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Old 15th June 2010, 14:10   #1
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Default Reliance Autozone/ V-Kool - Disastrous service + Damage to Car + Sheer Negligence!

Email being sent to VKool, RIL Autozone Regional Manager, Auto Mags - just awaiting pictures of damage + scan of letter from AZ Manager.

To all concerned,

I would like to bring to your attention the ridiculously negligent service at Reliance Autozone (Gurgaon Ambience) during the installation of V-Kool sunfilm. I am not sure if the individuals were employed by Autozone or by V-Kool but they have not only significantly damaged my car but also ruined the reputation of these 2 brands in my perception. My conclusion of the situation is below - I hope the management of the concerned companies will take out the time and effort to prove me wrong.

1. V-Kool does not train their staff/franchisees nor conduct follow-ups to check the quality of the individuals handling their product - Having set up the franchisee system wherein royalties fill their coffers, they have become complacent in their practices and do not value their customers. This is the only reason why such a poorly managed franchisee would have the license to offer their products.

2. Reliance Autozone believes all its customers are liars and thieves - if the customer cannot show 100% proof of Reliance's fault inspite of blatant negligence on AZ's part - it means the customer is at fault and Reliance does not care.

Below is a detailed walk-through of the incident.

On the afternoon of Friday, June 11th (1.30pm), I brought my 2010 March Audi A4 to the Autozone garage. I had previously visited and met the store manager Mr. Amit Gupta who seemed like a knowledgeable man, he convinced me to install the V-Kool film in the car - sides, back & front. After being told the installation would take 4 hours, I left the premises under the assumption proper care would be taken as it is the least expected from a brand originating from the RIL stable.

Upon returning at 5.15/5.30 pm - I find the rear view mirror hanging from the glass by a wire and 3 individuals (2 in civilian clothing and 1 in Autozone uniform) struggling to put it back together with a screwdriver. On seeing this sight, I immediately told all concerned to get out of the car so I could examine the situation. While they had managed to somewhat re-attach the base, the housing for the wires was not fitting properly. On examination, the clip of one end was found to be broken and although it would 'fit' on top of the base - it would still not be aligned properly. I instructed the people not to fiddle with the item and leave it on the side.

Mr. Amit Gupta, at this point reassured me that the damage was indeed the installers fault and they would take all measures to ensure it is addressed properly. Audi's workshop in Gurgaon was contacted and we were told their workshop is closed. Amit reassured me that the part would be repaired/changed by the authorized service center the very next day - I accepted his word and when told the process would still take and hour, left the premises and returned at 6.30/6.45 pm.

On my return, I found one of the installers had left the squeege and another item on the front passenger side - it was soaking in some chemical water and left stains on the beige leather seats. Furious at the carelessness, I shouted at the person to properly handle his tools and clean the seats immediately. This was notified to Mr. Shravan K (position unknown) who took up the issue with the staff.

I checked the car from the outside and told the installer where I was seeing problems (bubbles/marks) etc and he proceeded to work on them. I asked for the bill to be raised and proceeded to check the car from the inside. This is when I saw a dent in the wooden console next to the gearshift. This dent was in the shape of a screwdriver head which was used by the 3 individuals while they were struggling to re-attach the rear-view mirror. The Console area was where they were sitting/leaning/shuffling around for a good 10-15 minutes while the re-attachment was going on.

When I showed this to Mr. Gupta, he refused to accept this was caused by his staff - stating quite simply that the damage could have happened before the installation started. I was shocked at this ridiculous claim as the car is barely 3 months old and does not even have a scratch on the outside forget the interior! Whereas during the previous 5 hours, his staff managed to break the rear-view mirror, disgustingly filthied the beige seat and damaged the pristine interiors! This act was nothing besides complete failure to take responsibility for your staff's negligence simply due to the absence of the customer. All other horrors were accepted by your staff as they happened in front of me but since I did not *specifically* show the scratchless interiors. RELIANCE AUTOZONE - your management takes the short-cut and screws over the customer!

My request was simple - We will go to the Audi workshop the next day, as committed and after getting an estimate on the damages caused by Reliance staff, I will release the differential payment. Mr Gupta did not concede to this and asks me to follow him. What happens afterwards is even more appaling, I am escorted to a back-room where a Mr. Anudeep Singh (position unknown) threatens to call the Police if I do not pay the bill! I am the customer who has suffered the damages yet I am being threatened! After 3 hours of their consulting their senior (Mr. Vineet Bhalla) and their denying the dent/scratch was caused by their negligence - I realize these people will not acknowledge their mistake.

I was being expected to ignore the broken mirror, dirty seat & dented console but am supposed to pay the full outstanding amount only then will I be allowed to leave! Is this Customer Service? It is a joke on the customer and a shameful reflection on the business practices of Reliance and V-Kool that their TRAINED STAFF/FRANCHISEES can cause ridiculous damage to a car yet get away with taking responsibility.

At 9.30pm, completely frustrated and tired of the 8 hour ordeal, I ask Mr Gupta to put down a summary of the events of the day. While he categorically mentions the broken mirror, he initially refused to acknowledge the dent but subsequently mentioned the use of a screwdriver by his employees inside the car, the dirty seat was not mentioned as I did not bring it up but hopefully the people concerned will be honest enough to acknowledge this. I was offered a Rs. 5000 discount as a gesture of their goodwill - I did not want any discounts - simply an acknowledgement of their staff's mistakes and responsibile customer service in having said mistakes rectified. These gentlemen did not understand the concept of honesty & RELIABILITY and my bill was processed less the Rs 5000.

Disgustingly, I paid the bill, with the hope that the Senior management of both Reliance and V-Kool can remedy this situation by acknowledging the poor practices here. I failed to re-check the car considering it was 930pm and dark in the basement.

At this point, the front pillars of the windscreen have disgusting chemical/dirt marks on them from the installation, the sun-film is filled with bubbles and there are already scratches on the film - despite not opening windows for over 24 hours. I am very disappointed in the quality of the V-Kool installation - This is not what is expected after spending Rs. 40,000!!!

Can the concerned people at V-Kool (if they are concerned) please get in touch with me regarding how this issue is to be handled?

Can the concerned people at Reliance Autozone confirm that they do not understand the concept of customer care and I will have to get the car repaired on my own?

>>>>>>>><<<<<<<<<

I was not interested in any discount, just for the wooden panel and mirror housing to be exchanged/repaired.

Would appreciate if anyone can provide contact details for VKool management, Reliance Autozone management. The manner which they have handled this is sickening and I really want everyone to be aware of what a poorly run business this is - Avoid at all costs!

Thank You.
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Old 15th June 2010, 14:15   #2
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sad experience. that too when an ordinary road side 2-3k garware install happens more professionally

but i think this is in the wrong section. should be in the reviews section
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Old 15th June 2010, 14:25   #3
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Ohhh this is really bad.
I hope you plan to take appropriate action against them.

Thank god it was not me,if they had done this to my car,i would have thrashed them, black and blue
Do you have pics of the damage?
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Old 15th June 2010, 14:25   #4
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Sorry to hear about your disastrous experience in something so simple as installing sun film.
Try the below no.s
022-6186501 / 6186502
K.S. Sahni - Chairman & MD (you can probably ask for him)

Found this on the internet. You can try contacting them on the above no.s if you haven't already.
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Old 15th June 2010, 14:29   #5
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Man, this is absolutely shocking & totally unacceptable. I didn't realize that this place is such a rip-off! You'd think that setting up shop in a premium location like Ambi Mall, they'd be way more professional & courteous!

Why not get hold of a good lawyer & send them a legal notice - will cost you some money but I think it would be worth giving it a shot. Actually, the only thing that would work would be using some clout & strong-arming them - that's the only language these guys would understand. But then, we wouldn't like to take that route, would we

Last edited by suman : 15th June 2010 at 14:31.
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Old 15th June 2010, 14:49   #6
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Very Very Bad thing to happen. First of all a shabby job by the Individuals and then Irresponsible behavior by the Seniors. This matter needs to be escalated to the highest point. How can they be so careless towards a Customer's Car?
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Old 15th June 2010, 15:32   #7
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40K for sunfilm . That's waaaaaaay too much IMO. The 5K discount they offered is really peanuts.

I for one keep away from anything that has Reliance on it these days. They are trying to get into everything at the same time. Customer service is bound to suffer if you pursue breakneck expansion. The Ambi mall shop (down in the basement parking) is a scene of frequent arguements (witnessed a few while parking). My impression of them is that they are damn expensive and callous so I can completely agree with your narration of the events.

One buys a premium new vehicle and then some idiots mess it up
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Old 15th June 2010, 15:49   #8
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This is a really bad scene. I know how it feels to have your prized car ruined by some douchebags and then to deal with their absolute apathy towards the matter. Luckily my situation got resolved and there was no physical damage to the car. Here's a link (Sunflim trouble on the BMW !!), but I doubt it'll help your cause at all.

I'm hoping that escalation of this matter will resolve the matter for you, although I somehow believe that a damaged assembly is a damaged assembly, and a repair job is after a repair job. It shouldn't have happened in the first place.

BTW, I'm not blaming you at all, but just saying...I have NEVER left my car at an accessories store for any fitment. Especially sunfilm / alloys. I simply do NOT trust people with my car, and always like to ensure that I am witness to the entire work so that they can't throw about false claims and wash their hands off some mishap if it occurs.
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Old 15th June 2010, 15:59   #9
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Too damn sad speeding@160mph, serves as a caution to all of us.
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Old 15th June 2010, 16:10   #10
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Yet another bad experience from Reliance Auto Zone. I also had a bad experience from reliance autozone HSR layout bangalore. I went for installation of Auto cop for my santro,the installer with great difficulty took 3 hours and installed Autocop and installation was so amateurish, i really repented coming here. Seeing the installation i thought in my mind, i will never step into Reliance Auto Zone again.

Next day i had some problem with autocop functioning, indicators used to blink whenever i jump some humps and Poth holes. After having seen the installation i decided not to go to autozone and came to AutoCop service center directly with warranty and reciept and got it checked. Autocop corrected some small mistake during installation and thing worked fine. Now the real shocker, they informed me two sensors Front bonnet and rear dicky are not installed. Immediately i called autozone and fired the manager, they checked with installer and accepted the mistake and told me to get the car. They installed it. And i promised myself never to step into this place again.

I feel the kind of complaints that are coming against Reliance AutoZone in team-bhp forum itself, i dont think it will survive much longer. Already the shops looks empty with no crowd compared to normal accessories shop.

Last edited by shamanth : 15th June 2010 at 16:18.
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Old 15th June 2010, 16:18   #11
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@flyingspur - I hope VKool is as serious about their Customer Support as 3M was!

The email has been sent, I have not attached pictures as the glare from the wood is hiding the dent/scratch. Besides that, everything else they have admitted to and acknowledged as their mistake. The Film installtion quality is for all to see - It is seriously bothering me, the 3M on my CRV is near perfect without any scratches and its been over a year now.

I have the option of calling up American Express and voiding this transaction stating improper quality/product and care. Have not done so yet

- I want a response from VKool as to what their training/operating practices are - they can't have any tom/dick/harry 'installing' such expensive film on such an expensive car without maintaining proper care!

- I want a response from Reliance Autozone as to what their customer support policies are and what checks/balances they have in place to protect the interest of their customers. This is blatant disregard for a customer and quite insulting to hear.

I only managed to get the email ID for Autozone regional manager - any help in finding other contacts will be much appreciated.

Also - I usually send out my driver to get this job done - its always perfect. He is on break for a month so I had to drop off the car myself. Shamefully - I don't even know the name of the place he usually gets the work done from. Lesson learnt - will let him do his job even if it means waiting a few weeks.

Last edited by Speeding@160mph : 15th June 2010 at 16:22.
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Old 15th June 2010, 16:22   #12
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@ Shamanth - Probably meant it's very hazardous for you every time you go over a speed bump

@ Speeding - It does take some patience, and patience is very easily to lose when you see your car (an Audi, no less) in a sorry state. But ensure that all your emails are dignified and yet strong in their purpose, and every email clearly worded to communicate in no uncertain terms that you will NOT take this lightly. Ideally, as far as the sunfilm is concerned, the company should have another installer do it for you FOC and recover whatever it is in monetary terms from Reliance. As far as the other damage is concerned, the service station should bear the expenses Audi will charge for setting things right. Play it well, and I truly hope this gets over for you soon.
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Old 15th June 2010, 16:35   #13
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@flyingspur - I was surprisingly very calm & patient the entire time which is quite unlike me. Lost my temper when the guy said 'I'll call the cops' - I blasted them so bad, both apologized and requested me to calm down. Otherwise not a single profanity during the entire 4 hour ordeal! The email is what I have included below - amended it slightly to mention that I will not get the mirror replaced until they acknowledge the entire damage is their fault. Will wait and see what happens.

Worst situation - AmEx will void these charges without a seconds hesitation! The JOY of American Customer Support standards!
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Old 15th June 2010, 16:51   #14
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Great. Keep it going that way. They need to know you're serious, and a customer cannot concede something like language and behaviour to them in such situations. I've had to write to three big companies in the last one year (earning a bit of a reputation, aren't I? Sigh...) beginning with Honda (V6 TD), then Hyundai (i20 fiasco) and the most recent being 3M (sunfilm). I started off being super irritated, and have now learned to cool it and just get the matter resolved
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Old 15th June 2010, 16:51   #15
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Quote:
Originally Posted by Speeding@160mph View Post
Worst situation - AmEx will void these charges without a seconds hesitation! The JOY of American Customer Support standards!
I suggest you give a call to Reliance guys and tell them that you would void the transaction if they do not revert to your emails. If they say, its not in their hands, just go ahead and do it. I am sure the mental trauma of seeing your car in bad shape is more than then money spent on getting the car tinted.

PS: Your mirrors too cost more than the tints! So just do it!
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