Aug 19, 2015 06:07 PM
46006 Views
Dear CEO/Board of Directors/ Officers/Customer Support/Investors, Regarding My vehicle bearing Registration Number: TN-30-BC-5791 I'm Karthik Manohar(working in Cognizant Tech Solution), S/o Manohar.R(Vehicle Registered Customer and working in Steel Authority India Ltd).
I bought Maruti Suzuki Swift VXI(it was my 5 year dream car) on June 12th 2015 from S.K cars, Salem, Tamil Nadu. Prior to Swift I have used Hyundai Santro 4 years.
Then I saw the dream to upgrade to Maruti Sukuzi swift because of its comfortable and style and new Reborn . My Parents were not very much convinced about Maruti Suzuki but I have tried my best and finally convinced them for swift. I drove the vehicle around 2500 kms only.
On July 23rd 2015 while returning from Office to Home with my colleagues My newly bought and 40 days old vehicle got break down in middle of 3 lane road in Chennai at 10.15 Pm and it was heavily raining on that day, I was driving my vehicle just 10 Kmph due to rain and heavy traffic. I called upon Maruti road side assistance to inspect the vehicle.
They came and inspected vehicle around 11.00 P.M and said oil sump is broken and engine got seized. Right now we can’t doing nothing other than towing the vehicle to service Centre, So I tow my just 40 days old vehicle my dream car to service Centre, AIE cars Chennai.
Next day I went to AIE cars taking LOP(July 24th 2015) to service center, Workshop Manager informed me that Oil Sump has been broken and all engine oil got discharge and due to that engine got seized. Workshop Manager Mr. Sudhakar AIE cars said me that due to external damage to sump and It won’t be taken care by Maruti Suzuki, it should be covered by the Insurance. So I registered a complaint to the insurance company(The Oriental Insurance co Ltd, ) regarding my engine failure.
Then Third party surveyor(Mr. Sathish) for Oriental insurance called me regarding my issue and he said that he will come to AIE cars in-person to inspect the problem. On July 25th 2015 around 11 AM he came to service center and by viewing the engine immediately he said that sump got broken on all side, It should be a manufacture issue, then he asked Workshop Manager(Mr. Sudhakar), how can you ask customer to claim a insurance without examine from your end against Insurance. Immediately Mr. Sudhakar escalated my issue with Maruti Suzuki and asked TSM to inspected on my case.
On July 28th 2015 TMS Mr. Mithun Chennai came to inspect my vehicle. After that they called upon insurance person and dismantled my engine without my knowledge. Even before on Sunday in informed Mr.Sudhakar not to do any work without my presence, even though he did and I informed him to keep me in loop of all mail communication and even he did not do that .
Since one week there was no communication to me regarding my vehicle and then I personally went to AIE cars(Aug 1st 2015) regarding the issue, Mr.Sudhakar Informed me that today Mr. Mithun TMS Maruti Suzuki will update on same. But I did not get any update till 7.45 pm on same day, So I called Mr. Mithun to know what is the current status of the issue.
Then He said water has entered into engine due to that connecting rod broken and damaged all side of sump and oil got discharged and engine got seized that to 70% is only confirmed and still we are doing R & D on your case so we will say the complete thing on Monday(i.e Aug 3rd 2015). But I did not get any call from Mr. Mithun or Workshop Manager Mr. Sudhakar till Tuesday(Aug 4th 2015). Then Mr. Kumaraguru(TMS Maruti Suzuki) came in to picture since Mr. Mithun was not responding our call.
Next day he(Mr.Guru) respond to surveyor mail stating that due to water enter inside the engine and engine got failure, so it won’t cover under Manufacture Warranty and it has to be claimed from Insurance and insurance surveyor person forward me that mail .
Maruti Suzuki TSM simply stated that it’s a hydrostatic lock so insurance has to give claim to customer. Immediately Mr. Sathish called me and explained me that the written statement given by you(Karthik Manohar) state that there is no opposite vehicle came and it was heavily raining and I was in middle of 3 lane. So the water was not slashed from other vehicle and it won’t cover under insurance and More over its an manufacture defect which has to be replaced by the company.
Then we(my colleague CTS) had a chat with TMS(Maruti) and GM and Workshop Manager AIE cars and they again explained the same story and Start taking class on hydro static Automobile to customer(Karthik Manohar).
I said I had already invested Rs 6.30 Lakhs on my dream company and dream car(Swift) and the mistake was not mine I cant bear any money from my pocket, but They forced me to accept the cost from my pocket and take the vehicle. We have to change half engine due to the failure and it cost around 44 K petrol engine and labor and other service charges around 4K. They forced me to pay this whole amount and repair the vehicle and take it from their place. I was not accepting that and I told them that I need to meet the hierarchy supervisor of Mr. Mithun And Mr. Kumaraguru i.e. RSM Mr. Kiran Shardul.
Here come Mr. Kiran Shardul RSM into picture and we went to Regional office at Nungampakkam in Chennai to meet him. He started well with very smooth intro and we also introduce our self to him. Again as discussed with his team Mate he started again lecture(Hydro Static lock) to customer(Karthik Manohar) and It was not a Manufacture issue we can’t bear for this .
Then we kept a request to him as a good representative of Maruti Suzuki to get replace engine from Company warranty since its 40 days old vehicle. He started show his face saying that we had discussed this issue with our supervisor and Maruti Suzuki is not going to help you in this. Again we politely submitted our request again to him. But same answer from him for past 1 hour and then we said we already invest 6.30 lakhs on trusting Maruti Suzuki and again half a lakh to invest on my issue I can’t bear that much, kindly speak with Maruti Suzuki to help US and same answer came from him rudely.
He told that I am the head(Mr. Kiran Shardul) here so he has to take step on my case which he won’t do. He was saying same thing many time to us(customer). Then we asked how come water enter inside engine without manufacture defect and he didn’t answer our question even though we raised this many time. No one from Maruti Suzuki said about how water enter inside engine?
Very disappointed with RSM reply infornt of my colleagues. Point is not than problem is getting sorted and staff is very gentle and polite in handling the customer. The message I am trying to give is as below Is Maruti's Quality check working in place as whenever Maruti has done something new there are issue. Since System was new the same is not thoroughly quality checked.
Cost cutting in parts should not be at the cost of quality of parts - Customer faces botheration each time there is quality issue any of the art. If customer can pay Rs 6.30 lacs for the swift, he can pay Rs 7 or say Rs 7.5 lacs as well but the quality of parts should not be sacrificed, else how Maruti will left it Brand Image. When I faced the issue for the first time then came to my mind is Maruti will remain Maruti - Now how confidently I am able to confirm my viewpoint about the swift to my friends who currently or in future wants to buy the same is?
Whenever any problem comes in swift, can we improve upon the problem detection mechanism so that fault finding is quick so that Hit and Trial towards other parts not done. In today’s time one can buy the Vehicle with all features loaded in Rs 6-8 lacs range. Customers spends money beyond than only to fulfill his desires / dreams. Customer will not dream of facing issues after spending so much within period of 40 days.
I was mentally stressed and dispersed on this issue and still it’s not sorted out. My parent and colleague and relative are criticizing me on the trust which I kept on Maruti and swift. And Now that trust I kept on Maruti Swift(my 5 yr dream) turned into Wrong, disappointed.Hope my message reaches to you in person and you take corrective action on your Business Strategies.
