| Address: Mumbai City, Maharashtra |
Is there anything called customer service???
I Ankur Choksi had booked a Volks Wagen Vento IPL edition on 15/04/2011 and was to get the delivery latest by 28/04/2011 as promised by Mr.Sameer the sales executive. I however did not hear from them till 27/04/2011 hence marked a mail to the dealer that is KSM Motors and Volks Wagen India. After which they send someone to get the RTO Papers signed that too without informing that someone would be coming however I was luckily available and hence the said papers were signed the same day. After that I was informed that I would get the car by 29/04/2011. On 29/04/2011 I got a call from Mr.Sameer my sales exec that the car would be ready by 29/04/2011 evening and I could come and collect it whenever I wished. I called him on 30/04/2011 at 11.00 am that I would be coming at 2.30 in the afternoon to pick up the car.
I reached with my family at 2.45 in the afternoon I was requested to wait and they had called Sameer to attend to us. He however showed up only after 15 mins, I asked him about the car he said it would be coming in 10-15 mins, I asked him as to why was the car not ready as I had called him before coming he said that they had a shortage of drivers and hence the delay was there I was ok and was waiting. After waiting for 15 mins that is total wait of 30 mins I checked the status of the car and he kept saying it is on the way. I was enough irritated by then and said I would like to meet the head of sales or GM or anyone in the senior management. They said no one was available I asked for the cell numbers and they gave me the mobile No. of Mr.Rao the GM that is [protected] and [protected] both the numbers no one was answering then they gave me another number of some Madame [protected] whose number was unavailable. Please note I have to take numbers and call the staff could not co-ordinate and ask any senior to get in touch with me.
In the meanwhile my mother, wife and 2 yr sold son are waiting in the waiting area they are not even offered water. On asking they are given water at room temp saying that there is no cold water available. We were waiting for over 2 hours in total at the showroom we were not offered any refreshments ect. I got any and asked for the complaint book they said they don’t have a complaint book I called the volks Wagen complaint no. and registered a complaint but they said it would take 48 hours to look into the complaint. I did not know what to do with no seniors available I asked them to arrange for a car to drop me back home as I could not wait endlessly at the showroom with my family. To that request they flatly denied that they did not have any car and driver available and it was not their duty or obligation to drop us home. This is the least to expect from a showroom for whose fault one full family has been waiting since over an hour. Till then what should have been a happy moment had already become a disaster. I then asked for the other showroom GM number which again the people did not have? I do not know how the showroom runs I guess a cycle showroom has better co-ordination. The last car I had got from maruti the showroom next door RATAN MOTORS and the experience was actually delightful and you go back with a smile. Please ask your showroom guys to learn from maruti which is a lower priced car but values customers 10 times than volks wagen.
Finally I took the number of the other showroom and asked for the GM and could talk to Mr.Pravin Pathak he said he was not aware but would get back to me in 10 mins he called me back at 4.00 and said that the driver has left but there has been some traffic hence the delay is caused he arranged a car and said he would deliver the car at whichever address I wanted. I asked if the car would come in the net 15 mins I will yet wait and finish it to that I got a reply that after the car comes It has to get washed and cleaned before delivery. I wonder that such a big company cannot train its dealers to co-ordinate delivery time and there is absolute chaos on what basis are the dealerships given. Even a shopkeeper who delivers bread has a better sense of timing!!!
Before leaving they were arranging the car and driver for me they handed over the papers to me and were giving 2 IPL tickets which I did not want as they had spoilt my day enough they were saying why you don’t want I just told them they had done enough for me for the day. They arranged the car by 4.35 so that we could leave just before leaving Mr.Sameer comes up to me to tease me and says we had also send IPL VIP Pass costing Rs.15,000/- to your house as if he has done a big favor and given me from his salary that was given by the company for which the dealership has nothing to do and you should understand a person who has suffered for over 2 hrs cannot be irritated with such comments. Is this customer delight???
I left by the car taking assurance that the car would come by 6 as I was to treat my friends for my new car at night. They said it would 100% come and Mr.Praveen also called and confirmed it. I waited back at my wife’s house In Sion so that I could check the car and come back to showroom in case there is a problem. I would drive the car back then.
At around 6 I get a call from the driver as promised I explained him the address and he was there in the next 10 mins. I was Happy that the promise was kept by the dealer at least once. When I go down I see that the car handles and mirrors which were to be painted the same color of the car has not been done. I lost my head and called Mr.Sameer the last reply you would expect is what he said. I forgot???? How do you expect a customer who has gone through all this to do. He said take the car and he would paint it the next week and he said that as if what’s the big deal and like he is doing a favor on me. I told him I have paid for the car and lots of money this is no behavior I would expect from any car dealer even I do business and definitely not this way and this is definitely not expected from Volks Wagen. By now all my enthusiasm to get a new car is lost and my whole day wasted I have to cancel the party with my friends as I did not get delivery for the said car. I called Mr.Pravin he said I can keep the car I said I would not sign the delivery note till the painting is done he then said that he will deliver the car on Monday. My whole day wasted!!!!!!!
I called Sameer to send me a car to go back home as I was stuck in Sion without a car he said it is difficult and on insistence he said he will call back after checking I did not receive any call I had to arrange for my own transport for the fault of the dealership.
I spoke to Mr.Pravin there after and asked him when would I get my car he said he would send it on Monday. I said I wanted to talk to some one from the senior management before you send the car as I wanted to tell them how much a customer has had to suffer he said that he is the sales head and he would co-ordinate I told him I need a apology letter stating how much have I been troubled before getting the delivery of the car for which he said we don’t give letters I am telling you. I really don’t take this and would like the company to pull up KSM motors for doing this have an audit in place which checks the service given to customers and also improve services at the showroom like at least having cold water and complaint book. To say the least that every showroom should offer to its customers booking cars worth at least 5 lakhs.
I wish that the company penalizes the dealer harshly which can be a monitory penalty or canceling the dealership license. As such dealers tarnish the image of the company and bring bad name to them.
Please note my contact details
Car Booked Under :- M/S Transparent Sec. Pvt. Ltd.
Name of Director :- Mr.Ankur Choksi
E-mail :- [protected]@transparent.co.in
Mob :- [protected]
Landline :- +[protected]
Dealership booked :- KSM Motors, Chembur.
Car Type :- Vento IPL Edition
Colour :- Silver
Addition :- Body Colour Door Handles and Mirrors Paid for at the time
of Booking.
Place of Booking :- India, Mumbai
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