May 19, 2009 02:47 PM
11114 Views
CUSTOMER GRIEVANCE
Forwarded message
From: Deepak Wadhawan
Date: Mon, May 18, 2009 at 10:19 AM
Subject: Attention: Mr.Dimple Mehta (GM)
To: cr@hmil.net
Dear Sir,
This has reference to my trailed mail mentioned below. I am your customer, I had purchased Hyundai Santro XL Model on 21.05.06 from M/s. DELHI DEALER and this vehicle is being regularly serviced by the same dealer New Delhi. I am also following all the required all rules and regulations for driving as per Hyundai Manual.
This refers to my complaint registered with Hyundai Motors India Limited on 11/5/09 vide ref no. 1-20433676 regarding a crack developed in the steering Wheel. On 15th I had received a call from Motors asking about the service and was told that they have arranged a steering wheel and was called on Sunday for replacement on FOC basis. Yesterday, when I visited them I was told that FOC replacement has been declined by HMIL. I was told on face that HMIL has declined to change the faulty part. I then after my insisting connected to Mr.Saurabh Bali (Area Manger-Spares &Service)- 9999677868. He categorically told that someone might have stood on the steering wheel/ tried to bend the wheel which were totally illogical & vague answer. Is this the kind of treatment a customer should get? No body has even bothered to inspect the Steering Wheel to analyse whether this fault is from heat/joint getting opened up/material problem, etc., I was even willing to bring the vehicle to HMIL HQ for analysis and resolution. If as a customer we have trusted and are loyal to a brand, doesnt this apply same to the brand itself.
Till date No one directly from HMIL has interacted on their own, I am the one who is calling again and again for the follow up and resolution. I had also called previously on 011-41678800 on 6th of May to register a complaint with the customer care. I had given all the required details and I was told that HMIL will revert shortly in a day or two. On 11th when I had again called to inquire about the status I was told that there is no complaint against my Registration number. Then I again lodged the complaint with a reference no. I had told the same to Mr.Ahmed who told that he will enquire but did not even bother to revert.
I am a repeat customer of Hyundai. We also own another Hyundai Santro XO Model again purchased from Dealer. If a MNC Auto giant is treating their loyal/valued customers like this, I am sorry pls do not expect any referral sales. We are about to purchase a third vehicle, we were looking to buy I20 Model. But after all this I believe we will prefer to switch to other manufacturer for better Customer Experience.
I want an immediate resolution to be provided to a loyal customer.
Yours Sincerely,
Deepak Wadhawan
