Buying a Linea - B'lore dealer letdown! I had booked for a Linea Emotion Pack on 28th January 2009 at Prerana Motors, Lalbagh Road, Bangalore. They were non committal about delivery dates then citing that it would take 2 months. I was ok with that.
However right from the 3rd of March they kept informing that the car has been dispatched and would be ready for delivery in 3-4 days time and would then backtrack citing some internal issues and the car has not been dispatched. Finally on 18th March I got a call from the sales executive stating that the car has finally arrived and is in the yard awaiting PDI and delivery. I informed the sales exec that they can expect me in the showroom any day between the 20th – 23th (the weekend) to make the final payment and take delivery and they said they were ok with that.
However on the 23rd of March morning as committed, when I was all set to visit the dealer for making the final payment, I got a call from the exec stating that the car has been delivered to another customer. The sales lead’s rude excuse was since I had not made the final payment, and as such they cant help it and will now have to wait for another few days and can expect a delivery before 31st March.
How can a car that has been allotted to me be allotted to another customer especially without my prior consent, and it was not that I had stated any inability to honor my booking. I had the money and had committed to making a payment between the 21st and the 23rd.
They have even gone to the extent of tampering with the allotment dates by stating that the car was allotted to me on the 4th of March when I have proof of visiting the dealer on the 3rd to inquire the status of my booking (based on a call from the exec stating that the car has been dispatched and will be ready for delivery n 5-6 days) and the sales lead clearly telling me that the car has not been dispatched and is unsure when it will be delivered and that I was mislead by the sales executive who had earlier called me.
The sales lead was totally discourteous and rude and said if I can’t wait for another car then I could go ahead and cancel my booking. Can you imagine how annoying that can be, especially when you are all set to spend your hard earned money?
On raising the issue with The sales division head, who seemed smoothly polite and courteous was trying to cover the issue citing internal pressures and the inefficiency of his sales lead and promised that my car will be delivered on priority by Saturday 28th!
Fiat as a brand earned a bad reputation earlier because of its service partners and sales partners and it seems like this is again resurfacing even after a tie up with TATA motors. I hope that this is an one off situation!
Earlier (a couple of months ago) a friend of mine had booked a Indica Vista at Prerana motors only to be cheated by a sales exec who had smooth talked customers into making cash booking advances for immediate delivery and handing over fake cash receipts . Fortunately they had written evidence and Prerana had to make good and honor the booking. Seems like the management is impervious to the activities of its sales staff both in the Tata division and Fiat division
I am a brand strategy consultant and it is disappointing that a great brand (in Europe) Fiat who I was keen to give a second chance in India has disappointed me by not ensuring that its sales partners promote professionalism and courtesy.
The lack of professionalism and customer centricity of the sales staff at the dealer has really left a sour taste for me. Its so disappointing since am a loyal a Fiat fan who waited for so long for the Linea.
I so hoped for Fiat’s revival in India, but I see no hope if partners try to kill the brand with their dismal point of sales service.
Also can anyone help me out with an email id of a Senior Fiat India Marketing exec who I can contact and raise this issue directly? ANy other suggestions?
Am still waiting for my car that is in transit, and its already Friday!Hopefully Monday will be the last I will have to put up with the dealer! Wish me luck! |