I bought a Maruti Estem VXI on the 7th of February 2005.It came with a shock absorber problem .Within two months of its purchase the rear shock absorbers have been replaced by the Company 3 times ( excluding the ones that came with the car).I was informed by the Garage service Head that this was a common problem with the Esteems.
I wrote to the MD and Advisor Engineering(AE) and followed up with remindrs ( including calling up their respective offices and reminding their Secretaries Mr Kalra and Mr Nair ) to change the vehicle .Not one letter was acknowledged or a call returned.However after 5 months an engineer ( Mr Ganguly)from their Central Office called on me and after inspecting the car called me over the phone and certified my vehicle as "OK!!".He also informed that the problem had been due to --"an assembly line fault and since the local service persons at Dewars Garage,Kolkata could not ascertain this they went on changing the struts".
I asked for a writtren report from him which is still pending . A few days ago ,after I called the office of the AE ,Mr Ganguly responded and said that he is sending a report which is still forthcoming..We have also called the offices of the MD and AE with no response. I suppose Maruti may not like to put down in writing what their Service person confirmed regarding their poor quality inspection systems .
If there was an initial quality /assembly line problem in the car then should not the Company replace the car ? Any other car manufacturer anywhere in the world would have done so.This lack of quality in a vehicle amounts reflects extremely poorly not only on the on the Marutis quality /inspection systems but amounts to ,in my opinion, criminal negligence.What if the poor qulaity involved a critical component of a car resulting in a fatal accident?
The only saving grace for the Company is that in the latter case the driver would not be alive to lodge a complaint!