Buying experience of Palio 1.6, about to lose a customer? Since a year, I have been doing research on buying a new car. The decision process took me through advice from friends,
auto-mags and my mind finally rested with Team-bhp (in fact I am addicted). Short listed - Palio 1.6 and Swift Dzire(p).
Inclination was towards Palio 1.6 as it fits the requirement and budget. End of April: Wasan (Borivli) been closer to Home, made multiple request for test drives. After a long wait and casual
attitude towards prospective customer, I decided to try out Shaman (Dadar), who gave a prompt response. A quick dekko of
Palio 1.6 (in showroom) followed by long test drive and dekko for family, decided to go for it. Beginning of May: Checked out other dealers in Mumbai for good deals. Finalized with Shaman the discounts, insurance provider and promise of delivery in 2 weeks in case of full down payment. 19 May: Wrote a check of full amount after taking a look at the promise of delivery of vehicle within 2 weeks on Shaman
letter pad. Few minutes later sales guy realizes, delivery could not happen in 2 weeks, so requested for additional 1 week's
time. Hmm, ok its 3 weeks!! Week of 26 May: Started following up regarding the status of the vehicle. Shaman gave me an update that vehicle would be
in-transit on 31 May and delivery around 4 June. Week of 02 Jun: Shaman update: Vechile has arrived at Panvel go-down and delivery would happen soon. I demanded to see transit report, but got flimsy excuses all the time; Server down, out of office, not authorized to share the report. Finally, they came back with ultimate excuse "Sir, operator has mistaken Furnace Red MJD for Formulae Red 1.6, your car is yet to arrive".
I took the matters in my own hands and shoot a mail to Fiat production to expedite the process. Found the distribution guy from TATA for Mumbai who assured me that vehicle will leave plant on 5 June. Visited Shaman to give documents for furter processing and signed up the registration forms. Feedback from Fiat production never arrived. 09 and 10 Jun: Its TATA guy's turn to give flimsy excuse to cut shot my calls; in meeting, out of city, battery down, busy
with foreign delegates. 11 Jun: Searched for TATA AGM on team-bhp. Got his name but couldn't get hold of his contact details. Finally took a guess
at his email-id and demanded to know what's happening : Why such casual attitude and no respect for customer? Same day reply from TATA AGM, car has left the plant today and will reach Shaman late night or by tomorrow morning. Later in the eve Shaman sales guy SMS'ed me the Chasis no. 12 Jun: Early morning wrote mail to TATA AGM about compensation for the delay. Called up Shaman, who confirmed delivery of
the vehicle and agreed for a quick test drive on SAT, RTO registration on Mon, number on wed and delivery on Thurs. I forgot about
the delays and follow-up pains. I got really existed in anticipation to take the car out for a spin on Thurs, 19 June. 13 June, Morning:
Shaman: "Sir, you need to pay 4000 Rs more because of the price rise"
Me: ***, When did the price rise happen?
Shaman: Beginning of this month.
Me: I made full payment on 19 May, how is this applicable to me.
Shaman: "Sir, it part of the clause in the document"
This was it. This was it. I blasted him left, right and centre. Also, took happiness of TATA sales guy, who agreed to talk to
dealer. Asked of TATA AGM number, took his happiness too. In fact, I was so pissed off that I demand compensation from him.
Called up Shaman sales guy again, demanded to speak to showroom GM ; busy in meeting.
Called up Shaman sales guy again after 2 hrs, demanded to speak to showroom GM ; busy in meeting. I decided to go down to
showroom in the eve and meet GM in person. Also, told him to decide on any one the following options to take the matter to
logical end. Option 1: Compensate me for the delay Option 2: Pay my money back 13 June, Evening: First thing I did, after reaching showroom, was to take away the signed documents from sales guy. Met up with Showroom GM and gave him my piece of mind. He made some noises and sounded sympathetic; do not want to lose a customer like this, customer never cancelled booking with us, bla bla bla. I asked "Cool so you are going to compensate me". Hmmm, no we are not, in case you want to cancel the booking, the money will be refunded to you in 10 days. By the way, why not take a day to decide whether you really want to cancel the booking. Good Idea.
So here I am. should I, should I not, should i, should i not, should i, should i not |