This is in reference to the problem I am facing (ordeal I am going through) since I bought a Tata Indica DLS (DL 3C AC 3790). The after sales services are really bad and worst part is that nobody seems to care about such things. Please go through the below mentioned points (please read and understand every word of it as I have spent lot of my precious time explaining my frustration) which would give you an insight of the after sales service (or the lack of it) provided to your Tata Motors customers.
I bought my car in March 05 from Sanya Motors, New Delhi. I was told that I can go to any Tata Motors service center for first four free (I do not know why they are called free service) services. I approached Auto Link Motors service center, Vasant Kunj, New Delhi for my first FREE service and the experience was a disaster from the word go.
First Service - I entered the service center and asked the lady at the reception to guide me about the process I am supposed to follow to get my vehicle serviced. I was directed to go out and look for a guy. He was there busy handling others. I waited for almost 45 minutes before he looked at me. I was again told to wait for 1 MINUTE and all this was happening out in open in summer weather of Delhi. It took me more than two hours to get my vehicle registered for the service and the similar experience was created for me when the vehicle was handed over to me after service in the evening rather night.
Second Service – I had to ask one of my colleagues to make my experience better this time in Autolink (as if I am approaching a government department and need some PULL & PUSH to get the work done). This time the information was not passed to the lady at the reception by the guy who was supposed help me and my vehicle was not booked for the service that day. I pleaded and finally after 1 hour of wait things started rolling. I gave my vehicle in the able hands of Mr. Rathor of Autolink and left for Mumbai thinking that my driver will get the delivery in the evening. My driver waited for an hour in the evening but the vehicle was not given to him as it was not ready. My driver approached them next day and got a heart attack to see a dent in the right side of the car. I spent almost 45 minutes and lot of my hard earned money on phone to explain that this dent was not there while giving car for the service and they need to repair it before giving the car back to me and VOILA ….It was not done. I was told to leave my car for another day if I want the job to be done. So, my driver left with the car with dent and a remark written in the service book that it will be done next time.
Third Service – I received number of calls from Sanya Motors, Mayapuri, Delhi service center that I should try their services and I fell for it. BIG MISTAKE AGAIN. I mentioned all the points on a piece of paper, which were required to be taken care of by the service center. Car delivered after service but performance of the car, not satisfactory. I got a call from Sanya Motors to know if my car was running fine and told them the situation. They asked me to give the car back to them for second “attempt”. Nothing happened and problems increased. I accepted it as my fate and resolved not to suggest this car to anybody else.
Forth Service – My car started behaving like an old lady on the road and I started cursing myself for the decision to buy the INDIAN CAR (INDICA). After an assurance given by Mr. Devender of Vivek Motors, Delhi (only nice guy in my entire Tata Motors experience so far) an ex employee of Sanya Motors, he took a test ride of my car and said that my apprehensions about the problems in my car were real and I should get the things rectified. I decided to go for my fourth service and again opted for Sanya Motors, Mayapuri. I gave my car to Sanya Motors on 10th May 06 with the list of 14 problems in car to Mr. Manmeet, workshop Manager. I also spoke to Mr. Sanjeev Sharma (GM) of the service center on phone since he was OFF on weekday and explained the problems I was facing. I was told to collect my car next day on 11th May 06 which is today. I did not receive any call from service center till 3 o’clock in the afternoon so I spoke to Mr. Manmeet and asked him about the status of my car. I was told to wait for 10 minutes for the same. I received a call after half an hour telling me that they are still working on it and probably I would get the delivery next day. I fretted and fumed but all in vain. Then I spoke to Mr. Sanjeev Sharma (GM) on phone and “lo” he came out with the golden words “I AM AT THE RECEIVING END OTHERWISE I WOULD TOLD YOU)”. No calls or information from service center after that.
This is it. I can not take it anymore I need somebody to LISTEN to us POOR CUSTOMERS. PLEASE do something.
Owner of Tata Indica DLS (DL 3C AC 3790)
Mobile no - +919910106106