Feb 10, 2015 06:25 PM
14747 Views
(Updated Mar 09, 2015 01:48 PM)
I have a Swift and after I shifted to Yelahanka, Bangalore north, I am a loyal customer of Bimal from year 2010.
They have a huge hi-tech looking setup on BIAL road in Yelahanka. They have grown like anything in last 3-4 years of their existence in Yelahanka. So far my experience was OK sort of with them. Reason - some of their earlier manager have made good rapport with me.
I gave my car for servicing in the last week of January 2015. The person came to my home and picked up the vehicle. Later I got a call and was given an estimate of INR5500 for the entire servicing and changing of few parts. My window rolling switch(only 1) went kaput and I was given a quote of INT700 for the same.
I went for a meeting to a far off place after handing over the vehicle. Later in the afternoon I got a call that my vehicle would be ready by early evening and estimated bill amount would be INR9700 plus taxes. I was shocked and I returned back from meeting and went to Bimal. I asked for the item numbers, the prices have changed drastically on many items.
Shocked, I asked them to take print of previous servicing which was done by them only some 3000 KM ago. I was surprised to know that they have ignored the job done in previous servicing and repeated what was done merely 3000KM ago and which was not required for another 25000KM Below are some highlights
The switch which was quoted to me as INR700 had become INR1600
They changed the spark plugs, which were changed in previous servicing and need no replacement for at least 50k KM
They replaced brake pads - which were again replaced 3000KM ago by them only.
They replaced brake oil, which needed no replacement
Replaced all fluids - again not required except engine oil
Pumped nitrogen in tires
Changed AC Filter, which was replaced merely 3000KM ago
Out of the estimated INR9700, a whopping INR4500 was for labour charges
I immediately pulled up works manager, and the person in charge of my vehicle. Both didn't had any explanation as I was carrying the print out of service history and matching point by point with their latest estimate. Finally they agreed to reverse all UN-necessary line items from the estimate. I managed to bring down the bill to INR5700
Looks like there is no procedure check, no standards maintained at Bimal Auto. They were good few years ago when they were small. With their growth they have hired a lot which wither believes in UN-ethical practice or too lazy to go by books(servicing procedures).
Its high time for Bimal. Look at the negative reviews floating all around. They must improve or they will perish. The vehicle was delivered to me late night in spite of promised early evening delivery. I never got any follow up call, which is a usual practice from Yelahanka Center. 1 week later I got a call from their head office. This was a general call to check vehicle condition after service. I narrated all their misdeeds. I was promised that my issue will be escalated to higher ups and I will be getting a call in next couple of days. Its been two weeks and they have dumped this issue somewhere for sure.
But with this attitude, they have certainly lost a loyal customer and will loose many more if they don't improve.
Price/Cost:
They are expensive, the charges are premium for everything they do.
Expertise of technician:
They have some good technicians. But not all are good. The person who took charge of my vehicle, doesn't even considered past vehicle history and jumped the guns with respect to changing parts and consumables
Follow up:
So far I had good experience, however this time none from Bimal Yelahanka called me up for feedback
Quality of service:
This time, I repeat this time they did a very poor job. Pathetic to sum up in one word. the idle RPM they had set was 2000
The vehicle is not good at all, it vibrates while taking start on gear 1. I had reported it to the person who called up from Sarjapur road head office for feedback, He had promised to delegate someone and get this done. Its been 3 weeks now, no update.
Where they need to improve:
Its straightforward, respect customer
Follow procedures, this will save unnecessary bucks for customer and embarrassment to the works manager.
Take feedback from customers seriously. Customer feedback is the best reflection of your service. It is first hand and honest.
Integrate feedback into your service procedures. This will certainly help Bimal to gain a good market share.
All the best to Bimal.
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Update 9th March 2015
Received two call is last two weeks. Both the callers claimed that they are calling from Whitefield head office and inquired if someone from Bimal Yelahanka contacted me with regards to problems I am facing in my vehicle. They inquired about the issue also, to which I sincerely explained everything that happened.
I was assured that someone will call me back within 5 minutes of the call to address my grievances.
Guess what? Nothing happened, not a single call came:)
Please grow up Bimal and owe up the problems that your technicians have created.
