Vivek Automobiles / Bad service
I am the owner of the captioned Fiat Palio car. However, even a very good product fails due to bad service leading to bad mouth to mouth publicity. The car was brought from your showroom in 2002 and has always been regularly serviced from your workshop. My car met with an accident on Friday night 17-03-2006 and I personally took it to your workshop at Mathura Road for accidental repairs on Saturday 18-03-2006. Your representative Mr. Yogesh saw the car and made me fill out the requisite insurance claim forms. On enquiring about when the car would be ready I was told that of the body parts which need to be replaced he did not have the fender with him and he was expecting the fender consignment on Monday 20-03-2006. He assured me that he would be in a position to give me the ready car latest by Saturday 25-03-2006 if not earlier. I also informed him that I need the car for some urgent work on Sunday 21-03-2006 and we do not have any second car in our family. When I called your workshop on Tuesday and Wednesday I was given the standard reply that the fenders have not come in and they are not available with any dealer in Delhi and so your workshop people are helpless. Today I decided to find out for myself and the first call I gave was to Sanmati Motors who immediately said that they have all the required body parts. On communicating this conversation to Yogesh he said that he would arrange to get the parts today and start work on my car from tomorrow, promising delivery on Monday 27-03-2006. When I asked whether I can take my car to Sanmati who are promising delivery on Saturday I was told by Yogesh that I can do so only on full payment of the estimate even though no work has been done on my car as this was the norm with Vivek Automobiles and the charges are for lodging the insurance claim and parking of the car at Vivek Automobiles since Saturday. I would like certain clarifications on this issue from your office: Is this the manner you treat your regular customers where the customers are supposed to do all the fact finding and inform your staff which dealer has the required parts? Till the time the customer does not take the initiative he is taken for a ride and his car is kept at the workshop without any job being done.
When a harassed customer wants to take the car to some other dealer who promises better service he is denied that right by extortion? I do not understand how just filing of a claim with an insurance company entitles you to claim the full repair charges without doing anything. Further if you claim the car was parked in your workshop and there are charges for that would you be giving me retention charges for all the days you detained the car and did not do anything?
Finally having lost all faith on your workshop I would request you to confirm when actually I will have the pleasure of driving my car again. I know it may make little difference to a big company like Vivek Automobiles but for a salaried man even the daily auto expenses make a dent in daily budgets. An early reply would give some solace