To, The Director, Chairman & Ceo, Mr. Kenichi Ayukawa Managing Director & CEO Sh. Pankaj Narulla, Sh. Sy Siddqui, Mr. R. C. Bhargava Mr. Toshiaki Hasuike Joint Managing Director Mr. Osamu Suzuki Director Mr. Amal Ganguli Independent Director Mr. D. S. Brar Independent Director Mr. Toshihiro Suzuki Director Mr. Kazuhiko Ayabe Director & Managing Executive Officer (Supply Chain) Mr. Masayuki Kamiya Director (Production) Mr. Kinji Saito Director Ms. Pallavi Shroff Independent Director Mr. R.P. Singh Independent Director Rajiv Gandhi Executive Director - Production Partho Banerjee Vice President - Dealer Development and Used Car Sale Business IIT-Kanpur 89 Tarun Garg Vice President - Sales IIM-Lucknow 94 Dr. Tapan Sahoo Vice President - R&D, Electrical & Electronics Systems Sambalpur University 91 SG Mani Chief General Manager – Plant Operations PACR Polytechnic, Rajapalayam 87 Mr. Puneet Dhawan Corporate Communications, Maruti Suzuki India Limited, 1, Nelson Mandela Road, Vasant Kunj, New Delhi - 110070 L&T Chamber, 4th floor, 16th Camac Street, Kolkata - 700 017 th Floor, Rohini Complex, Opposite Hotel Apsara, Circular Road, Lalpur, Ranchi. 403, Orion Towers, Christan Basti, Guwahati SCO-39-40, Sector 8-C, Madhya Marg, Chandigarh – 160018 3rd Floor, Commerce House, 7 Race Course Road, Indore – 452001 602, Madhava Building, Bandra Kurla Complex, Bandra (East), Mumbai – 400051 7th Floor, North Block, Sacred World, Wanowarie, Pune- 411040 211, Iskon Mall, Above Star India Bazaar, Satellite Road, Ahmedabad- 380015 Mahavir Chambers, Door No. 3-6-363 & 3-6-1/1 Chamber Bearing No. 101 & 102, 1st Floor, Liberty Square Stanza, Himayatnagar, Hyderabad- 500029 2nd floor, Tutus Tower, NH-47 Byepass Padivattom, Cochin – 682024 202, 2nd Floor, Embassy Classic Vittal Mallya Road, Bangalore – 560001 B-1, Pick Up Bhawan (Ground Floor), Vibhuti Khand, Gomti Nagar, Lucknow – 226010 7th Floor, Pooja Towers 3, Gopalpura Byepass, Tonk Road, Jaipur – 302018 7th Floor, Capital Towers, 180, Kodambakkam High Road, Nungambakkam, Chennai - 600034 Dear All, Re: Fraud & Non Resolution of long standing faults in my car No. DL-1CN-4075, bad service experience and problem in the product eeco cng factory fitted. I Manahor Lal (Senior Citizen ) ,Residing at Delhi, I bought the above vehicle in Oct. 2011, and ever since Day One, I have had a harrowing experience. The first time I lodged my complaint was when my car had just been driven 100 km. Ever since, I have lodged nearly 70 complaints, by visits to the service station, accompanied by telephonic complaints\and email, out of which, at least 15 times, not even a job card was opened, and I sent back with no resolution. Rest of the times, everyone from the Technician, to the Territory Service Manager have verbally accepted that there is a fault in the engine and other parts, but ultimately each time, the car has been returned with a “Found Okay” remark. Despite Maruti’s official policy of physical verification before closure, the job card has always been closed based on service advisor and others’ casual remarks without actual checking of the car. At times they seem to have acted angrily and out of ego. I fail to understand under whose pressure they are avoiding accepting the problem. I assume that since this is a manufacturing fault, there would be pressure of the vendor to not address the issue. I request you to procure hard copies of the relevant job cards and check for yourself the number of times I have registered my issue. In addition, so many times, all my complaints or issues are not even noted by the service advisors while opening the job card. At times, some service centers misbehaved and even refused to accept the car as well. Even senior management do not answer their phones. Despite the fact that my warranty, which is about to expire soon, is till valid, I am not being given the benefit of the warranty. I have been sold a faulty car, and there is a manufacturing fault in it. I had not expected this abysmal level of customer service before buying the car. I am exasperated at the callous behavior of your company, and do not know whether I should hope for resolution from you, or initiate legal action. Hopefully, you would empathies with me, and take immediate action to solve my problems. I would be grateful if you would personally look into the matter and get my car repaired/replaced with a new car. I know if I go to court, I would definitely get a hefty amount of compensation as well for my hassles, but that is an extreme option and I do not look forward to it. Complaining against I m also make your interest on the view that I always make the demand in company to make my vehicle check by R&D department but there is only one thing i.e passing bucket to one another and making false track and some time on telephonic conversation the use unofficial language I am escalating this issue(many time) to Maruti Suzuki India Limited, as Maruti company was not able to provide me a logical ,Reasonable and satisfactory/ solution to the Problem, Negligent, Unprofessional, Irresponsible with Calculated Manner Tried to Cheat. Always you (Maruti technical team) not telling a truth Please go through the below mail chain and help me resolve this problem. This is a Serious Error , behavior/values on part of Maruti company Its Criminal for a senior Level person to falsify Facts. I did not receive any call or email from the CEO.. Reason for choosing a Maruti was the Trust and faith ,we had on Brand MARUTI. Its not just a car for us, its symbolic and linked to our emotions. It hurts when the car for which you are so passionate and so well Maintained, Was having trust and faith on Maruti company we Mistake? Was we wrong to Trust the Maruti company Brand? Was we wrong in choosing the No.1 Indian car manufacturer Maruti Suzuki company? The whole Family is feeling being cheated and is under distress. Please help me and my family get out of this Mental Tension, dissatisfaction and feeling of being cheated by India’s No.1 Car manufacturer. This is the major complain or fault in our vehicle – 1 Engine Noise, 2 Dug Dug noise 3 Kir Kir Noise 4 Some time stopping problem in the vehicle running condition 5 Engine Missing Both Fuels 6 Rear Side Noise 7 Tyre Wear 8 Average Low Both Fuels I would like to have my car checked in R&D in my presence to ascertain the extent of faults in my car, or get it checked by an independent third party. I have personally got it checked from more than one places, and I have been told in writing that my car is faulty, and the engine noise is a serious issue. If due to this any mechanical failure happens and there is an accident, the liability would fall on Maruti company. Frauds made I was truly horrified to learn that Motorcraft, Noida was so rude and acrimonious with my complaint that they opened a fake job card (No. 14005927 dated 10/7/14 opened at 3:30 pm and closed at 3:55 pm, with Bill No. BR-14003722). We had gone for our old outstanding complaint, which was not solved. On the other hand, after we had gone, a fake remark was entered saying that our vehicle was accidental, and we had refused changing the part, whereas no such conversation ever took place. We were never given any such advice. Indeed, our car has never ever been involved in any such accident. We did not sign any such job card and you can verify this physically. We fear that more such fake remarks may also have been entered in your software by them or other Service Centers to deny us our warranty benefit. We have already lodged a telephonic complaint regarding the same (No. 2475603119 dt. 11/7/14) On 26/6/14, we made a telephonic complaint (No. 2032281352 at 8:42 pm made on 18001800180) with respect to service of the vehicle done on 21/6/14. The complaint was closed without checking the vehicle, or calling us. Subsequently, we lodged the complaint that the earlier complaint was closed without checking (No. ), but there was no reply or action. We have already intimated higher authorities about the above two events, and await their reply. There is no revert or reply from your end, and every time I take my car on the road, I feel vulnerable. I am a senior citizen, and cannot take this mental pressure for long. Each time I have to visit the service center, I have to needlessly spend time and money due to no fault of mine. I have attached the history of the service data and complaint data for your perusal so you can take an informed decision and resolve this matter once and for all. In case I do not get a positive action from your end after all this, I would have no avenue except to take legal action in a court of law. I’m sure the courts would have no problem in understanding that my car is defected when I’ve got “Found OK” remark over 50 times when my car is still not working properly. Taking a optimistic approach, I once again, for a last time, request you to kindly arrange to have my car repaired at a location where my car can be repaired satisfactorily. Please let me know the address and when I can take my car there. Thanking you,
Posted on: Fri, 18 Jul 2014 05:46:32 +0000
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