Date: 3/03/2011.
To,
The Chief Executive Officer,
Fiat India Automobiles Ltd,
Mumbai.
Kind Attn.: Mr. Rajeev Kapoor
Subject: Fiat Linea – Dealer complaint and service issues.
Dear Mr Kapoor.
I'm writing you this letter to make you aware of the severe lack of negligence in your workshop. This is regarding my Fiat Linea (Diesel, Emotion pack) purchased at M/s Wasan Motors, Chembur, Reg No MH-03-AW-2585 on May 16th 2010. I am totally disappointed by the after sales service provided for my car. I am hoping someone actually pays attention to a customer's grievances.
Your service department has been unable to properly repair the defects in my car, and I need your help to resolve the situation. My car was been damaged by the workshop people and even after admitting to it and promising me of further repairs, they have backtracked and now maintain that such promises were never made. We, the Customers are suffering and are being deprived of the services which we are entitled to.
There were issues with my car since the very first check up at 3,000 km, which were not attended to properly and still persist in the car. These issues were repeatedly taken up with authorities at Deonar workshop during my numerous visits and were not looked into. Such is the casual behavior of the advisors at wasan. Leaving aside their not answering to phone calls and also hanging up the phone in mid conversation.
The main issue started when my car had to go for accidental repairs at the deonar workshop as having met with a minor accident on expressway [a dog zipped across d road] the front bumper was damaged including damages to the radiator assembly and also the a/c condenser all 3 of which had to be changed. This job took around two weeks.
On pre delivery inspection I found the a/c to be very noisy and also the front bumper to be misaligned along the wheel arcs and also under the headlights. This was immediately bought to the attention of the advisor handling the mechanical job who insisted the noise was normal as new parts have been fitted in and that the noise would die down after a couple of hundred kilometers. I voiced my concerns to the senior authority and also the other advisor who had attended my previous job. I was assured the problem would be looked into if it still continued after a few days. Regarding the alignment of the front bumper I was assured by the accident repair advisor that it would be fixed during my next visit.
I was back in the showroom in a couple of days as the noise had not died down rather it had significantly increased and was now clearly audible. As I had to leave for Ahmedabad in a couple of days I wanted the vehicle to be free from any breakdown. The a/c mechanic was instructed to check the car by the advisor. My doubts were confirmed when the mechanic told me that the a/c compressor was faulty and will have to changed.
The advisor was informed regarding the condition of the compressor. As the procedure to change the part was a lengthy one and with the part not available in the stores I was told to proceed with my trip and in the meantime the part would be made available for replacement.
This discussion was held in the cabin of the CRM at the workshop who confirmed with the advisor and re-assured me that the part would be changed on my next visit to the service centre. In the meantime the noise had risen to unbearable levels and on my return trip from Gujrat I was not able to use the a/c.
After returning a couple of days later I was advised to visit the service centre where my car was attended to but to my utter dismay the compressor was not changed. The advisor instructed me that as the oil was low and the gas was not fully charged the compressor was making a noise. On engaging the a/c it was clearly audible that the noise had not died down, but only to me and not to the advisor. I met the CRM who clearly backtracked from her statement for replacement of the compressor when only a couple of weeks ago she had promised me that the matter would be personally handled by her and she would solve all my queries. These people have backed out with utmost ease. such is the attitude at the attitude at deonar workshop. This all happened under the nose of the workshop manager who turned a blind eye. If the senior management is such what is to be expected from the subordinates.
Regarding the front bumper I was in a very cool manner told by the fitting contractor at the workshop in presence of the advisor that the gap is just an inch, forget about it. Later I was told by the accident department advisor that the bumper itself is faulty and would have to be claimed for in insurance for a new bumper. This issue is still to be resolved as I have yet to receive word from their side.
You will be surprised as to the answer your qualified staff at the TATA FIAT Wasan service workshop give, for instance I was with two advisors on a test drive in my car to show them the increase in vibration due to the faulty compressor and also during idling. I was shocked when one of your advisor explained to me that as my car had done around nine thousand kilometers some noise from moving parts is expected due to constant rubbing. Do they expect us to be fools for giving such answers? If such remarks are expected from your workshop people what could be their expertise in solving the problems.
In another instance I was told by an advisor that it was of simply no use to come again and again to the workshop as the a/c chapter was closed and it is in perfect working condition.
Is 10,000 km the guarantee for the parts fitted in a car worth ten lakhs. If not, then who is liable for such statement’s made by a customer advisor in the service workshop?
Since then I have visited the wasan showroom at Chembur and complained regarding the treatment handed out by the workshop authorities. Some 3 to 4 people checked my car at the workshop and confirmed regarding the a/c vibration and noise, this was also confirmed by a service dealership of Fiat and this was informed to the CRM at the workshop by me. But it seems that the noise is not heard by any advisor at the workshop. SURPISING ISNT IT!!
I have even spoken to the SSM at the showroom who has taken up the matter at the service centre, but I am still to hear from the workshop people. I was informed that a representative of Fiat is available for any queries at the workshop and insisted on seeing one but the CRM assured me that there is no such person and he is only available in the workshop once a year for audit.
Some of the other minor problems are mentioned below:-
During the first check up itself my rear wheel bearing kit was changed as the bearings were faulty.
The glove box was not aligned properly, upon my insistence to change it I was answered “ sir, we will have to completely change your dashboard also, which cannot be done here”
There is a great deal of rattling noise from the rear left side which is not rectified to date even after being mentioned in my each job card.
The sun glass holder is faulty and I am still waiting for its replacement.
The front head light [L.H] was faulty and it took me 3 visits just to show the advisors what the problem was as they could not find it themselves. The one replaced also has a defect.
Headlight beam adjustments were mentioned in the job card as I had to leave for Ahmedabad, not done to date.
Blue n Me issue mentioned in the job card of playing each song twice via different pen drives – not rectified to date.
The vibration during idling has gone up several notches since the replacement of the radiator.
During a previous service both my vanity mirrors were tampered and broken and this was reported to the advisor who did not take any action.
Linea monogram to be changed mentioned in 2 services not changed to date.
The car was damaged due to the negligence of the workshop authorities during repairs carried out on my vehicle and I expect them to change the part and restore my car to its original state.
I expect as being senior authority of Fiat prompt action should be taken by you against the dealership and such hardships should not be faced by customers at any of your dealerships.
I also want to meet a Fiat representative who has the authority to take on the spot decision.
Awaiting your immediate response.
Devpal Kohli.
[protected].
[protected].
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