Quote:
Originally Posted by anupmathur Akshay, let me clarify.
What I said has less to do with specific problems (which is a matter that can be discussed ad nauseum) and more to do with the attitude of our desi manufacturers.
The way our countrymen treat us is not the way I want to be treated! Sad to say that other makers treat you a lot better.
You need artifices like 'setting' with a specific person at a specific workshop to get anything akin to decent service that ought to be a right of yours!
Sorry, I hold my opinion. |
Quote:
Originally Posted by hvkumar Want to experience how incompetent Mahindra & Mahindra is - go visit Sutaria Auto in Belgaum - lessons on how not to run a car company...
....
One of the best cars one can own is my Scorpio - but I wish like mobile number portability, I could switch over to another operator - not M&M!!! If I had a choice, I would buy my Scorpio all over again - nothing else will do! The biggest myth that was bust during this episode was of Anand Mahindra personally acting upon Twitter messages is all hog wash. We never got any response from his office, that removes one of the criteria that I have quoted often as a strong reason to buy a M&M (i.e. the serious engagement of top management with customers' problems). |
Quote:
Originally Posted by anupmathur ...
It is becoming a struggle to get to the workshop floor at Sri Durga, Delhi. They invoke 'security'! Just a lame excuse to prevent the customer from seeing incompetents at work? Though I would say that they do have some sharp mechanics, but you should know the ones, else God save your car! |
Quote:
Originally Posted by hvkumar The sheer arrogance of M&M ASC folks is indescribable. They treat customers either like paid-drivers (chauffeurs) or as idiotic-owners. It is just a cloak to hid either incompetence and ineptness in organising work on the workshop floor and tardiness in completing even the simplest of tasks. The longer they keep the car inside - that is their motto, it seems. |
Quote:
Originally Posted by anupmathur If they haven't woken up in three decades they are obviously in a prolonged coma! They'll get wiped out like Hindustan Motors (Ambassador) and most others in the manufacturing sector in our great nation.
It takes a foreigner to understand what the Indian customer desires!  |
And I made the mistake of taking my car to Sri Durga for my scheduled 3rd service.
Here is my ordeal.
Dealer : Sri Durga, Mayapuri.
Date: 11-Oct-2014
Took an appointment for 11-Oct, 9 am, 2 days in advance.
Lost my way a little and tried calling their landline. No response till 9:12.
Anyway looked around myself and found it. Was in the gates by 9:15.
What a sight greets me - A single service advisor making job cards! He nonchalantly informs me to wait as there are 4 vehicles already in the queue. Staff starts coming in slowly but no one bothers to start making job cards to get things moving. Mine was finally opened at 10:10. >50 mins after the appointment time. Score guys! I was expressed my displeasure to the lady at the front desk, but nothing much she could do - except going back to giving appointments over the phone.
They need to add a disclaimer to this sign - "only for customers - extended waiting!, our staff still works only 10 to 5pm."
Oh and they don't do 5-wheel rotation as instructed in the owner's manual but just 4-wheel rotation. I requested them to follow the procedure as laid out in the manual for me. They obliged.
Met a fellow bhpian there and we got talking and somehow I managed to hang around till 11, at which point I left for some work in the nearby market. I returned around 12:30pm.
At 1:15pm, I ask for a status from a different lady at the front desk, only to be told with a stern face - it's lunch time, "ask" after 1:30pm. Trying to keep calm, I go back to waiting.
At 1:30pm, the service advisor walks me through the floor to the car which is up on a lift - all wheels removed - apparently balanced. He informs me, now alignment and washing are pending. I look at my watch and optimistically hope to be back at home by 3pm to join the festivities at home (was Karwa Chauth that day).
At 2:30pm, I again look for the service advisor to get an update. A peek into the workshop reveals the car is still up on the lift. I request him yet again to speed things up.
At 3:30pm, --same as above--
At 4:00pm, me and another gentleman there have ran out of patience and decide to speak to the service manager. A very well behaved and professional gentleman that he was, he immediately took the job card details and asked for specifics about what was holding the cars.
I don't know if his intervention helped or not. Finally, got to see my vehicle out of the workshop only around 5pm.
Wait, it ain't over yet.
Shoddy washing -

I could remove this with just my fingers, wonder why their 'pressure washer' wasn't able to. Maybe it was on a break too like the majority of their workforce.
Can't even fit wheelcaps properly!!
This mirror was almost snatched off - had to direct the person on how to fix it back. Still wondering how/why they fiddled with it.
And then - inspite of being a free service, a labour charge added to my final bill. Point it out to the SA, who runs back in to get the correction done. And does not emerge until I send the guard, who prevents me from entering the premises, to fetch him back.
At this point, I have been here for 9 hours, without lunch, surviving on 1 cup of coffee since morning, chasing the SA every hour to get updates and finally once the vehicle is delivered, pointing out the deficiencies in the job done. I mean what's the freaking point of taking a car to an authorized place if we have to put up with such an experience.
The service manager, during our talk with him, explained that this generally does not happen and they are a little short on manpower today - hence the delay. I don't know what to say to this.

For starters, tell the lady happily doling out appointments from your front desk to go slow and give out limited appointments.
Did fill out a feedback form and asked the service manager too, if it was just a namesake - to which he responded it isn't and that I will soon here from *someone* from *somewhere*. After reading HVK's experience, when even the topman doesn't bother, why will the others!
Sharing it here for the benefit of fellow members, so that they don't waste their precious day for a petty thing like a scheduled service. Ya, blame Maruti and Toyota in the family to make the schedule service look like petty affairs.
Anyway, please brace yourself for a nightmarish experience if you want to get your vehicle serviced at
Sri Durga Auto, Mayapuri.