| Address: | Ghaziabad, Uttar Pradesh, 201001 |
| Website: | www.crystalrenault.com |
Hi,
I purchased a Renault Duster (85 PS, Explore Edition) from Crystal Automobiles, Ghaziabad in March 2016. Right from the day of purchase, I am not satisfied with the service level of the dealer who operates the workshop as well.
Ignoring the issues faced after purchase, I would like to currently share the ordeal I have gone through upon getting the car repaired after a minor accident. The repair required was replacement of the rear door and right side tail light.
Firstly, the car was delivered in 16 days for carrying out a job which needs to be completed in 2-3 days. That too, after a rigorous follow up and waiting for 3 days to get the car returned after the work was completed.
The chronological history of harassment is as follows:
4th Jan: The car is handed over to the workshop and it is committed by the Service Advisor cum Body Shop Manager that the car will be handed over repairs by 9th Jan.
6th Jan: After the completion of 48 hours and non-receipt of any update on the insurance surveyor’s visit/outcome, a follow up was made to Service Advisor cum Body Shop Manager and it was informed that the survey has been done and the surveyor has approved the replacement of the rear door and right side tail light. Upon asking for the availability of the spare parts required, it was informed that all the parts required are readily available and repairs will be carried out on time.
8th Jan: Again after non-receipt of any update from the workshop / insurance agency, a follow up was made to GM Service, and it was informed that the approval has come and repairs are underway.
10th Jan: After the completion of committed delivery date, a follow up was again made to both body shop manager as well as GM Service and it was told that the workshop is being transferred to a new location and hence there is a delay and the car will be delivered by 12th Jan. This created a panic for us and upon visiting the new location where the car was being repaired, it came to notice that instead of replacing the rear door, it was being repaired by carrying out the denting and painting. I need an explanation for this lie that if the part was being repaired, why it was being projected that it is being replaced. This raises a question on the integrity of the officials and the unethical approach of the workshop management.
11th to 16th Jan: The issue was informed to GM Service as well as the CEO and daily follow ups were made twice daily with all the concerned officials but none of them was able to commit the actual date of delivery.
17th Jan: As a result of our rigorous follow up and several visits, an update was received that the car is ready after repair but the insurance agency’s post repair visit is pending.
19th Jan: After waiting for 2 complete days, and receiving numerous false commitments to get an update for delivery, I decided to visit the workshop at the new location and upon reaching there, it was known that the insurance agency has not conducted the post repair visit yet. After waiting for approx. 3 hours, an estimate was informally received from the insurance provider and finally the car was ready for delivery. As an icing on the cake of my harassment procedure, the card swiping machine was not working and I had to pay in cash (in this era of cashless transactions especially after demonetization) and got the car back after 16 days.
My complaint is as under:
1. Why did the workshop accept the car when they themselves were under relocation?
2. Why did I not receive regular updates after handing over the car?
3. Why did the workshop officials told a lie that the parts will be replaced whereas they were getting them repaired? What was the intention for such behavior?
4. Even after complaining the issue to the highest level at M/s Crystal Automobiles, the service level was not improved. Do they think that they are enjoying the monopoly for selling the Renault cars in Ghaziabad region and no one can ever complain against the services rendered by them?
5. The car is less than a year old and the insurance was provided by M/s Crystal Automobiles only. Why do they sell insurance of such companies (Reliance in this case) which do not provide services to their customers?
6. Even after repeated reminders to also replace the front and rear wipers along with the current repair, it was not done due to want of the spare parts. Why does the Renault company provide enough spare parts and especially the regular and critical consumables such as wipers which are needed to drive the car?
Was this information helpful?
Post your Comment