Apr 12, 2012 05:06 PM
8608 Views
Complaint:
I took my Swift VXI for standard service on 11th April at approx 10 AM. First on arriving, there were no other customers/cars waiting in queue, however, I was still made to wait for over half hour before a Service Advisor attending. There were 3 handoffs before between different Service Advisors who appeared completely clueless before SA Mr Naresh finally attended and noted the service issues.
On completion of Service, I was duly informed by SA Mr Naresh and asked to pick up the vehicle the following morning. When I arrived and handed the job slip to the lady at the reception. I was made to wait for over 1 hour until finally my car was handed over and this was with several reminders to the lady to complete this. The behavior of the staff were completely unprofessional with no consideration of customers time on a weekday morning!
I was also handed a job slip by the lady for payment with a much exaggerated amount than what was initially agreed by the SA during handover of vehicle. However, I paid the amount in good faith. No Advisor was available to explain the work that was done or why the cost was increased - no reasoning given, simply informed by the lady that the car was now parked outside and I needed to take it and go!
Apart from standard servicing, the jobs instructed and recorded in the job slip also included front bumper fitting and touch-ups for minor scratches. The bumper fitting was a very poor job and the mechanic has damaged the bumper completely with additional holes and now needs to be replaced! Also, despite recording in the Job slip and the SA verbally confirming that the minor touch-ups will be done complimentary, NO PAINT TOUCH UP WORK HAS BEEN DONE! This complaint can be construed as cheating.
Neither does the car appear to have been cleaned in the service with garbage dumped inside the car and was handed over back to me in this condition.
Other General Complaints with GEM Motors
The Workshops location is very out of the way in the middle of nowhere and even though they promise to pick up the car for service - every time I have called for a pick-up in the last 2 years(at least 4 instances), they have had some excuse saying that they cant do pickups that day since they have a lot of vehicles.
Staff at the workshop seem to lack proper training in both customer engagement and orientation and appear to be completely disinterested in the customers problem.
