My Marutis were getting serviced by Bimal Motors in Bangalore for the last few years. This happend a few weeks back
Day 1
I was facing handling issues with my Esteem (See
here). I landed up at Bimal for a wash and wheel Alignment+balancing and rotation. What I didn't tell the service adviser was that I had numbers on my tyres to see whether they really do the rotation.
I got a call at 2 PM saying that my car is ready. I gave a call back at 4.30 saying I am on the way and keep the car ready for delivery. As usual, after waiting for 30 min, service adviser appears. He promply made me do the payment, and delivery acknowledgement. The moment I signed the papers, he took me to the backside where the car was being wiped by couple of guys. I just walked around and immediately noticed that the wheel rotation was not done- All they did was to exchange the right side tyres. I also noticed that there was a strange mark on my bonnet, as if caused by thinner. I questioned both, adn my service adviser played innocent. As I was in a hurry, I said lets take the car out, and I opened the door to check the power windows. Jumped in my adviser, saying that my driver side power window switch cluster is not working. With few exchange of words he took me to a workshow further back side of the showroom, and disappeared nicely.
To cut the story short after 1 hour hanging in the shopfloor and talking to multiple mechanics, I managed to get out with my car. I felt like catching the guy straightaway, then my age prevailed over my anger.
Day 2- The service
Within a few weeks my car was due for 60,000 Kms service. With a bit of apprehension I took the car to Bimal again. This time I had a word in advance with the floor manager Mr. Ravi (he knows that I am not a newbie) about my past experience. He ensures that everything is going to be great this time. I specifically tell him to do all oil changes, including gear oil.
In the evening, I land on time to take the delivery. As usual I had called in advance telling them that I am coming. After the customary wait in the service lounge for an hour (I am used to it by now), I was able to see my car. This time I was ready to do a thorough checkup, which was unnecessary. There was a very visible mark on my A pillar, quite similar to the one I had last time. Mr. Ravi explained me about the technology used for washing cars at Bimal
and was suggesting that I repaint my car anyway. After the usual verbal duel, where Mr. Ravi played the sorry faced man in the most polite way, I was sure that I am wasting time. I eventually managed to get a guy, who applied some rubbing compound and did some wipings. Things were relatively better. I was happy that my powerwindows were spared this time!!
Did I tell you they didn't do any oil changes. Why? they found the viscosity of the oil to be too good. I believe they didn't get time
Day 2 -The aftermath
Within no time, I hit the ORR at around 80 Kph. I got a shock when I touched the brake-The whole car shook, with loud noise coming from rear. I consoled myself that this could be because of the brakes being reset and things would get back to normal soon. So I spend the next few days playing (praying) around with my brakes and the idea of going back to Bimal-things remained the same.
Day 3- Over the top.
I got really busy at work and at home. So, a week went by, with me having the shaky brakes. Eventually I decided to go back one final time to Bimal. I went straight to Mr.Ravi and explain the situation. He managed to get a guy who is a "brake specialist". We went for a test drive and he confirmed the issue as "Brake shuddering". My recommendation was to use "Car shuddering"!. The car goes in, with my warnings attached
I got a call by 3 PM, from a guy who caims that he is handling the car. he claims that my drums are totally spoiled, and he wants to replace them along with some other things. He was courteous enough to say that one drum would cost 1800 Rs. Well, after all the days, I was really fuming this time. I told him that my car didn't have any brkate problem wihen I gave it for service a week back, so it is their headache to figure out and fix it, and I am NOT going to pay a single paise. He promptly cut the phone. I tried to contact Mr. Ravi, and he was, as expected, out of reach.
After half an hour I got another call, this time from a person claiming to be the shopfloor manager. Before he started to repeat the same story, I managed to shout "Do not even dare to touch my car, I am coming".
So there I was, at the shopfloor with Mr. Ravi and Shopfloor manager, and a small motly crowd. Two guys were cleaning my car with utmost urgency. The shopfloor manager says he had no idea why the issue occured only after the service
I had three questions to him
1) What did they do today? He replied, they have cleaned and reset the brakes
2) Who tested the brakes after the service? He had no answer, he said he is sure someone might have tested.
3) If they really figure out there is a problem with my brake, how came they didn't see it a week back, why now? There folows a long explanation of how the break-cleaning process works. Also, new gyan- on 60,000 Kms service, they are supposed to clean the brake drum and pad only etc
Without a word I took my car out
The Final Blow
Immediately after taking my car, I realized a drop in power. I stopped and checked the rims, yeah one drum has heated up. They had set the brakes improperly, even after all these
After a few panic calls to Psycho, who was not available, I went to my neighborhood mechanic the next day. We put the car on support, and tried to turn the wheels. Man, both rear wheers were so tight. We opened the drums, and the problem was very evident- A very badly set brake. I could clearly see the pads were not properly set. Within an hour he set the brakes, adn asked me to take a drive. The brakes were back to normal....Absolutely no issues. I have driven few hundred Kms after that and my brakes are doing well- No sign of the old problem
I am not angry, I am just curious why Bimal guys would try such tricks. As I said Mr. Ravi, they might have smiling guys at the front office, but what matters to us is who can do the job well.