Hello all,
I am sorry for the long post but just wanted to share my email that I wrote to Mr. Khattar for what's happening in his company:
Dear Mr. Khattar,
Greetings of the day!
I would like to start this email with a compliment on the way you headed Maruti and took care of the Customers out there. This is precisely the reason why I moved to Carnation as soon as my car's warranty expired and I started looking for a reliable garage to take care of my car. In the last 6 years of ownership of my car (Maruti Zen), my car has never been to any roadside mechanic but only at the authorized service centers (***). It is only after my car's warranty expired and I realized how these *** are fleecing the customers, I decided to change my service partners.
I would like to bring to your attention that I was a very happy customer of carnation too, till the time you had good service engineers hired from Maruti. Things have been changing however...
My car went into the Dahisar carnation on 9th December, 2010 for a regular service with some minor issues which I am listing below:
- Regular Service with Oil/filter change
- LHS, headlamp replacement
- Wiper Arms to be changed
- Rattling issues
- RHS Headlamp assembly replacement
- Front fog lamp switch to be fixed as it was broken
- Front Monogram (I still believe it went missing inside carnation as I am pretty sure, it had it when the vehicle was parked in my building
- Minor touch up
With this minor service list, my car was taken in and assigned to a gentleman named Vikrant Paradkar (I believe this is the name). Kindly note that, I had booked my service through a phone call and my vehicle was picked up from my residence. The pick up happened sometime post 10.00 AM and I did not get any call from any service advisor till 12.30/1.00 PM. I got Mr. Paradkar's number from the reception and I told him the above mentioned things to be fixed and arrange the car to be delivered by Saturday morning.
I would like to highlight here that, it was me who was doing all the follow up and no one else bothered to call me to give a status update on my car. Every time, I used to call, I was told that they would call me within the next 10 mins with the total cost estimate.
Next day (Friday, 10th December, 2010), there was no update and I was getting impatient. I received a call from Mr. Samkrit, citing that my car's windshield is broken and they have a spare one which they are fixing for free. It was a good gesture, however, I expected my car to be treated more professionally. How can one break a windshield while working on the wipers?
I was then told that my wiper arms are fine, but it its a problem with the linkage, on which they were working on. This was a shocker to me, as no one had bothered to inform me what work they are doing on the car! Further, I was told that my car cannot be delivered on Saturday as the windshiled has to dry out.
To cut the long story short, my car was not even delivered on Sunday ( I was waiting at Carnation on Sunday for over 2 hours also inspecting the car for the damage that was caused and also to make the necessary payments for the services, appx. INR 5760);
It was delivered yesterday evening and I got to drive it today for the first time after 5 days and I am now facing the following problem/issues: - Car was too dirty, from inside and outside
- Seats have become dirty (Black)
- Steering alos had gathered dust and my hands became dirty as soon as I held the steering
- The new windscreen was not cleaned properly and was dusty
- LHS headlamp bulb not replaced
- Wiper's not checked before delivery - Was fluid pipe was not connected and it was hanging inside the engine bay
- Wiper linkage cover not fixed properly - All the rivets loose or missing.
- Front Monogram still not fixed
- To fix the new windscreen, one of the beadings was damaged, and not fixed properly
- Windscreen beading in not proper
I am told that my car would be fixed properly by them and they would fix the issues higlighted above. If you notice, most of the issues which I have highlted above are something basic items which every professional should check while performing his job.
Requesting you to please look into the same and assist!
Just my honest feedback. I still have faith in you Mr. Khattar, for what you have done to the automobile industry. You may reach me on the below numbers:
Thanks!