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Originally Posted by TROOPER Have the decency to learn the entire issue before making wide statements and asking me to keep calm. You may not be defending Tata but also realise the fact we aren't fools or idiots either and haven't blindly purchased a 20 lakh rupee car. We are fully aware of warranty claim procedures. |
Hi sir.
Let me start off by saying that I feel your pain, and not just understand, but completely agree with your viewpoint. I've been here before myself, few close people have been here - I recognise this bonafide consumer frustration and utter dealer+OEM incompetence very well.
But the reason I've quoted this part of your post replying to someone else (this is my first and likely last, hesitant post here) is to remind you that:
1. Yes, you've come to the right place.
2. You've made others aware (and hopefully gained some resolution speed in the process).
3. You're rightly getting a place to vent and commiserate.
4. Most importantly,
there is an ignore list option on TeamBHP you really ought to use.
Forum rules stop me from using the choice adjectives I might've wanted to, but let me put it this way - some of the posters talking of warranty procedure/it being not a long duration/you being too demanding/dealer&OEM doing their best, are exactly the kind of people because of whom the pathetic, shambolic and entirely unacceptable service standards continue to (and will continue to) persist in our country.
The reason I highlight the above (which I'm sure you already know), is that it saddens me to see you waste more time and incur yet more stress (in what is surely an extremely irritating time for you) due to the regressive attitudes of a few. Public forum/contrary views will exist and all that blah aside, just use the ignore button. I'm not advocating online echo-chambers that advertising driven (social) media is slowly pigeon-holing the thin-skinned online world into, but some nonsense should simply be ignored.
It's healthy to discuss and shed light on normal warranty procedures, logistical challenges etc, but if at any point these failings are accepted/used as excuses for OEM/dealer or calling your expectation of barely passable service unreasonable, we come back to why there's no service standard in this nation. I know what I'm talking about here - I unfortunately have a wealth of experience with dealers, warranty procedure, VOR and even airlifting of parts if at least the top brass in a company understands the meaning of customer service.
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Coming back to your
actual issue:
I've seen this before with Tata - the escalation matrix is, at best - slow (and usually ineffectual, chaotic and frustrating). By this time, parts should've been airlifted, fit yesterday and you been given free service coupons. It is absolutely unacceptable on so many counts:
1. Downtime.
2. Downtime so early in ownership.
3. Loss of factory fit through no fault of your own.
4. So much stress and escalation for such a poor, unprofessional and lax response from even the OEM.
5. Horrendous spare availability management.
6. Passing the buck to the dealer (dealer passing the buck is expected so not mentioned - dealer's have rarely done anything to earn any regard so my expectations are
low).
7. Referring case to the wrong dealer - means their escalation teams do not even bother to read escalations properly (have seen this before with them)
8. Dealer continuing to lie (i.e. behave like a common dealer) even after a high-level escalation.
Dealer still having the audacity to lie to a customer who has escalated so much speaks volumes of how (not) tight Tata keep their dealers.
I don't see an issue with buying cars lying at the factory stockyard for some time, and with the Hexa's volumes, the manufacturing date on your purchase seems reasonable. And it certainly shouldn't have culminated in the issues it has. Speaks of either exceptionally poor yard conditions or Tata living up the old fear of poor QC and processes which it had apparently rectified in the past 5 years.
Overall though, incidents from across people I know as Tata owners with the right idea of what decent/acceptable (good is a pipe dream) service should be, are now adding up to the point that I'm at the brink of losing all faith in Tata, and scratching them off the small list in the acceptable column of manufacturers in India.
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Edit: Lastly, allow me to add that I find your measured approach to posting and still giving credit where credit is due (RSA for example) in the face of a markedly irritating experience commendable.
Cheers sir!
Quote:
Originally Posted by AirbusCapt Before we all make this a full scale bashing or Tata support thread, let me clarify a few aspects related to how the warranty claims and replacement in Tata motors work. |
Sir I appreciate you sharing the procedure in detail, but it's more or less common to all manufactures, and well known to most consumers. Also, with respect, in this case -
it is entirely irrelevant.
One can either throw policy in a customer's face or be customer centric in such a case. There's no middle path. This isn't a time to talk about policy - it's the time to go above and beyond.
Tata deserves all the bashing it gets here and more. And this comes from someone who may be reasonably accused of generally over-praising Tata even recently.
This is no way to treat any customer, let alone a premium customer (yes, while I don't agree with different treatment for different levels of buying expenditure, but unfortunately, more often than not, I've seen that line go a long way).
Quote:
How do I know of this? In my Hexa (now sold), my turbo started making a whistling sound due a micro hole near the fastening. The turbo was replaced FOC, however this entire process was followed. Until the turbo replacement I was given a choice, either to keep the car in the workshop or drive it home and keep it parked ( if it failed when I had it, the warranty was null and void).
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That last bit, while it can be policy technically, if ever put into practice for a known, diagnosed issue, is just BS. It can only be done by a company who doesn't understand the meaning, let alone spirit, of customer service.