Update & Closure :
Hello All,
Thanks so much for your support and suggestions. A lot of points made by our forum members helped me write my mail to Chevrolet.
I was contacted by the owner of Metro. He apologized for the behavior of his employee and said he is taking certain measures to ensure this does not happen again. They are putting a few things into place which will ensure employees are monitored at all times. They are as of now penalizing the employee financially.
He has invited me for a cup of tea at his office as and when I am around the Vasant Kunj area and made a few gestures. I am not inclined towards anything or how things may be different next time. As of now there is no concept of 'next time'. I will do my research based on the service booklet and might get my car done outside.
The next day I was contacted by Ms Harpreet from Chevrolet India Management. I haven't blown off so much steam for a while now and the conversation lasted for almost half an hour. I told her that such experiences will ensure that Chevy isn't a brand I would ever consider when it comes to the next purchasing decision. Also, the people associated with my plight on various social platforms were equally critical on what happened on 22nd April. I went on to state that such a case in any other country would have easily taken them to the court and the contact between a customer and a brand does not end at the point of sale and there might be several other instances across dealerships which go unreported. I went on to state that Chevrolet is for me the people who are there at the service/purchase of my car. I used Soumyajit's example of his family opting for a WAGON R to not go through hassles every few months.
After my last post about the email not being acknowledged the next morning I had an email from Chevrolet India.
She apologized and duly acknowledged it was a failure at many levels. She condoned the behavior of the SA and said the Zonal officer had launched investigations into the matter
She said my email was not acknowledged and although there isn't any valid excuse for the same they were awaiting the findings of the Zonal officer. She was overall apologetic, had empathy to offer and was patient to all my concerns (some of them repeated several times through the conversation)
All this time I was waiting for someone to 'listen' and this lady FINALLY provided that solution. Since I was doing most of the talking she did address all the above concerns raised and gave solutions via apologies and acknowledged this was only damaging to the company and no customer can ever be treated in such a manner.
Positives out of this conversation with the said lady was that I did not hear any of the 'mechanical jargon' which we're used to when addressing concerns to higher management of any product/service brand. She assured me that this isn't acceptable at any level and they are looking into it very very seriously.
To be frank, by this time I was exhausted. I expressed the same to the lady and told her that I want just *one* point of contact to make communication easier and avoid having to talk about the same thing 4-5 times a day.
This was followed up by a mail by Ms Harpreet stating that my feedback has been taken up strongly with all concerned and this shall not be repeated ever again.
I would like to thank from the bottom of my heart Team BHP and all our members who participated in this thread. If I can tell you one thing from this bitter experience that it wasn't the master of all social platforms i.e. Facebook that made the difference but our community. I knew team BHP had a powerful impact but never knew it could deliver a knock out punch where all conversations start with 'in reference to the concerns on team bhp'. We aced it
I am not lodging any FIR's as the employee did personally apologize to me.
I want to forget this experience and move on. I am satisfied with their response and frankly speaking this is the end of this episode for me. All I needed was someone to 'LISTEN' to my concerns and acknowledge them not in a defensive manner but in a matter of fact manner which has happened.
P.S : I know a few people might have done something different but I am personally satisfied with the responses which came through. I do not want to drag this back and forth conversation for even one more day with anybody at the dealership or Chevy. There's no point dwelling on negativity when a solution has satisfied my concerns.