A really bad experience I have had with Torrent Motors (Mumbai, Nissan dealership)located at Andheri West. I have as of now cancelled my booking due to this experience and proceeded to book another vehicle yesterday.
The story in brief:
• I book a car (Nissan Sunny Special Edition) with Torrent Motors on 17th. April, by paying the booking amount of 50000 to a representative of Torrent Motors
• Two other representatives, namely Gitesh and Pooja, start calling me to proceed and take forward the booking process.
• I insisted that I want the car on the 13th. May and am told that while every effort will be made for the 13th. a commitment for delivery can be given only for the 15th. May.
• Am told that to get the car on the 15th. I have to complete the entire payments for the car by the 11th.
• Am told that the car is to land at the Vasai yard by the 10th. latest and I can do a PDI before registering in my name
• Since payments were insisted upon pre delivery, I sell my current car on the 5th. May and issue cheques on the 7th. May for the full pending amount
• My cheques totalling 10 lakhs + and personal details for registration are collected by Torrent Motors representative
• This is the story till the 9th., i.e. Thursday morning.
• Thursday evening, I call the representative to check on my promised PDI.
• Now I get a shock, am told that the car has not come to Mumbai, was never on the way, has not yet left the Chennai factory, and is still being assembled
• Am understandably livid, and go to the Torrent Motors showroom on Saturday 11th. morning to enquire on this discrepancy.
• Now I get a bigger shock; am told that my booking does not even exist with them, but, somehow, my booking has come to them through some other DSA in Ghatkopar (which I have not even heard of). They are to enquire and get back.
• I wait till Tuesday, and the GM wants to meet me. I meet them on Wednesday, i.e. 15th. morning again. They continue the game of hide and seek, claiming not aware who did the booking, collected the documents, etc, when the very same documents are lying in a file on the Branch Managers desk.
• They also tell me the car is not in production so cannot really commit when delivery will be
• Fed up, I cancel the booking and ask for my papers, cheques and paid amount back. No one bothers to reply, then am told to send a separate email, which I did yesterday night, but still no response till I write this email.
• I call Arylene, the CRM, who checks, calls back and commits that the booking has been cancelled and the documents and money will be refunded. But they seem very reluctant to put this down as a simple reply to my email.
Escalated this to their corporate communication head, who in turn tok it up with their regional saled head(west) Got a call from the Sales head today, who was extremely apologetic (for once from Nissan) and looked like he really wanted me to buy the Sunny and not cancel my booking....
Really bad experience, and I have now decided to go in for what the heart desires, i.e. the XUV 5oo W6. Caught a phrase by one of the BHPians and it sticks in mind "What the hell, you only live once"
Cheers!