Went to Carnation again today. I wanted to give them a chance to diagnose the rattle and the small ac problem I had.
Service advisor takes inventory and keeps the car in the bay. A lot of guys want to drive the car from this bay to that bay. I wouldn't blame them, after all they get a civic to play with. I walk inside and suddenly the car is with the guy who is nominated to check it.
They do some removal of glove box and some checks. Decides the entire Dash to be removed for further checks. The guy seemed confident - so far so good.
I ask how long will it take. Two days. Then comes the best part - Its a civic, the ac parts are very slow moving parts, if at all after two days they see a part is defective they cannot source it. This means I waste two days only for a diagnosis and not rectification. I am happy the technical guy told me the truth atleast rather than keeping the car and those buggers driving around in my absence.
I say pack up, no further things required. Suddenly I see there is a wheel alignment machine. Asked the guy to do an alignment and balancing. The guy takes the car, fits all those thingies and start. Finally I was told the alignment is done. I check the readings and none of them is in any band recommended. I ask him - he says that's it. Its done. Ok - no hope here, asks for a printout of the reading - he says no printout as it is not working. Great!! in just 3 months the machine is in this state - imagine your car! I say no balancing required. I am scared now.
By this time wifey brought the swift as its ABS warning lamp was on. I get an answer from the Service advisor - it will take some time. I said Ok, but atleast bring that handheld OBD scanner and tell met the DTC. I get an answer - it will take 2 hours for it to be free. Wifey takes the car and quits.
Meanwhile the Civic gets a wash and it comes out gleaming. Washing guys are good at their job.
The small paint job they had done on my bumper last visit was good. The colour matching was good.
I was very much irritated with the alignments, and also the 2 hour time to just get a OBD too to diagnose. I told them this is simply not it.
I took the delivery of the car, and got out to the ring road. Holy Crap - the car is pulling to the left. Alignment is all screwed up. Immediate visit to the tyre center nearby. Some money gone, alignment back to normal.
My observations :
1) Paintshop seems good
2) Washing is good
3) The technician was honest to tell about the non availability of spares
4) Wheel alignment and balancing -AVOID from here.
5) Too many vehicles coming in - everyone seems to be confused
6) Delay in attending to problem a big detterent.
7) Guys are enthused with the variety of cars - god forbid they learn on your cars.
8) Confidence level still not achieved.
9) Mostly maruti guys - for whom rattles are order of the day, and not an issue.
10) A lot of management phrases all around - but never ensured.
Mean while I took Swifty to my favourite MASS - 20 minutes, issue diagnosed rectified and delivered the car. No charges for the same.
Took Civic to my Honda Service. Diagnosis guy also expressed the open of the dash near the odo to check. Seems a vent block. Decided to give on a lean week as the car needs to be in for 2 days. Spares are not an issue, an air order should get the item in max 2 days.
From this if I have to be visiting Carnation back
1) Components should be readily available, or atleast with in two days.
2) I need the same level of service and care that I get with the dealers
3) Costs should be less, and Quality should be high
I listened to CRM telling me, customers are willing to pay if they get good quality. Agreed - then go ahead, deliver quality.
So my feedback to Carnation as of today is
Quality and Satisfaction is mine. Ensure it - then the price is yours!!
Last edited by laluks : 22nd May 2010 at 18:12.
|