Tata Motors — Breakdown of my car on the road due to poor service by Lakshmi Tata Motors, OMR, Chennai

Address: Lakshmi Tata, Okkiam Thoraipakkam, OMR, Chennai 600097

We had serviced our 10+ years old Tata Manza car at the Lakshmi Tata Motors, OMR, Chennai on 21st Oct 2020. TN07 BF5578

The car broke down in the middle of the road on 4th Feb 2021, I had got it towed to the Lakshmi Tata Motors service center on the same day. We had been told that both our shafts were damaged due to breakage of the engine bolts and bed. Cost of spare parts - 2 shafts alone worked out to 31, 000 and total service quoted on 8th Feb 2021 was 41, 351 where the cost of engine bed alone was only 3440 including labor.

We had raised a complaint with the Tata Motors Customer Care (#[protected] on 5th Feb 2021 asking for ownership from the dealership as if this engine bed and bolts were replaced during our service on 21st Oct 2020, it would have costed us only 3440 as mentioned above and also not resulted in damage to the 2 shafts whose spare parts cost alone is 31, 000. Also this would have prevented the car breaking down in the middle of the road when we were travelling along with our kid.

From 8th Feb, we have been following up with the Tata Motors Customer Care to get response from the Dealership regarding their ownership on this issue. Since we didn't get a positive response for the ownership from the Tata Customer Care Manager - Mr.Prabu and Dealership GM - Mr. Kirubakaran, we took it to the Tata Motors Regional Head South Zone2 - Mr. Thirumal Marugan post which also the case is still open for more than 5+ months.

During this time we had to undergo lot of hardship without our car for our house shifting and other needs. Because o[censored]sing public transport our entire family got infected with Covid in Apr'2021 and had to suffer a lot with our kid.

We have been trying to get this resolved within Tata Motors and hence tried to reach out to the Head Office to get India Customer Care Head contact details, but till date we have not been given the contact details of Tata Motors Customer Care Head (India) and the landline contact numbers given were ringing with no answer.

In July'21 again we re-initiated this conversation as our car was left with Sri Lakshmi Tata Motors service center for all these days. We have also requested the GM, Mr. Kirubakaran for the MD contact details of Lakshmi Tata Motors to bring it to a closure, but still awaiting for a response from him.

We were offered 1200/- discount on labor and 4000/- discount on spare parts by the dealership GM. Same was forwarded by the Tata Motors Customer Care Manager Mr. Prabu, Regional Head Mr. Thirumal Marugan and Mr. Nilesh Gupte who handles national level position.

Being a loyal Tata Motors Customer for 11 long years and doing all our services only with the Authorized Tata Dealerships, we expected ownership and accountability from the dealer for the negligent service provided due to which the car broke down. We had always gone with Tata Dealership service recommendations to ensure smooth running of the car in all our prior services.

If the weak engine bed and bolts were changed during the service (on 21st Oct 2020) this issue would have never occurred. Service is a preventive measure and should focus on checking the quality of all spare parts and replacing when necessary.
We have requested for the Customer Care to give us an SLA and escalation matrix for resolving this issue amicable at the earliest. They again forwarded only to the Regional Level which is open from Feb'2021. Again when we contacted Mr. Thirumal at the Regional level and Mr. Nilesh who handles national level position, we were told that no further intervention from their head office is required and asked us to deal with the dealership.

We require the dealership to take ownership and accountability for the shafts.

We were receiving email requests for approval to proceed with our car service from Mr. Tenni Roy, Service Manager, Lakshmi Tata Motors till 27th Mar 2021 and after reopening this issue with Tata Customer Care by us in July 2021 without taking any ownership and accountability which we requested for.

Looking forward to your assistance to get this issue resolved at the earliest since our car is lying unused with the dealership for close to 6 months now.