From: CliffHanger
Sent: Tuesday, August 11, 2009 12:54 PM
To: 'rahul.jadhav@tatamotors.com'
Cc: 'rahul.jain@tatamotors.com'; 'manish.agarwal@tatamotors.com'; 'n.balaji@tatamotors.com'; 'anand.totla@tatamotors.com'; 'sagar.dhar@tatamotors.com'
Subject: Unacceptable and intolerable levels of service for Punto!!
Hi,
I purchased a new Punto on Aug 6th. Since this is a new car purchase, I was expecting a clean delivery of the car, but while I took the delivery the dealer said that the bonnet release has some problems and that he would correct it when I take the car to the workshop the next day. I said Ok to him and took the car. While I drove the car out of the showroom, I felt the gear lever moving up and down whenever I accelerate and decelerate and was shocked to see this happening in a new car. I immediately informed the dealer about this and I said I would bring it to the service center.
Yesterday evening I took the car to the Tafe Reach Service center at Chennai and the experience I had was horrible to say the least.
As soon as I entered the service center, I was taken into the reception, after around 10mins a representative was appointed to me. I told him about the problems, and after sometime he called the mechanic. I told the mechanic about the bonnet problem first , he said it can be sorted out in an hour. Next I told him about the gear problem, he said “Sir, it is a common thing, come with me I’ll show you the amount of movement the Indicas have”. I immediately told him that I’m a part of an online community, Team-bhp, and Punto owner’s there have said that no one is facing this issue. He again insisted that it is a common issue. Then he took the car to the bay and started the repair job. The way my new car was attended was totally unprofessional. The guys did not even have a proper torch light and were using their cell phone lights instead, to look at inside the foot well. I just couldn’t see the unprofessional approach to my new car. I immediately went to the service manager and told him about the incident. He said that he would look into this.
I came back to see my car again, the work went on for two hours. At the end of 3 hours, the executive came and said that the job is done.I asked him “Are you sure?”, he said “Yes Sir!”. I took him for a test drive and I was saddened to see none of the problems being sorted out. At the beginning of the repair work I told the mechanic, “Only if you know what you are going to do, lay your hands on the car, else don’t”, as with the way he interacted with me I was pretty sure he was totally ill-equipped with Punto nuances.
At the end of this entire incident I observed the following things -
1.The mechanics have absolutely zero knowledge on the car. Did Fiat train them at all? Have they been trained how to handle a car?
2.The handling of a new car was totally unprofessional and unacceptable; I just couldn’t see the car being tattered.
3.The replies from the mechanics were rude, they did not know what they were doing and if I question, they reply with a strong “It’s common”.
4.Neither my bonnet problem nor my gear problem got resolved and at the end I just wasted 3hrs with some insane people.
I just want to know, Is Fiat & Tata listening?
I don’t want to regret my decision of buying a Punto which I took against many of my well-wishers, I hope due action is taken on this and the problems gets sorted out.
Thanks CliffHanger
I have nothing else to say !! :(