As posted in the "Booked My Car Thread" I had booked and taken delivery of an Ertiga ZXi+ Silky Silver on 23/12/2015. Detailed below is my harrowing experience with the car running out of fuel within 5km.
I had raised a complaint with Indus on 26th December for which they said they would get back to me. Which they have not till date (3 weeks). So sent the following e-mail to Maruti today. Hope at least then there will be change for good.
Ps.The e-mail has been edited to protect privacy by removing vehicle and personal details.
New Vehicle Runs Out of Fuel Within 5 kilometres of Taking Delivery
To:
contact@maruti.co.in
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Dear Sir / Madam,
I had bought an Ertiga Zxi+ ( VIN Number MA3ELXXXXXXXXXX) from Indus Motors Trivandrum on 23/12/2015. Firstly I would like to place on record the excellent service rendered by the sales executive Mr Rajesh P who handled all my queries and requests. But the delivery team negated all that with the following incident.
At the time of delivery the odometer reading of the car was 39 km. At the time of me inspecting the car at the yard before registration, (as per the PDI list given on Team-BHP of which I am a member), the odometer reading on the car was 11 km and a job card mentioning that 5 litres of petrol was filled in the car on 15/12/2015 was seen in the glove box. At the time of delivery I was informed by the delivery team that another 4 litres of petrol was filled by them. I was also given a coupon for another 4 litres of fuel. As I had a few guests at home, I decided to head home (less than 4 km from the showroom) and fill petrol later in the night.
At around 8 in the night I took the car to fill fuel availing the 4 litre coupon, when barely 750 meters from my home (with the odometer at 44km) the car got switched off leaving me in a very difficult position with only my wife and 3 young kids in the car. I was flummoxed as to what had gone wrong. I tried starting the car a few time. The engine was cranking but would not start. Thankfully I had not entered the main roads and when I sensed the engine dying out I steered the car to the side and managed to stop somehow without any danger to me or the car. I immediately rang up Rajesh and told him about the predicament I was in. He told me that the fuel must have got over.
How is that the 4 litres of fuel that the delivery team told me was in the car over within just 5 km of driving? It dawned on me that the 4 litres of fuel which they claimed to have filled was never filled by them. In fact only the 5 litres of fuel filled in the yard on 15/12/2015 was in the car. It was with this fuel that the car had run the 39 km till delivery and they did not even take care to fill fuel for the car to run even 5km after delivery. How cheap when the customer is buying a car spending nearly 10 lakhs.
I then had to then call up my father who is a senior citizen as I could not leave my wife and kids alone at that hour stranded by the roadside. My father then had to go to a pump and buy petrol in a 2 litre bottle twice as a minimum of 4 litres of fuel were needed in the tank to start the car. Not to mention the embarrassment of being stranded by the roadside in a brand new car. Finally it was only by 9:30pm I was able to get the car started and move on. It spoiled our new car experience and enjoyment and all plans for the evening.
Once again a special mention about Sales executive Mr Rajesh P who went beyond the normal call of duty and was in contact with me till the car got started. This incident was reported to Indus Motors on 26th December when I was called by a lady from there to provide feedback about the delivery. When I narrated the harrowing experience I went through, I was assured that the incident would be reported and that they would get back to me. When asked to rate the purchase experience during the feedback call on a scale of 1-10, I clearly said that I was giving a Zero for the delivery team with full marks to Rajesh.
But after that call when I raised the complaint till date there has been no response by Indus Motors. Our family has been a long-time customer of Maruti. In fact our first Maruti 800, a car we bought in 1995 from Popular Motors Trivandrum is still with us 21 years later. Later we bought an Alto Lx in 2004 from Sarathy Motors, Trivandrum, an A Star Zxi in 2011 from Hercules Motors Trivandrum all of which bought from different Maruti dealers in Trivandrum are still with us. Point to note is that we never had any such experience with any of the other Maruti dealers where fuel to run even 5km was not filled before handing over for delivery and that too all the other cars were budget hatch backs costing at the most 4.5 lakhs. Our very first experience with a premium nearly 10 lakh Rupee car with Indus Motors has started off on a sour note.
Being an automobile enthusiast and automobile engineer by training, and in the Banking sector as a profession, many people who are planning to buy cars interact with me and I usually guide them to Maruti due to the ease of ownership and transparent dealings. This experience has shaken my belief in Maruti
I request Maruti to intervene and direct the dealership (Indus Motors) to provide the car with fuel to run the car for at least 30km (which I feel is very reasonble) in future. So that no other customer is put through such a harrowing and embarrassing situation in future.
Regards,
Ramon Jose P
PS - Another issue I am having is that the Extended Warranty Documents of the car states that the validity period starts from 15th December 2015. But I had taken delivery of the vehicle only on 23rd December 2015. I request that I am issued a corrected Warranty Document.