BHPian
Join Date: Dec 2012 Location: Cosmopolitan
Posts: 347
Thanked: 462 Times
| Poor experience with Surya Nissan, Bangalore Disclaimer - After reading my post below, please take your own call on whether to deal with this dealer. I don't intend to influence anyone's decision based on what I experienced. Booking Process
I initially called up Shawar Nissan, took an appointment and was given a test drive at the scheduled time. Post the drive I was negotiating with them for freebies, and they were firm on adding only the Insurance to the package. No mats, mud flaps, etc. I kept on insisting and finally they said that they will consult the Sales Manager and get back to me. Waited 2 more days before calling them again, but the response was negative. I sensed that given their strategic location, 8 out of 10 Nissan cars are sold through their dealerships, and that they have no intentions of retaining a customer. They might be correct in thinking that way, but being a customer I was looking for the best bang for my buck. Googled around and found that Surya Nissan was one more Nissan Dealer in Bangalore.
Went there the next day and took a longish test drive. They took us to their service centre as well and while returning we took a different route that is full of speed breakers (around 35 speed breakers in a stretch of 4 kms) as I wanted to check on the Ground Clearance part. Came back satisfied and started negotiating with the Sales Person who had accompanied us from the beginning. After 4 days of negotiation, following is what was offered –
1) Free Insurance – Comprehensive (Bumper to Bumper)
2) Mats
3) Car Body Cover
4) Reverse Parking Sensors
5) Seat Belt Covers
6) Nissan branded Cushions (2 pcs)
7) IND Number Plates (not free, but at a discount of 50%)
Following things were accomplished in the few days that went by-
1) Down payment INR 10,000
2) All Documents required for Loan Processing
3) Documents needed for Insurance
4) Finalized the Delivery date
5) Made the remaining down payment once the order was placed
6) Loan approved from SBI
7) PDI done. Car allocated was a Jan 2013 manufactured model. I asked them if they could allocate a Feb or March model, but didn’t receive a convincing reply, so left it. The worst answer they gave me was “We are looking if we have a Feb / March car lying in the yard, and if we have, we would surely allocate it”... Being an avid reader of Team-BHP since 4 years, I immediately made out that this was crap. So I decided to take the Jan manufactured car and not spoil the occasion.
8) Sales Person called me and informed that I would be getting KA-41 series. I said “ok”. After 2 hours, the Sales Manager called me and informed that I would be getting KA-01 series. Since that didn’t make any difference as long as my car was registered, I agreed.
We wanted the delivery on April 12, 09:30 hrs, which was agreed and honoured by the Dealer.
Since the delivery time was early in the morning, and also since we didn’t want to miss on the Muhurat, we decided that we will complete the signing formalities on 11th itself. We went to the showroom and the file was presented to us.
Upon checking I found that the Residential Address mentioned in the Insurance was incorrect. They corrected it and did a counter-sign along with their stamp. I asked the Sales Person if the original copy that I would be receiving directly from the Insurance Company (in the form of a PDF) will contain the modified address, to which he replied in the affirmative. I also asked him to verify the details sent to the RTO so that there were no issues with the RC Book, to which he said “it is correct only sir”.
Came out of the showroom after confirming the delivery time one more time. Delivery Day
Reached the showroom the next day, at the agreed time. Car was lying the basement, but was not cleaned. They were looking for a person to clean it, but couldn’t find him. I thought it was because I had scheduled a delivery which coincided with the show room opening time, and ignored it.
Pooja done and they finally managed to clean the car as well. Following are the sequence of events that unfolded after that –
1) I asked him to show me the spare wheel. He showed me, but it was of a different size than the 4 tires. I knew it wasn’t going to be an alloy, but shouldn’t the size be the same at least? Not sure, may be Nissan’s fault. Also, stock tires are Bridgestone, while the spare is an MRF.
2) Number plates were the stock ones. I asked him about IND plates (payment was still pending) to which he said that “we will come to your home in the evening and fix them”.
3) Reverse Parking sensors were fitted.
4) Went inside the showroom to collect the documents and the Gate Pass, and also the pending items like Body Cover, Mats, Cushions and Seat Belt covers.
5) He gave me the Body Cover and said that the remaining items were not in stock and that he will get them along with him when he comes to fix the IND plates in the evening.
6) I insisted on the mats since I wasn’t going to drive the car without the mats. He went somewhere and got me the fabric mats and said that this is a stop gap arrangement, and will replace it in the evening.
7) On the Gate Pass he wrote “Pending items from side – Mats, Cushions, Seat Belt covers” and signed it.
8) I gave him a Bangalore Central Gift Voucher and thanked him.
9) After taking a verbal assurance once again that he would indeed be coming in the evening, my Mom, Wife and I sat in the car and drove off.
We wanted to go out in the evening at 16:30 hrs. Waited for the Sales Person to appear and finally called him up at 18:00 hrs upon receiving no response from his end. He said “sir, I will come to your office tomorrow and finish the pending tasks”. I said “ok”.
In the evening I also realized that they had not enabled the Auto Door Lock, which is in fact mentioned as one of the features in the Brochure. This is an example enough demonstrating a serious lack of professionalism, when your profession itself includes dealing with customers on a day to day basis.
For more than a month after this, I kept calling him and he pushed the matter for some reason or the other –
1) “Sir, cushions that I have are stained. We have ordered another from Chennai”.
2) “Sir, the truck is at Krishnagiri, expected tomorrow”.
3) “Sir, give me 10 mins, I will check and call you back”.
4) “Sir, the truck has not yet arrived”.
5) “Sir, my mother is hospitalized and I am on leave”.
After learning that his mother was hospitalized, I didn’t call him for 15 days. On the 16th day, I sent him an SMS asking “How is your mom doing now?” He didn’t reply.
In the meantime there were some developments on my side. I was looking for a Job Change, and since I am from Gujarat, I had mentioned Pune as a preferred location as well. I was busy for the next 15 days, however, I kept on sending SMSes at regular intervals, to which I didn’t get a reply.
Finally, I got an offer from Pune, and plans started floating in on how to accomplish this move, what is the total cost for shifting to Pune, Incidental Charges, etc. One major thing that cropped up was paying Road Tax in Pune, and then applying for a refund in Bangalore RTO. Since the process was not clear for me, I decided to call the dealership and check with their RTO person. Called up the Sales Manager; he didn’t pick up the phone. Called again, same result.
Next day the Sales Manager called me and the first sentence he said was “Kya karna hai sir, aapka booking amount ka cheque bounce ho gaya hai”. I was like “what???” I told him to check the number he was calling to and he confirmed my name. I told him “forget about the booking amount cheque, you guys have encashed my down payment cheque as well, then how come are you calling me and saying that the cheque has bounced?” He didn’t say anything. Then I started talking to him about the process for moving my car to Pune. He said he was unaware of that and gave the phone to the RTO person. After talking to him I asked him to give the phone back to the Sales Manager. I asked him again about the cheque bounce thing he said earlier, and that what exactly was his intention. He said “Nai sir, aap bhool jao usko”. I was surprised as to how the matters were being conducted in this dealership.
Few more days passed along, and I got a better opportunity in Bangalore itself, so I decided to stay back. My wife as well was not too keen on moving out of Bangalore, and I was thinking that if I have to stay away from home, then it doesn’t matter whether it’s Pune or Bangalore. So, Bangalore it was!
Since I was not getting any reply from the Sales Person to my repeated queries, I called up the showroom and inquired about him. They said that he was on leave since his mother was unwell. That’s when I decided to visit the showroom and settle things.
Went to the showroom one afternoon. Inquired at the reception about the Sales Person, and to my astonishment got the reply “Sir, he is no longer working for us”!!
I told the Sales Manager about the pending items and showed him the paper containing the details and the Sales Person’s signature. He said “this document is not valid. Only if the owner of this showroom writes anything on a piece of paper is when the document stands valid”. I was stunned!! He said that he was not aware of the Sales Person making any commitments to me, and that they didn’t sell the cushions and seat belt covers in the first place.
We had a heated argument and finally the Sales Manager told me that he will deduct the amount from the Sales Person’s final settlement and deliver the pending items. I accepted his proposal considering that the Sales Person was the culprit, and that he deliberately hid facts from me. After being patient for so many days, I was not in a mood to forgive. We agreed that I would be receiving a call from the showroom in a couple of days and that the items would be delivered to me asap.
I did receive a call after 2 days, the Sales Person was on the call as well, but it was inconclusive. They again delayed the matter to next week.
In the meantime, my RC Book arrived, and it has an *incorrect* address. I was annoyed with the fact that despite reminding the Sales Person before hand, I was given a document with an incorrect address.
The original PDF that I received from Bajaj Allianz too had the same *incorrect* address. Worse was the Nominee Detail; instead of my wife’s name, they had just mentioned “AAAAAAAA”.
I didn’t want to call them and spoil my day, so I decided to keep it on emails. Got the Insurance thing corrected, along with the Nominee Details. Sent them a scanned copy of the RC Book, pointing the mistake. They said “we will do the needful”.
I called up the service centre incharge for the Brake Component replacement. He confirmed that my VIN Number was eligible for replacement, but since they didn’t have the part handy it would take some time. They didn’t follow up, and I had to call again, they again said the same thing. One day I got a call from the showroom informing me that my car was *ineligible* for the replacement part, and that if I had any other concerns. I told her to ask the Sales Manager to reply to my email, mentioning the same, and also along with the status on the Cushions and Seat belt covers.
As of today, following is the status-
1) It’s been more than 4 months, but I don’t have an RC Book yet.
2) Items promised have not been delivered, despite there being a written proof.
3) I am not receiving any email replies from the Sales Manager. May be he is not bothered as the product is already sold!
4) I enabled the Auto Door locking feature myself, based on the information available in GTO’s thread.
The car’s 1st service is due only in October, so I am not sure what to expect of them, but I am planning to get it done with the other dealer (if that’s possible).
The only thing that comes to my mind when I revisit this episode is -
1) It was a mistake to buy my vehicle from Surya Nissan.
2) They totally lack Professionalism. It’s a word that is not in their dictionary.
The car is a Gem, and I thank God that it’s not the dealerships who manufacture them! |