Mar 25, 2010 02:26 PM
38424 Views
I have booked Tata Manza Saffire (Silver color) from Goyal Motors, Patiala by paying Rs 50, 000 as booking amount . I was promised a delivery of vehicle in 20-25 days, which comes to March 24, 2010.
Well, the stipulated time period is about to elapse and I am yet to get a call from your dealer (which for me represents company), and that when they have taken Rs 50, 000 from me.
Nonetheless, I called up Salesman (Robin) to confirm the delivery of the vehicle but to my amazement, he was clueless about the delivery date. I called him 3-4 times and every time he told that he has to confirm it from his senior. In my fourth call, I urged him strongly to inform me about delivery date. Then he put me to some team leader (Sandeep Puri). He was equally clueless and gave me some excuses of non-availability of car on said delivery date. Then I requested him for delivery date but he said that he will call me in exactly one hour to give me a confirmation. No call.
After making five calls and spending almost 30 minutes on phone, with their salesman, I was unable to get a delivery date for my vehicle. I am sure, dealer must have hired these smart salesmen after a lot of scrutiny and these capable and chosen few were unable to answer my simple query. I just wanted to know the delivery date for my vehicle.
After couple of days, I did get response from salesmen in Tata Motors and he assured me that I will get my desired car in my desired color on March 25. Then on the morning of March 25, Salesman again called that he cannot give me a car in Silver car. Only car that is available is in White color, you want to take it or leave it. Your choice. He passed on the phone to his superior, Mr Bhupinder Singh (apparently brand manager), who also arrogantly told me that we cannot do much and this is the only car available and you can take it or leave it.
Contacting Tata Customer Service is another obstacle race. There are fancy customer care pages all over their website but you cannot actually find any email id wherein you can lodge your complaint. They do have give call centre number which I tried. A polite person gave me number of Regional Manager (Karun Grover). I called him and he transferred my call someone who further gave the phone to one his colleague (Shivangi). She promised me to give some solution to this problem in couple of hours. She did call me as promised but with no solution. She gave me list of reasons and list of problems why it cannot be done. She wanted to sell me some other color but why would I settle for another color.
Such pathetic service from a brand which makes India proud in designing Nano. I think Tata Motors feel that Indian common man will be happy to get cars at cheap prices and customer service can be compromised. But I think this is not ture times are changing. Product development can be copied easily but good customer service can go a long way in making brand indespensable. I think I just made biggest mistake of life by booking car with Tata Motors.
I am not sure, I am unlucky or it is part of Tata Motors DNA.
