The Managing Director
Maruti Suzuki India Limited
Kolkata
14th August, 2008

Dear Sir,

I write to you finally after debating for nearly three weeks now, after an experience (related to your product), which has left me confounded and conviction of a behavior, which with a strange finality in attitude seems to loudly proclaim - ‘we are like that only…’

My first car was a fiat from which I switched over to a Maruti 800 in 2002, when my experience of the purchase of the car was smooth and quick. Six years later i.e. in July 2008 when I decided to go in for a new car, my first and only choice was another Maruti. On 20th July, based on an advertisement, we (my husband and I) contacted your dealer in Kolkata – Auto Hi Tech Pvt.Ltd, to enquire about the options and the exchange offer on Alto. Our call was handled by one of the service personnel, Ranabir Bose.

The initial response was quick and courteous - the salesperson had inspected our car and wanted us to bring it to the showroom for valuation. On 20th July, we visited Auto Hi Tech Pvt Ltd , 97A Dr Meghnad Saha Sarani, Kolkata 29 and satisfied with the price and the offer, we left our ‘dear’ old car and a booking amount of Rs. 10,000/- (receipt no. 21445 dated 20.7.08, for an Alto Lxi, which incidentally was enchased within 2 days.. The salespersons handling our sales are Souvik Roy and Mr, Debjit Nag.

Today in 17th August, we are still waiting to drive the Silky Silver Alto! Our experience has been one – an ‘Indian’ ( or is it ‘Kolkatan?) experience and has left me asking if my faith on customer service and Indian values is a myth – doubts about my pride in being Indian who carries and displays deep-set values of respect for time, commitment and value of words.

The attitude of the dealers is one of ‘not being bothered’ at all. My mobile bill for calls to Auto hi tech and its personnel is 34 calls, 11 trips to the bank and series of disappointments, frustration, amazement, anger and finally discovering a new meaning of ‘tolerance, restraint and forbearance’.

We were informed that two conditions would ensure Quick delivery of the car within 3 days. Down payment and payment made through Demand Draft. We got into action to pull together the requisite amount through several sources started. On our request, we received in writing details about the break up of payment etc. On 24th July a mail was received from customercare@authohitech giving details of the D/D to be made (see attachment) We got the D/D ready on 2nd August and now excited at the prospect of driving a new car soon.

On 4th August, we visited the showroom to take sign the formalities and ‘take delivery of our car. We were informed that due to an error (on part of Auto Hi Tech) the D/D for insurance had to be cancelled and we need to arrange for fresh D/D as the name was incomplete in the mail sent by Auto Hi Tech (instead of National Insurance – it had to be National Insurance Co. Limited!). They also informed that registration and few other formalities would take one more day. On 5th, I sought permission from my workplace and visited my bank to cancel the D/D, which was a long drawn process. A cheque was issued in its place.

Strangely after this, communication with your agents became difficult: calls were not answered or it was non-committal or animated assurances. Two days later, we were informed that the two other D/D were also ‘wrong’ and had to be cancelled and re-made.
Auto Hi Tech had sent a mail with incomplete details.

Incidentally, last month has been one of the busiest for both of us at workplace. Inspite of this, I made several calls to my banker to enquire about the formalities for cancellation and reissue. It was long drawn and would require my physical presence for many hours. By now our patience was truly at test. Next day, on asking the sales person to return the D/D, we were told that they had ‘managed’ to deposit and encash the D/D. (Note that every time, it was ‘we’ who had to made calls to follow up and check about the deliver).

On 8th August, evening the car was delivered to us late evening – but without any accessories and without the Insurance papers! No booklet or service papers have been given till date. We also got a call from the Insurance office, warning us that if we attempted to drive the car, it would be at our risk! About the accessories, the sales person denied that it was part the deal and then on checking with his senior and when we showed him the paper in writing, the stance was changed. We were assured that accessories would be delivered the next day along with the Insurance papers. Silence followed after this!

Again follow up, frustrated calls and now we were told that no one from the dealer could come with the accessories and we will have to take the car to the show room for accessories. The showroom was closed for 15 August and on 16th August – lot of people were on ‘leave’ and hence there was “no one in the showroom” to attend to us!! Today is Sunday – accessories department is not operational we are told!!

The wait is continuing – I am learning to handle the calls from customer care where a sweet voice asks me: Madam, you have purchased an Alto – how is the car performing – how is experience??!! I am learning answer such calls with patience!

Sir - this is a wake up call, being sent after a long wait and hoping for your response!

SUBHASHREE CHANDER
H-31/C, Baishnabghata Patuli Township
Kolkata – 700 094
(M) 9903975938

I have owned others cars and the free services offered by car manufacturer used to be FREE. I do not remember paying for oil separately. Can any one confirm if this is the case only for Maruti ?

Swapna Mallya