Tata Motors

I OWN A TATA INDIGO. ONE DAY WHEN I STARTED THE CAR RADIATOR AND A.C. CONDENSOR FAN STARTED SIMULTANEUSLY AND THE CAR TEMP WAS NOT HIGH. I TOOK THE CAR TO TATA SERVICE CENTRE IB MOTORS JAMNAGAR THEY DIAGNOSED THE FAULT AND SAID THAT THE ECU OF THE CAR WAS FAULTY I SAID THEM TO REPLACE IT THEY ORDERED IT TO TATA MOTORS AFTER 15 DAYS THE PART ARRIVES AND THE SERVICE ENGINEER SAYS THAT IT IS THE PART OF THE TATA SUMO AND I AM FEELING VERY INCONVINIENT BECAUSE MY CAR IS AT THE SERVICE CENTRE SINCE 1 MONTH
IS THIS THE SERVICE OF TATA MOTORS WHO CANT SEND A PART IN 1 MONTH DURATION

Complaint description:
My car went in for a replacement Intercooler (Tata Safari 2 x 4 DiCor Diesel SUV). it has 25000 km on the Odo. Bought for R250K in Aug 2009 from Tata Pta Central. This was at the end of January / beginning of February. I waited 4 weeks before they got the Intercooler and "fixed" my vehicle. I got it back on the Tuesday after asking them to MAKE SURE EVERYTHING was fine and to test drive it. They gave me the vehicle and I drove it out of the garage. It had no power under 2000 revs until the turbo kisked in and then I had a bit of power but the car was jerking and spluttering. I got to JHB where I live in Houghton and drove back to the garage in PTA on the Wednesday. They farted and fiddled and changed an injector and I left and the vehicle was worse. I got it home again and was on my way BACK there (JHB to PTA) on the Friday morning when it stopped completely at Allandale Road. I got it to a garage where I waited 3 hours (and 15 calls to them at Tata PTA) before I got any tangible help. i.e. The arrangement that I could leave the vehicle at the garage with the keys at the shop so the Tata Roadside Assist (contradiction of terms)could collect it from there and take it to the Tata Midrand Dealership (because they would not take it to Pretoria). I called Midrand Tata on Monday morning and the vehicle had not EVEN been collected from where I had left it on the Friday. I phoned head office and spoke to Schalk in the MD's office (I think) and he made sure it got taken to Midrand. It was there the whole week til Thursday (last week) and I was quoted R1048.oo for a new fuel filter and R 100 of diesel because "the problem was dirty fuel" so they had to drain all my diesel and replace the filter. I drove out of there at 18:45 on Thursday evening and it did exactly what it had done on the Friday morning the week before and quit on me. So I phone Tata Roadside assist and got a message saying their hours of business were 8am - 5pm (what good is that). So I called MiWay Roadside Assist and they were there within 45 min and towed it back to Tata Midrand. I have spent R4000 + on the Intercooler, a further R1048 on the fuel filter, fuel and labor (when that was obviously NOT even the problem), lost 22 hours of my consulting time at R350 / Hour, have not had my vehicle for 8 weeks now, had to cancel my holiday last week even though I had to take the leave I had applied for because I could cancel it at such short notice, and have now had enough! I called Tata Midrand this morning and spoke to Gerry who informed me that I had a blown head gasket which would take another week to fix, but he is sure it can be done under warranty.(I should hope so). I have a good mind to sue Tata for all my lost income and the money I have had to GIVE them with NOTHING in return.
...
Solution selected: I would like you to repair the item free of charge
Solution description:
And refund me ALL my money spent at Tata so far, including the Intercooler costs, and make sure it has a FULL tank of diesel when it comes back AND make sure it is clean, AND deliver it to me at work or at home (I am tired of driving back and forth).

Andrew McLintock
andrew.[protected]@gmail.com

I own a tata indigo (cs-dicor, registration number – hr16-g-5551
) bought on 27th aug 2017 from telmos automobiles hissar, haryana. the details of the vehicle are as follows

Till date I have faced the following problems with this vehicle
1) abrupt noises from the engine (feb 2017) – this problem was reported to tata motors service stations in mathura, palwal, gurgaon and faridabad. finally after 10 days, the problem was resolved in gurgaon. we are as yet unaware of the exact root cause and the solution provided for the problem. this problem was reported and resolved while the vehicle was still under company warranty.
2) clutch plate not working properly (nov 2017) – this issue was reported to tata motors service station in rohtak and hissar. even though the warranty period was still valid, this was not covered under warranty and the entire replacement was fully paid for by me. after the service when we were asked to sign a form of satisfactory service by the service center staff, which we refused since the clutch plate problem was not resolved and finally it had to be taken to hissar service station for resolution.
3) sudden engine failure (dec 2017) – the engine stopped abruptly and vehicle did not start up again. at tata motors service station in rohtak we were told that the “water pump/body of the car is not working and the same will not be covered under our vehicle warranty”.

We were given strong indications by the rohtak service station staff that our failure to sign the satisfactory note could create a problem for us in the future and it is quite clear that the current adamant behavior of the rohtak service station staff is directly related to our earlier dealing with them.

We request your urgent intervention to address our genuine concerns and also to discipline the concerned staff.

Regards
R p kaushik
Mob – [protected]
R/o – bhiwani, haryana

Dear sir,
my car model “indiago glx” bearing registration no. rj-20-ca-2376 was repaired on 16.11.09 at your authorized service center m/s chambal motors (p). ltd, kota. repair was billed vide invoice no. chambal-kt-[protected] dated 17.11.09.

The car was personally handed over to your above authorized service center for check & repair following continuing problems in addition to general check up. the status of specific problems which was claimed attended is as follows:

Start up problem: I am facing cold condition starting problem in my car since more than three months.in morning the car does not get start unless 20-25 continues self cranking is not applied. some times abnormal noise was emitting inside bonnet. it was immediately brought in notice to your authorized service provider with a request for check & corrective measures accordingly. on demand car was sent to your authorized service provider. after check it was told to me to get battery replaced which is responsible for such miss operation. the car was then taken to local authorized dealer of “exide” for replacement. as per routine practice the battery was checked before replacement by exide dealer. it was surprising to me that battery was declared o. k. this was a contradictory statement between your authorized service provider & exide dealer. to verify & clear out the differences, he offered his service battery on chargeable basis. the battery was replaced with service battery. the trial with service battery showed no difference. this trail was for a week. this was again brought in notice to service provider of chambal motors (p) ltd. with all the details & findings. finally it was re concluded by your authorized service provider to re check.
Car was handed over to your authorized service provider m/s chambal motors (p) ltd, kota on 16.11.09 to check & correct. (please check job card details). with delivering vehicle on 17.11.09, it was confirmed by service provider of your authorized service provider that this problem has been attended, rectified and checked also.
On 18.11.09 morning again I experienced same cold starting problem as earlier. it was immediately brought to the notice of mr. sunil thakur, chambal motors (p) ltd. as usual it was demanded to bring car at service provider for check up. I expressed my inability to bring car because of my preoccupancy. again in late evening on same date, similar starting problem was faced. it was again apprised to mr. sunil thakur on phone.
on 19.11.09 morning also it showed same problem & again it was brought to his notice. I requested him to organize & depute an authorized competent person in the morning to access & understand the problem. however again on 20.11.09, it showed same problem in morning & again it was brought to his notice. he replied to come back on this issue in due course.
On 21.11.09, morning start up, I did not face problem. the same was also communicated to mr. sunil tahkur, general manager, chambal motors. he recommended waiting & watching. problem is still pending. at1.00 pm the same stating problem I faced while going back from my office. this was immediately informed to mr. sunil thakur, general manager, chambal motors, kota & requested to verify. however he expressed his inability to immediately arrange his technician to verify. this was postponed by him on next.
I request to the official of tata motors to immediately fix up the responsibility & rectify same. I am continuing with this problem since more than three months. I am continuing to drive my car in uncertainty.

Fuel injection pump damage: this was happened with me few months ago, which I would like to apprise to the official of tata motors for getting reimbursement of my payment.
Few months back my car’s fuel tank developed a leak. it was brought to your authorized service provider m/s chambal motors (p) ltd for repair. it was repaired (record may be verified). after some time again a leak got developed at same location, which was repaired (again record may be verified) by your same authorized service provider. subsequently when it again leaked third time then fuel tank was replaced as per advice of fuel tank was replaced as per advice of your authorized service provider. during the job of fuel tank fixing it was informed by your service provider m/s chambal motors (p) ltd that fuel injection pump nozzle is broken & it is to be replaced in complete. on my query in regards with reason of breakage when vehicle was running, the reply of service advisor was negative & surprising. he replied that during dismantling it was found broken. as per him, it was not possible to repair the broken nozzle hence complete assembly has been replaced & billed to me.
In this whole issue I was unable to understand that in fuel pump nozzle broken condition, how the vehicle was running as there was no option other than this, I got it replaced.
I request officials of tata motors to investigate and conclude this serious case at the earliest so that reimbursement can be made to me.

Steering horn pad damage: the damage to horn pad occurred during service some 3 months back. while taking delivery of vehicle it was observed that its steering pad was detached. it was immediately brought in notice to service provider then it was put back by him. subsequently after a few kms run it was observed that horn pad is malfunctioning. as it was a matter of road safety, immediately brought in to notice of concerned service provider. on his demand the vehicle was brought to your authorized service provider for rectification. it was again re fix with some make shift arrangement with an instruction to me by concerned service provider that if it happens again then please get replaced the complete steering wheel. again after some few kms of run it starts malfunctioning. this was then brought to notice of mr. sunil thakur, general manager of chamabal motors (p) ltd. & he accepted for free replacement as this got damage during their servicing.
It was also brought in notice of mr. kohali, chambal motors (p) ltd on 17.11.09. as per him, this type of damage during service is cost to the customer, which is not desirable. it was very surprising reply from such a senior person of your authorized service provider I request m/s tata motors for immediate free replacement which is still pending.
.
Damaging fr lh window glass steering system: the problem in smooth operation of front lh window glass was attended & billed on 24.08.09. on delivery it was observed that the problem is not rectified. this was then brought in notice of concerned service provider m/s chambal motors (p) ltd., kota... it was assured to rectify in next service because of time constraints. again on 16.11.09 the same was offered for rectification.in the evening 6.00 p. m I was told by service provider that “nukka” of window glass operating mechanism is broken & complete assembly will be replaced at the cost of rs. 3580.00. I was shocked to hear for such cost which, I feel this got damaged during their inspection & it is totally an in competency of your authorized service provider & should not be cost to the customer.
I request to the official of tata motors for free replacement.

I gave my india car dls 2004 for service at tafe reach ltd greams
Road, chennai on 12th oct 2009. I mentioned that I needed to go to
Bangalore that weekend. the car had done 67000 kms. the service
Attendant assured that he would take it for 70000 kms service and will
Do a complete check and gave me the car on 13th oct 2009. the bill was
Fancy and huge rs. 10, 818.- (50% parts & 50% labour)

The next day the car did not start, — I got a push start — , went to
Tafe reach, he checked and said the battery was good. the same evening
I faced the same starting problem, and had to change to a new battery.
tafe reach’s attendant judgment on the battery proved false.

I left for bangalore on 16th oct 2009 at 0630 hrs, the car did not
Cross 200 kms as it stopped due to engine overheat, the fan, the fan
Switch did not work, the left elbow tube bursts, there by all coolant
Was on the road, bringing the car to a halt. I found a mechanic after
2 hours. I and my family were on the road from 10 am – 12 noon. we got
Towed to krishnagiri where the local mechanic said because of the
Cooling system failure the engine head gasket got damaged. he changed
The left elbow, coolant pipe & the gasket
(not original).. we reached bangalore at 1930 hrs. the next day i
Showed the car to a local mechanic at bangalore for detailed check. he
Found airlock & blockages in coolant tube on rear side of the engine.

We left to chennai on 21st oct 2009, but on high speed the engine
Became hot. we stopped at krishnagiri, with the same mechanic changed
The coolant container that was leaking. the car did not still take
High speed. we were advised by the local mechanic to go at a speed of
60 kms / hr to reach chennai safely.

On 22nd oct 2009, we met the tafe reach sales attendant. on hearing
Our story, he said he would have serviced the coolant system with
Care, had he known about my trip to bangalore. (what a lie?). he took
Us to his service manager; he was reluctant to accept the negligence
Of his staff. after a long debate the service manager took the issue
To his gm who was in the adjacent room. instead of talking the issue
Personally to me, the gm left the cabin advising the service manager
To waive 20% off the labour cost and give me 5% off on spares. we were
Surprised that the head of the organization could leave abruptly
Without caring for my sentiments. the whole thing happened completely
On the misjudgment of the service attendant about our long trip and he
Should have warned me about the dangers of not having attended some of
The important jobs left pending in the coolant systems. for a 70000
Kms service, jobs that are vital and important for long distance
Drives should not be left to the judgment of the customer. most of the
Customers who own vehicles are non-technical. vehicles are given for
Service at big company like yours for releasing emotional satisfaction
And its associated guarantees.

When I insisted that I should vent my feelings to the top man of the
Organization, a sr. manager met us and sang the same song mentioning
The companies policies allows only that much consideration to be shown
To customers in similar cases.

I request you to discuss the issue with tata reach ltd in detail so
That an overall customer satisfaction level can be brought up to a
Higher level.

I want tafe reach to pay me refund on the bill incurred or the
Expenses which I have incurred at krishnagiri & bangalore which is rs.
5500 along with the cost of replacement of the original gasket.

Regards

Vijay renagrajan
+[protected]
[protected]@gmail.com

I have a tata telcoline. after 123, 000km the engine dropped a sleeve and the head cracked. upon askeing tata what to do, they offered me a new engine for r28, 000! I got an enging from a guy who rolled his vehicle. the engine and fitment cost r24, 000. this engine had just over 60, 000km. after another 65, 000 odkms, this engine suffered the same problem. tata would not assist, as this vehicle is not under warrantee anmore, and I did not service it at a tata agent, nevermind the fact that it was serviced, only for about half the price the agents charge for the exact same service. repairs on this vehicle haswill have cost me in access of r79, 000 over 3 years. that is 60, 07% of the vehicle's purchase price. tata would not offer any assistance, and their hands are clean of any blame. a friend of mine suffered the same problem after 73, 000km on a telcoline. another friend, who owned a tata 8 ton truck, experienced problems with the vehicle from the start, and was told the damage suffered was normal wear & tare, eventhough its unheard of of ball joint giving in after 18, 000km.
Their response was poor to requests for assistance - pretty much the same as they products & service.

My vehicle broke down at 07:30 on 15/09/2008. I phoned Tata who is 6 km away from where it broke down. They only arrived 8 hours later to tow it.It is still under guarantee and they charged me R450 for towing charges, contrary to the guarantee. It is now 17 days later and my vehicle is still not fixed. They did not supply me with a courtesy vehicle. I need the vehicle for business. They do not come back to me as promised.

My tata indigo broke down on 15/09/2008 at 07:30. I phoned tata and asked for roadside assistace, as the vehicle is still under manufacturers guarantee. they arrived at16:15 (8 hours later), while the workshop is only a few kilometres from where the car broke down. they towed the car to the workshop and I explained to them that I need the vehicle fixed urgently, as this is my primary vehicle. on 17/09/2008 at 11:00 they called me and said that they checked the car and that they now see that my complaint is valid.
They informed me that my guarantee had expired because of the km's travelled. I went to see them and showed them that the guarante is valid for 100 000km and that the car had only done 80 000 odd km. they then said that they will repair the vehicle under guarantee. I again explained to them that I have no other vehicle. they charged me r450 towing fee, although the guarantee states that the vehicle will be towed free of charge! they now refuse to repay this.
Today 17 days later, my vehicle is still not repaired. they refuse to giveme a courtesy vehicle!
I should have bought a toyota!

We very much regret to say that we are very much offended with the service that we have received from tata motors (hyderabad, andhra pradesh). the reason behind is that I have purchased a car tata indigo ls. initially I gave my card for servicing in tata motors, sanathnagar, hyderabad and got a very bad service from them. car washing done by them was the worst ever and any roadside washing center would have done 100 times better than this service center. it was a year back story. later I thought of changing the service center from sanathnagar tata motors to autofin ltd bowenpally as I don't have any other option as I had to get it serviced.

To start of, autofin ltd service center is at a awkward place in bowenpally where we do not have any transport facility once we drop our car for servicing. to start of the with the problems I faced with autofin ltd and the service advicer there.

1. service advicer gave me an estimation of servicing and repairs of rs.2600/-. when the car was ready in the evening he called me and informed me that the charges are now 3600/-.
When I asked him the reason he said he included some power steering pipe which was gone bad. here there are two things to say.
a) as per policy he should have informed me before actually changing/replacing any part which was not discussed and he dint feel like informing me as he says.
b) power steering pipe was changed exactly 4 month before by mallik motors as the oil from power steering pipe was leaking.
c) if the power steering pipe is broken then the oil should have leaked from it which was not the case either.

2. lights inside the car (roof top) and tail horn were not working as the fuse has gone wrong, so asked the service adviser to repair the fuse which hardly costs, when I came in the evening to my surprise, service adviser says that he replaced the lights inside the car instead of the fuse and he charged me for that again, here again he dint inform me before doing so.

3. as mentioned earlier autofin is located near a place where there is no auto or a bus stand available for any one to go.
I asked the service adviser if anyone can drop me to the nearest auto or bus stand and he refused saying they don't have any facility as such. but when I came back the next day to collect my car I saw a board mentioning that they drop customers who come and give their car for servicing to the nearest auto or bus stand. I don't know the reason but just for this I had to walk all the way around 1.5kms to find an auto for myself.

4. when I took back my car, to my shock again the car was not washed properly and I took a cloth by myself and cleaned my car in the service center itself as I know that they wont be able to that again.

I purchased my car 2.5 years ago and since then have the lots of problems with the service centers. tata motors mentions some core values on a wall board in all their service centers, truly there are core values for tata motors but just on boards, there is no one who can actually execute that.

Please stay away from tata motors an indian car manufacturing company. they treat customer like shi... before you buy... you will sleep and they will be awake... the moment you give them the money... they will become untraceable and you will be awake forever...

Worst ever customer service and product quality. tata brand name is gone for a toss.

I had purchased an indica xeta cng reg. no. dl 8cm 3308 on the occasion of diwali last year 2006 from their dealer pawa motors. ever since I purchased this car, I am going through mental as well as physical torture and harassment. this car started giving troubles from the day of its delivery. till date it has gone for repairs on several occasions and various parts have been replaced without any success.

I am tired of sending numerous complaints to tata motors and to their dealer pawa motors. every time they ask me to bring the car to their workshop and then they keep it under repairs for several days. thereafter they give delivery of unsuccessfully repaired car with false assurance that the car has been successfully repaired.

I am sorry to state that till date all faults remain as they were. this car stops suddenly on a busy running road. as a result of which, I have already met with accidents and by the grace of god just survived my life and the lives of my family members.

Almost every month this car is needed to be sent for repairs to their workshop. till date they are just doing experiments, researches and trials without any success. even at present my car is lying at their workshop under repairs. its not only me who is facing manufacturing defects in this car. whenever I visit their workshop, I could see many other xeta customers who are also going through nightmares after purchasing this car. I am in touch with many of such harassed customers and we are planning to open a forum in order to collectively take this matter to the higher authorities.

I would like to warn others never to purchase a tata car. I have already lost my hard earned money and I do not want others to go through the same harassment which I am going since the day I purchased this car.

Also note that tata people are shameless and are not at all concerned about their customer’s grievances.

As of now, I am not able to use this car. even after repairing and replacing several parts on numerous occasions, tata motor is not able to successfully repair this car. this compels me in demanding the refund of my money.

I had bought a tata indica dlg turbo in january 2006 im mumbai, india. since then the power steering pump (which controls brakes and steering) has failed 3 times on road. everytime the car has been taken to the company and/or the authorized dealer, they give assurances that it will not happen again.

I think the manufacturer is putting me and my family at huge risk by failing to appreciate the seriousness of the situation. if in the new vehicle the brakes and steering have already failed thrice in less than 14 months shouldn't the manufacturer recall the vehicle rather than wait for me and my family to have a potential fatal road accident on account of power steering pump failure?

reproduced below are the mails exchanged between me and the company.

Kind attn.- [protected]@tatamotors.com

This is the most disgusting and insensitive response from your end.
Despite repeated pleas in my emails to answer my queries in writing you want me to take delivery of a car which has a history of power steering pump failures and pretend as if nothing happened.
This email of yours takes the cake as well as the entire bakery in terms of sheer callousness. I have exhausted all the good will that I had towards the tata name.
Would conclude by again asking a question which has been asked in my previous mails also. would any of you distinguished gentleman and ladies, ever trust your family's and your well being in a car in which the power steering pump (which regulates the functioning of brakes and steering) has failed 3 times on road in span of less than 14 months.

Regards,

Amitabh saxena.

[protected]@tatamotors.com wrote:

kind attn.:- mr. amitabh saxena

this has reference to your mail dated 22.05.07.

we had taken up the matter with our regional office and we understand from them that you had been offered compensation in terms of services. as mr. sadique ansari (csm) and mr. sanjeev tiwari (customer support manager - tata car service center), both are on leave hence now, we have requested mr. banan to contact you and get the car deliver as soon as possible.

kindly bear till such time.

thanking you
for tata motors

customer support
mumbai.

— original message —
from: amitabh saxena [mailto:[protected]@yahoo.co.uk]
sent: tuesday, may 22, 2007 11:48 am
to: support west; sawant (mrs) rupali d [ senior assistant (customer care cell), mumbai pcbu, mumbai ] ; tiwari sanjeev [ asst general manager (customer support), mumbai pcbu, mumbai ]; banan k m [ senior manager (car care cell), mumbai pcbu, mumbai ]
subject: fwd: re: re: strange and tragic case of indica dlg - turbo mh-02-ap-7525 (continued)

dear tata motors personnel,
it's been 13 days since I met your mr. sadique ansari and mr. sanjeev tiwari upon their request at tata motors worli workshop. and 11 days since my mail dated 11/05/2007.
there has been no call from your end nor has anybody bothered to reply to my mail. but I think thats the legacy of tata motors. ignore the customer and his grievances. frankly I have run out of patience and the mild options.

regards,

amitabh saxena

amitabh saxena wrote:

date: fri, 11 may 2007 13:24:15 +0100 (bst)
from: amitabh saxena
subject: fwd: re: re: strange and tragic case of indica dlg - turbo mh-02-ap-7525 (continued)
to: support west , [protected]@tatamotors.com,
sanjeev. [protected]@tatamotors.com

dear mr. sadique ansari,

to maintain continuity in all the correspondence between us, I will first reproduce your reply (which has taken you 9 days) and then my response to the same.

your reply to my mail dated 2/5/07 is reproduced below:
=

date: fri, 11 may 2007 14:42:22 +0530
to: [protected]@yahoo.co.uk
dear mr. amitabh saxena
this has reference to our meeting at our worli workshop on 9th instant. the repair work on your car was already carried out on your car and it was ready for the delivery. as it was discussed to boost your confidence in the product, it was decided to check your car by our experts and the same has already been lined up. also another loaner car was sent to you to take care of your transportation needs.
you being our valued customer, we have decided the following :
· 2 complementary services inclusive of oil and oil filter to your car alongwith engine checkup
· 1-engine waxing
· 1-interior enrichment
· 1-comprehensive electrical checkup

the status of the car and delivery schedule will be confirmed by our worli workshop after necessary inspection by our experts.
regards,
sadique ansari
regional customer care co-ordinator (west)
tata motors ltd (pcbu)
[protected]
=

amitabh saxena's reply,

I am yet to receive any adequate response to all my mails to you starting from 23/4/07. the meeting at tata motors worli workshop on 9/05/2007 had been called upon your specific telephonic request.
please note that after the second power steering pump failure, (which took place on the western express highway on 25/04/2007) and the failure of your dealer m/s wasan motors, kandivali, to address and resolve the problem, upon my specific request, the vehicle was taken to this same tata motors worli workshop. I had received letters from a senior functionary of tata motors apologising for the repeated power steering pump failures. no reasons or explanations were offered then also and I was given a wheel cover and an anti-glare mirror instead, to boost my confidence in the car.
as I have been repeatedly mentioning to you in all my mails and in our meeting of 9/5/07 in which mr. sanjeev tiwari was also present, the issue is that, the power steering pump (which regulates and controls the performance of the brakes and the steering) has already failed 3 times in a span of less than 14 months, putting my family's and my life at risk. not once but thrice... and I am not willing to take that risk anymore now.
I do not need any of the following;
· 2 complementary services inclusive of oil and oil filter to the car alongwith engine checkup
· 1-engine waxing
· 1-interior enrichment
· 1-comprehensive electrical checkup.

also, the use of loaner car was graciously offered by your mr sanjeev tiwari.
you can have it collected back whenever you want to or you can give me a simple phone call and it will be returned to you asap.
to summarise, I am once again requesting you to give me proper written answers and explanations to all the queries mentioned in all my mails starting from 23/04/07, when the power steering pump failed on road for the third time in less then 14 months.

Regards,
Amitabh saxena

P. s.- please also note that this mail and its contents are privileged information and should not be shared with a third party. (my mail dated 23/04/07 was forwarded from your end to a research analyst without my knowledge)

Amitabh saxena wrote:

date: fri, 4 may 2007 05:42:14 +0100 (bst)
from: amitabh saxena
subject: fwd: re: re: strange and tragic case of indica dlg - turbo mh-02-ap-7525 (continued)
to: support west

dear mr. ansari,
please note that the loaner car provided to me by your worli workshop on 23/4/07 has been personally delivered back to your worli workshop at 9.15 a. m. today.
mr. sanjeev tiwari - assistant general manager has also been informed personally about the same.

regards,

amitabh saxena

note: forwarded message attached.
yahoo! answers - got a question? someone out there knows the answer. try it now. date: wed, 2 may 2007 10:34:23 +0100 (bst)
from: amitabh saxena
subject: re: re: strange and tragic case of indica dlg - turbo mh-02-ap-7525 (continued)
to: [protected]@tatamotors.com

dear mr. ansari,
despite the fact that an aggrieved and traumatized customer is repeatedly requesting you to provide written explanations for the repeated failures of the power steering pump (thrice in less than 14 months) and other related issues, you and the support west team choose to ignore all my queries.
the kind of replies that you have given to all my mails, is creating an impression that I am dealing with some fly-by-night-manufacturer and not with a group company of india ’s most respected and trusted corporate house.
instead of taking steps to restore a customer’s faith and confidence, your cavalier attitude as reflected in your mails is making me increasingly nervous and anxious.
just once, put yourself in my place and answer honestly whether you or any of your support west personnel, trust your loved one’s and your own safety in a vehicle where the critical component like power steering pump has already failed thrice in a span of less than 14 months?
I am once again attaching my last letter to you dated 26/4/07 in anticipation that it will be properly answered as requested.

regards,

amitabh saxena

p. s. —
with reference to your email dated 30.04.07, here are my observations:

* you were called by my colleague mr. nayab shaikh on 26.04.07 at around 17:00 hrs. this was done only to confirm the receipt of my email to you dated 26.04.07. no attempt has been made by you or anybody else from the support team to contact me personally from 23.04.07 till date. no oral explanations for the recent and previous two failures of power steering pump were solicited from you by mr. nayab shaikh..

* on 27.04.07, I had gone to your worli workshop, to collect some important documents which were lying in my car. please note that at no point was a meeting requested by you or mr. sanjeev tiwari (asst. gen. manager – customer support). please also note that at no point was any explanation offered or failed part i.e. power steering pump shown to me.

* when the power steering pump failed for the first time on highway on 06.03.06, the part was exchanged on-site. at no point was the defective part shown to me or any explanation offered. when I took the vehicle to m/s. wasan motors on 12.03.06, mr. abhijeet rajendran was nowhere in the picture, so obiviously he could not have offered any explanation or shown me the defective part, as claimed in your mail.

* the second power steering pump failure took place on 25.04.06. again, please note that mr. abhijeet rajendran came into the picture only on 27.04.06, only upon my insistence, when the dealer failed to provide any answers for such repeated failures. all no point did tata motors contact me on its own to offer any explanation. also, mr. abhijeet rajendran did not ever show any defective part to me nor explain the reason for its repeated failure.

[protected]@tatamotors.com wrote:

dear mr. amitabh
this has further reference to your mail. your representative mr. nayab shaikh spoke to me on 26/04/2007 all queries/doubts were explained to him in detail and he was explained about the recent failure. also during your visit to worli workshop on 27/04/2007, you were personally contacted by mr. sanjeev tiwari (asst general manager-customer support) and reason for the breakdown and failed parts were shown to you.
as regards to the earlier failures which had happened almost a year back, mr. abhijeet rajendran (manager-customer support) had personally check the car and clarified to you the reason for failure. the repair work was coordinated with our dealer m/s. wasan motors. also the damages were shown and explained to you that time.
we once again request you to not to have any apprehension about product quality and arrange to take the delivery of the car at the earliest.
regards,
sadique ansari
regional customer care co-ordinator (west)
tata motors ltd (pcbu)
[protected]
from: amitabh saxena [mailto:[protected]@yahoo.co.uk]
sent: monday, april 30, 2007 1:04 pm
to: sawant (mrs) rupali d [ senior assistant (customer care cell), mumbai pcbu, mumbai ] ; support west; p abhijeet r [ senior manager (customer support), mumbai pcbu, mumbai ] ; tiwari sanjeev [ asst general manager (customer support), mumbai pcbu, mumbai ]; banan k m [ senior manager (car care cell), mumbai pcbu, mumbai ]
subject: fwd: re: strange and tragic case of indica dlg - turbo mh-02-ap-7525 (continued)

dear sir,
it may please be noted that 4 days have passed since I my last email to you all, dated 26/4/07 and I am yet to receive any response from your end. nor has anybody bothered to speak to me personally or over the phone.

regards
amitabh saxena

p. s.- the loaner car which was very kindly provided by your worli workshop needs to be pushed by 3-4 people, for its engine to splutter to life.
the above mentioned loaner car has been delivered back to your worli workshop today morning.

amitabh saxena wrote:
date: thu, 26 apr 2007 11:42:01 +0100 (bst)
from: amitabh saxena
subject: re: strange and tragic case of indica dlg - turbo mh-02-ap-7525 (continued)
to: [protected]@tatamotors.com, [protected]@tatamotors.com,
abhijeet r ,
banan ,
chet mankad
dear mr. sadique ansari,

you have chosen to ignore the history of my car (mh-02-ap-7525) completely and are trying to now put the blame for the critical component failure (power steering pump) on me or the mumbai roads. you have not bothered to answer any of my queries listed in the last 2 e-mails to you.
I am once again requesting you please give me written explanation for the following:-

* when the power steering pump failed for the first time in march 2006 what were the reasons behind it?

- was the tie-rod bent then also due to external impact?
- had the crash been damaged then also?
- if yes, then why wasn’t I informed about it?
- why were the photographs not provided then? (like you have done in this instance, when the power steering pump assembly failed for the 3rd time in 15 months, 23/04/07)
- is it normal for a brand new car to have such a critical component failure?
- please provide me with complete copies of the reports relating to the above incident.

* when the power steering pump failed for the second time in april 2006, what were the reasons behind it?

- was the tie-rod bent then also due to external impact?
- had the crash been damaged then also?
- if yes, then why wasn’t I informed about it?
- why were the photographs not provided then? (like you have done in this instance, when the power steering pump assembly failed for the 3rd time in 15 months on 23/04/07)
- is it normal for a brand new car to have such a critical component failure for the second time in such a short span of time?
- please provide me with complete copies of the reports relating to the above incident.

* when the vehicle was inspected and repaired at your workshop in january, february and march 2007, was the tie-rod and the crash also inspected and certified o. k.? if yes, I would like to have a copy of the reports.
* when the vehicle was damaged within your premises by your personnel in april 2007, was the tie-rod checked, inspected and certified o. k. for no bend in it, due to external impact and was the crash also checked, inspected and certified o. k. for no damage to it? please provide me with the copy of the relevant report.
* is the indica designed to be driven over rubber roads only, so that if it is driven on the roads of mumbai all kinds of component failures are likely to take place?
* I am once again requesting you to please provide me with the e-mail ids of the following senior functionaries of tata motors:-

- mr. ravi kant
- mr. rajeev dube

regards,

amitabh saxena

[protected]@tatamotors.com wrote:
dear mr. amitabh saxena

we once regret for the inconvenience caused to you. however we are attaching herewith the photographs which clearly show that the incidence occurred due to an external impact from the bottom and not on account of incidence occurred on 04/04/2007.

you are requested to contact our worli workshop for the delivery of the car.
regards,
sadique ansari
regional customer care co-ordinator (west)
tata motors ltd (pcbu)
[protected]
from: amitabh saxena [mailto:[protected]@yahoo.co.uk]
sent: wednesday, april 25, 2007 2:16 pm
to: support west
subject: re: strange and tragic case of indica dlg - turbo mh-02-ap-7525 (continued)

dear mr. sadique ansari,
at the outset, let me thank you, your organization and your dealer wasan motors for providing me loaner car and towing services on innumerable occasions in the last 1 year or so. however there are larger issues at stake here; issues involving human life, which cannot be given cosmetic brush. I suggest you read my mail yourself and very carefully, before making uninformed statements and remarks. please read the attachment that I sent along with my mail dt. 23/04/07 and reattached with this mail.in case you people have not yet realized, you are playing with human lives here.

I would also like to inform you of the following observations:
1st failure of power steering assembly - vehicle approx 46 days old
· the car delivery was taken on january 06. first time power steering failed on march 06, 2006 no explaination or reasons were offered by your dealer wasan motors.
· instead tata indigo’s part i.e., power steering pump was fitted on my car and upon questioning I was told it didn’t matter and indigo & dlg turbo have the same part. (ref mr. dhuru & mr. kiran shetty – wasan motors). (pls refer to attachments with this mail)

2nd failure of power steering assembly - vehicle approx 67 days old
· on april 27, 2006 my wife and I (with fractured foot) were in the same car on tulsi pipe road (senapati bapat marg) near mahim when the brakes almost failed and steering wheel got jammed.
· consequently we found that that again there was a failure of the power steering pump, assembly. no cause or reason or explanation were offered to us then, except sincere and heart felt regrets and letters from tata motors & wasan motors.

3rd failure of power steering assembly - vehicle approx 445 days old
· on april 23, 2007 while driving on the tulsi pipe road in the morning (around 9am) near dadar, the by now familiar scenario was re-enacted, brakes almost failed, steering almost jammed. but this time I could not escape unscathed. due to the failure of the brakes, which was consequential to the power steering pump failure, I hit a cyclist who also had a pillion rider. luckily for me they were only hit and not hurt as the speed of my car was almost negligible.
· since I was in the vicinity of the company owned workshop at worli, driving at speed of 5kmph with emergency lights on I managed to reach the work shop where the vehicle was handed over to your mr. k. m. banan – manager pcbu, worli.

service record of the car (only done with tata motors or wasan motors service centres)
service 1 – 5,000 kms – wasan motors

service 2 – 10,000 kms – wasan motors

service 3 – 15,000 kms – tata motors – worli
(all the hardcopies available and can be provided on request)

apart from this, from may 2006 till date, I have made innumerable trips to your worli workshop for various niggles like :
- fan belt noise,
- a. c. fan belt noise,
- winder problems with power windows
- wheel alignment & balancing etc.,
- dents and scratches on right hand side,
- replacement of headlight, foglight and front bumper.

please access the service records available at your end.in all of the above instances, no bent tie-rod or damage to the crash was reported.

in your mail you have mentioned that :
· the front tie rod was bent due to external impact.
· the crash was also damaged.
· hence the failure of the power steering pump was not due to manufacturing defect it was consequential due to an external impact.

let me bring to your notice that on april 4, 2007, the vehicle was handed over to your service advisor for 15,000 kms servicing.in the afternoon I was informed by the service advisor that there was an accident involving my car within the workshop premises involving tata motors personnel, indicating sheer negligence.

the front fender was extensively damaged. the car was repaired and handed over to me the next day. no bent tie-rod or impact to the crash was reported by the tata workshop.

now all of a sudden out of the blue I hear from you that my power steering pump failed on 23/4/07 for the 3rd time in 15 months of buying the car because:-
a) tie-rod was bent,
b) crash was damaged

I was also personally informed by your mr. k. m banan - manager - pcbu, worli on 23/4/07 that the impact on the crash was old and not new. I now strongly believe that the tie rod was bent and the crash damaged because of the mishap which took place inside your premises due to sheer negligence on the part of your personnel.

mr. ansari, I had painstakingly documented everything that had transpired with my car since the time I bought it, thinking that honestly and transparency are the bywords, since I am dealing with the “house of tatas”.

however, I am extremely disappointed by this letter of yours, which simply brushes aside my documentary evidence relating to the past power steering pump failures and tries to puts, the blame squarely on external factors.

for your kind information, I also own a maruti wagon r for the past 6 years. this wagon r has also been driven along the same route for the past 6 years. it has suffered few dents and scratches, but never ever any critical component failure.in fact, I am yet to meet a person who’s new car has been a subject of such critical component failure over and over again.

for your and the information of the esteemed gentlemen of m/s. tata motors, I am a family man with a wife and two children and dependent parents, and I cannot drive a car or let my wife, children or parents ride a car in which a critical component like power steering pump can fail and has already failed thrice in a span of 15 months from the delivery of the car.

unlike a cat, who they say has 9 lives, I and my family members have only one life. I have already had 3 narrow escapes and do not wish to push my luck further.

for you and tata motors, me and my family’s safety may mean nothing. however, for me the safety and well being of my family is paramount.

I would like to conclude by saying, that please don’t play with human lives in this manner. this letter of yours, in which you have attempted to wash your hands of the entire matter and shirk responsibility without giving any weightage to the car’s history has left a bitter taste. I will now contemplate legal action in consultation with cgsi and will also be talking to various newspapers and news channels, so that other people are forewarned about your product and after sales service.

regards,

amitabh saxena

ps.
please note that despite innumerable attempts by me and my colleague mr. nayab shaikh, the following tata motors personnel could not be contacted on the phone, although urgent messages were left with their respective offices :-
- mr. vikram sinha – national head – sales & servicing
- mr. girish deshpande – national manager

you are kindly requested to provide me with the email ids of mr. ravi kant and mr. rajeev dubey.

[protected]@tatamotors.com wrote:

dear mr. amitabh saxena

this has reference to your mail. we regret for the inconvenience caused to you. however your car was taken to our worli workshop. mr. abhijeet was in touch with you and yesterday a loaner car was arranged for you to take care of your transportation needs. we would like to inform you that necessary rectification has been carried out and your car is ready for the delivery.

we would also like to inform you the following observations:

* the front tie rod found bent due to external impact
* also the crash found damaged
* hence the failure of the power steering pump was not due to any manufacturing defect instead it was consequential due to an external impact.

you are requested to contact our worli workshop for the delivery of the car and any further assistance if any.

regards,
sadique ansari
regional customer care co-ordinator (west)
tata motors ltd (pcbu)
[protected]
size=2 width="100%" align=center tabindex=-1>
from: amitabh saxena [mailto:[protected]@yahoo.co.uk]
sent: tuesday, april 24, 2007 2:53 pm
to: support west; sawant (mrs) rupali d [ senior assistant (customer care cell), mumbai pcbu, mumbai ] ; p abhijeet r [ senior manager (customer support), mumbai pcbu, mumbai ]
subject: fwd: strange and tragic case of indica dlg - turbo mh-02-ap-7525 (continued)

sir,
please note that almost 24 hours have elapsed since I sent the below mentioned mail to you.

regards
amitabh

amitabh saxena wrote:
date: mon, 23 apr 2007 11:45:01 +0100 (bst)
from: amitabh saxena
subject: fwd: strange and tragic case of indica dlg - turbo mh-02-ap-7525 (continued)
to: [protected]@tatamotors.com

kind attn : mr. ratan tata,
mr. ravi kant

diesel re energised - but customer nearly died

amitabh saxena wrote:
date: mon, 23 apr 2007 10:01:40 +0100 (bst)
from: amitabh saxena
subject: strange and tragic case of indica dlg - turbo mh-02-ap-7525 (continued)
to: support west , [protected]@tatamotors.com,
abhijeet r , abhijeet. [protected]@tatamotors.com
cc: rajiv. [protected]@tatamotors.com, [protected]@starnews.co.in,
shilpa shetty
sir,

I think a quick recap is necessary to have a proper perspective

* indica bought in jan 06 from wasan motors
* power steering pump assembly failure resulting in brake failure and no power assistance to steering wheel, in march 06 on western express highway, narrowly averting major accident. me and my wife were in the indica.
* indica attended to and certified fit by wasan motors with assurances that it will not happen again.
* power steering pump assembly failure in april ’06 on tulsi pipe road, mahim. at the wheel was my wife, who was a expectant mother then, while I had a fractured right foot. again managed to escape unscathed.
* vehicle towed to wasan motors. attended to by wasan personnels and tata motors personnel, mr. abhijeet rajendran.
* by this time, I had developed a fright about driving my indica keeping in mind two close shaves.
* however upon written assurances from tata motor’s, senior personnel and trusting the good name of tatas I agreed to give my indica one last chance.
* april 23, 2007 : power steering pump failed resulting in brakes losing its power and steering wheel becoming inoperative yet again for the 3rd time while I was driving on the tulsi pipe road near dadar alongwith my wife and two of my colleagues. as the brakes had virtually failed I hit a bicyclist who also had a pillion rider. as it was morning peak hour rush, the traffic was bumper to bumper, hence the cyclist was only hit and not hurt.

points to ponder :

* is tata motor waiting for me and my family to have a fatal accident while driving my indica which is barely 15 months old and already a veteran of brake and steering wheel failure on the road.
* as usual tata motors will of course replace the faulty part yet again and give me all kinds of assurances that this will never happen again.
* to which I have few simple questions – would any of you esteemed gentleman from tata motors put yourself in my shoes for a minute and tell me truthfully whether you would ever put your spouse and children in such a vehicle which has by now a well established history of a critical component failure.
* all this time I have been lucky to have escaped injuries or causing one. what steps will tata motors take if next time there is a power steering failure and I fatally hit few innocent pedestrians.
* is it a matter of utmost concern to tatas that their manufactured vehicle is a virtual death trap with serious implications towards the safety and well being of not only the customer and his family but also of other vehicles who happen to be in the vicinity.
* I have decided (like I mentioned to you in my previous mails) to never drive this particular indica again.
* the anxiety and mental trauma that I have gone through each time such a failure has taken place cannot be explained in words. I have lost all faith in this car though not yet in the good name of tatas.

thanking you

yours faithfully

amitabh saxena
[protected]
p. s.

* please read attached mail for complete text of all previous correspondence between self and tata motors.
* hard copies of assurance letters received from tata motors and wasan motors as available and can be produced upon request.
* tata motors (worli workshop) seems to be too preoccupied with a marriage ceremony today and will probably revert to me once the rituals are over.

Amitabh saxena
regional head,
arms advertising pvt. ltd.
8/9, madhu indl. estate,
p. b. marg, opp. century mills,
worli,
mumbai - 400 013
# [protected] / 2658
[protected]