Reliance Autozone/ V-Kool - Disastrous service + Damage to Car + Sheer Negligence! Email being sent to VKool, RIL Autozone Regional Manager, Auto Mags - just awaiting pictures of damage + scan of letter from AZ Manager.
To all concerned,
I would like to bring to your attention the ridiculously negligent service at Reliance Autozone (Gurgaon Ambience) during the installation of V-Kool sunfilm. I am not sure if the individuals were employed by Autozone or by V-Kool but they have not only significantly damaged my car but also ruined the reputation of these 2 brands in my perception. My conclusion of the situation is below - I hope the management of the concerned companies will take out the time and effort to prove me wrong.
1. V-Kool does not train their staff/franchisees nor conduct follow-ups to check the quality of the individuals handling their product - Having set up the franchisee system wherein royalties fill their coffers, they have become complacent in their practices and do not value their customers. This is the only reason why such a poorly managed franchisee would have the license to offer their products.
2. Reliance Autozone believes all its customers are liars and thieves - if the customer cannot show 100% proof of Reliance's fault inspite of blatant negligence on AZ's part - it means the customer is at fault and Reliance does not care.
Below is a detailed walk-through of the incident.
On the afternoon of Friday, June 11th (1.30pm), I brought my 2010 March Audi A4 to the Autozone garage. I had previously visited and met the store manager Mr. Amit Gupta who seemed like a knowledgeable man, he convinced me to install the V-Kool film in the car - sides, back & front. After being told the installation would take 4 hours, I left the premises under the assumption proper care would be taken as it is the least expected from a brand originating from the RIL stable.
Upon returning at 5.15/5.30 pm - I find the rear view mirror hanging from the glass by a wire and 3 individuals (2 in civilian clothing and 1 in Autozone uniform) struggling to put it back together with a screwdriver. On seeing this sight, I immediately told all concerned to get out of the car so I could examine the situation. While they had managed to somewhat re-attach the base, the housing for the wires was not fitting properly. On examination, the clip of one end was found to be broken and although it would 'fit' on top of the base - it would still not be aligned properly. I instructed the people not to fiddle with the item and leave it on the side.
Mr. Amit Gupta, at this point reassured me that the damage was indeed the installers fault and they would take all measures to ensure it is addressed properly. Audi's workshop in Gurgaon was contacted and we were told their workshop is closed. Amit reassured me that the part would be repaired/changed by the authorized service center the very next day - I accepted his word and when told the process would still take and hour, left the premises and returned at 6.30/6.45 pm.
On my return, I found one of the installers had left the squeege and another item on the front passenger side - it was soaking in some chemical water and left stains on the beige leather seats. Furious at the carelessness, I shouted at the person to properly handle his tools and clean the seats immediately. This was notified to Mr. Shravan K (position unknown) who took up the issue with the staff.
I checked the car from the outside and told the installer where I was seeing problems (bubbles/marks) etc and he proceeded to work on them. I asked for the bill to be raised and proceeded to check the car from the inside. This is when I saw a dent in the wooden console next to the gearshift. This dent was in the shape of a screwdriver head which was used by the 3 individuals while they were struggling to re-attach the rear-view mirror. The Console area was where they were sitting/leaning/shuffling around for a good 10-15 minutes while the re-attachment was going on.
When I showed this to Mr. Gupta, he refused to accept this was caused by his staff - stating quite simply that the damage could have happened before the installation started. I was shocked at this ridiculous claim as the car is barely 3 months old and does not even have a scratch on the outside forget the interior! Whereas during the previous 5 hours, his staff managed to break the rear-view mirror, disgustingly filthied the beige seat and damaged the pristine interiors! This act was nothing besides complete failure to take responsibility for your staff's negligence simply due to the absence of the customer. All other horrors were accepted by your staff as they happened in front of me but since I did not *specifically* show the scratchless interiors. RELIANCE AUTOZONE - your management takes the short-cut and screws over the customer!
My request was simple - We will go to the Audi workshop the next day, as committed and after getting an estimate on the damages caused by Reliance staff, I will release the differential payment. Mr Gupta did not concede to this and asks me to follow him. What happens afterwards is even more appaling, I am escorted to a back-room where a Mr. Anudeep Singh (position unknown) threatens to call the Police if I do not pay the bill! I am the customer who has suffered the damages yet I am being threatened! After 3 hours of their consulting their senior (Mr. Vineet Bhalla) and their denying the dent/scratch was caused by their negligence - I realize these people will not acknowledge their mistake.
I was being expected to ignore the broken mirror, dirty seat & dented console but am supposed to pay the full outstanding amount only then will I be allowed to leave! Is this Customer Service? It is a joke on the customer and a shameful reflection on the business practices of Reliance and V-Kool that their TRAINED STAFF/FRANCHISEES can cause ridiculous damage to a car yet get away with taking responsibility.
At 9.30pm, completely frustrated and tired of the 8 hour ordeal, I ask Mr Gupta to put down a summary of the events of the day. While he categorically mentions the broken mirror, he initially refused to acknowledge the dent but subsequently mentioned the use of a screwdriver by his employees inside the car, the dirty seat was not mentioned as I did not bring it up but hopefully the people concerned will be honest enough to acknowledge this. I was offered a Rs. 5000 discount as a gesture of their goodwill - I did not want any discounts - simply an acknowledgement of their staff's mistakes and responsibile customer service in having said mistakes rectified. These gentlemen did not understand the concept of honesty & RELIABILITY and my bill was processed less the Rs 5000.
Disgustingly, I paid the bill, with the hope that the Senior management of both Reliance and V-Kool can remedy this situation by acknowledging the poor practices here. I failed to re-check the car considering it was 930pm and dark in the basement.
At this point, the front pillars of the windscreen have disgusting chemical/dirt marks on them from the installation, the sun-film is filled with bubbles and there are already scratches on the film - despite not opening windows for over 24 hours. I am very disappointed in the quality of the V-Kool installation - This is not what is expected after spending Rs. 40,000!!!
Can the concerned people at V-Kool (if they are concerned) please get in touch with me regarding how this issue is to be handled?
Can the concerned people at Reliance Autozone confirm that they do not understand the concept of customer care and I will have to get the car repaired on my own?
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I was not interested in any discount, just for the wooden panel and mirror housing to be exchanged/repaired.
Would appreciate if anyone can provide contact details for VKool management, Reliance Autozone management. The manner which they have handled this is sickening and I really want everyone to be aware of what a poorly run business this is - Avoid at all costs!
Thank You. |