Col Rakesh Arora (Retd)
H 912, Jal Vayu Towers
Sector 56
GURGAON (Haryana) – 122003
Mr Roop Madan
Sanya Motors
C 101, Mayapuri Industrial Area Phase – 2
New Delhi - 110064
UNSATISFACTORY SERVICES TATA INDIGO GLX – HR 26W 7677
Dear Mr Roop Madan
1. I am an old customer who had got his vehicle serviced for the last four years from your Mayapuri Workshop ever since I purchased my Tata Indigo in Oct 2004. I have since then, shifted to Gurgaon.
2. My last complaint made to you got me prompt redress almost 11 months ago for deficiency in service. However, this complaint is about “cheating” a customer. If you ask for the car service details, which are held in your workshop data base, you will find that on 05 Oct 2007 a Assy Intake Fuel Pump costing approx Rs 5000/- has been charged and the part changed in my car during servicing. I was given an old fuel pump by the workshop to show that it had actually been changed when I took delivery of my vehicle in the evening and I accepted the same in good faith.
3. My car developed some fuel pump problems on 19 Oct 09 and I was forced to buy a new Fuel Pump and replace it. When the old pump was taken out in my office in front of me (the pump is of Indica and not of Indigo), to my surprise, I saw that it was an old repaired pump with a rubber tube (apparently put locally) and wires tightened by pliers to hold the tube at both ends to the inlet/outlet in the body of the pump. It certainly was not an original one that had replaced the defective pump for which I had been charged. I have retained the fuel pump to show your representative. I am also sending you three photographs of the same to inform you of the breach of good faith and trust.
4. I am sure this does NOT go with the customer service ethos of Sanya Motors and the quality of service levels one expects of a reputed firm. It really amounts to breach of trust and faith reposed by the customer in a firm like yours.
5. You may like to find out the complete details so that I get the redress that is due and trust and faith does not suffer.
6. I sincerely look forward to your reply.
Thanking you
Yours truly
Col Rakesh Arora
+[protected]
25 Oct 2009
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