Why are so many services at ASC's two visit affairs? I'd been complaining about my experiences with tata here http://www.team-bhp.com/forum/indian...ml#post1325693
reposted below Quote:
at my tata workshop, the staff and the receptionists, right upto the Customer Relations Manager is very courteous. Unfortunately, they seem to be playing a game of good cop - bad cop with the mechanics. They put on a happy face, act courteous, but when the time comes to pick up the car after service, then you find so many things missing, and they'll start running after the mechs , and the mechs generally ignore them, and then they plead helplessness, and seek your pity.
You take delivery of your car, because its 7 in the evening , and they're closing up, you've come all the way to get the car, and you dont want to go back empty handed.
And then the next day my dealer's customer care folks call up, and when I'm say that The last service was crap, they start grovelling. Its pathetic , really. " Sir if you had a problem why didnt you say so then????"
Yeah right.
Well, they whine so much , asking you to give them a good rating when the call for feedback from pune comes, and ask you to take back the car to fix the issues, and the whole cycle repeats.
While its good that clearly, somebody , somewhere gives a damn, It's still extremely frustrating.
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I've over the time I've been a member here, I've noticed that this is not limited to tata alone. Several services done at Authorized service centers tend to be like this. The actual service, followed by the follow up service , where you actually get the stuff fixed/ and fix things that had been working until the service, but get damaged/lost during the service.
This is slowly becoming an established trend, almost the norm. One of the frequent reasons given is , due to the sheer volumes handled by the ASC's , they may not be able to do things within the stipulated timelines.
In that case, why not set proper timelines in the first place. I'd rather my car spends 2 days at the ASC than I have to go pick it up at the end of day one, make a list of new complaints, and then get it done all over again ( and even then, everything might not get fixed).
Local workshops and mechanics tend to be able to get this right the first time. Why is it to hard for a big ASC, given the fact that they are taking more time , money, effort, and the manufacturer's blessings and support , to do things right the first time ?
My other suspicions -
lack of trained staff
lack of ownership of the issues/responsiblity
Last edited by greenhorn : 31st May 2009 at 14:29.
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