fact last time VIJAY AUTO-Vasai was so courteous that they home delivered them since the Job Supervisor stays nearby.

On second note , i would recommend you buying the wiper blades online from below link.
http://www.tolexo.com/hella-dynaedge...-18-48334.html

I have used HELLA DYNAEDGE on my Manza , they are super silent and super smooth.
Although slightly expensive but i found them to be worth the difference.
(i had purchased them from Snapdeal, but now out of stock there, so recommending the above link of tolexo.com , i have no experience of ordering from them)

Last edited by madhu33 : 15th June 2015 at 18:00.
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