Fiat Palio - Pathetic servicing by Sterling Auto Tata EnterpriseThis was the mail I wrote to customer care... and no response as yet... so kindly enjoy the details... have to find irony and fun in experience...
Tata Motors + Fiat Palio
Even though I know this mail shall be trashed and no action shall be taken, but still I guess this is the only way I can vent out my angst and frustration of being a fiat customer.
I really dread the day I chose to buy a fiat palio SLX instead of going for a Hyundai or a Suzuki car. I thought the Tata association and with fiat's brand this car has to have something, not knowing what was is store.
It is a new experience wherein the customer has to run from pillar to post to know who can service his vehicle. Just to narrate one of my quite recent experiences I am sure you guys will feel sorry for the inconvinience caused and get ready for inflicting further grief.
This particular anecdote ( not interesting at all) was scripted to happen at Sterling Auto, Noida, Uttar Pradesh, India on 10th of August 2009, 9:00 AM. Wherein I was one of the first guys to reach the place to get my Fiat Palio SLX (2007) serviced. It was 4th service for my vehicle. I got hold of Mr Rajesh, Service advisor (09717391351) (fancy designations) and expatiated the issues I was facing to him and after much deliberation and my due apprehension I was convinced of vehicle delivery at 4:00 clock the same day.
Now this is where the suffering starts. I reached the workshop at around 5:00 expecting the delivery of my car, but to my surprise the car was still being worked upon by a technician who was pulling things apart and again trying to get to something on my car's right rear door. I contacted Mr Rajesh (as he was the only known contact). He started justifying the delay and all sort of crepescular non technical stuff, which I very much knew meant "we will not be able to fix your problem". I tried to reason but found out they knew very little of the issue and the guy who was working on it was trying to hush up to reach back home as it was already late for him. It was very obvious that my vehicle was in a bad state and was not even washed properly (the basic thing). Being a gentle soul I voluntarily agreed to let my car stay in workshop for them to work upon for another day. Now, this is where the things got twisted. The next day I HAD TO CALL UP THE SERVICE ADVISOR to know of my car status and was glad to hear a prompt reply " WE ARE WORKING ON IT, SIR!!" and was assured of vehicles delivery by 12:00 clock and too my surprise they had agreed to drop my car to my office as a welcoming gesture.
11th August, 12:00 Noon, I called up Mr. Rajesh again; expecting the vehcile to be on its way, but was in for a rude shock. He said after 2 days they still cant fix the problem and it will take some MORE time. This was frustrating as I did not get a clear answer even after waiting for a day. Expecting to get a proper response I asked him of his Managers number so as to put some customer is king kind of pressure. Enter, Mr. Shantanu (09910498920) Manager Workshop. I had a brief talk with him and even before I could elaborate the hasty feelings he said I shall look into the matter and get back to you. I waited for half an hour for his call (by the way he was supposed to call back in 5 minutes) and as usual was told the matter is under investgation and was persuaded to give some more time as the door latch had some issue and spare was not available (the golden fiat service words). Even after much deliberation and as many phone calls I knew my car will not be delivered on the day as promised. Un-willingly I agreed to push it a day more after assurance from Mr SP Singh (09650595348), Deputy GM and the other two blokes.
12th August, 12:00, I started my usual calling to the three people involved sometimes they did pick my calls other times they completely ignored it. By this time I have had enough of their promises. Meanwhile I got in touch with Mr Pandey (09212362718), Spares manager at Vivek motors who said he shall arrange the spares and even asked me to tell Mr Shantanu that he can get the spares from him or one another location in Okhla, Delhi. Imagine a customer is calling up a service workshop manager to tell him where he can find spares. Well anyways I did my part, but was told by Mr Shantanu that DEALERS DO NOT SHARE PARTS AMONG THEMSELVES. This was another shock here I was mediating for MY OWN CAR and I was getting differnt stories from differet people. Now, I thought lets be logical instead of being mad and told him I shall be there at around 3:30 so he better push his staff to arrange the spare, which he said he shall be doing.
12th August, 3:30, I reached the place and had a talk with Mr. Rajesh as Mr. Shantanu preferred not picking up my calls. Mr. Rajesh told me the truely unexpected things, "The SPARE IS STILL NOT AVAILABLE". WOW!! If this couldnt break the back of the camel then there is something seriously wrong with the camel!!
I just have had enough, I wanted my car back, but to my astonishment my car was all open with even the bonnet of my car open (GOD knows what they want to pick and choose from my engine when the issue was with my door) forget the washing of car. I realized even if I meddle around for an hour they wont be able to put my car back, so I gave them an extra hour and told them that I shall be there at 6:00 to pick my car.
I was feeling a bit agitated and the reasons were obvious (I hope). So here I was right on time and 15 minutes before reaching the place I had told Mr. Rajesh that I am on my way and please put the car in ready to deliver state.
What was coming next was now expected, I reached there at 6:00 and after some calls here and there, I finally caught up with Mr. Rajesh and finally saw my car parked outside and was told it has been washed and put backk, but the spare is still a problem. I saw my car and it was all muddy I saw the interior with all grease hands, I had to do the task of getting hold of technicians to get it cleaned up. I personally had to tell them clean the corners and stuff. I saw some new scratches on my car, but knew nothing can be done and I should be glad I got my car back. I did bring them to the supervisor attention, but to no vain, he seemed to be enjoying my grief at the moment.
I had to pay my bill to get my car, so I went to the bill desk, all the way thinking, what's next?
My bill summed up to a staggering Rs. 3160, and thats too without getting a part replaced. But I was thanking god!! Atleast it was to be soon over.
Finally at 7:30 my car was ready for delivery (without test ride). On my way back I found my car was too heavy to drive which I realized is the break shoes tightly screwed. I am not going back ever to fiat (its just been two years association, but it pains a lot more), I will soon dump this car (my hard earned money) but for a better car and definitely an after sales service.
You people wont loose much, as for you customer is nothing more than a "SCREW the DUMMY"! better you will launch a new product with the same missing spares!!
In the end customer will be running from pillar to post just to get a spare.
Cheers to your in-effectiveness! and pleasure you derive from laundering money from un-suspecting poor customers and their hapless running around!!