Don’t you wish that your intuitions are wrong sometimes? Well I do! Read on, for more juicy, dusty and smoke filled update.
Ps: Maruti Udyog LTD and RNS Motors LTD read carefully, I don’t want any special favor, I don’t expect a single phone call from anyone since I know how to take care of my car to my satisfaction, but do justice to your customers for a change. The not so lucky lot, couple of lakhs of them, who might have to take the brunt and part with their hard earned money.
Pps: will be slightly long so please bear with me. Intuition part will not be fully revealed until the end
So let the story about INTUITION begin, it started with the thread about some attitude issues at RNS posted couple of days back here. As a reply, I was about to post how I am (rather I was) a satisfied customer and end it by saying, keeping my fingers crossed since I have a service scheduled this week.
My car aka Snowhite has been treating me really well, surprising me with its go anywhere attitude, comfort, VFM and last but not the least Peace of Mind/Joy of ownership feeling. Yes I do take care of the car maybe more than a normal Joe would, with my certain idiosyncrasies/overindulgences, though I do put her through a hell lot of abuse (lot more than a normal Joe). She has stood by me in the most difficult situations without leaving me stranded at any point of time.
So I drove in for the 30,000 km service and as usual Sachin aka Service Adviser aka SA opened the job card. His first question was: what are the complaints?
I was dumbstruck for a second, blame it on the NOT so good intuition since waking up today morning, I collected my thoughts and replied:
well none!
I went on to list out the jobs I want to carry out:
- 30k service, with oil/oil filter change. After confirming orally that, Mobil Delvac MX is the brew, the one that I want and what they use
- Front strut overhaul, Sachin recommended waiting for 40k. I also agreed, since after I removed all the knick knaks in the morning and drove till Yeshwanthpur from Silk board (under 40 mts starting at around 8 am so I get to hear all the crash boom bang), the car sounded quite aok. I was in double mind about my reasoning of a slightly deteriorated suspension. Still I prod again, and our man is confident and I decided to go with him and delay the job
- Air filter change, which Sachin again said is not needed (schedule is at 40k service or 20k kms) but I insisted to go for it
- Brake cleaning
- Add one more OE horn to make it a pair. Sachin demoed a new swift which has 2 units instead of single unit like the old ones. He said maybe the fog light shroud has to be changed to let the horns be more vocal while at that, since new ones have perforation on them. I gave a go ahead
Sachin offers me a drop to Yeshwanthpur Jn but unfortunately, the tire of that car is punctured and am running late for office. Jumped into the rick and the next 1:15 hours spent in peak traffic with chit chat, smoke and dust. Reached office and my friendly superior comments that am NUTS to drive till other side of town to get my car serviced! OK she still wants me to take her Getz and do my magic to make it drive and look like snowhite. That’s another story alright. Things get busy at work and I with that “oh not so great feeling” at heart chugs on.
I get a call just before lunch from Sachin and he asks me, who all drives my car? I replied it’s me and me alone! He tells me he is out on a test drive and feels that the clutch is weak, asks me usual questions like how is her FE, pick up and stuff. I replied that all is well and I just did a nice back to back trip to gods own country on god forsaken roads and she was aok. She actually gave 23 kms on my Kannur – Calicut – Kannur run. Sachin feels that car is not pulling well in 3rd after 60 kph! The trouble shooter in me overtakes and I ask him to confirm if the refill oil was 3.1 liter, he confirms the same back. We get into chit chat of how a car used in city might get a weak clutch and maybe just do some clutch bleed and do a test drive. He said nothing to be alarmed, just thought of keeping me informed since I am very particular.
Lunch suddenly becomes PMS’ed and I drag couple of more hours at work, 4 PM call up Sachin and he confirms car is “aok” and ready and I will receive a call from RNS with bill amount. I get busy at work and by 415pm, call received, bill is confirmed and I confirm back my arrival for 6-615 pm. Another rickshaw ride, this time thanks to better traffic I reach in 1 hour.
Sachin meets me and ask me to pay up. I trust him so I agree to the pay without even a trial; I wait at the counter for the guys to make the print. I collect the same and start to go through it. This is when I notice something very different from my previous bills. The oil rather the description is “15W40 PRIDE XL (SWIFTDIES” and am not that aok after this. Still I carry on to the cashier when Sachin asks me if everything is in order, I tell him NO. I ask him if he is sure the oil used in Mobil Delvac and he replies that it should be since that’s the one that Maruti recommends. I show him the print on bill and he stops me from paying up! He request me to wait in the couch while he goes and checks (man this is why I LOVE this guy!)
I see Sachin walk to spares, then to a Mangers seat having discussion there and then comes back. He confirms that it is NOT Mobil Delvac and its Servo PRIDE which is also Maruti recommended. Before I question any further, he admits it’s his fault and requests me to wait so that he can escalate it and find a resolution. I like honest people rather am a sucker and I even offer to pay for Servo also if he can get me some of my fav Mobil Delvac. He goes in; I can see him bang his head in front of manager 1, then make calls, then manager 2. Comes out and asks me to follow him to cafeteria and meet the GM (Gurudat IIRC). I oblige and follow.
Sachin explains what has happened, and even admits it’s his fault that he didn’t check and confirm. The GM/Senior Manager hands me an email print from MUL to RNS informing the oil to be used and stuff, which has Mobil Delvac MX on top and Servo below. I inform him of my preference and ask him if the service center can find me a can of Mobil Delvac, which am ready to pay, replace it and then move out in peace. He makes a call, to stores in charge (according to him), confirms the lot is not available and it will be sometime. Sachin butts in suggesting if they can procure from outside. Our man Mr Guru mumbles something in local lingo about how warranty cannot be assured! If so. This officially is my tipping point.
Here I am taking the trouble of travelling 3 hours, paying some 400 bucks on ricks, losing out good 2 hours of my work hours to service a Maruti Swift Diesel in Bangalore and I have to listen to this???
I tap his (Guru guy) hand and tell him NOT to educate me about warranty of my car, which I very well know how to take care. Sensing my tone he hushes up and goes into hog wash, how they are helpless etc. Sachin on the other hand wants to find me Mobil Delvac; he is ready to sent technician to my house at my convenience to do the job. He inform the Manager in front of me that am a nut case who travels across town to this service station so that my whims are satisfied, whereas I just need to cross street to go to their branch to get the job done (no not really, he just said I take the pain of coming down from Kormangala).
I sense no resolution to my situation and cuts in and decide to pay and move on. Sachin again offers help and even sorts the billing stuff on my behalf while I wait. Meanwhile he is still making calls and trying to convince the other side the issue in hand. Finally he walks to me and informs me on his helplessness and how his superiors do not understand the situation. I understand that he even checked and confirmed with regional service engineer from MUL on Delvac being superior to Pride stuff.
END of Part 1.
What to expect in Part 2? what my intuition really was! which if correct (As in if we scientifically prove) would help Swift Diesel owners, and how I wandered JC road at 830 pm at night calling up few of my friends from TBHP and how my wife thinks that it’s time to sell the Swift and start using public transport because of all of the above.