Hi fellow bhpians, I own a Safari VX, which had been gifted to me by my dad last year. So this August I decided to take my car for the third free service which is after an interval of a year of 15K kms. whichever is earlier.
I contacted Tata Motors (Auto Industries,Arlem-goa) on 6th of August 2010. According to the representative they were busy the following week so I got an appointment only on 19th August 2010.
I reached the N.D. Naik Service center on the 19th at 9.00 a.m. in the morning only to be told by the receptionist that my appointment for the service has been transferred to Auto Industries Showroom Service Center in Verna which is almost 10kms away. So I again had to travel from Arlem to Verna. I reached Verna at around 9.30 am and met service advisor Darshan who took my car for the third service. He promised to deliver the car the same evening by 4.30pm. At around 4.30pm when I called him back he said there will be a small delay so the car will be done by 5.00pm, when I contacted him again he gave me an excuse to come to pick it up by 5.30 p.m. later Darshan phones me to tell that there were some few things to be sorted out so he will deliver the car ready to take at 9.30 am the following morning that is 20th August 2010. SO this was 1 day for me without the car.
On 20th August 2010, I phoned Darshan to keep the car ready and I will come to pick it up at 9.30 am. When I reached the service center there were already some customers waiting to get their cars serviced (Who apparently also had been forwarded from the Arlem Center and were extremely angry
). I contacted the service advisor present at the desk regarding the car who told me to wait a few minutes, after half an hour I contacted him again as Darshan was absent, the service advisor told me the car wasn’t serviced at all from yesterday. The reason he gave me is that cars are being forwarded repeatedly by the service center at arlem and they have overbooked the schedule and the service center at Verna has only 2-3 technicians. After this I demanded to meet the manager, who apologized and gave me the contact number of AGM Mr. Diego. I gave the AGM a piece of my mind after which he promised me that the car will be taken back to arlem service center right away and will be checked out and he will return the car in the afternoon. So finally i got the car on the 20th at 5.30 in the evening.
I had to go two days without my car, my car was taken to and fro between the service centers at my expense and on top of all that I do not know how the service center has a backlog of so many cars and are still taking cars for appointment.
So I forwarded this incident to Tata after which i received their reply as follows:
Dear Sir,
Greetings of the day.
At the outset we regret the inconvenience caused to you.
This note of apology holds no testimony as an excuse for the inconvenience caused to you.
We agree to the fact that every TATA & FIAT Customer approaching Auto Industries deserves an esteemed treatment.
We would like to thank you for providing yor honest feedback, since its of utmost importance for our growth as an organization. The grievances mentioned by you would be reflected on
with utmost priority and seriousness since we do understand the gravity of the impressions made.
We again apologize for the turn of events which have caused you such inconvenience and assure you the best of the deserved treatment as a customer in the future.
Warm Regards
Jyoti Vishal Bandiwdekar
CRM
Auto Industries Goa Pvt. Ltd
Goa
So this is a caution for those who's cars are due for servicing soon,Be Prepared!