Guys , I'm posting an email transcript copied from PUG (Palio User Group), this email was addressed by a palio customer to FIAL
Its a long read..
Email from a Fiat Palio Owner:
Dear Mr. Rajeev Kapoor & Mr.Mangesh Kodalkar, Greetings to both of you, I
introduce myself as Mahesh Natarajan a member & Group Moderator of Palio Users Group forum PUG.
PalioUsersIndia : PalioUsersIndia The group has as on date 1850 members. I am sure you are aware of PUG as a FIAT cars users group on an all India basis. I am sure Mr.Kodalkar would have kept you informed about the regular interaction we group members have with him on time to time. My personal mail-id I use on the PUG forum is maheshnatarajan2000@... & this is my first email to you. I am already in touch with your colleague Mr.Mangesh Kodalkar from the Services. We have spoken with each other earlier. We from PUG take this opportunity to first of all to congratulate you & your team at FIAT India for the wonderful job being done in brining back Fiat from the brink of collapse and for the resurrection. We members in PUG have seen & been with FIAT India through all the ups & down FIAT India went through right from 2000 till 2008. A lot of members still swear by FIAT products and still believe that nothing less than FIAT and have purchased the la test models and are eagerly waiting for the new
releases such as Linea & Punto etc. Most of the members as you have mentioned in your own website under CEO corner "Smart Solution for Smart People" are people from various walks of life people who have put their hard earned money on FIAT products and you can see that most of the members are invariably working in respectable positions and see a lot of value in FIAT products. The purpose of writing this mail to you is to bring to your kind attention that off late there is a major concern & debate going on in our forum within the group members on the sudden steep increase in the cost of spares, delays in availability of spares, poor quality of service at TATA FIAT service centers, etc. Various members are now loosing hopes on FIAT products and in due course of time they would not really recommend a new
buyer. I would appreciate if you take some time to address this serious issue
with the Palio Users India community after all aren't we the actual users of
FIAT cars that you make and assure us that spares cost will have to be re-looked and improvement in quality of service and availability of spare parts in time etc. This has to be addressed by you sir. End of the day please remember that perception matters. When new potential customers come & ask for feed back from us PUG members in our forum we advise them to buy the FIAT cars where as most of the feed back from other websites & new paper article aren't so supportive of FIAT products so you can imagine how difficult it is to convince a new buyer. Many other brand of cars give regular advertisements where as FIAT does not. Remember it is 1 customer 1 car. For every car you make & that rolls out of the factory there has to be a buyer like me & some of the members here who should see value in it to invest the money to buy the car with so much negative feed backs from close friends,
relatives, family members & advisors. In-spite of all this we have been brave
enough to buy FIAT Cars. Here in PUG we have a saying buy Palio with your heart not using your brain to make the decision. As you aren't registered member with PUG you might not be able to send your reply to this mail to the PUG website. If you reply to me & ask me to forward your email reply then I can share your reply to the user community. We really look forward for the pleasure of a mail reply from you.
CEO Fiat India Comment:
Dear Mahesh,
Thank you foe voicing out your fears and I appreciate your concern on the brand FIAT. I would shed some light on the strategy being put into place by us at FIAT to bring it back to the past glory.In the past we did some grave mistakes for which customers and loyalists like you have had to suffer. We had a superior product in the form of Palio. But the main drawback it had was the import content. Majority of components like the Front and the Rear Bumpers, the Head light, Tail light, condenser etc were imported parts. The Lead times involved in ordering these imported parts and the commitments as well as the cost involved is well known to everybody. I need no speak on it. That gave rise to high import cost of spares and so the high cost
of spares. Second was the transition that FIAT itself was going through. FIAT was looking out for a partner who knew the Indian market very well and had an extensive reach and that came in the form of TATA’s. since this JV was signed in December 2007, the people involved our focussing to revive the brand FIAT. The commitment of both the partners can be seen visually in the form of the State-of-Art Plant being set-up in Ranjangaon, Pune and the plant from where Linea, Grande Punto and other future products of FIAT would be launched.The third focus was to avoid the dependency on imports. For that a lot of time and money has been invested in creating a vendor base who can supply the right parts to build cars as per FIAT standards and also supply the market requirement of Spares. That will ensure that all future products are completely indigenous and the Parts and spares are competitive with the local competition. Similar facilities will also be extended to Palio product as well. Those things are being worked out. But right now our focus is Linea and Grande Punto. With these great products we want our comeback to be a success and we are all geared up for that.This is the gist that I am offering to you as FIAT Loyalists. I am not sure how much of your doubts have been addressed by this and how much faith have I been able to restore in you for FIAT in itself. But we at FIAT are all committed to take FIAT to its past glory
That is all I can say.
Regards,
Rajeev Kapoor