[itwasntme]

Were there any electrical modifications carried out or aftermarket electrical accessories fitted? If there were, it can add a lot of headache to the entire process!

[speedmiester]

Let's not jump the guns and start blaming the dealer for the incident even though the incident happened at the service center.

We do not know the exact reason for the incident. The service center are at least honest about the incident (unlike some other incidents we have heard on this forum). They have informed the owner about the incident and have also agreed to repair it free of cost, but the damage looks beyond repair.

It is wise to declare it as total loss and ensure that the service center pay for the differential amount in getting a new replacement.

Thank god, this incident did not happen when your relative was driving.

[bikefreak]

Thanks guys. I'm overwhelmed at the enthusiasm and the time & efforts you all have taken to give your valuable opinions.
This is why Team BHP rocks !!!!

Now to answer a few of your queries . . .
- SC in question is some SC Auto in Thane
- It was bought from another dealer in goregaon - model-LTZ
- The car is about 3 yrs old and has run about 80k kms.
- Car was totally stock, no modifications of any kind whatsoever.
- The car was lying there for 4 days as the alternator was to be replaced and the part was not available.
- The fire brigade had to be called and the fire was investigated but they still do not know the cause.

My relative did ask them to write it off and he was ready to pay the difference and get a new car (as suggested by many of you) but the dealer refused and is trying to convince him that once it is repaired, it would be as good as new !! :(

One of your suggestions to get an independent evaluator to assess the damage and decide the course of action makes a lot of sense. But who can he call ??
The other issue he is facing, is that, the SC has not given anything in writing and not even responded to the emails.
Although the customer care in gurgaon did email back saying that they will ask the service manager to contact and give all the assistance.
Unfortunately the SC has not yet responded.

Thanks once again for your efforts and inputs

PS: @ Moderator - Thanks for changing the title, this one sounds better

[Sheel]

Escalate it with Chevrolet India. Write mails & keep record of it. If the SA doesn't respond, mail, again.

Somehow or the other, convince the insurance company to give in to a full claim.

Mailing them that you are going to buy a Chevrolet Cruz again might tilt the scales in your favor a bit.

The dealer it seems isn't cooperating. Chevrolet needs to step in, ask them to owe up.

Whatever after market accessories would have caused it (if it was), the Car caught fire at the service center and that is it. And I don't think much can be proven.

[Sommos]

Originally Posted by ghodlur

GM is not going to get involved in this IMO. So its between the workshop and your relatives.

Originally Posted by girimajiananth

2. If the car had manufacturing defect , then the manufacturer is responsible , else it will be the service station.

Originally Posted by mobike008

Chevrolet will be no way responsible for this incident but, it would be prudent to send their highest authority an email with pictures and atleast ask them for an acknowledgement and possible resolution ideas

But why should GM not be responsible for such incidence happening at their dealership?

Infact when we give our car for servicing we are entering into a service contract with the manufacturer through their agent i.e. the dealer. In case such an irrepairable damage happens to the car in the dealer's premises, how can GM be relieved of their responsibility?

[HydroXidE]

Originally Posted by bikefreak

My relative did ask them to write it off and he was ready to pay the difference and get a new car (as suggested by many of you) but the dealer refused and is trying to convince him that once it is repaired, it would be as good as new !! :(

One of your suggestions to get an independent evaluator to assess the damage and decide the course of action makes a lot of sense. But who can he call ??

You should report this to the insurance company under which the car is insured. The insurance companies have their own surveyors and evaluators who assess the damage. Pre-owned car dealerships may also have contacts with surveyors and evaluators who may agree to inspect your car for a fee.

Feedback from your insurance company may be vital here. If the car is not worthy for the road, the you'll have some paperwork to do at R.T.O.. and in most cases R.T.O acts only on FIR etc. Please consult the car insurance company for advice and further course.

Additionally, regarding the fire incident at the S.C, was the police informed about this?.. It will also be vital to follow up on the fire investigation to know the cause of the fire. You'll need to know if it was a freak accident, negligence on SCs part or otherwise.

Also, please go through all the insurance fine-print for claims under different circumstances and all those conditions under which insurance can't be claimed. Things may take a different course based on the actual reason for the fire.

[fundagenie]

Originally Posted by bikefreak

Thanks guys. I'm overwhelmed at the enthusiasm and the time & efforts you all have taken to give your valuable opinions.
This is why Team BHP rocks !!!!

Now to answer a few of your queries . . .
- SC in question is some SC Auto in Thane
- It was bought from another dealer in goregaon - model-LTZ
- The car is about 3 yrs old and has run about 80k kms.
- Car was totally stock, no modifications of any kind whatsoever.
- The car was lying there for 4 days as the alternator was to be replaced and the part was not available.
- The fire brigade had to be called and the fire was investigated but they still do not know the cause.

My relative did ask them to write it off and he was ready to pay the difference and get a new car (as suggested by many of you) but the dealer refused and is trying to convince him that once it is repaired, it would be as good as new !! :(

One of your suggestions to get an independent evaluator to assess the damage and decide the course of action makes a lot of sense. But who can he call ??
The other issue he is facing, is that, the SC has not given anything in writing and not even responded to the emails.
Although the customer care in gurgaon did email back saying that they will ask the service manager to contact and give all the assistance.
Unfortunately the SC has not yet responded.

Thanks once again for your efforts and inputs

PS: @ Moderator - Thanks for changing the title, this one sounds better

This is a total mishap. My thoughts are this should be not left with just the dealer or GM, considering it is equivalent to destroying ones property. I would suggest lodging a police complaint and take legal actions. The service centre would try to somehow convince repair is a good option considering they are the culprit and someone or the other would be answerable.

Also if nothing is provided in writing, am sure your relative would have the service slip to prove the car was in the service centre and ofcourse with fire brigade involved it would just strengthen his case. The fire might be caused due to some accident or some technical issue, but end of the day its destroyed the car and thereby the hard earned money of the owner. Even for an insurance claim, am sure it would require a police FIR.

Go the legal way, what ever happens and get the SC compensate with a new car or equivalent cash. I believe the person can also approach consumer court on this matter. If there is any legal experts out here, it would be great if you could pitch in with your suggestions as it would be some good info for all of us.

FundaG

[mobike008]

Originally Posted by Sommos

But why should GM not be responsible for such incidence happening at their dealership?

Because the service center network is NOT owned by them.

They merely authorize and appoint them based on their historical experience, financial status and provide training to them to ensure their reputation is not marred

In this particular case, GM is not directly responsible for this incident. The SC is directly responsible. So legally, GM is scot free from this situation. As a responsible and reputed company all they can do is to ensure speedy response and an amicable resolution via. their dealership

[girimajiananth]

Originally Posted by mobike008

Because the service center network is NOT owned by them.

They merely authorize and appoint them based on their historical experience, financial status and provide training to them to ensure their reputation is not marred

In this particular case, GM is not directly responsible for this incident. The SC is directly responsible. So legally, GM is scot free from this situation. As a responsible and reputed company all they can do is to ensure speedy response and an amicable resolution via. their dealership

+1 To that , thats exactly what I meant . GM will be responsible only if its a manufacturing defect.

[ghodlur]

Originally Posted by Sommos

But why should GM not be responsible for such incidence happening at their dealership?

Infact when we give our car for servicing we are entering into a service contract with the manufacturer through their agent i.e. the dealer. In case such an irrepairable damage happens to the car in the dealer's premises, how can GM be relieved of their responsibility?

GM surely would not be responsible for any mischief that happens in the authorized workshops. Yes, if it comes to any reputation damage then they might respond. Now if the workshop is acting smart by promising to restore the car to its original shape who will give the guarentee that the car is safe to drive?

@bikefreak - Any information about the cause of fire as given by the SC guys.

I have seen SC Auto workshop in Thane, exactly located at Majiwade junction. The workshop is too small and cramped.

[Santoshbhat]

I would advise you to immediately contact a lawyer and take steps which would help you to proceed legally. The job card, the photos, and any other written acknowledgment received from the SC will all be very important. Lodge an FIR if the lawyer advises you to. Time is of the essence in such legal matters as a delay of any kind will put you on the backfoot. The SC is not giving you anything in writing , which shows they are already making their legal strategies.

[Jaggu]

Woah! Repair?! No way, if you love your relative please ask him to work out a plan so that he can claim insurance and get remaining chipped in by dealer so that he gets a new car!

Trust me it seems like a freak accident and insurance is for times like this. Since its partly the dealers responsibility (maybe full) let him cover for shortfall (depreciation, road tax, insurance, sales tax etc)

Option 2: is legal stuff which is going to take donkeys years.

[itwasntme]

Would like to add that in addition to emails, re-send or document all your requests to the Service Centre through Speedpost / Registered Post with the PoD / Acknowledgement Due service.

In my opinion, nothwithstanding the digital evidence laws in India, hard copies of your requests is LIKELY to carry more weight.

Net net, DOCUMENT EVERYTHING!

2 more questions:

Was the alternator positively identified as the ONLY culprit (and hence awaiting replacement), or were there suspected issues with the battery / wiring harness too?
Was the 'faulty' alternator fitted in place when the event took place? From the picture, I think the fire started from the alternator/engine rather than the battery - the latter is pretty intact. Assuming they removed the alternator to test it, they may have carelessly fitted it back (if done) or left open wire-ends which evetually sparked off the fire.

[mayankjha1806]

The car cannot burn just like that when parked inside the service center, it wasnt even running. From the look of it, it could be carelessness on the part of Service Center. For all you know there might be Diesel lying around which caught fire because of someone threw a cigarette.

So as Santosh said proceed legally and make sure you have all bases covered.

[liferocks]

My friend as everybody is suggesting, please go towards a full writeoff of this car.

Any amount of repair can not bring a car like Cruze to life.
Even Insurance companies are more interested in writing off the full car in case of fire, specially when engine bay is involved. I am writing this with a personal experience as few months back my MIL's car got burnt.

You would get the depreciated amount from insurance and if required please be ready to share the balance amount with the SC. In our world they are simply not going to pay the full difference. Even legally your friend might not be able to extract much. Plus the legal course is expensive.

Try your best PR person, I mean every family, every group has one, to be a part of negotiation. Yes now its negotiation. Keep GM in the loop and yes in writing.

Wish you and your friend all the best.