A copy of email to Maruti Udyog Limited:
Dear Mr Khattar,
I had booked a Maruti Zen Estilo (Champaigne Beige) on 21st December 2006 and had paid a total of Rs 2,96,329/- (Rs 46,329/- by personal cheque and Rs 2,50,000/- by cheque from my Finance Company - State Bank of India, Main Branch, Pondicherry) at the time of booking. The balance amount was to be paid on delivery of the vehicle.
A waiting period of about 3 to 4 weeks was told to me at booking (which, if it was not possible, looking at the response to the launch of the vehicle should not have been promised at the time of booking) furthermore I was told that if I paid a larger sum at the time of booking I would be delivered the vehicle earlier. When it seemed to me after 4 weeks that there was no sign of the vehicle being delivered I started making calls to the dealership initially to Mr Swamy (Manager Administration) and later to Mr Zyed Rizwan (Manager Sales) but to no avail and used to get very curt replies (to note all calls were made by me and none by dealership). Then I called the Regional Office, Chennai and the Territory Sales Manager took some steps to make delivery possible earlier than later. The vehicle was finally delivered to me on the 5th March 2007 after a total of over 10 weeks!
In the meanwhile prices on all Maruti vehicles were increased from the 1st of February. Since I had booked the vehicle 6 weeks prior to the price hike I asked Mr Rizwan that I be given the vehicle at the booked price because if the vehicle had been delivered as promised in 3-4 weeks I would not have needed to pay the increased price. He refused and later after I spoke to the Regional Office about my case they agreed and further spoke to Mr Rizwan and asked him to deliver the vehicle to me at the booked price.
On being informed that the vehicle had come I went to make the balance payment when I was told that if I was to get the vehicle at the earlier price then I would need to forfeit the “free” basic accessories that was promised to me a the time of booking (Please look up the commitment checklist) and that the bank interest (for 10 weeks @ 3.5%) on the sum paid at advance would also not be given to me!! I had to create a scene to get what had been committed at the time of booking. If given an option to Mr Rizwan, he would have stripped me of my clothes and I guess I would have walked out naked of the dealership that evening. Finally I had to forgo the interest and was given the “free” basic accessories that had been promised at the time of booking. So much for the "commitment"!
After all this happened I regretted the fact that I had opted for a Maruti vehicle and probably the other companies would have treated me better but it was too late. As far as “My Deal” (Dealer Feedback Form) goes with Vasanthi Automobiles, Pondicherry, I found myself cheated both monetarily and of the respect that a consumer should have. Till the time money was paid for booking many promises were made “Sir, we will try and get your vehicle within the first 15 days of January….” the customer was KING, but once the advance was paid and the customer “trapped” who cares. Later on, thinking about why your sales manager etc behave the way they have is probably because you are the only dealers in Pondicherry and the customer has nowhere else to go.
I would like to mention here a special word for Mr Arokiaraj who was the sales executive dealing with me I found him to be a caring and genuinely concerned representative. What probably impressed me was his sincerity.
I had found out the details of Consumer Redressal Forum at Pondicherry for this issue and would have gone to the consumer court as I faced numerous difficulties in the intervening period with my pregnant wife refusing to ride on the scooter with me and the numerous phone calls made to your dealership to the Regional Office etc. the agony though which I have gone though probably I would only know. Later I forgave you and let it pass and am writing this with the hope that you would improve. May be someone else would not be as kind.
I am not writing this letter with any personal gain in mind but to let you know about the chain of events and with the hope that your dealership would improve itself and not give false promises and trap customers . If this is what you are doing to an educated customer God help the others. May be you would ignore this letter without looking into the system and making the necessary changes if required but at least I would sleep in peace thinking that I have done my job.
Hoping that, unlike me who would never recommend your dealership (Vasanthi Automobiles, Pondicherry) to anyone, you would develop customers who would never think of leaving you and would be brand loyal to MUL just because they are treated in a professional manner.
Mr Jagdish Khattar concerned authority please reply, am i asking too much?