[Amartya]

Originally Posted by Rock 'n' rollz

That last sentence means I am a proud owner of a stunning car (minus interior, after sales service) who is suffering at the hands of some dealers appointed by Tata Motors. I think .anshuman's thread sums it up well. Its a kind of love-hate relationship.

Fair enough.

Originally Posted by Rock 'n' rollz

Well it might be an individual case but I still prefer to call it a drama as long as they don't improve their processes based on my feedback.

While it is indeed frustrating to not see any tangible changes based on your feedback, I think it is necessary to realize that your feedback, affects the ownership experience of others (say me). I have personally seen how much their service has improved overall in the last ten years and I believe that has happened because of the feedback. If possible, see if there is an alternate service station that you can consider. Sometimes, a particular dealer turns out to be a bad apple.
I guess all I am trying to say is that it is easy to lose faith in the feedback system, but it is important to continue with it.

Originally Posted by Rock 'n' rollz

Anyway, I am good for next 15K KMs. I think I need a long drive in My Punto to overcome the torture I go through @ Tata Service Center. Till then "All is well...All is well"

Yes indeed, go for that long drive, it will provide the succour. Accept my apologies if my earlier post seemed offensive, my only gripe was the use of the word "drama". Perhaps I read too much into it. Good luck with the car.

[amitk26]

@Rock n Rollz : Sorry to hear about your experience did you try changing the service to another TML A.S.S ? or myTVS , myTVS is actually multibrand and authorized both by Tata and Mahindra.

For me I do not prefer to waste time at dealership for every service or minor complaint. I just create an excel sheet with list of points to be checked and send it in mail to Customer relationship manager and take booking from web. Then I ask them to pick my vehicle from home / office ( they offer free pick up and drop) and give a printout of the excel sheet to the driver.
Usually I call up the workshop and ask to talk to service advisor who has been appointed and ask if he has seen the list and understood the issues.

Most of the time at the time of delivery I ask them to deliver at home ( for ensuring they finish the job ) but drop in at workshop to pick up myself.
If delivery is at home I take test drive and then take a delivery.

Till now this has delivered good results for all the niggles to be fixed. I must say I do not have that much experience because It is just 2 years of ownership in which I have taken 3 services ( 15K Km is service interval and once a voluntary service) and couple of times for issue resolution.

[sandygordon]

Post Deleted by the Team-BHP Support : SMS / Slang is STRICTLY prohibited on this community. We would much appreciate your using full & proper English in posts, for the benefit of other forum users.

Please view our board rules carefully before proceeding any further.

[jaysmokesleaves]

Originally Posted by Rock 'n' rollz

I make an appointment with the Tata Service Center @ 9 AM on a weekday (as they claim "weekends are overloaded and we can serve you better on weekdays"). I change my plan to commute to the office by asking a friend to pick me up at 9:30 AM from the service center. I reach there only to find that Fiat executive will turn up at 10. It could be his/her regular timing but then why make an appointment @9AM on the "weekday" in the first place. I complained about this and same thing happened twice after that. nothing has improved.

So my every feedback call is : (btw I have one tomorrow)
1. They make an appointment at 9, 9:30 and the service "advisor" turns up at 10.
2. Car is not (READ: never) washed properly.
3. If you ask them to fix 5 things they will fix 2 and call you at 6PM.. "Sir gaadi idhar chhodana padega" (I find it very suspicious and hence my car never stays overnight at the service center) Why would one want to keep a car overnight just to check the Blue&Me problem by connecting a laptop.
4. At 4PM you get a SMS from TML your car is ready for the delivery. I reach there by 4:30PM only to find the car is not washed. I get my car at 6:00PM. The actual washing part happens in the last 10 minutes. I feel like a fool standing there, when I could have better utilized my time at the office.
5. Whenever you want to discuss an issue, the "Fiat specialist" is not around (I have fixed so many issues on my own with the help of t-bhpians/other internet forums .. e.g. Blue & Me, Rear Parcel tray, phone conectivity issues)

Today I did my 2nd servicing and they have charged me Rs. 1750 for a fuel filter where as it should be 765. Thats an added point for tomorrow's "drama" call. The reason I have been given is 765 was an old price and 1750 is the new price.



Two months after the delivery, the bonnet opener lever started acting up. With security checks in place in most of the malls/workspace, it was embarrassing when the bonnet didn't open @ the security check. Remember I paid 7 lacs of my hard earned money for this car. It was my well informed decision to buy this car. So I knew what I was getting into. But then I also expected to enjoy the "now hugely improved" Tata service quality. Unfortunately that never seemed to happen.

One fine day the bonnet didn't open at the security check at my workplace. I was denied an entry and had to opt for roadside parking. Some unknown people/vehicles managed a couple of scratches on my car's door. I thanked god for looking after both the logos and next day morning visited the service center. "Sir you'll have to wait... you do not have an appointment". Fair enough. Spent next half an hour browsing through the marketing material of Manza, observing badly maintained Linea on display (indicator popping out, broken wipers, missing chrome strips, slightly torn back seat), a propsective customer checking out various controls of a Punto that was just "serviced". Just when I started imaginiing my car being used as a display piece, a Fiat specialist came up and asked me what the problem was. I explained. "yes sir, this is a common problem in Fiat cars". He called someone from the workshop asking him to carry a piece of a newspaper and some glue. I asked him what the hell was he doing. He calmly replied "sir this is how we fix it. Don't worry it works." The sheer thought of parking my car on the road and new scratches/losing my logos made me say yes to him. Around the same time the nanos were catching fire. So it was a security issue as well. What if something goes wrong and I am unable to open the bonnet. So I agreed. The guy folded the paper. Pour some glue in the bonnet lever and pushed the folded paper in it. thats it. it works. I leave the place. Next day I get a feedback call. Although I was not 100% happy with the "jugaad" solution provided, I still gave a average feedback because the solution had worked. But I did mention that such faults should not be there in any car. 2 days later I happen to take my brother in law (who was on a two week India trip) to a suburban mall and ... we were denied the entry. Just imagine it could have been my boss, even worse a client??

Next day I am back to the service center. Service advisor says "Sir you do not have an appointment". (this time I cared a damn as if they were very punctual when I made an appointment). I told him I would like to speak to the manager. The service advisor starts arguing with me. Manager chips in. The advisor tells him that he won't fix my problem, ask someone else to do it. Ultimately I get it fixed. (One needs gutts to tell one's boss that s/he won't fix the customer's problem in front of the customer)

I can understand cost cutting but it should not come at the cost of functional aspects of the car. How much more would they have to spend to provide decent plastic levers? I can live with the grainy dashboard plastic for cost cutting but not the levers. No one expects Polo kind of interior anyway.


please read the above. This is just one plastic part. Do PM me if you want to hear about the rear parcel tray/hatch lock stories.



I feel proud as an Indian when Tata motors goes for global acquisitions, fights recession etc. But I am a small time customer who is interested in the service they provide me for the money I have paid them. How does JLR, Chrysler acquisition help me if they are unable to provide me quality service for the car that they have already sold me? What difference does it make for me if they are profitable or not? I am not an investor of their company.



Well if royalty is what Fiat is interested in then Fiat should stop producing own vehicles right now and start advertising popular cars in India like Swift, DZire, Indica or Manza.


Anyway, I am good for next 15K KMs. I think I need a long drive in My Punto to overcome the torture I go through @ Tata Service Center. Till then "All is well...All is well"

After reading about your experience I can relate to some of it because I too have been through some of the same.
However, I feel you tend to make it sound too melodramatic by talking about lights falling off a Linea and Nanos catching fire in the same vein as your service views.

As part of an informed decision of a Tata/Fiat vehicle ownership you also ought to have known the following;
1. You will always HAVE TO wait at the TASS. They have too many cars to service and are always understaffed. Also note, if you have to go to the office , its better to opt for the car pick up and drop off facility.
2. The technicians arent always upto the mark with trouble shooting. The only thing they know is jugaad fixing or component replacement.
3. The senior technicians arent always available for walk-ins.
4. The senior technicians attend to it only when you make noise.
5. It doesnt matter whether you paid 7 lakhs or paid 11 lakhs, we all have to wait.
6. Most often the jugaads dont work and the only resolution is component replacement. This necessitates a repeat visit and lots of noise.
7. You are yourself most likely to blame for not making the right kind of noises.
8. To make the right kind of noise always answer their customer care call and make sure to rate them ZERO on all counts, like I used to do. You will be surprised to see how your issues get resolved and how well you get attended to on subsequent visits.
9. Feedback is most critical when it comes to Tata/ Fiat service, simply because, in their entire business, the only department that works properly is Customer care.

10. No point arguing with service advisors, you only make a fool of yourself.
Talk to customer care, let them call you and take an appointment, and when they do, tell them not to return the car without fully resolving the issue, and if they do, make sure to rate them ZERO for the second time and shooting a mail to customer care. After sometime, you will not need to, because you as a customer, will be taken seriously, and will be attended to as a walk in too.

Save yourself by yourself.

Cheers,

J

Edit; I would like to add, that I have seen the TML service improve drastically in the past 2.5 yrs. Its got a lot to do with honest customer feedback. I am just a plain jane customer with no TML connections to rely on but the customer care call. And its these calls that have made a world of a difference in the service I get and the other customers who rate them well for reasons best known to themselves. Those who rate the service well despite their personal dissatisfaction, have only themselves to blame.

[amitk26]

100% spot on Jay , and also let me share an open secret attitude is same at a Maruti A.S.S so it is not Tata Motors specific issue ( Can't say about other brands). In bigger cities good Maruti and Tata workshops are always full and offer free pick up and drop for the same reason.

About the incompitency and attitude of mechanics and service advisers. This has to do more with the work ethics and responsibility taken up by blue color workers in general in India. Usually the workers are themselves not consumers of the products and services they are offering and have fell no empathy for the pain points of customers.

[srinivasmhn]

I agree with what sandygordon has mentioned. Service level is surely improving at TASS. This is based on my service interaction this week @ Prerana Motors. All I tell most of it depends on the service advisor. Have built-up a rapport with one of the service advisor and getting the vehicle allocated to him for getting it serviced.
Last Monday I had left my Indica DLG for 60K service. I can tell it is not a service but a breakdown service because of my stupidness of driving the vehicle even after the alternator/dynamo was not working. It gave-up after some 1K Kms resulting in battery and the alternator setup totally gone.
Had myself towed to the service station and gave it for service.
ODO read 62K Kms and still the service advisor considered it has a 60K service(Last service was done at 50K) and gave me estimate of around 16K to rectify all the problems. During the service he called me up informed about the stud bushes needed replacement. I agreed as anyway the bill was high why to worry for another 2/3 K extra.
All the problems could not be rectified as alternator set-up from TVS took time and he promptly informed the vehicle can be given next day at 3 PM.
Next day I got call around 2 PM to come at 4 PM for picking-up the vehicle and he did not have the total billed summed-up yet. As everyone is pointing the washing is done at last point and when I reached around 3.30PM it was getting washed. This problem I have encountered all the times. Can’t help it.
Before the bill was put-up he asked me to go for test drive and almost all the issues reported were fixed. Came back impressed with the servicing but the bill amount gave me shock. It was some 25K.
I had lost the service book, extended warranty card and the Gold Club booklet. If I had this documents I could have saved some amount. Casually checked with him on the missing documents.
To my surprise he showed courtesy and looked back at the previous service records and was able to find the bill for “Gold Club booklet “. He took new booklet and entered the past information and used the coupons and he reduced the bill by 4K. I was really impressed with it. He also sent a request to TATA pune for new duplicate service booklet on my behalf. I should be getting it some time next week. He has taken rs 200/- extra for it.
But one thing I agree servicing at TASS is not CHEAP

[trrk]

Hi,

Originally Posted by srinivasmhn

But one thing I agree servicing at TASS is not CHEAP

I have a Marina. The total service costs have been Rs 31436.59 upto the 60000 km service. All services at TASC only.

My 60000km service was Rs 4004.21 on 22/08/2009.

All the details can be seen at:

http://www.team-bhp.com/forum/long-t...fe-so-far.html

If you can please post a scanned copy of the bill either in your thread (if you have) or you can post it in my thread.

Do you have extended warranty?

[Amartya]

Originally Posted by trrk

Hi,



I have a Marina. The total service costs have been Rs 31436.59 upto the 60000 km service. All services at TASC only.

My 60000km service was Rs 4004.21 on 22/08/2009.

All the details can be seen at:

http://www.team-bhp.com/forum/long-t...fe-so-far.html

If you can please post a scanned copy of the bill either in your thread (if you have) or you can post it in my thread.

Do you have extended warranty?

I was about to ask the same thing about extended warranty. I am actually of the opinion that TASS is significantly cheaper than Hyundai for example.

[Rock 'n' rollz]

Originally Posted by jaysmokesleaves

However, I feel you tend to make it sound too melodramatic by talking about lights falling off a Linea and Nanos catching fire in the same vein as your service views.

Well I have written what I have seen. If you want I can click a picture of an indicator light popping out of the display Linea or you can check it out yourself at Fortune Motors, Thane. Also isn't it a reality that Nanos were catching fire sometime back? It happened around the same time I was facing issues with bonnet of my car. It was something that always played on my mind while driving the car. Thats why I mentioned it. Whats so melodramatic about it? I haven't cooked a story of my own. All these are facts. take it or leave it.

My thoughts in bold below.

Originally Posted by jaysmokesleaves

As part of an informed decision of a Tata/Fiat vehicle ownership you also ought to have known the following;
1. You will always HAVE TO wait at the TASS. They have too many cars to service and are always understaffed. Also note, if you have to go to the office , its better to opt for the car pick up and drop off facility.

Thats why we make an appointment right? I can understand waiting part for walk-ins. Even otherwise 10/15 minutes here and there is ok. but not beyond that.

2. The technicians arent always upto the mark with trouble shooting. The only thing they know is jugaad fixing or component replacement.

Yeah agree and we are talking about the No. 2 automobile maker in India here. :-)

3. The senior technicians arent always available for walk-ins.

Agreed. This would hold true for other manufacturers too.

4. The senior technicians attend to it only when you make noise.

Thats a bad excuse. You haven't made enough noise, our technicians won't attend you. ha ha ha. They should attend the problem based on the complexity of it (irrespective of a customer making noise or not). right?

5. It doesnt matter whether you paid 7 lakhs or paid 11 lakhs, we all have to wait.

Even if I had a Nano, I would raise a concern when they do not keep the appointment. My time is as precious as theirs.

6. Most often the jugaads dont work and the only resolution is component replacement. This necessitates a repeat visit and lots of noise.

If a plain jane customer like you understands this, don't you think its high time TASS guys should go in for a component replacement right away? after all I have visited a TASS and not some roadside jugaad shop.

7. You are yourself most likely to blame for not making the right kind of noises.
I agree with you 100% here. I am to blame myself for buying a Fiat (serviced by Tata Motors) when everyone was advising me otherwise.

8. To make the right kind of noise always answer their customer care call and make sure to rate them ZERO on all counts, like I used to do. You will be surprised to see how your issues get resolved and how well you get attended to on subsequent visits.

Well I tried giving below average score in one of the feedback calls. The outcome?? Next time I visited the TASS, they "asked" me to rate them better when someone from Fiat calls. Its a week since I have lodged a complaint with the customer care about TASS charging me extra 1000 Rs for a fuel filter and nothing has happened so far. May be I have to "wait". Do I have any other option?

[jaysmokesleaves]

@Rockn roll >
Goodluck to you, if you think/expect to be attended at the TASS within 15 mins of your scheduled appointment. It will most certainly be your lucky day. Heyy, dont forget to post here, whenever that happens.

The TASS has often 'asked, begged, requested, called and even smsed' me to rate them well when customer care calls. Im amused to say the least and happy to rate them ZERO.

From all your replies I somehow feel that you are going to remain one unhappy customer(from the TASS perspective) for the entire period of your Fiat ownership. I sincerely hope im wrong though.

Goodluck.

J

[Rock 'n' rollz]

Originally Posted by jaysmokesleaves

From all your replies I somehow feel that you are going to remain one unhappy customer(from the TASS perspective) for the entire period of your Fiat ownership. I sincerely hope im wrong though.

Goodluck.

J

Well if they think a customer would wait endlessly for their below par technicians then yes I will always be an unhappy customer from TASS perspective.

If they charge me 1000 bucks extra for a fuel filter and do not want me to complain about it. I would be an unhappy customer from TASS perspective.

If they can't provide me such a basic level of service, then what do they offer? I am certainly not asking for the moon.

I strongly feel the "Fortunes" of a great car like Fiat Grande Punto in India are being ruined by TASS like "Fortune" Motors.

I have my 2 point action plan ready anyway.

1. Change the TASS (will try Concorde@Chemur, Wasan@Borivali next time)
2. Change the car when its due for the next servicing (after 30K KM)

[chncar]

Yet another thread about TM derailed by unrelated whines about A-S-S. This thread is about sales volumes of Tata/Maruti Suzuki/Hyundai etc, it has gone completely off topic to discussing individual's servicing issues. We just need some folks to come in and talk about the Taxi image of Tata and the thread will be complete.

[Rock 'n' rollz]

Originally Posted by chncar

Yet another thread about TM derailed by unrelated whines about A-S-S. This thread is about sales volumes of Tata/Maruti Suzuki/Hyundai etc, it has gone completely off topic to discussing individual's servicing issues. We just need some folks to come in and talk about the Taxi image of Tata and the thread will be complete.

Hey chncar,

I am extremely sorry for contributing towards the derailment of this thread. Didn't mean that.

But I still feel A-S-S issues, Taxi image are part of Tata's success as No 2 automobile maker in India.

Whatever sorry guys Tata Motors rocks. I wish them success in their future endeavors. blah blah blah

I am off here.

[pgsagar]

Originally Posted by Rock 'n' rollz

Hey chncar,

I am extremely sorry for contributing towards the derailment of this thread. Didn't mean that.

But I still feel A-S-S issues, Taxi image are part of Tata's success as No 2 automobile maker in India.

Whatever sorry guys Tata Motors rocks. I wish them success in their future endeavors. blah blah blah

I am off here.

I have just one question to guys who talk about taxi image of Indicas. Let them name just one luxury sedan starting from RR, which is not used as taxi in one part or the other of world.

Note from Mod : Matter discussed enough, now going off-topic. This thread is closed.