Similar exp with RNS, Y'tpur. Riju,
What you have gone thru' is quite disturbing. I (and another friend) went thru' similar experiences with RNS at Y'pur, after which I came to the conclusion that Maruti is actually going down on their so-called "historically famous" Customer service reputation due to dealers like RNS.
This incident happened atleast a couple of months back, when my friend was planning to buy a new car and he wanted to buy a "Maruti" only. So, we decided we would test drive the newly launched A-Star at RNS as that was closest from our area (I stay in hebbal/Sahakarnagar).
It was a saturday. Around 2:45pm, I call RNS motors and ask if the TD vehicle of A-star is available or not. The exec on the phone blatantly told yes. When I asked if it can be bought home, she said being a saturday, it's quite busy so it would be difficult. So I volunteered to go to the showroom and do the TD. I asked her to block the car for 4pm, to which she said, "we cannot do that, as anyone can take it out for a TD, you may have to wait for 15 mins". Fair enough, I agreed and went there with my friend.
On reaching the showroom at 4:15pm, I went to the reception, where 3-4 women immediately started asking if they can help me. I said, I spoke on the phone at 2:45pm for TD of A-star and was asked to come to showroom. Immediately, 3 exec left the place and the receptionist said, "sorry sir, the car is in Airport Road for an exhibition". I was surprised, asked when did it go? She said "it's there from today morning"! I was really taken aback! I told the receptionist that when I called RNS motor about 2:45pm, they asked me to come to showroom. She said "Sir, that was the call center number, so they may not be having latest information about the car being out for the whole day!". I controlled myself, told them that it was highly unprofessional for them to do something like this to me that too on a holiday. Without making a fuss, my friend and myself went and checked out the car (A-Star) inside the showroom on display and left. I told that I would be coming next day (Sunday) morning for the TD!
Next day, I call up the same number and ask if the TD car is available or not. As usual the lady confirmed. So, we reach RNS at 10:20am and talk to the receptionist (a new lady today). She says okay for the TD and asks us to fill up a form before the TD. We filled it up and then she asks us to wait for 5 mins. We decide to wait outside in the parking lot, where the TD vehicle was. When we went there, we were shocked to see that the TD vehicle was getting loaded with A-Star advertising leaflets in the back seat and 2 executives were ready to take the vehicle out. I immediately asked one of the exec, where is he taking the car, he answered hurriedly- We have an exhibition at palace grounds today and we are leaving immediately. I ask if there is another A-Star vehicle for TD, they said no and it was the only vehicle. Saying that, they took the car away in front of our eyes! I was now quite angry, though my temper was in control. I could feel a cold rage building up in me. I wanted to talk to Head, Customer Care. I knocked on his door, his assistant asked me what it was about, I coldly told her everything and then said, if I dont talk to your boss, I would send a mail to Maruti HO and mark a copy to Mr. Khattar. The lady simply said, "Mr. Khattar is no more our MD and you can speak to my boss, go ahead", with utter disdain! Finally, when the head of CC spoke to me, I explained him everything and in turn he said "I am sorry, your take my card and give me a call, I will send the car later at your convinience! Now we don't have a car for td."
I took his card, never called him again, had a friend in Pratham (from where I got my Wagon R) who gave us a TD that very day in the afternoon and finally my friend bought a i10 magna! (This line is OT though!).
Well, RNS surely has does not value customer's time or customers at all. My personal opinion, which was formed over a period of time! |