Hyundai Motor India — Grievance and Complaint related to Service of i10 Car (Regn No. DL3CBP4167, VIN No. MALAM51CLAM720057) done on 2-Jun-15 [Car Damaged During Service]

Address: New Delhi, Delhi

Date : 25-Jun-2015 To, The Service Head, Hyundai Workshop cum Showroom, Mathura Road, New Delhi. Subject: Grievance and Complaint related to Service of i10 Car (Regn No. DL3CBP4167, VIN No. MALAM51CLAM720057) done on 2-Jun-15 [Car Damaged During Service] Dear Sir, I am your 12 years old customer and have recommended your cars to my friends, colleagues and relations. I have purchased multiple cars like Santro, Sonata, Accent, i-10. This is to inform you that I had brought my i10 car for service on 2-Jun-2015 in your workshop cum showroom on 2-Jun-2015. When I had brought the car at the service centre on 2-June-2015, the car was in quite a good condition as I had got it serviced regularly at the desired frequency from the company showroom and service centre. I myself drive the car and no one else drive the car. I maintain it perfectly and the current mileage is around 25000 KMs. The work on my car was carried out by your supervisor Mr. Rajesh (Mobile Number [protected]). When I had called up your Mr. Rajesh to find out whether the car was ready, I was told that the car is ready and that I can come and pick it up. When I came to pick the car, Mr. Rajesh told me that all the work is complete and that I can make the payment and take the car. After making the payment, I drove the car. As soon as I came outside the gate of the service centre, there was a hard rumbling sound that came from the front of the car from the side adjacent to the driver seat. I immediately called up Mr. Rajesh when he was just leaving the Service Centre. I told him that lot of noise is coming on driving the car and that the noise was not there earlier. He told me that the rumbling noise was there earlier (before the car was brought to the service centre on 2-Jun-2015) and that I might not have noticed it and that this noise will come on a imperfect patchy road and no noise will come on the plain road. He told me that it is not at all a serious problem and that there is an issue with the "Link Rod" which needs to be changed. Myself totally unconvinced as the noise was very much coming on the plain road as well, I had no choice but to take the car as I had made the payment and the car was already outside the service centre. I was literally quite upset as that loud noise was not there at the time when I had given the car for service on 2-June-2015. The evidence that I can give in support of this is that I did not tell any such noise related problem when your Mr. Rajesh asked me about the problems in the car at the time of writing the Service Job Order. I was astonished as your Mr. Rajesh did not even inform me that there is a problem in the LINK ROD before I made the payment and took the car outside the service centre. On the contrary, he told me that the car is ready and all work is completed. On informing him about the loud noise, he said that there is nothing to worry about it even if we don't do anything about it. Highly dissatisfied and turned down by your Mr. Rajesh, I took half day leave from my office on 3-Jun-2015 first half and met your customer service manager (Mr. S.K. Anuragi - Mobile [protected], E-Mail id - [protected]@hmil.net). As soon as I reported him the problem, he asked one of his senior and experienced technician to do a test drive of my car with me. During the test drive, I asked this experienced technician whether the noise was coming during driving on plain road and whether it was not that audible for me to ignore. He was quick to confirm that the noise was very audible and that it can't be ignored and that loud noise was coming on plain road as well. When this technician completed the drive test, your Mr. S. K. Anuragi went for lunch and we had no option but to wait. After he returned back after half an hour, I updated him the status of test drive and I again reaffirmed to him that this kind of loud noise was not present before I had brought the car to the service centre on 2-Jun-2015. He refused to accept this and told me that the noise would not have been coming earlier because of mud deposits accumulated. I then questioned him why your Mr. Rajesh then did not tell me about this noise when I came to take the car. For this he could not give me a satisfactory response neither he was apologetic for the same. On the contrary he tried to justify that there were reasons for not telling about this noise problem at the time of car pick up or before. He told me that it is a normal wear and tear problem and that I can get it fixed by paying extra. I asked him that he should not charge me anything extra for fixing this problem as the problem was not present in the car before it was brought to the service centre on 2-Jun-2015. He told me that he is not like other car dealers and service providers who do such things for free. In brief your customer service manager (Mr. S.K. Anuragi) did not show even an iota of customer orientation. I went through mental trauma and left the showroom and parked the car at home (that is 8 Kms from your Service Centre) and left for my office in Taxi on that day. May be there will be surely some more customers who might be experiencing similar pain and mental trauma in getting their cars serviced from your service centre. Your Mr Rajesh and your customer service manager (Mr. S.K. Anuragi) have decided to destroy the brand image established worldwide after astronomical efforts put in by you and your team. From the above facts it is obvious and clear that my car was damaged by your service team as a result of which it started giving loud noise. Since your people refused to take the responsibility of its damage, I had to get it done from outside for which I had to spend Rs. 10, 000/- in its repair and used Taxi for going to the office for 2 days. Keeping in view the prestige of your company, I am sure that you will reimburse me this money immediately. Best Regards, Manoj Agarwal E-Mail: [protected]@hotmail.com