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Old 20th November 2009, 19:18   #46
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The ratings are becoming akin to the B-school rating phenomenon, sometime back in the JD Power's tyre satisfaction survey,I think JK tyres topped. It's better not to trust only a single source.
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Old 29th October 2010, 10:58   #47
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Default Maruti & Fiat top JD Power Customer Service rankings

Maruti is No 1. & Fiat is ranked No. 2 as per JD Power CSI study 2010,

FIAT,with a CSI score of 801, is the most improved nameplate this year.

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Old 29th October 2010, 11:03   #48
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Wow. This is a big leap for Fiat. I hope this translates into sales though.
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Old 29th October 2010, 11:06   #49
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Regarding Fiat, its nothing surprising for me. I have owned 3 Fiat cars since 1999. I received the best service I would ever need.
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Old 29th October 2010, 11:14   #50
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Wow!! Surprising to see Fiat on the top, in general public's opinion. Shows that they have the hunger to improve. Hope they keep up the good work and ensure the existing owners and wannabe owners happy and proud of their machines.

Also, its very surprising to see chevy and ford more towards the bottom

Last edited by funkykar : 29th October 2010 at 11:15.
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Old 29th October 2010, 11:19   #51
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This recent survey has surprises galore, with Fiat at the penultimate position & Tata at the 5th right after the top two & tow "H"s. Even more surprised to see Toyota & Ford behind Tata.

No doubt Tata & Tata-Fiat are trying hard, but, this is hard to believe... would like to reconfirm before putting my two cents.

Me too hope that their Sales numbers increase, & the Aria & T-Jet/MJD do really well.
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Old 29th October 2010, 11:22   #52
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  • Real shocker is here not Fiat but Toyota. It is hard to imagine them at the bottom of the pile. Moreover, never heard any sad stories of Toyota customer service (pre/post sales), either on forum or outside.
  • Credit should go to Tata Motors for they are the ones servicing Fiat cars.
  • Difference between Fiat and Tata ratings is "probably" because of Fiat cars are touch more reliable than Tata cars and hence, comparatively require lesser A/S/S.
  • For all complaints about snobbish attitude of Honda dealers, they are doing quite well at number 3 ahead of Hyundai.
  • Skoda proved what has been long articulated on this forum.
Overall, quite a few surprises there indeed. (Is this for real? )

Last edited by RX135 : 29th October 2010 at 11:24.
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Old 29th October 2010, 11:24   #53
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Its very difficult to understand how Fiat is scoring over TATA? When the service part is handled by Tata guys for both TATA & FIAT cars, are the Tata guys being more caring towards Fiat vehicles than their own? Does not look like when a service center is visited. But as the last numbers are the talking point, congrats to Fiat guys...
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Old 29th October 2010, 11:34   #54
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Quote:
Originally Posted by asdon View Post
Its very difficult to understand how Fiat is scoring over TATA? When the service part is handled by Tata guys for both TATA & FIAT cars, are the Tata guys being more caring towards Fiat vehicles than their own? Does not look like when a service center is visited. But as the last numbers are the talking point, congrats to Fiat guys...
The reason is quite obvious i feel. I had visited the Tata-Fiat service centre for fixing my Punto's A/C problem. After completion, I was asked to rate the service from 1-10 (10 being best).. I gave 10 over there and they asked me to provide the same rating when Fiat guys call me. Later when Fiat people called for feedback, they had some specific questions and in the end I gave a rating of 9. Cause of dissatisfaction i told is that the car was not returned in the same day after repair. After giving this response, the Tata service centre people called me and apologized for the delay and explained me the cause of it. I think they are really after Tata for giving a better service for Fiat cars.
Anyways its good to hear this and way to go Fiat..
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Old 29th October 2010, 11:39   #55
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Quote:
Originally Posted by asdon View Post
Its very difficult to understand how Fiat is scoring over TATA? When the service part is handled by Tata guys for both TATA & FIAT cars, are the Tata guys being more caring towards Fiat vehicles than their own? Does not look like when a service center is visited. But as the last numbers are the talking point, congrats to Fiat guys...
The study includes parameters such as Overall service quality, Service initiation, Service advisor, Service facility, Vehicle pickup/drop etc.

Fiat service team (from the co.) has been contacting many customers directly too. Also I've heard that their service team has grown. This overall focus on service has also helped Tata a big deal.
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Old 29th October 2010, 11:40   #56
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Happy to see that FIAT is delivering on the A.S.S front. I sincerely believe that FIAT delivers the best cars in terms of VFM+FTD factor in india. A.S.S has always been the chink in the armour. With that also improving, things augur well for the indian customer .
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Old 29th October 2010, 11:51   #57
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Quote:
Originally Posted by asdon View Post
Its very difficult to understand how Fiat is scoring over TATA? When the service part is handled by Tata guys for both TATA & FIAT cars, are the Tata guys being more caring towards Fiat vehicles than their own? Does not look like when a service center is visited. But as the last numbers are the talking point, congrats to Fiat guys...
Yes really surprising to see TATA scoring less than FIAT...one thought as this is a customer survey may be FIAT owners, who are die hard fans, dont like to give bad reviews and spoil the image further. I sincerely hope I am wrong and the service has really improved. FIAT owners please tell us your experiences. Seeing this rating FIAT is not going put any extra efforts in improving the A.S.S. from here on.
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Old 29th October 2010, 11:59   #58
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That's the best result for Fiat. Hopefully, they will remain/improve. Good news for prospecive Fiat customers and the company which is in desperate need of more sales
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Old 29th October 2010, 12:11   #59
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I hope FIAT would market this study to gain some customer confidence. I never faced any problem with my 5 years FIAT ownership with Palio and then Punto. I hope sales would start climbing up now.
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Old 29th October 2010, 12:17   #60
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I own a Palio that's with me for last seven and half years and I got a City a year back.

With Palio I never had any major service issues and more so, the car never ditched me on road. It did and continues to do it job dutifully, though usage has been reduced to weekends mainly.

Wtih City, I have gone to the service centre for a squeaking/rattling issue four times and it is still unsolved. Last two times, though I told about this, they did not do anything. It's minor issue I know, but I am mighty pissed off with their attitude. At first, there will be a denial that such thing does not exist. Next statement would be, there are so many parts that are screwed together, there are some "noises" that permissible. I asked them to give that on writing and then only they stopped giving these kind of craps. They even suggested that the noise I am complaining exist only in my imagination! I sincerely hope the market teaches them the basics of services business by pinching them where it hurts most.

I never had any attitude issues with FIAT/TATA-FIAT services. The thing I appreciate about their service is: they do take feeback at the time of delivery after service and one gets a call later from TATA-FIAT directly enquiring about service quality et.al. They do take feedback seriously.

On the other hand, the feedback thing is very inconsistent from Honda ***. Out of four services and one repair job, I experienced this only once. No calls from Honda enquiring about service quality etc.

No wonder then, FIAT/TATA are doing well. If I were to give rating, I shall rate Honda *** below TATA-FIAT.

Cheers
Pratim

Last edited by pratim : 29th October 2010 at 12:19. Reason: spelling corrections
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