I probably know what you are saying, since I have witnessed it now twice.
I sent email to their official email id, so that I could book a slot for servicing. I got no reply for that email till this date. I wanted to have my car serviced before going for a long outstation trip (~1200 km), but I had no time to chase the workshop, so that servicing did not happen. I went ahead with the trip and after coming back, sent couple of reminder emails for booking a slot for servicing. Yes, you guessed it right! No reply again.
Anyway, I called their workshop to book a slot for regular servicing. The concerned person was not available and I was told that, I would get a call back. Yes, I didn't hear back as you would have guessed by now.
After repeating this story twice, I was finally able to get in touch with the contact person. But since there was considerable workload, they could not take the car for servicing very next day. Fine, I was not in a pressing hurry now and asked them to pick it up after 3-4 days, whenever convenient for them.
So finally, the car went on a Thursday for regular servicing (and I guess, some other minor work such as checking on brakes etc). Overall, it was 1 day job, as it turned out later.
I got a call from SA later in evening that, the car would not be delivered on the same day and will be delivered next day i.e. Friday. I called him up on Friday to find that he was on leave. The alternate SA told me that, he'll check the status and call me, which of course did not happen.
On Saturday, I called up alternate SA and he informed that, original SA is back. Great! I called him up and he told me that work is in progress and may take some time. Normally, I would have trusted his word, but I had exactly same experience with the previous servicing as well.
I probed him about what work is done and what is pending. He tried to beat around bush but I wanted to know exactly what was done and what was pending. At this time, he confessed that, there was lot of workload and car was not attended yet. He was sort of helpless since the scheduling of cars, to be attended, was not in his control.
This simply blew off the lid. I can understand about workload, but I had sought appointment almost week before. After couple of really heated conversations with SA's manager and workshop manager (I was seriously in a mood to escalate it to their GM), I overheard him over phone, instructing someone to take the car up on priority. While that worked well for me, I felt sad that, some other unsuspecting customer is going to suffer because of this.
All this happened on Saturday around noon and by this time, I knew that there was no chance to get the car back by end of day and Sunday was up for a toss. I kept on getting calls from SA later in the evening about work progress and eventually the car was delivered by Monday noon.
(Funny part is that, I had gone through the same process during previous servicing as well).
While BU Bhandari is probably the best Tata-Fiat dealer in Pune and are reasonably professional, this experience wasn't at all pleasing.
Couple of things, however, I must appreciate are that,
- All their employees were courteous and polite during conversation.
- Availability of spares. I was told that, rear brake cylinder had a leak and they replaced it immediately. It was available in the stock.
They probably are severely overloaded with the work, but I am sure, they can manage it in much better way than this.