Jun 13, 2009 07:08 PM
13189 Views
(Updated Jul 16, 2009 12:21 PM)
This review is about Maruti Authorised Service Station Le Mans Motors, SM Road, Jalahalli. Since there is no page for this showroom, I am putting it under RNS motors. Incidentally, RNS is some kind of a mother centre to Le Mans. I have had bad service with both Le Mans and RNS and so this seemed to be the best place to post my review.
Background : I had purchased my 800 from RNS and things were fine for the first few services. Later on things gradually started to worsen. After service completion, the Maruti executive usually requests a feedback. The executives started whining to 'give a good feedback, otherwise they dont get pay'. Under such situation, one has to give a good feedback. Later on, they stopped taking the feedback and even stopped explaining what was done while handing over the car. So, I stopped using RNS's services and moved to Le Mans Motors, which is closer to my house.
Problem :After travelling a long distance on a rainy day, I observed smoke coming out of the hood and saw that it was coming from the coolant, which was boiling and had almost evaporated. Since my annual service was due, I left the vehicle at Le Mans. After service was over, the executive said the problem was fixed and presented a fat bill. He did not explain what the problem was and my mistake was, as I was in a hurry, I did not ask him for details.
Problem repeats :Took the car out next day again on a rainy day and same problem, coolant boiling, engine heated. Somehow managed to reach home and took the car back to Le Mans next day. The executive and his boss quarreled among themselves and finally reported that the problem was that rats had cut some of the wires. They took their own sweet time (2 hours) to fix the wires and presented a bill for Rs.85/-. I argued that they had no right to present a bill, when it was their fault that they didn't do the work right first time. Their logic was - rats ate all the wires after I took the vehicle back But if that was the case then, why did the problem occur first time? I paid the bill under protest and left a nasty feedback.
Follow-up :Even after giving a nasty feedback, no one from Le Mans bothered to contact or take action. The issue is not about Rs.85/-, it is about deficient service. It is clear they didn't do anything called service, they just washed the car, replaced oil, coolant and presented a fat bill. The worst part is that they are not bothered to respond to customer complaints and this is an ISO 9001 certified centre.
But I am not going to leave them so easily, I will escalate the issue till they admit that their service was deficient. It's been 15 days since this incident occurred, but I hadn't written a review as I thought they would take action, but since they haven't taken any action, I am writing this here.
Latest status :15 days after sending the letter, Le Mans finally got down to action. Their executive came to my house and apologised for the poor service, did a free check up of the problem and promised to adjust the amount next time (to convince me to come back again). And of course, there was a little bit of emotional blackmail - saying that if you don't close the complaint, I won't get an increment and my career is affected, etc.
Moral of the story : Writing a complaint letter does ensure a response.
