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Old 21st October 2016, 15:47   #1
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Angry Smoke & oil from tailpipe after Nexa showroom test-drives my Verna

Smoke & oil from tailpipe after Nexa showroom test-drives my Verna-img_5803.jpg

Smoke & oil from tailpipe after Nexa showroom test-drives my Verna-img_5805.jpg

Looking at buying a new car? Here's a warning, avoid the Nexa showroom at all costs.

"You must learn from the mistakes of others. You can't possibly live long enough to make them all yourself." - Sam Levenson

I made the HUGE mistake of visiting a Nexa showroom to test drive the S-Cross, and I couldn't have imagined in my wildest thoughts that I would end up with my existing car being destroyed by their staff.

Here is what happened.

On October 19 (2016) me and my wife decided that it'd be a good idea to head out and test drive a car or two since we'd started exploring the idea of getting a new one. We wanted to check out the Mahindra Thar, but the dealership we visited didn't have one we could test drive.

Disappointed, we turned back and thought of taking a drive around Golf Course Road, Gurgaon to see if there were any other brands we'd like to try.

We crossed (and avoided) a Maruti Suzuki showroom (don't think the cars are well built) and as we decided to head back, saw a Nexa showroom. Now even Nexa is a Maruti Suzuki brand, but is positioned as a "premium" one, and I recalled having heard some good things about the performance of the S-Cross. So we decided to give it a shot.

HUGE mistake!

I didn't mind the car too much and decided to add it to my consideration list. Since I would sell one of my cars, I decided to get the value of the one I had driven in (a Hyundai Verna) checked.

The "evaluation specialists" which came out looked very shady, but hey, they were employed by a "premium" brand, so must be good, right?

What happened next will tell you how "good" these guys are.

After checking my car physically, one of the guys tells me that he has to test drive it. I said yes and made the massive mistake of not sitting with him, and instead keep talking to the head of the showroom, who had come to escort us outside.

The guy was gone for approximately 10 - 15 minutes and I got a little worried if he'd banged my car or something. Just as we were about to call him, I saw my car around the corner.

The guy parked some 50 meters from us and even from there I could hear a LOUD whistling noise coming out of the engine. He walks up to us and says "Sir your car's engine is fine, but the turbo is about to go". Now this was shocking to me since I did not find a SINGLE issue with the turbo before that.

I'd gotten my car serviced from Autopsyche, and even they'd not mentioned any problems with the turbo. I'd recently hit a 120kph on the highway and faced ZERO issues.

I thought the guy was trying to reduce the valuation of the car by telling me some shit story. So me and my wife decided to walk away.

As I drove out, I found the car to be extremely sluggish. So I stopped in front of the staff and asked them how hard had they driven the car for it to suddenly act so weird? Anyhow, not wanting to speak with these guys anymore I decided to go home as it was Karva Chauth, my wife was fasting and had started to feel unwell.

I must have driven 50 meters on the main road when we noticed INSANE amounts of smoke coming out of the car, while the engine shuddered. We panicked, thinking that something had caught fire and immediately got out of the car.

There was smoke everywhere and I decided to call the Nexa showroom staff to understand what exactly had they done and why was my car behaving like it was. The staff arrived a good 15 minutes later. I handed my keys to them and asked them to check and tell me what was wrong. They started the car and immediately there was smoke EVERYWHERE. It smelled like burning rubber.

The guy who drove my car earlier every calmly told me "Sir, I told you that your turbo is about to stop working".

The guy on the right is the one who "test drove" my car
HOW is it possible that I drive a perfectly functional car into the Nexa showroom and suddenly my turbo stops functioning after one of their staff drives it for 10-15 minutes?

My guess would be that he repeatedly revved the car hard, redlined it and then shut down the engine immediately on purpose so that the turbo ceases. Anyone who knows turbo diesels will know that there should be a cooling down of 30-60 seconds after driving hard in order to avoid turbo failure, and I stick to that rule without exception.

Anyhow. We were stuck in the middle of the road and the Nexa showroom staff refused to take any responsibility. I asked them to have the damage repaired, and they refused point blank.

I took a picture of the guy who test drove my car, and the sales advisor. They realised what I was doing, and when I tried to take more pictures, the other guys started turning their faces away.

I asked the guy who had driven my car for his name and he refused to give it to me.

By now my wife was feeling really unwell, and I wanted to return home. I asked the Nexa showroom manager to get my car towed to a workshop and get it repaired yet again. Refused.

Finally I told them that I would be complaining about this on social media. The guys simply turned around and walked away.

I drove back home at the speed of 10 kph, with enough smoke coming out of it that I had zero visibility of the cars behind me.

Getting home I realised that there was engine oil flowing out of the exhaust. I could do nothing at that late an hour as all mechanics were closed and my wife was feeling extremely unwell.

I complained on social media overnight and got a call from the Maruti Suzuki office in the morning, taking details of my complaint. I then got a call from a lady working at the same Nexa showroom we had visited. She asked me what was it that I wanted, and I told her that all I wanted was my car to be repaired. She said that she'd get back "after discussing with her seniors".

That was around 11:30AM yesterday.

I haven't heard from the Nexa showroom any further. The Nexa social presence refuses to revert to my queries.

Basically, I have nowhere to go, but to shoulder the expense of the damage caused by the Nexa showroom team. It will cost me at least 60,000 - 70,000 rupees to get the turbo replaced in addition to other charges like getting the car towed. Hopefully there hasn't been any other damage. That I will only come to know once the car is checked by a mechanic.



I am writing this partly, in hope that it gets shared enough for Maruti Suzuki / Nexa to be forced to act and get my car repaired, and partly because no one should have to go through what I did. Simply because I made the mistake of trusting a seemingly "premium" brand.

I have nowhere to go except to my trusted online communities and I sincerely hope that you will share this to help me out.

Thank you.

Edit: I got a mail from the dealership, and have responded to them.
Smoke & oil from tailpipe after Nexa showroom test-drives my Verna-screen-shot-20161021-6.15.26-pm.png

Last edited by GTO : 22nd October 2016 at 09:32. Reason: Removing 1st image. Inappropriate to put up a picture of the person
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Old 21st October 2016, 19:16   #2
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Default re: Smoke & oil from tailpipe after Nexa showroom test-drives my Verna

Mod note: Moving thread from Assembly line (The "Assembly Line" Forum section).

Really sad to hear what happened with your car during a purchase evaluation process. I have not been hearing great feedbacks regarding Nexa these days.

Just curious how much has your car run so far? and are you a very sedate driver otherwise? From the pictures it seems like total turbo failure.
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Old 21st October 2016, 19:21   #3
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Thanks for helping me post this.
The car is eight years old and has run 1,18,000 odd.
I'm neither a sedate or aggressive driver as a rule. The way I drive completely depends on traffic/road conditions.
Take it easy regularly, but hit the gas if opportunity presents itself.

Edit: Got a call from Nexa marketing (a really decent sounding guy), and will be meeting him to resolve this issue on Sunday. REALLY appreciate everyone's support here people. You guys rock!

Last edited by GTO : 23rd October 2016 at 18:17. Reason: Merging back to back posts
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Old 21st October 2016, 21:28   #4
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Default re: Smoke & oil from tailpipe after Nexa showroom test-drives my Verna

The guy who was called by Nexa would definitely be from a used car dealer. This is how many dealers generally function, especially when the trade in car is slightly more older as in your case.
All should make it a point to be in the car while being test driven by others.
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Old 21st October 2016, 21:28   #5
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Default re: Smoke & oil from tailpipe after Nexa showroom test-drives my Verna

Sad to know about the incident. Apart from the social media, please also contact the press/ TV channels to make a good news story of the entire episode. Even if two or three of them agree to do a story of the incident, the Nexa fellows will feel the pinch. But all this needs to be done before the car goes for any repairs. Lots of pictures and video with the engine started needs to be taken/ recorded.

Also you can approach a good lawyer for a civil suit in the local Consumer Court. Here too, lots of circumstantial evidence is needed in the form of pictures and videos to prove their involvement. You can claim damages for the repairs plus at least Rs 2 L for the mental harassment, torture and agony underwent alongwith the costs of the suit. To start with, get issued a legal notice to M/s Nexa if they are not receptive.

Usually, these exchange fellows are car brokers known to the dealer, who do the valuation and dealings for the old car. I have seen a lot of these valuers and it is advisable for one and all AS A RULE to never fall prey to these people, as they undervalue your old vehicle. Its better to sell it directly to a buyer with your own links and advts if need be.

Back to the topic, the car brokers and also Nexa are liable for damages. The car brokers whosoever they are, are operating under the aegis of Nexa, Gurgaon.

Last edited by anjan_c2007 : 21st October 2016 at 21:30.
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Old 21st October 2016, 23:20   #6
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Default re: Smoke & oil from tailpipe after Nexa showroom test-drives my Verna

Quote:
The car is eight years old and has run 1,18,000 odd.
Quote:
I said yes and made the massive mistake of not sitting with him, and instead keep talking to the head of the showroom, who had come to escort us outside.
Maybe while taking the test drive, this guy went on higher RPM's which has caused failure or just a coincidence due to change in driving style. Now they would have blankly refused for this issue but since you pursued it with their principals as well on forums including here, give them a chance to settle. Their person going for Test Drive without you will also be a learning for them as well other dealerships besides you, as this appears to be a purely unintentional failure. I don't think anyone can/ will actually blow a turbo while evaluating a used car.

I will suggest you get estimates for this repair from Hyundai, get an approximate resale value with & without repairs and in case you have some recent valuation before this fiasco you can calculate your approximate losses. Thereafter sit with Nexa guys, It might not be possible for them to pay you for complete damages, try if you guys can come to a mutual agreement where they pass you some rebates or take back this car close to a value without this failure & give you an out of turn allotment ( Some of Nexa products have pretty long deliveries )

Last edited by Eddy : 21st October 2016 at 23:29. Reason: Spacing for better readability
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Old 21st October 2016, 23:43   #7
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Default re: Smoke & oil from tailpipe after Nexa showroom test-drives my Verna

Quote:
Originally Posted by himalyan_ice View Post
My guess would be that he repeatedly revved the car hard, redlined it and then shut down the engine immediately on purpose so that the turbo ceases. Anyone who knows turbo diesels will know that there should be a cooling down of 30-60 seconds after driving hard in order to avoid turbo failure, and I stick to that rule without exception.
I am quite sure that this is what has happened and what was done to your car; not once but multiple number of times. I was telling myself the same by just looking at the pictures of the oil leaking out and on reading about the car being in a 'limp mode' and all the smoke that was coming out.
It's great that you have got a call from a representative. Do present a strong and a stern case to them and make it very clear from the very beginning that you are not willing to budge at any cost.
Also, do check with the dealership that if the person who test drove your car (rather destroyed your car) is a genuine employee under Nexa or not. I really would not be surprised if they are outsiders and just wearing the Nexa uniform colours (I know this seems to be far fetched but you can use these points to make your case a strong one so that they know too that you are on your toes for this).

Do keep us updated and I hope this gets resolved at the earliest.

Last edited by Luv_Jaiswal : 21st October 2016 at 23:46.
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Old 21st October 2016, 23:45   #8
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Default re: Smoke & oil from tailpipe after Nexa showroom test-drives my Verna

Quote:
Originally Posted by himalyan_ice View Post

My guess would be that he repeatedly revved the car hard, redlined it and then shut down the engine immediately on purpose so that the turbo ceases. Anyone who knows turbo diesels will know that there should be a cooling down of 30-60 seconds after driving hard in order to avoid turbo failure, and I stick to that rule without exception.
With just one instance of high revving and shutting down of the engine without the recommended 30 second cooling period, the turbo should not fail. Atleast that was my understanding.

Hope NEXA provides you with a good resolution for this issue.
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Old 21st October 2016, 23:51   #9
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I will exercise all my caution here on Anjan. Thanks so much!

Quote:
Originally Posted by Luv_Jaiswal View Post
I am quite sure that this is what has happened and what was done to your car......
Thank you for this Mr. Jaiswal.
This is definitely gonna help me.

The guy was gone for a bit. Could be multiple instances?

Man! This forum is gold. I should've come here much faster.
Thanks!

Last edited by Samurai : 21st October 2016 at 23:52.
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Old 22nd October 2016, 06:26   #10
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Sad to hear what happened. I have shared the story. That's why I always say 'if you want to test drive my car, I will ride with you. It is still MY car.'
Hope you get compensated.
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Old 22nd October 2016, 07:16   #11
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Sorry for what happened. Hope you get compensated for this. But knowing Maruti, they may try to offer an additional discount on a new car and not talk about repairing your older one. Please be prepared to strongly fight your case. All the best.
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Old 22nd October 2016, 07:35   #12
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Default re: Smoke & oil from tailpipe after Nexa showroom test-drives my Verna

From Nexa's point of view, you would have to prove that the car was in fit condition before you brought it to them & not just trying to get it sold off knowing it has problems.

The fact that they said so after their test drive & you (surprisingly) did not join them for the test drive, makes their case stronger.

This will be an interesting case to watch as its not quite open & shut like other cases of cars being damaged by dealers during service. Hope you get a decent resolution.
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Old 22nd October 2016, 07:35   #13
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Default re: Smoke & oil from tailpipe after Nexa showroom test-drives my Verna

How exactly can you prove that they have done this intentionally? I don't see how this will hold up in a court of law. Moreover your car is old now and the turbo could have reached the end of its life. It could have failed in the coming days and the process was just accentuated due to a hard TD conducted by the evaluator. I honestly do not see how would it be possible for you to claim any compensation for the same from the Nexa dealer.
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Old 22nd October 2016, 08:24   #14
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To put it very blunt no way you can establish a case against the dealer in this case provided they have not opened the hood or caused an accident. Cars are designed to take some level of wear and tear. How can 15 minutes of test drive cause a car to fail? The turbo was at the fag end of its life and with some pushing during the test drive, it gave away. Who in the right frame of mind will provide free repair for a car turbo which has run more than 1Lakh Kms.
I don't think we should put the photo of those gentle man here with out hearing their side of the story.
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Old 22nd October 2016, 08:48   #15
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Default re: Smoke & oil from tailpipe after Nexa showroom test-drives my Verna

15 minutes of hard test drive and the turbo fails? More than Nexa, I believe it should be Hyundai who needs to be worried about bad press. Good for them that the car is already old.

Like a few have pointed before, I find it really difficult to believe that just 15 mins of high speed revving and sudden shut down caused a perfectly good Turbo to conk. Maybe the Turbo was already towards the end of its life. You will be hard pressed to prove it in a court of law that such catastrophic failure occurred solely due to Nexa's fault. More so that you did not choose to join them for the test drive. I don't mean to doubt your version, just that I feel it won't hold good legally.
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