Here is the much needed but stalled update!
Why the delay in updating all the eager BHPians?!
Firstly I wanted to post something positive but unfortunately it has again spiraled in negative direction due to failure in executing the settlement that we have reached !!!
The details of what has happened till date,
13th February 2019: As scheduled, I did meet Mr. Zac Hollis at one of the renowned restaurants in Bangalore and had an hour’s discussion in the presence of the Regional Manager, Mr. Pulkit Gupta. They further heard me out in detail and Mr. Zac Hollis went on to even say that he’s not here to debate on who’s wrong and who’s right and he has understood the hardship that I have been struggling for over two years and how his dealership and what his dealership has done to me is completely wrong and stupid, So he wanted to fix things and asked me to give him time till the end of day and he would talk to the dealership and ensure a settlement is reached as early as possible, as his primary goal is customer satisfaction and whether or not there is something wrong, if a customer is not satisfied with anything connected to Skoda and if it’s a reasonable ask and if the customer is justifying his say, then Zac Hollis is always ready to support them.
So, as promised, Zac Hollis did get back to me by the end of the day, he said he has spoken to the dealership and his team will reach me by next morning and I can discuss with them.
14th February 2019: As expected, Mr. Pulkit Gupta calls me in the morning and says they are ready to offer the Skoda Rapid Monte Carlo 1.6 MPI MT + Skoda Maintenance Package as goodwill to settle the case legally and also put an end to this issue and if I were ready to accept this offer then they were ready to deliver the car by evening in the presence Zac Hollis (Before Zac Hollis flew back to Mumbai).
So, I further communicated to Pulkit that this offer is not good enough for me to settle the issue as I would still be incurring losses and I was not ready to bare any losses for no fault of mine, but since there was already something positive from Skoda’s end, I requested him to set up another meeting with Mr. Zac Hollis before he flew out of the city and I also quickly dropped a message to Zac Hollis requesting him to meet me once again to close this deal, obliging my request and being a true gentleman, Zac Hollis squeezed his schedule to meet me.
In a couple of hours, I received an update from the Regional Manager that if my schedule permits then I could meet Mr. Zac Hollis around 3:00 PM at Vinayak Skoda.
I confirmed them on the meeting and as scheduled I met Zac Hollis in Vinayak Skoda for a second round of discussion, Going through the discussion we came to a settlement where I was offered the MY 2019 and VIN 2019 Skoda Rapid Monte Carlo 1.6 MPI MT + Skoda Maintenance Package + Monetary Compensation. (The Monetary compensation accounts for most of the expenses incurred but not a lucrative figure or nothing which benefits my pocket or account balance). But on understanding that issue was going to be closed and I was not incurring any substantial losses other than time and energy, I finally shook hands with Zac Hollis and accepted the deal.
Since, paperwork had to be completed and there were other formalities involved before the execution could happen, I informed the Regional Manager, Pulkit Gupta and Zac Hollis that I would need another day’s time to finish all the necessary work from my end and I was ready to take the delivery on the 15th February 2019. Upon saying this and understanding the practical requirements for the execution, Zac Hollis and I took few lovely pictures in front of a shiny Red Skoda Rapid Monte Carlo and closed our deal and I left Vinayak Skoda feeling satisfied and happy that I finally have a car that I can drive and not just a car parked in my parking area (basically a showpiece).
•Upon further discussion with the Regional Manager and Area Sales Manager and after understanding the differences between the Regular Skoda Rapid 1.6 MPI MT & Skoda Rapid Monte Carlo 1.6 MPI MT, I decided to choose the Regular Skoda Rapid 1.6 MPI MT as it has 2 additional airbags than the Monte Carlo and also the Skoda Rapid Monte Carlo was available only in Red colour.
15th February 2019: During the morning, the RM calls me again to discuss further and schedule the delivery, during the course of discussion we understood that completing the PDI, submitting the bank documents and getting approvals from the bank for change of cars along with finalizing the legal documents for closure of the legal case is too much to accomplish in one day and decided that we push the delivery by a day or two, I later got instructions from my mom that 18th and 20th were the other auspicious days in February and she had asked me take the delivery then, since all of us got some breathing space to complete respective tasks, we said we’ll fix the delivery on the 18th February 2019.
I had also asked for the Proforma invoice for the new car that had to be submitted to the bank. Later during the day I received the Proforma and as expected there was under-pricing of the car to avoid taxes, since this proforma was sent to me after the Bank hours, I needed a day or two to discuss with my bank and get approvals.
•Either on the 16th or 18th I again got a call from the Regional manager with the owner of Vinayak Skoda as well on the call and conveyed to me that car is ready for delivery but due to some technical problems, they were not able to pay the Road Tax and hence I could take the delivery and later come back for registration, I refused this and said take time till 20th but ensure the car is delivered with everything completed and recorded.
17th February 2019: As scheduled, BHPians SunnyBoi (
https://www.team-bhp.com/forum/members/sunnyboi.html), nkrishnap (
https://www.team-bhp.com/forum/members/nkrishnap.html), Vinodh_Gowda (
https://www.team-bhp.com/forum/membe...odh_gowda.html) and myself reached Vinayak Skoda near Whitefield to do the PDI of the two cars available and choose the better car from the two options, we did the PDI of one car which had already completed 60 km, we later asked them to show the second car and then we were driven to their stockyard and shown the second car but since it was a Sunday, we could not see the interiors of the car or start the engine as the keys were unavailable, from the outside both cars looked fine and there were no problems on the paint work and comparatively the second car was newer than the first (going by the manufacturing date), so we decided to choose the car that was least driven among the two options and we dispersed for the day.
I was given a couple of documents that had to be signed by my bank authorities for change of car and other documents connected to FASTag, etc.
18th February 2019: I received the picture of the ODO reading for the second car and it was just 7 km! So, I chose the second car and asked them to keep it ready for delivery on the 20th February 2019 by 11:00 AM.
Upon choosing car and receiving the needed documents that had to be signed by the bank, I met the Bank Manager and handed over the all the documents, he later went through the documents and also pointed out that the on-road value of the car was decreased by INR 2,01,387 in the proforma invoice when compared with the Skoda approved pricelist, he went on to say that if it was a matter of few thousands then he would not have questioned but this is quite a big difference and he asked me for an explanation, I told him that even I have noticed this difference and I asked him to give a few hours and I would talk to Skoda about this and either fix it or give him an explanation about the under-pricing of the car before taking the delivery of the car.
19th February 2019: Had a few discussions with ASM and told him about the problem with the under-pricing and everything connected, he said basically in this deal, the dealer is selling/invoicing the car without his margins and due to this, the car’s tax slab has dropped and he’s able to bring down the car’s price by INR 2,01,387 when compared to Skoda’s approved pricelist and also that I need not worry about the documentation as there are no debit notes or any such stuff involved in the sale connected to my car.
I further passed on this message to the bank and also accepted it very reluctantly as I did not want break the deal just a day before the delivery and further drag it legally.
Later, around 6:00 PM is when things spiraled negatively. I received a call from the Regional Manager, Pulkit Gupta and where there were two people of Skoda’s legal team connected as well, All that they told me was I had to withdraw the case before the settlement could be executed and if it’s not possible to withdraw the case then the car would not be delivered on the 20th February 2019, It was already post Judicial working hours and the car was supposed to be delivered by 11:00 AM the next day, hence I was left stranded and the delivery did not happen!
20th February 2019: was quite a packed day for me as sister was heading back to the U.S and there were other family schedules that could not be shifted to accommodate a trip to the court to file a settlement memo, I gave one last try in the morning to take the delivery but it was not possible as Skoda did not agree to deliver the car, I wanted the delivery to happen with my sister’s presence and I had literally squeezed her schedule to accommodate the delivery but Skoda disappointed the family again.
• What I don’t understand here is, Skoda had asked me to sign a settlement agreement on a INR 100 bond paper saying the issue has been resolved and I would close the legal case at the earliest possible date in the court and handover this document to them at the time of delivery of the new car and also return the existing car (was this not secure enough to deliver the new car?). If Skoda wanted me to withdraw the case before the settlement then why did they want me to sign that particular settlement agreement? Also why was this point not discussed during the earlier discussions on 13th & 14th but brought to my notice just hours before the delivery and in an impractical situation to withdraw the case?
In fact when they were ready to deliver the car on 14th itself, then I wonder how they would ensure all these formalities or requirements to be fulfilled in an hour or so, if I had committed to take the delivery on 14th itself?!
Anyway moving forward, after this failed execution for which I had splurged significant time and energy while skipping work and some travel as well, I was left disappointed and family were furious as well.
26th February 2019: Formally wrote back to Zac Hollis addressing few grievances of what has happened and about the under-pricing of the new car as well and even if Skoda delivered the new car at this instant moment, it would still be my incomplete family taking the delivery.
28th February 2019: legal/court hearing had taken place, (read the legal updates in the next part of this post)
6th March 2019: Met the Regional Manager, Pulkit Gupta & ASM, Nimish Sharma at Skoda’s regional office in Bangalore and discussed on how to proceed with the execution and later we decided to see what happens on the 8th March 2019 at the court and if there was no judgement passed then we could proceed with the settlement. Also he said he will take care about the invoices/billing issue if the settlement was happening and hence one part of the issue was solved.
Legal Updates: 28th February 2019: We updated the court about the settlement we had reached during the discussion on 14th February 2019, but Vinayak Skoda’s advocate made an incorrect statement that they have already delivered the car and the case needs to be closed, but since I was personally present at the court I countered him by saying it’s a false statement and asked them if they have already delivered the car then where are the invoices & documents of the new car? Or the evidence to prove that it has been successfully delivered, upon hearing this, the court said they would give a week’s time to ensure the settlement is executed and only after the execution, it should be reported on the 8th March 2019.
8th March 2019: We went to the court and updated that the execution of the settlement had not yet taken place as they had not initiated the process or approached to deliver the car, but Vinayak Skoda’s advocate said they are ready to deliver the car immediately and they have at least 5-6 cars in stock, So the court asked me to inspect and select a car and also take the delivery before 11th March 2019 and report the settlement to the court on 11th March 2019, If failed to do so then the court would not be ready to hear out either parties in future.
So, adhering to the court, I promptly went for a PDI on Saturday (9th March 2019) and to my shocker again, only one car was still available in their stockyard but this car had some deep scratches that needed paintwork and also the interior was dirty, it had stains on the glove-box area and on the roof, So, I had no option but to reject it.
11th March 2019: I was personally present at the court and handed over the printed pictures of the car and informed the judge why I was not ready to take the delivery, the judge understood the problem and instructed Vinayak Skoda’s advocate to order and get a new set of cars at the earliest and posted the case for 27th March 2019, he also added it’s a final date for reporting settlement and if it’s failed to report a positive statement then consequences have to faced.
I really need to mention about this person. The man who solved the misery, Mr. Zac Hollis,Director Sales, Service & Marketing at Skoda Auto India.
To begin with, he’s a true gentleman, comes in with 100% positivity and is a very keen listener and wants to understand the customer’s view and concern and then decide what needs to be done and also acts very swiftly on it !
What other people at Skoda Auto could not resolve in over two years, this man resolved in 2 hours! Do I need a better example than this to understand his commitment level? No.
Another notable point, he still has continued to support me and unblock hurdles to take the delivery of the new car even after the 20th February 2019, when the slated delivery had failed. He did not leave me stranded by saying ‘I have done my bit and ensured we have offered a settlement and rest we cannot do anything’. Instead he has directed his team to ensure the issue is resolved at highest priority and as quickly as possible.
Unlike other senior management people, he’s open to meet customers and address their grievances, if needed. I know another example of another BHPian girish.purswani who also had issues with his Rapid and how effectively Zac Hollis resolved his issue as well. I have got replies from Zac Hollis in few minutes after reaching out to him, probably even before his Secretary or team reached out to me and even if it was a Saturday, a positive reply with required support always comes in when there are reverts from Zac Hollis.
Going forward, we have continued to discuss several topics in the past month through messages exchanged on WhatsApp, all that I can say through this post is, Zac Hollis is a very committed man, his talks are motivational enough for anyone to get going and accomplish what needs to be done, Heard from him that he has been with Skoda since 1997 (22 years now) and is very committed towards the brand. His strategies for India are good, If he gets a good enough team to support him then I have high hopes that he would lead Skoda India in a complete positive direction and also change the existing ill famed reputation of Skoda.
If not for him and his fantastic approach towards my issue, I don’t think it would have reached this stage, He was appraised with my issue sometime in 3rd week of January 2019 and he had come down to meet me by the end of 2nd week of February 2019, a matter of few weeks after learning about my issue.
Only thing that I wish had happened earlier was Skoda Auto to have Zac Hollis in India much earlier and the situation at which Skoda India is at now would have been way better. Nevertheless, he is likely to stay with Skoda Auto India for the coming few years and lead the India 2.0 project and set benchmarks for Skoda Auto India.
Another special mention is needed for the ASM, Mr. Nimish Sharma. He has stood and supported me through out and wherever possible. He had pushed as much as possible for the delivery on 20th February 2019 but since he’s on one of the lower steps of the ladder, He was not able to do much.
I hope the execution happens soon and I have a car that I can drive peacefully. My next update is hopefully after the delivery of the new car and with note of having the legal battle settled as well.
BHPians could post their opinions or PM me if they need any additional info, I would be happy to share or answer anything that I might have missed out.
2nd March 2019, 16:51
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Thanks
