Learn to manage customers and bookings. Review on Renault Duster

I booked Duster from Whitefield Renault Bangalore on 14-Jul-2012 and it was told that it would take 12 weeks for the delivery. I tried reaching the customer care for Renault. I always get a standard response “We regret the inconvenience caused to you” and there is no real effort done to address the issue. On top of that they were not ready to share the ticket number, which was raised for No proper updates. At last I got the ticket number, for which I had to call them at least 4 times to get the number. They shared the ticket number and they are not in a position to tell that when I will get my allotment date. I spoke to one of the person(who is supposed to be a sales Manager in Whitefield Renault) who told since the booking is for a base variant and grey color, delay might be because of this. Today(2-Oct-12) I got a call from Renault to update me that my vehicle will be delivered in Feb 13.

They made an annoucement of revised prices(Increased prices from 30k to 40k on Petrol and Diesel variat respectively).

Here are my thoughts based all this mess created by Renault by launching Duster, 1. If pre-sales are handled this way, God knows how after sales/service will be offered to customer. 2. If they cannot deliver base variant with grey color, they should have a disclaimer mentioned that there will be special time taken to deliver the base variant. 3. I get a feeling that Renault had absolutely no planning on how will it deliver its bookings. 4. Their customer support requires another customer support to help them, how to manage the situation. 5. Clearly, lack of planning and they are taking customers for a ride, not on duster but with a messy system. 6. If I opt to retain my booking, it will be 7 months for the base variant(if they deliver). I am not sure how they are handling the bookings made for other variants, especially for booking made before Sep 12 because old price is applicable for these bookings.