Well, if you ever had a frustrated customer, it must be me.
I purchased a Getz CRDi in May this year from Advaith Hyundai on Residency Road. Though the customer service was not up to the mark, I did not bother much as I was happy with the car. The service that I got at the time of delivery was nowhere near the service that I got when I booked the car.
Then came the time for the first free service. I decided to give the car to Advaith in Vasanthnagar. Did not want to risk giving it to the Missions Road workshop or the ORR Workshop. I shuddered at the idea of my car being given for test drives, given that none of the dealerships had a test vehicle for this model.
The reception at Vasanthnagar was cordial. The service advisor was helpful and said the car would be ready in 3 hours. When I went to collect my car, it was in gleaming condition and I was happy. As I was signing some forms in the reception, the advisor parked the car opposite it and came to me. In the meantime, I saw a guy with a group of men looking at my car closely. I understood that they must have come to buy the same model and since there was no display, they must have been seeing mine. Suddenly the guy gets into my car and starts it! I immediately point this to the advisor who runs towards the car only to stand and smile at the guy inside, not knowing how to ask him get down. The culprit behind this was a sales rep who was trying to make a sale using my car. The guy inside looked like a politician, but I gave a damn! I just walked up, opened the door, and stared at him; he got the point and got down. I started my car and drove off, not wanting to lose my temper. I am sure if I were not there, my car would have gone for a test-drive; hate to even think of it.
After about 3 months, I decided to have a keyless entry system installed and went to the same branch and the same advisor attended to me. He was helpful and even got me a good price on the system from the accessories department. Was happy with the install and drove off, only to realize later that the bonnet would not open! I did not have the time or the patience to go back to them.
Until yesterday, when I went for my third free service…
This time I was assigned a different advisor as the usual one was busy. The person came with me to the car. Told him what I wanted and he made a note: Bonnet not opening, left wiper not cleaning properly, rubber strip on the left side of the roof had come off a bit, also asked for wheel alignment, balancing and tyre rotation. He made a note of everything and gave me an estimate of Rs. 1850 for the oil change, oil filter, WA, WB, and TR. Agreed to collect the car at 5 PM and left. Got held up somewhere and it was already 5 PM, but still no call from the advisor. Called him myself and told him I would collect the car before 6.30 PM.
Went at 6 PM and went to the reception. Had a look at my bill and it was Rs. 2911! Car was brought out of the workshop and though it was dark, I noticed it was not wiped properly. A guy was already wiping it. Also noticed that the spare wheel was not washed; pointed this out and the guy who was wiping the car said he washed the wheel himself, but it looked dull because polish was not applied. I checked today after coming to office and the fellows have dumped one of the earlier four used wheels in the trunk, dirty as ever. They have fit the spare for rear; baffles me why! I have never used the spare until now; it was brand new.
In the meantime, I enquired with the advisor about the high bill amount. Here is what he had to say:
First, Oil was charged at around Rs. 1500, he said when he gave me the estimate; he did not know it was a diesel vehicle. My goodness! He was servicing a car and he did not know the fuel type! Since diesel consumes more oil, the price was higher than the estimate. OK.
Second, there was some engine oil additive charged at around Rs. 400, supposedly improved the performance of the engine (yeah right). I remember him mentioning this in the morning, but didn’t the estimate include this???
Third, wheel weight adhesive charged at around Rs. 300. Was told this was during wheel balancing and since I have alloys, adhesive is used instead of weights or something like that (total rip-off).
Next was the most disturbing…as I was inspecting the car, I noticed a shade on the left A-pillar. I first thought it was some polish that was not wiped. Upon close inspection, to my horror, I discover it is a bump (a dent without a mark). Really blew the lid off me. When I pointed this to the advisor, he says it was already there. I tell him no way. I asked him if that was the case why he did not note it in the service advice. He says since the car was dusty, he must have missed it. Funnily, this bump is just inches away from the top rubber strip that I asked him to fix. He had inspected it closely in the morning and told me that a lock was missing and he would get it fixed. Therefore, there is no way for either of us to miss this. Also told him that when I can identify this in darkness, I would not have missed it in broad daylight. In fact, I had pointed out some scratches on the front bumper to him in the morning and he noted it in the service advice. He says even if something had happened in the workshop, his technician would have informed him. I did not expect the advisor to be with my car all the time in the workshop, so I asked him to call the technician so we can talk. I was made to wait in the reception and after a while, the technician arrives, looks at the bump, and repeats the same thing. I tell both of them that I know my car better than anyone does and there were absolutely no dents on it. Told them that I prefer hearing something like “Sorry Sir, it was an accident” rather than “It was already there”. The advisor says, “Sir, we are sure this hasn’t happened here. However, if you still insist, I will repair it for you”. I told him I was not interested in charity! Got into the car and the advisor comes to me and says he will fix it for me when I am free. I say Ok and leave.
I feel sorry for the advisor because it is practically not possible for him to stay with my car forever. Obviously, his technicians are not honest to him. Nevertheless, whom else can I hold responsible?
Today morning, on the way to work at 6 AM, Bangalore’s fog is giving me a hard time and I engage the wipers expecting a clean windshield. And what do I see? The problem has not been rectified at all! The fellows have done everything other than what I required. I am livid and want to call the chaps and give them a dress down. Probably even escalate to the higher authorities there. Not sure how much of an impact that would make, because when I purchased the car, Hyundai sent me a feedback form from their India HQ. I vented my anger on it and they haven’t even got back to me to find out why I was not happy. It has been close to 4 months now…
I did an unwise thing by signing all the receipts and bills even before inspecting the vehicle yesterday. These people have an uncanny way of just pointing to a spot on the paper and asking you sign. NEVER DO THAT! This is a good lesson for me.
Feel better now.