Al - Futtaim (Dubai) (Honda) — service issues
I am a loyal customer of al-futtaim enterprises..
I also ensure my car is always sent to them for service on regular intervals..
I have faced severe service issues with them.
I own a honda accord 2007 option 1 with completely topped options.
Since my car was due for service as well as I had certain bodyshop job's pending so I went to their umm-ramool branch and had my car dropped off. This was approximately on the 16th of october 2008.
I spoke with mr. Praveen, the bodyshop advisor who suggested I collect the car from the bodyshop once fixed and send it to the service centre once the repairs are done.
This mr. Praveen, who fails to understand his client is about to face problems with transportation did not agree to take the car right behind the bodyshop where the service centre exists..
Moreover.. I had an expensive pair of xenon lamps installed on my car which was perfectly functional when I have delivered my car to this bodyshop. I have also made specific note in the section that my lamp may have to be replaced so please ensure you keep my xenon's aside so I can have it collected along with the car. They decide to dispose my previous light as well as the xenon and have convieniently installed a new yellow lamp which hardly costs 50dhs in the showroom.
When I spoke with mr. Omer from the body shop and I requested him to send my car to the service centre.. He said it will be sent within one day. I fixed an appointment and they completely forget about the whole request. For another week I was not in the country and I return back to see my car is not yet ready from the service centre. I was surprised and shocked to see my car was not served in the right manner.. To top it all its time to collect my car on the 28th of october or so... And all formalities cleared, I receive my car with one yellow light and one white xenon.
I spoke with mr. Paul from the service centre who at this point decides to tell me that I have nothing to do in this please consult the bodyshop. They have replaced your light not me.
I now go back to the body shop and there I speak with mr. Vijay who co-incidentally is handling my bodyshop file now since praveen left the company last week... What?!?!?!
Okay so somone takes my car into the showroom, leaves the company and doesnt bother informing them about my lights.. So mr. Vijay also decides to pass the buck on to the next day and he says please call me back. I have placed nothing less than 50 calls to get in touch with this one person vijayraj or whoever he was, and the next day I inform the operator.. To ensure vijay is in the company so I can speak to him. I walked up to this person to inquire about my lights and he said I cant do anything I am sorry and walks off. I went to his desk and patiently waited till the coast was clear for me to speak to him. He walks around the whole showroom like I never existed and starts making calls. I agressively asked him to help me with this issue or I may have to raise a point here.. Then he diverts my issue to some so-called-manager mr. Faisal who immediately has my car checked and calls the conserned mechanic who handled my file. As per the company policy.. Any damaged or non-working item is placed in the boot of the clients car.
However mr. Faisal promises to get back to me within the next day. Assuming he wont, I ensure I take down his number so I can make my regular attempts on inquiry.
So mr. Faisal as expected doesnt call me the next day and when icall him up.. He says the mechanic said the light was not functional and it was disposed. However he claimed that it is not assured if the item was disposed because as per company policy it is still supposed to be disposed in the boot of the car.
Till date 10/nov/08... No faisal has called me back over the same issue
If this is where customer service is going of such a huge company... What can we expect from smaller garages? They may probably flick another 2-3 engine parts not bothered about clients safety or cliental value.
I will ensure I place this complaint on as many blogs as possible.
(note - if any of the telephone numbers / contact details of alfuttaim employees are required for reference... I can have them availed since I may have called them atleast 10000 times...