Going to service the Pajero myself : Poor Mitsubishi dealer experiences in Delhi (mods, please move if this is not the appropriate forum).
My Pajero SFX, bought 4 months ago has just gone in for its 2nd service at 10,000km, and I am just appalled at the whole mitsubishi service experience, to the extent that I have decided to do all the services on my vehicle myself from here on out (I am mechanically inclined and used to repairing and servicing cars myself).
The car's 1000km turned in to a fiasco. First on the inner door handles, there are plastic tabs that hide the screws. THe vehicle was delivered with the tabs missing on the rear left door. I didn't notice it at delivery time. At the first service I pointed them out and was told they were not in stock and would have to be ordered, but they didn't do it. But worse, they presented me a 1000 rupee bill for correcting the steering wheel alignment that was off right from new. When I asked them why I was being charged for correcting what should have been ok from the start, they tried to tell me that since the service schedule doesn't list wheel alignment at 1000km, I have to pay for it, never mind that it shouldn't have been a problem to begin with. When I objected, their service manager got unpleasant and I left after a fight, only to find that they had made the alignment even worse. I was too furious too remember the door handle tabs and too furious to go back to them.
Come 10,000km service, I went to a different dealer in a different city. This time I was told that I would have to pay for the door tabs because they are not responsible for things that fall off the vehicle. In the meantime the power antenna had become defective and failed to retract fully. Because it failed to retract, it had brushed against low low hanging branches and become slightly bent. The dealer told me that Mitsubishi would not replace it under warranty because the warranty processing employees at mitsubishi will say that its been damaged through negligence. but I can pay 6000 rupees to have the antenna replaced at my cost! And if the problem is with the motor mechanism not retracting properly, its Rs20,000 for the assembly! I told them to leave it.
While the guy was filling in the data, I told him that I saw that the 10,000 km service included wheel alignment. And he acted as if they don't normally do that and started asking me if the vehicle needs it. I was appalled! If the service schedule says it has to be done at 10,000km, it should be done! If I hadn't mentioned anything, it was clear that they wouldn't have done it. And that left me wondering whether they'll do any of the things that are listed in the service schedule.
And then the guy gives me the estimate for the "free service". Rs 10,000! i ask what the hell is included in it, and I find all sorts of additions from fuel additives to oil additives to vehicle polishing and interior "drycleaning". When I objected, he tells me "you asked for it". I had asked for them to clean the vehicle, presumably just a spray wash and a vaccum of the interior. I eventually had him remove everything and got the estimate down to 3200 for the oil, filter and brake fluid top up. Why the hell the brake fluid ought to be topped up at 10,000km unless there is leak, I don't understand. I've never heard of such a thing since the brake system is sealed, except at the fluid reservoir which is not leaking.
And then they called and said the vehicle is ready and the bill is 4000. Who knows what they've added on for 800 bucks.
I get the impression that not only does HM-Mitsubishi not care about customer satisfaction, the dealers are looking to take as much money from the customers on service as they can, while providing as little service as they can get away with, to the extent of not even doing the things that they are supposed to as per the service schedule.
SO what the heck should I go to Mitsubishi dealers for in the future?
I have decided that I will do all the future services myself. The only concern I have is whether I will be able to procure Mitsubishi parts as I need them, and how it will affect the resale of the vehicle for the service booklet to not have dealer stamps for the services. I will keep all the bills and keep a log of everything I do in each service, but I wonder if that will make up for an empty service booklet.
At any rate, I now have ZERO faith in Mitsubhishi dealers and in Hindustan Motors, and I will advise everyone I know to not buy a Mitsubishi.
There is no reason for anyone to expose themselves to dealers who are trying to make up revenues on service that they are failing to make on the sale of cars due to low sales of Mitsubishis.
I was deeply impressed with the Cedia and thought that it was stupid to buy any other sedan under 13 lacs (if you were ok with petrol) and have been recommending this car to anyone who will listen but based on the attitudes of Mitsubhishi dealers, and the obvious lack of interest in customer satisfaction on HM's part, I will no longer recommend Mitsubishis. Quite the reverse in fact.
Last edited by Harbir : 10th October 2012 at 19:08.
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