Customer Service @ Concorde Motors, Chennai

[cnaganathan]

I had always found the Customer service at Concorde Motors, Chennai better than other dealers that I have dealt with in my 8 years of owning a car. Here is the latest episode.

14 Nov: Concorde Cust Service calls me and wanted to know if all was well with my car and if I would like to have one of their guys inspect my car free of charge at my doorstep. After some discussions it was agreed that inspection will take place on 17 Nov at 1.00 PM

17 Nov: Technician appears at my doorstep at 1.10 PM and proceeds to check the car for about 45 mins. Here is the bad part of this whole episode. My driver pointed out the squeal from the Engine when it is started and is promptly told that most engines do that. For the hard clutch, he is advised to complain about it during the second service (which needs my car to run for another 3k kms). This guy then leaves without providing an inspection report. There are a few other issues that he blissfully ignores. The same evening while driving back from office I notice that at times the rpm does not return to idle even after I take my foot off the pedal. Further the tacho reads almost close to 1k at idle.

18 Nov: Driver updates me on the happenings of the previous day. I called up this technician and ask him for a report and he says that the car is perfect. I lost my head and gave him a nice lecture. I then called my Service advisor which is when their usual good service showed up again. He apologised for whatever had happened and promised to get it addressed. Within minutes I got a call from the Customer service desk who wanted to know the details of my complaint. After lending me a patient ear, the executive promises to discuss with her manager and get back to me. half an hour later the Customer Service Mgr calls to confirm the details - he summarizes whatever I had told the executive earlier and takes my confirmation on the facts. He assures me action and this is waht we have agreed to:

1. on 22 Nov I will take the car for a second inspection at their workshop.
2. After this inspection concorde will let me know the issues that are there and the effort that will be required.
3. If the car has to be sent for a few days (for the clutch replacement) then they will make an alternate arrangement for the duration that the car will be with them.
4. Any defect in the clutch or engine will be replaced under warranty.
5. Engine performance will also be checked and corrections made if necessary (btw, I get only 10 kpl in city conditions with 100% AC).

Keeping my fingers crossed and hoping that they will keep up their promise.

[hrag]

Yes, they are among the best for Tata vehicles.
Which one, Injambakkam or Ambattur?

[indivic]

After the service center at Velachery dealership was closed, the Ambattur centre seems to do much better than Injambakkam, prolly because they got the better lot of technicians. Even though I am in S.Madras I make it a point to go to that centre.

[cnaganathan]

It is Ambattur. I met them on Saturday. The CRO was very cordial. I went early to beat the rush. He had a senior mechanic do the Road Test and he confirmed that the Clutch was indeed hard and might need a thorough inspection + a possible replacement. That means she has to be in the workshop for 2-3 days. Trying to get an alternate arrangement done - kids and I are dependant on the car for our daily movement. Will send her to Concorde most likely next week.

[indivic]

I think the CRO's name is Mr.Shivshankar, correct ?

[hrag]

Mr. Shivashankar was my first SA when I went in for the first service (5000 km) of my Indica in 2003. This was at Concorde Guindy. He then became the head of Concorde Injambakkam and then was shifted to Ambattur. A gem of a person.

[indivic]

Originally Posted by hrag

Mr. Shivashankar was my first SA when I went in for the first service (5000 km) of my Indica in 2003. This was at Concorde Guindy. He then became the head of Concorde Injambakkam and then was shifted to Ambattur. A gem of a person.

Can't agree with you more, I had a problem with the FIP on my DLS, which was "fixed" twice by the Lucas engineers. Each time I was charged for it because the FIP had to be removed and sent out, even though Lucas did not charge for their service , but Concorde levied a labour charge for removing it and putting it back.

The car was still under extended warranty, and gave a piece of my mind to the service advisor, when Mr.Shivashankar intervened.I initially thought that he would only try to appease me at that time when he asked for a couple of days to check it.

He promised to look into the issue, and a couple of days later I got a call from him, confirming that the entire FIP was replaced under the extended warranty. All this was when the service was still in Guindy, 2 years ago I guess. That was the only time I met him , but even now he still remembers me and makes sure that I get prompt attention and always asks how the car is running !

[jraj]

Just back from my visit to Concore motors at Injambakkam.

Water had entered my car during the recent rains in Chennai as there were was knee deep water level in our apartment complex.

I didnt take my car anywhere from Nov26th until Dec 6th.

On 2nd morning with prayer in my lips went to check my car.There was ankle deep water inside the car.My heart sank.Removed all the water from the car and checked the engine bay.It looked dry as the car was parked on scorching sun for the previous 3 days.

On 6th morning,again came to the car and by now only the carpets were wet and no more water inside the car.

Started the car.It started at first crank.No warning lights.It idled as usual at around 800-900RPM.Engine note sounded the same.Switched on the AC and even the cooling was as usual.In all no difference prior to the rains.Took the car to Concorde service at ECR.

I was told the car will be ready by 11th as they will remove the carpet,clean it and dry it then.Y'day morning called the service center to check the status.

Was told that the car failed during self start.They told me there was some short in the wiring and this could have affected the ECU and hence ECU has been sent to Lucas for further check.

Called again today afternoon and was told that the ECU has come and they are fitting it.They told me to come around 5 as the car would be ready by then.

Started from my office and reached the service station by 5:30.As I entered inside my car was being reveresed into the parking bay.With huge relief,I went to my car and asked the mechanic if all work was completed.

He dropped a bomb stating that self start is not working and the starter motor has to be replaced.I was shocked.Car starts immediately when pushed.Found the CSA who handled me and asked him whats going on.

He told me the ECU had no problem and only now they detected that the starter motor was not working.I had no words and felt dumb.They had the car with them for almost 8 days and on the last day they found the starter motor had failed - I am being told that it is due to the rains.I just couldnt believe it.

It was fine when I started the car and the mechanic too confirmed that they had started the car and everything was fine.It was only on wednesday when they started the car to take it for a trial did it fail to start.Will the starter motor give away just like that without showing symptoms - Can the guru's please comment.

To make matters worse,they dont have the part.They have to order it and it might take a week and it costs 11k.

[cnaganathan]

jraj: It appears that most T.A.S.S have a very bad reputation for servicing Fiat cars and Concorde don't seem to be an exception either. However, when it comes to TATA cars, Concorde is definitely the best I have met so far. They are not perfect but are willing to listen and are quick to respond. You have an escalation mechanism that really works and the CRM and CRO are always easily accessible.

I sent my Indigo XL on 10 Dec 08 for all the complaints I had mentioned earlier in this thread. I was promised delivery on 12th and the vehicle was ready as promised on 12th. Due to my personal constraints, I took it on 13th instead. They had completed all but one and made a note of it on a pending jobs sheet - a copy of this went into their folder for my car and handed a copy to me. This I was told will help them keep track of the required spares and arrange it on time if I book my next service a week in advance.

[Surprise]

Originally Posted by jraj

JTo make matters worse,they dont have the part.They have to order it and it might take a week and it costs 11k.

What car do you use and how many kms its covered? Does this covered under insurance (Flood insurance)?

[jraj]

My car is a Fiat Petra 1.6
I was told even if its covered in insurance,I will get only around 50% and also depreciation would be factored in.

But my doubt is,can the starter motor give away just like that without any prior warning?

-Jey