Jun 19, 2012 11:48 AM
13754 Views
After experiencing with Hyundai and Ford cars for 12 years , I turned to Maruti Suzuki for a hassle free long term ownership of car. Attracted to its interiors and list of features, bought a Wagon R VXI petrol on 16 June12 at 5 pm. To my dismay, on the same day after 4 hours of delivery of the new car, I was shocked to notice the annoying noise from the engine bay, that was not audible when windows rolled up and audio on. After complaining overnight, On-road assistance from Maruti Suzuki attended next day early morning. After trying to fix the problem by removing and refitting the Front Left wheel !!!, he narrowed down to AC compressor after me pointing out that the noise is from engine bay.
After couple of rides and talking to Service - Assistant General Manager, he simply told me to bring the vehicle to the workshop to replace the AC Compressor that is making the horrible metal creaking noise. My concern on how this can happen to a NEW CAR that is done just 60 Kms (36 KMs done at the time of delivery itself) , just yielded an apology from tip of tongues.
Until this date 19 June, I have talked to more than 15 persons from the Dealer and Maruti Suzuki Offices including Customer Care and has no response on my request to replace the car instead just replacing AC Compressor unit. God knows what else missed to be quality checked before delivering this car to me.
The height of negligence and how customers are treated when in trouble was - the Customer Care Executive refused to take my complaint and said he will record it only as a 'feedback' . Metal Creak Noise from Engine bay in a new car - is just a feedback. Is Maruti, after 25 years exploring to make a car and am I doing a pilot run at cost of 4+ Lakhs? I had to spend nearly 30 mins and persuaded him to register a complaint and obtained a Complaint Number.
Maruti Suzuki website reads as:
"Customer delight has been driving our core business. As we aim to grow larger with higher objectives, we realize the key factor is customer delight. We have been developing products in line with customer expectations and changes in lifestyle. We are happy to say that over the last 25 years, we have been listening to the customer and changing with the needs, which is the key driver for growth " Hats Off to Maruti Suzuki's way of Customer Delight.
