[greenhorn]

The fact that OP in in kollam is pretty much all the info you need - there is only one nexa Service center. Their names starts with S and rhymes with arathy

[Abhi99]

At times obsession with Metrics and numbers blind the department, out to seek the feedback. I had a learning once, when one of my customers gave less than encouraging feedback and I tried to share my explanation. That Gentleman, with a smile, said - you asked for a feedback and I shared one. Its up to you to take it and do something with it. This incident, at the beginning of my career, taught an important lesson in customer relationship management.

From what I read of your experience, I would blame the corporate folks who are enforcing the mechanism to the level where the dealership is literally harassing the customer to extract the positive feedback. When OP gave the average rating - it was an opportunity for the dealership to introspect and improve on the reasons for OP's discontent, rather now - they ensured that OP wont give any honest feedback going forward.

[Aritra]

I too had faced similar issue for a Scheduled Service job at Maruti Arena Service Centre. I had initially requested the dealership to use Torque Wrench for tightening suspension & tyre bolts which they refused saying torque wrench is required only for engine jobs!!

When I rated them as 'Average', what followed was a mental trauma with multiple calls at odd hours and offering horrendous solutions like a free Pick up & Drop on next service or Free Washing for suspension bolts which are not properly torqued!

The fiasco went to the extent of service centre guys coming to my place and harassing my aged parents even when I had specifically told them that I am not at home for any discussion and discussions on the phone were enough for me.

Fortunately, after writing in detail to Maruti about my ordeal, the TSM was kind enough to give a call & apologize on behalf of the dealer and calls stopped.

The entire system defeats the purpose of taking feedback if the customer is kept at gunpoint to give a 10/10 rating! @sac23, you should have stuck to your point and escalated to Maruti instead of bending down to such unscrupulous practices.

[mahesh_sn]

I had a similar experience recenty with Nexa. It was not so bad as in some the posts above because it was a simple second free service for my Grand Vitara. Nexa executive calls me and asks to give excellent 10/10 rating if I get a call from MSIL head office. Otherwise MSIL cuts some marks for that particular dealership. Even a "good" rating is not good for them I agreed as there was nothing to report but that call never came

[greenhorn]

Another stupidity you need to understand is that there are no 5, 10 star rating systems. It's either good(full stars) or bad (anything less)

There are plenty of customers who think, they were good, but they're not perfect. Let me give them a 4/5. That's not how it will be measured. A 4 is as good as a 0. Don't go by the English meaning of excellent. You have binary choice between good and bad. If good, give 5, if bad give another number of your choice. It doesn't matter . This is how the entire service industry works.

[AJ56]

If any business called me to specifically request a good/excellent rating, that alone would be reason enough to not give them a perfect rating as they’re trying to influence the customer. Asking for a review/star rating is fine, telling someone what to rate is unacceptable.

In all my years running a service based business, we have never asked a client for specific ratings even once, and yet we’ve received mostly 5 star reviews on google. It’s not rocket science, give people excellent service and they’ll rate you well.

Coming to Honda, they tried the same stuff with me once long back, spilled oil all over the engine bay, overfilled the oil level above the max mark on dipstick and soiled my interior.

Gave a 4 out of 10 rating. What followed was a volley of phone calls trying to give freebies in return for a perfect rating. Told them politely not to call again. Didn’t stop, after about 4 days I agreed to rate them again, this time gave them a 0 out of 10 for all the harassment and threatened legal action if they ever called on my number again. That stopped them finally.

Do not let car dealers or anyone else bully you, stand up for your rights and tell them they’ll get a legal notice next if they continue down this line of harassment.

[the_cs_1]

I too faced this with my Maruti dealer. They hounded me with service calls for 2 months.

One day I lost it and threatened to complain to Maruti customer care. The lady apologized and promised not to call again.

What baffles me is this: The same lady used to call me daily, how can she expect me to keep answering "not for a while, I haven't completed 20,000 KMs nor have I reached the end of service period" day in and day out

Next time I went for a service, "DO NOT CALL" was written all over my information in the job card. My SA and I had a good chuckle and got it replaced with my actual contact info.

[sac23]

Originally Posted by the_cs_1

The same lady used to call me daily, how can she expect me to keep answering "not for a while, I haven't completed 20,000 KMs nor have I reached the end of service period" day in and day out

Oh, this is another nuisance I face. A lady calls me every now and then from Nexa to ask me how much the vehicle has run and asking for my current ODO reading. So annoying.

[giri1.8]

Originally Posted by sac23

Oh, this is another nuisance I face. A lady calls me every now and then from Nexa to ask me how much the vehicle has run and asking for my current ODO reading. So annoying.

This reached new level of craziness for me. Our car had high running initially but we have decided to give it some break and use our other car. But for the past month or so I have been getting calls almost every single day for oil service and insurance. The amount of calls is just unbelievable! Even after insisting that I don't want any calls they keep calling me

I even asked them if oil service was the only worry of my life. With so much work to be done at work, it's super annoying to have such irritating distractions daily for no real use. Planning to shoot a mail to Maruti if this insanity doesn't stop.

[sac23]

Originally Posted by giri1.8

This reached new level of craziness for me.

I still get calls from Nexa numbers. I keep blocking them.

[Grandizer]

Hi,

I would like to complain to Maruti Suzuki about the negative experiences I have had with showroom staff. Please share the contact information where I may file a formal complaint about a showroom. Thank you.

[anjan_c2007]

During its hey days, in the 1970's and 80's General Motors used the catch line "The Mark of Excellence" below its GM logo in all its advertisements for its range from Chevrolet to Cadillac.

Similarly, Nexa would do well if they now use "Nexa- The Mark of Excellence" tagged with their name. They will then not need to coerce customers to get induced "Excellent" ratings.

The customer can retort "arre Bhai, the display on your showroom facade says you're "excellent". So why get perturbed for excellent ratings from customers."

[DRIV3R]

On the same topic, here’s one I received today. This after I took the car to them twice for the same issue and issue is still unresolved. It’s a simple one which any independent mechanic can easily resolve.