Note :
The below post is not meant to defame anyone / any Brand, or hurt the sentiments of any any Fanboys. I am only stating the facts and inferring anyone with common sense could do. My brother and I personally use an Altroz Diesel, we also had a Tiago since 2017 which was replaced with the Altroz. I had a TATA nano from 2017-2020, and did more than 35k km on the car during this time. The whole point of this post is to bring attention to the deteriorating After sales experiences of TATA car owners, especially the dwindling number of service centres.
Lets go back a few years and TATA motors had one of the lowest market share, their products were uninspiring, and the sales numbers were usually in 1000-2000 cars per month. Fast forward to today and TATA is a key player in the Indian market, selling upwards of 15000 cars per month. And the products cater to everyone in the market, are attractive and honestly are great. With the new Punch launch, that number is definitely set to grow higher. There was a time when if someone recommended a TATA car to you, they simply hated you. But with the new fleet of cars starting with Tiago and Nexon, they have now become the default choices for most people and I personally had recommended them to a lot of close people in my family as well as to friends.
Recently we all have seen news articles of TATA opening up hundreds of "Sales Outlets" in a day, or over a span of few days. I live in Kerala, and to be honest, TATA Sales outlets has become more like ration shops here, you have one everywhere you go. And they are selling cars like hot cakes now. All good and happy there.
In the olden days, when you see a car showroom, its mostly a showroom-service centre combo kind of deal.
Now, look back at all the news headings, all newly opened ones are "Sales Outlets". The truth is, none of these do have service centres associated with them. These are mostly stand alone sales outlets which are under some major showroom in that area.
Lets take a look at our current "Service" experience:
Our Altroz was due for its first service, we called up the dealer from whom we got the car to book the service. We were asked to call up their dedicated service centre at Kottayam. This was on Sep 5. The minute we mentioned service, we got a reply that next available service slot was on Sep 21. What are we supposed to do till then, not drive the car? We had no other option but to book the service for 21 Sep, as other service centres in Kottayam were having worse waiting times for service. The most wonderful thing about this is that we have owned Maruthis, Hyundais and Hondas. We always get reminder calls for service booking from the service centres well before the service due date (sometimes too many calls from Hyundai). From TATA, absolutely no call or reminder.
We went for the service on 21 September. The service centre was crowded. Reached there at 10 am, and an SA was allocated at 12.30 pm. (Honestly not exaggerating). The conversation went as below:
SA : Sir, we are too busy, we cant wash your car today. I will give you a letter, you can bring the car anytime later to wash it.
Brother : I want the oil to be changed, will pay for the oil and labour charge.
SA : Sorry sir, if you want the oil to be changed, we can only give your car back tomorrow.
Brother : I have few other issues on the car. (Keyless entry not working occasionally, Automatic climate control fan speed not working, one of the grab holders is broken, There is a sound from turbo when the foot is lifted off the accelerator)
SA : Sir, you can bring the car later at some point for all of this, and we will take care of this then.
Brother: This is the first service, you cant wash, you cant change oil, you cant address any issues. So what exactly are you going to do as service?
SA : (Nervous smile) Sir, this is just an inspection. We check everything thoroughly to be sure nothing is wrong.
Brother : And if you find something is wrong, what are you going to do?
SA : Sir, we will note it down, and you can bring back the car after few weeks.
So what is going wrong?
Tata has been selling more and more cars every month. They have been opening more sales outlets to fuel this. But the number of service centres has stood at a standstill for a few years now. With the current number of cars already sold, the service centres are squeezed to the maximum capacity.
Result? Poor service experience, poor service quality, and mostly customers concerns and complaints are not addressed properly. More than two weeks to book a service for your car is completely unacceptable. That too, once you get there, they cannot wash your car, they cannot do anything other than an inspection, they cannot even listen to you properly. On top of this, TATA cars of these days are having more niggles than say couple of years back.
Before someone jumps at saying its not like this, I present the numbers for Kerala.
As of today, Kerala has 78 TATA Sales outlets across the state.
To service the cars sold by all these outlets, they have just 21 service centres all over Kerala.
Data from
https://dealer-locator.cars.tatamotors.com/) I do have the complete list of sales outlets and service centres from this site.
ServiceList.pdf
What has this led to : Up until a few months ago, we would have recommended a TATA car to anyone. Our cousin is getting married in December. He wants to get a new car, and was looking at Altroz or the upcoming Punch. Based on our current experience, we have asked him to check out the sonnet / Venue & Jazz, and not to go for a TATA car.
What is needed?
TATA needs to recognize this as a serious issue, address it by opening up more service centres matching their sales numbers, so that all cars can be taken care of properly. What's is the point in selling all these beautiful cars, and then abandoning the customer when it comes to service?
Who is going to service them and address and fix the small niggles and issues?
And how long are the cars going to last without proper care?