[Resolved]  WAGONR — persisting sound while driving,deficiency in service

Address: Kerala

M.M.Deepa
Advocate,
High Court of Kerala,Ernakulam
Cell: [protected]

10.07.2010

To


Mr. Prasanth Sakhare
Territory Service Manager,
Ernakulam

Sir,
Sub: Non-attendance of the complaints addressed to your service station at Pathadippalam and Edappally in respect of my vehicle KL-7/5027 (Wagon R) purchased on 06.08.2009 from Sai Service, Pathadippalam
1. I am an advocate practicing in the High Court of Kerala at Ernakulam. Let me remind your good self that I purchased the above said vehicle from your show room at Pathadippalam on 06.08.2009. I would like to bring to your notice that immediately after one month of the purchase the battery become defective and it was got replaced on 16.09.2009. Except this, the vehicle was in good condition until it was taken for second service on 20.02.2010 from my possession.
1. As already stated the vehicle was taken to your service station at Pathadippalam on 20.02.2010 for second service. It was painful to notice that after the second service the vehicle lost its smoothness in driving and started making persistent irritating sound while driving. It appears as if the sound is coming at or near the gearbox. That apart due to the negligent and careless handling of the vehicle a noticeable scratch is caused on the inner, back right hand door and a dent on the bonnet. This was brought to the notice of your service personnel immediately and the dent was cleared however, the complaint regarding sound as well as the scratch remained unattended or rather left without any repair. Your service personnel on my complaints took the vehicle to the service centre on more than 5 times but the vehicle was returned without curing the defects complained of.
2. Being aggrieved, I had personally taken the vehicle to your service station at Edappally as well as at Kaloor Stadium when Sai Service was celebrating its Silver Jubilee. At Edappally, I had appraised the complaints to your service advisor directly. However that did not bring any effective output.
3. Subsequently, I have had talk with senior officers in service sector regarding the complaint for a number of times. However, no steps had been taken so far to attend my complaints effectively. It may be noted that the complaints of noise had been directly shown to a few of your staffs at Pathadippalam and Edappally. You may appreciate that the complaint, which arose on second service of the vehicle, remained un-redressed for more than four months without any justification. It may also be noted that the due to the defect in programming the central locking system as well as the remote locking system there is malfunctioning of the same. The vehicle often makes panic alarm at parking lots creating a lot of trouble. Due to this, I could not park the vehicle in the High Court premises, which you know is a silence zone. The entire incidents speak in volume the lack of in experienced and totally irresponsible hands in your service sector as well as customer care.
4. You may please note that the above-referred complaints of my vehicle arose from your service station only due to the negligent and careless manner in which it has been attended. It goes without saying that the deficiency in service is apparent. Your service personnel could not even diagnose whether it is a manufacturing defect or a curable complaint. I have patiently waited for months together hoping that the complaints will be undone effectively without any further delay. Now I realize that without informing the higher officials nothing is going to happen.
5. I say that there is total deficiency of service from your part. I have been put to great mental agony, which cannot be compensated in terms of money. If the defect/complaints caused due to the negligent and careless act of your staffs remains unattended, I will be constrained to take necessary legal actions at your risk as to cost and consequences thereof. I may also be reporting this to the manufacturer Maruti Suzuki and if necessary initiate legal actions against the manufacturer.
6. You are therefore directed to make necessary arrangements to undo all my complaints mentioned above forthwith, otherwise I will be constrained to move appropriate forum for redressing my grievance, of course at your risk as to cost and consequences thereof.


Yours faithfully



M.M.DEEPA