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View Poll Results: Do you stay with the car at ASS or just drop/send the car?
Stay with the car 160 54.79%
Send/Drop the car and leave 128 43.84%
None of the above 4 1.37%
Voters: 292. You may not vote on this poll

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Old 25th November 2016, 15:50   #61
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Join Date: Sep 2016
Location: Pune
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Default Re: Car Servicing: Stay with the car, or just drop it off?

My suggestion is stay with the car and ensure that you meet the Service Manager before you give your nod for servicing or repairs. I had a horrendous experience at DSK Toyota, Pune, where car service on other days is a joy. But not that day. I had gone to drop my Innova for regular 35K servicing and since monsoon was on the anvil, I instructed the SA to replace the wiper blades. No other complaints were mentioned as there were none! (Innova, you know!)

However, since I requested wiper blade replacement, the SA sprayed the water on the windscreen and wiped them using the old blades to confirm the need to replace the blades, after which he agreed that replacement was in order! The first shocker that day was that the SA began insisting that I replace the battery of the vehicle since it was already 3.5 years old, despite me telling him that my battery was perfectly alright and I don't feel the need to replace it at the moment. After which the SA started pseudo threatening me that the vehicle can get stalled anytime because of old battery, short-circuit may occur and will incur very big expense, etc. after which I had to make him aware that I am a Mechanical Engineer by profession and work in an Auto OEM so I understand the needs of the vehicle better. End of "Battery" chapter. After which I signed the Work order & estimate and left the vehicle.

In the afternoon, the SA calls me and informs me that my wind-washer motor was not-functional and requires replacement amounting to 6k approximately. I was completely dumbfounded at this, because as you may recall when I had requested the SA to change the wiper blades he had himself sprayed the water and checked the blades. I mentioned the same sequence to him, hoping that he will recollect the chain of events and do what was needful. But to my disappointment, the SA was acting completely weird and stated that such things can go bad anytime and its not our responsibility. I told him that when I dropped the vehicle it was working and last night as well it had functioned properly, now it suddenly ceasing to operate sounds convenient to me and I should get back my vehicle with everything functional as it was when I dropped it. Frankly, since I had previously similar experiences with TATA and well aware that there are sales targets issued to each service center, service centers more often than not resorted to such methods for extra profit and target completion. The SA could not come up with anything further so he transferred my call to GM, Service, to whom again I had to reiterate the whole story.
Despite this, this GM, Service insists that this is not their problem and they could not do anything to resolve it. After which I lost my cool and told him that if he tried to return the vehicle to me in anything inferior to that what I dropped it with, consequences will be there for him to see and I will ensure that this issue escalates to levels much beyond his control. Finally some sense prevailed and he agreed to look into the matter and get back in sometime. I just signed off by saying that I will be coming to pick up my vehicle at the time mentioned on the job-card counterfoil and he'd better keep it ready, with the issue resolved.

Didn't receive any call from DSK and quite frankly didn't expect it either. Went to the center to pick up the vehicle and met the SA; trying to give sheepish smiles. I inquired about the resolution to the issue, to which he responded that we have fixed the problem and now it was working fine. I asked him what exactly did he do to fix the issue, to which he said I will have to ask GM, Service. (Funny, I know) Then, the much wanted GM, Service strolls in with wide smile and greets me. I greet him back and inquire about how did he resolve the issue. He said that they had replaced the pump free of cost. That was it, I told him to show me the old non-functional pump, to which he was taken aback and didn't expect me to ask him for any such thing, he said they cannot. Again an argument ensued. Finally, after I threatened him with the threat of contacting Toyota and Legal recourse, he told me that they were able to figure out the problem was with a fuse and they just replaced that. My blood literally boiled at the money these people attempt to rake in by falsely replacing parts and attempting to loot customers. I told him that this should be the last time such incidence occurs, with me or anyone else. Don't know how much it will change!

However, this episode brings me to some observations;
Firstly, Service Centers (SC) might be looting the customers by falsely stating that some parts have failed.
Secondly, many-a-times these SCs' try to replace parts of the in free service window cars with those of out free servicing window. Works very well for them, first they get to charge the out-of-service window customer for the part, secondly, they get free of cost replacement from the company as they claim it against the in-free-service window car. So you see they earn money and yet have a brand new part in their stores.
Thirdly, when they claim that they have changed oil, I really doubt how much of it is true or just another smooth way of looting customers.
Fourthly, it is imperative to analyze the exact issue with your vehicle before taking it to ASS, as these guys are only interested in replacing parts and increasing the revenues. A trustworthy technician always comes in handy.

Concluding, I think SCs' need to maintain integrity and we as customers cannot rely blindly on SCs' and SAs' to maintain honesty about their job.
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