Allow me to point out few of my observations about your service. Myself, a Maruti Suzuki ritz owner and I owned a maruti 800 (kl02r4084), which happened to be my first vehicle, and later I also owned an Alto (kl 2 ab 9664). I was very happy with the prompt and valuable services from your end, in particular that of Mr. Sajeev. Unfortunately, for the customers, he got promoted, which I fell personal of such caliber thoroughly deserve, and he got placed to some other branch.
Let me just brief the experience that I had recently. My vehicle was facing some rattling from doors, of which I reported during my third service and I have gone to sarathy regarding this issue for about 6 to 7 times. Unfortunately I couldn't get it corrected even after so many visits. Finally they agreed to correct it if I hand the vehicle over to them for a whole day . I was not able to until today, for I was on leave due to strong back pain and I decided to hand over the vehicle for rattling correction. I informed for pickup and the person came to pick my car. I handed over the key and the documents to him, he checked my car for dents and scratches of which I too took a note of.
He delivered the vehicle back to me once it was ready and left after having me signed in 4 places in a document. Within hours I noted that there is a dent in the lower side of front right door. I informed Mr Rafi( SA) regarding the same and promised to bring vehicle to their location without any delay.
I reached their service center and explained things to them. As expected they said there was a dent in the vehicle from the morning itself. SA mr binoy also supported the cause and I was convinced that that there might have been a mistake from my side. I never questioned their honesty. I supposed I might have Failed to notice the dent in the morning. I just asked mr rafi to call the person who took my vehicle and asked whether he noted and pointed out that dent @ the time he took the vehicle from me. Well his answer was NO. I asked mr rafi why didn’t they inform me, when they came across a new dent in the car that was not noted down when the car was taken from me. I clearly said I am not here to argue and win,I am not questioning their honesty. I just asked them, why didn’t they informed me of the dent that they happened to find out later. Mean while they asked me to hand over Job capture sheet for scanning ( carbon copy which is with them is not clear). I gave it for scaning. Suddenly a new guy Named Vinod Lal came and enquired about the issues. Kindly note that till that time we were in a friendly mood. Never raised voices at each other or never showed any improper geatures. Just requests and answers on the matter as it was supposed to be. Not even a command from my end.
Vinod lal asked me to hand over the job capture sheet of which I asked why? he said it is their procedure to keep the job capture sheet @ the time of delivery.
I explained to him that I am not new to MASS and I can show him all the job card sheets of my vehicle, that I had previously received. I questioned him, how come a new rule popped out within few hours. I told him that I will, only if a written agreement be made between both parties. ( b’cuz I sensed some thing fishy from their side).
Thereafter these were some of the conversations that happened:
Vinod lal: who gave u this card.
Me : Well this card is kept by customer normally .
Vinod lal: where is that rule written down
Me: well I hope u might be able to show me the rule that u speak of, written down somewhere
He : It our normal procedure
Me: if that’s so how come I have all the job of my vehicle
Vinod lal started to demand for the job card sheet by raising his voice ( I felt like getting harassed in front of a group of persons). From his gestures I felt that he was gonna take it forcefully from me , so I Simply put it in my pocket and challenged him what he gonna do, if I don’t hand him the job card sheet
He shouted that that he wouldn’t mind if a ritz just lay there in some corner of his premise(he meant he wouldn’t let me take my own vehicle from his premises) ( exact sentence was “garage nu munnil oru vandi kidakkunnathu kondu njngalkk prathekich virodham illlaa. Venam enkil job card thannittu vandiyumayi pokam)
I told him that if he thinks he is above all the rules, he may proceed with his doings.( well I think he believes himself to be, I don’t know, may be some king of Judiciary person who could control me)
Suddenly, he changed dramatchandru021y and started to shout at his subordinates in front of me. I must say, his body language was very bad. He kept on shouting at others and asked them to cut 50% salary of mr anu, who picked my vehicle. Situations had changed dramatchandru021y and I felt as if he might be on to some criminal intentions. My health was not good to have a fight with him. I was not in a position to reciprocate in equal manner
