Dear Bhpians,
Many of you might be of opinion that am a firm supporter of Maruti Suzuki cars, I won't be surprised if some of you think am a Maruti fan boy considering my family has been a Maruti customer since a couple of decades. What pleased me about cars from MUL was their jap motors, good handling (no, am not talking about ESTILOs) and most importantly one of the best after sales support the industry has to offer.
This time though, I have something different to offer.
Its been a year since I have moved to Bhopal and recently it was the second time my car (2006 Baleno Vxi) was taken by us to
"MY-CAR, Bhopal" . First time it was for regular service but this time around it was for some repairs and this is where the story begins.
On early morning of 25 March, a stray dog crashed into my car. The car was doing around 70 kmph. The crash resulted into a cracked bumper and a loose front grille. Soon after, it was discovered that the Aircon is malfunctioning.
On
27th dad took car to the aforementioned MASS centre.
Incidentally, some service camp was in progress and the Incharge of the camp inspected the car. After being told by dad he also noted that the front suspension is to be inspected as there was some sound from the Front right while negotiating full right turns.
The same day it was told that the Front bumper, grille, AC-Fan will have to be replaced. Also, it was told the condener shall be checked the following day. Dad requested them to contact him on monday(29 March,) so that the Insurance people may inspect the car in his presence. He left the car and came back home.
Here is the sequence of events that followed.
29March: Dad was not contacted and the car was surveyed in his absence. Same day when he reached the service centre he was handed over the estimate and was told that he would have to pay about 15000 bucks. He was also told that the parts for Maruti Baleno were not in stock and have to be ordered by evening as the orders are placed on Mondays and Fridays only.
On much pressing the guy handling the repair job admitted that the condenser might not need replacement and a repair may do the job.
It was told that the car will be fixed by 5th Apr.
During the course of time Dad had to go out of station and he visited the centre only twice between 29th and 5th
It was quite a shock to note that the order for the parts had not been made till 2nd april. No explanation or whatsoever was given by the guys there.
Also, it was told that the condenser had to replaced as it was damaged beyond repair.
5th April : All that was changed with the car in a week's time was that there was a thick coat of dust on the car.
Talking of the spares, it was told that only the bumper had arrived and as the Baleno has been discontinued the parts are hard to come by.
Also it was told that the estimate given will have to be increased as the grille costs around 7000 bucks. By this time I and Dad were losing our patience and we demanded to see the Invoice of the orders placed with MUL Gurgaon. But it fell to deaf ears and we had no option but to wait till friday.
9th April : By this time the estimate had swelled to around 20000 bucks. Till then, the only progress was that Dad was showed the bumper that had arrived.
Same day he talked to MUL regional office at Indore and he was told that the parts for Baleno are readily available on order and that at the most they may take 4-5 days to reach the MASS centres.
It was then that it was realised that no order had been made by the MASS centre till that time. However, they told the car will be repaired by sunday 11th april.
11thApr : Dad was shown the original condenser and explained the extent of damage. Not convinced he demanded that he will be collecting the damaged parts once the repair has been done.
Till then no repair had commenced and the only relief came the following day when we were told that the spares "are on the way" !
Days passed and dad repeatedly visited the MASS centre only to note that parts have not been arrived.
13th Apr : Again the MASS centre failed to deliver the vehicle and only saving grace was that the condenser and the grille had arrived (as told to dad)
15th Apr: This time around the AC-FAN was not availabe and that resulted into another delay. By this time we were sure that something was hanky-phanky. Dad called Indore office of MUL and talked to some senior executive. He patiently listened to our side of the story and promised to call back in few minutes. As promised he called back and we were informed that no order had been placed on 29th march as 31st was closing day. Also the order could not be placed next monday or friday because of some national holidays.
16th Apr: We were informed that the repair work has commenced. However, the car could not be repaired that day due to reasons best known to the guys at service centre. We were also shocked to know that the battery has to replaced.
We purchased a new battery from MASS that day and went back home only to be told that the car was not yet 'fully repaired'
17th Apr: Finally, dad went to MASS at morning and had to threat them that he is going to approach consumer forum. Also, he filed a complaint in the complaint register at the MASS. Finally by afternoon all the parts had arrived and the car was fixed.
This all that followed on 17th April:
1) The bumper was painted while Dad was present at MASS.
2) All the parts were installed the same day.
3) By now the bill had shot up to 27000 bucks (approx)
4) Finally when the car was ready here is what he noted:
a) An Idol bought from Sidhi Vinayak Temple,Mumbai was missing.
b) The interiors were not cleaned
c) Nothing has been done about the suspension noise.
d) The dashboard had somehow loosened itself.
17th Apr: (15:00 hrs) : Finally dad drove the car back home. A driver from MASS drove our other car back home. I noticed that the new bumper was
Misaligned and fresh scratches were present on left side of the bumper. Also, the left front fender was scratched.
The driver who drove back our other car testified to MASS centre on phone that no collision had taken place on drive back home and so the bumper must have been damaged at the Service centre itself. He was instructed to drive the car back to MASS immediately.
19:00 hrs : The car wasn't back till then. I and Dad had to leave the city in a couple of hours. Finally the car came back around
21:00 hrs. By then we had left the city and there was no one to inspect the car.
We were very much agonized by the most unproffesional and shoddy service by MASS we had ever seen.
Till date no replies to the complaints we had filed with the MASS centre has been recieved by us.
Following points really disturb me
1)
Why could not we be informed that as no order can be placed in 10 days time we may take the car back instead of leaving it at MASS only to gather dust? 2) The car has done only about 30000 kms and the battery was fine when the car was left at MASS. How did it got discharged and rendered useless? Also, only the make of the battery was noted at the job-card and the battery no. wasn't so its impossible to verify if the battery we were shown was really the one which my car came equipped with? 3) The car wasn't washed properly and if that wasn't enough they managed to scratch the new bumper and the fender. The fender was also not re-painted when the car was returned on 17th night. 4) No info about the missing idol has been recieved. Also, the badging of the original grille was missing. When asked, the reply was the badge had been used on the new grille but still we were charged for new suzuki badge.Does MASS Bhopal take pride in pilfering things? 5) Finally, now that all this has happened, how can we be certain that no other part (brake pads/clutch plates/flywheels/connecting rods/etc.) have not been tempered with?
If this is how MASS deals with its customers, I guess Fiat is no worse than Maruti after sales. Atleast you don't have high expectations with Fiat/skoda after sales and so even when they disappoint you, atleast its not this shocking.
If I have go thru all this ordeal at MASS workshops (that too a 'reputed' one) I guess am better orf buying that sexy italian sedan and go thru such ordeals at fiat workshops instead.
If anything else, it has put our decision of buying a used gypsy king on hold as we can't really predict how low MASS bhopal can go with cars like baleno/gypsy/vitara/versa as they are not half as popular as Altos and swifts.
Baleno owners: Its a request to baleno owners who go thru this to kindly email me some close pics of front bumper (lower half) and engine bay as am suspecting something still amiss with the way my car looks. (EMAIL ID: ycferrari2005@yahoo.com) Also, if required I can post pics of all related documents (
complaint copy/job card) after 26th when I'll be back at bhopal. I may have missed some details as I was busy with my exams these days and shall edit/add when I'll be back home.
Thanks to all those who went thru this boring and lengthy post. Regards.