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Old 25th June 2010, 21:38   #1
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Default My Manza QJD completes 24 days in service station (spares not available for repairs)

This is my first post on Team BHP.....Heck, this is my first post on any of the forums i have visited. So please forgive me for any mistakes.

Unfortunately I have to begin posting on TeamBHP with the horrid story of my experience with tata service for my manza quadrajet. The story follows..

The Car

I decided to buy the indigo manza quadrajet mainly due to its unbeatable value of money. I had gone through numerous reviews (thank you Team BHP) before making my decision. Only doubt was the infamous TATA A.S.S, but decided to try my luck with the service, bad decision!
But I was more or less happy with the car, no major complaints.

The incident

I had left my car at my home in kerala and was busy with work at bangalore where my alto ran into some problems. I gave a call to my dad briefing him about the expenses (20k, more on that later), but he had a more shocking news to share. The previous day he had an accident in the Manza involving a bike. He was crossing the main road and the bike hit the car at very high speed on the left side. It seems both failed to spot each other. The bike hit the car on the LH side fender and both passengers and the bike were thrown upwards and landed on the other side, quite a heavy impact. Fortunately the bikers had no serious injuries and after a visit to hospital they left and gave a written statement stating no complaints.

Aftermath

The next day after all the legal formalities, the car was driven to the service centre at Manipuzha, Kottayam (Focuz motors). There was some body damage requiring the replacement of the front bumper, the LH side fender and some very minor repair work on the bonnet. Later checks revealed that there was damage to the wiring. Some connectors had broke near the LH side fender and It was decided that certain wiring kits require replacement. The parts required were wiring harness to engine room and wiring harness to headlight assembly. We were quoted twenty days to procure these parts! We started giving frantic phone calls to other service centres at different places including bangalore, but the wiring kits were not available anywhere. But many promised they could arrange these parts in four or five days.

Finally, the service centre guys then gave assurance that they will procure the parts within a week. The body repairs were quickly dealt with and after a few days we were told the wiring kits have arrived. My dad paid a visit to the service centre and to his horror, found they messed up the part number of the engine room wiring harness and got indica vista's wiring harness, which would'nt fit!

Days passed on and we were losing patience. My sisters wedding is on first week of July which is getting ever closer. We told the service guys the wedding is on 20th of June just to try and speed up the proceedings but they continued their laid back approach. We started calling service helpline numbers and registered complaints on tatas website, but in vain. Trust me, it is very very difficult to get email ids or phone numbers of high ranking officials of TATA motors. I sent e-mails to whatever ids I could gather from net, (I suppose, many of them were incorrect) but I never got a reply back. We contacted TATAs service head for south zone (in chennai) on phone. After severarl phone calls, the next day I got a call from him informing that the part has been airlifted to the service centre. Meanwhile I drove down to my hometown from bangalore with my cousine in my Alto.

I paid a visit to the service station and saw the sorry looking car. The entire dash has been stripped down and all the removed parts (steering, combination switch, console switches, dials etc) were shoved on to the rear seat. I saw the broken connector which goes to the ECU. Trust me, it doesn't look very serious to a normal person, but these things are very sophisticated to be ignored.

The airlift story didn't last long and by evening I got the confirmation that the part hasn't arrived and again some mistake has happened. I called up the service head in chennai again, but he said he is helpless as the part is not available in the warehouse also. TATA has a factory that rolls out may be a hundred plus cars per day, but they can't find a simple spare part for one car!!! Unbelievable!. Agreed, the service and factory may be separate, but there is nothing that can't be arranged. If someone has phone numbers or email ids of higher officials in TATA motors, please share with me, I need them.

We have been informed again that the part has been despatched, But I am not convinced since even after two days it hasn't reached the service station. I am keeping my fingers crossed.

Now 24 days are over since my car was taken to the service centre. I have become tired of hearing sorries and misleading stories whenever I call the service guys. I have lost hope on TATA motors service and don't expect to get the car back before my sisters wedding. Manza is a wonderful car, but this sort of service will see prospective customers walk away from it. A quick search on internet, and I got a few more stories of customers having to wait for weeks for spare parts of Manza. I can't believe they are selling cars without making spare parts available for service.

I can't write any more, gotta keep from using abusive language on teamBHP.
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Old 29th June 2010, 18:27   #2
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Sorry to hear this wheelnut but this is pathetic service. In 25 days they would have got it from the manufacturing unit if they wanted to
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Old 29th June 2010, 19:36   #3
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Very sad state of affairs. TATAs have been in the business for several years. Just imagine the impression this incident is going leave in our minds, though this may be an isolated case! It will influence me in my decision making process.

Did they give a loaner car to you? Please request if you need one.

(When I had such a long wait with my alto, I was given a SWIFT by Maruti (in a weeks time) and I fell in love with it! Suddenly I was having almost double power, solid shell around me and superb handling. I did not care to call the workshop at all and enjoyed driving SWIFT all around. It was a sudden elevation to paradise! Life looked too thrilling. No frequent a/c operation, responsive brakes, pickup, you name it, I had all of it. But all good things should come to an end, right? I handed over the swift back with pain and took back my alto. On touching the steering of my own car again, I felt, how miniscule it was. )
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Old 29th June 2010, 20:11   #4
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A new offering and this is how they handle that customer. Pathetic is too light a word to refer to this experience!

Yes, do ask them for a loner car and also do bring this to the notice of few of the auto magazines.
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Old 30th June 2010, 23:08   #5
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Quote:
Originally Posted by specialist1968 View Post

Did they give a loaner car to you? Please request if you need one.
Nope, a loaner car was never offered, and I am not sure whether I can ask for one since the whole thing is the result of an accident.

By tomorrow my car will be completing one month in the service centre after the incident. The good news is the wiring kit has finally arrived and they have started working on the car. I hope to get the car ready by tomorrow, but then again it is TATA service....can only hope.
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Old 1st July 2010, 17:45   #6
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There is a contact somewhere in the forum of a managerial level guy from the TATA pune factory, put in a search for his email id in the forum and mail him immediately.
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