I have retweeted (handle - pradopk007).
If you ask me, its more about the people than the company!
Example 1 - A fried of mine was frustrated to the core in getting a rattling sound rectified from the rear left door.
Example 2 - I owned the Estilo for 6+ years, and good 67k kms across Hyderabad, Pune and Chennai.
Worst experience was with Maruti Service Masters (MSM), Chennai. Completely owned by Maruti, there are just 2 such service centres - one each in Chennai and Delhi.
I had given the car for 50k service and was generous enough to okay the nitty gritty items in addition to all recommended activities. Still out of the greed, the SA called me after few hours that the battery is dead and needs replacement.
Now the kind of a guy I am (all manners / humbleness sidelined if you try to take me for a ride) - gave it back right on his face over the same call. Told him that
1. I haven't mentioned any complain about battery in the job card, did I?
2. car was driven on its own to the service center, isnt it?
3. regular electricals checkup (light, horn, indicators etc) was done while preparing the job card - car's engine was not running then, so this test was done on battery's power!
4. SA himself cranked the car while going for the test drive with me.
5. This call is being recorded, and I am straightaway going to email this audio clip to Maruti Customer Care for "Training Purposes"
And he should feel free replacing the current battery with a new one. Just that MSM needs to bear the cost of new battery on account of 5 points I have mentioned, and I disconnected the call.
Got a call in evening that Car is ready. No mention of battery, and here I go in my car - well serviced and all issues resolved.
Example 3 - My 2011 Honda City V-MT went for 40k service (
which includes brake pads change) to Dakshin Honda, Hosur Road, Bangalore. Got a call in evening that the car is ready. Test drove it, and found that brakes are almost zero
and somehow avoided hitting the CR-V ahead by using hand breaks!
As I was very much on the drive way, I parked the care right there in middle of the drive way and called SA along with Technician. As expected and I was ready for it, I was given the crap that "it was like this only" when I gave the car for service.
In rudest way possible(again - dont expect any respect or manner from me if you are taking me for a ride), I asked for explanation of:
1. how did I drive to service center with failed brakes?
2. how they could not identify during pre-post test drive?
3. Even if I was not aware of brakes failed, would they hand me over the car in such dangerous state? How should I be convinced that the wheel bolts are tight enough, or break fluid would not leak after they replaced the pads?
4. I showed them toll receipts of my BLR-Salem-BLR drive previous weekend, and using the timestamps on toll receipts I proved that I maintained more than 65kmph average speed through the 200+kms journey, without a break?
I was given the silly explanation that break vacuum system broke down, and needs replacement (6k bill).
I challenged both of them to explain the working of the Vacuum cylinder + Brake booster functionality using pen & paper.
Of-course they tried to bluff, and I did not listen a word. Asked them to connect me to the GM there.
Once I met him, long story short, the car was handed over to me next day, with perfectly working brakes, and I could feel the bite of new brake pads/shoes too!
Moral - things are good only till people are honest. Reputation of company comes only second.
Please make as much noise as possible - over emails, social media etc till it reaches Senior Management. In corner cases like this, getting heard amidst the crowd of millions is the biggest challenge. Once you get heard by Sr. Management, you stand a chance of fair treatment and then comes the Maruti/Honda/Skoda/VW factor! My personal opinion though!