Mr RC Bhargava
Chairman
Head Office
Maruti Suzuki India Ltd
Nelson Mandela Rd
Vasant Kunj
New Delhi 110070

Mr. Shinzo Nakanishi
Managing Director and CEO
Head Office
Maruti Suzuki India Ltd
Nelson Mandela Rd
Vasant Kunj
New Delhi 110070


POOR SERVICE PROVIDED BY MARUTI


1. I am Lt Col NS Sangha from Indian Army posted in Pune.

2. My car Maruti 800 chasis No 2168021 Regn No PB65A 9661 had developed a problem with the AC as it was not cooling properly. Accordingly I sent it to MARUTI CARE POINT, BEHIND ST STAND SHIVAJI NAGAR PUNE-5, which is an Authorised Service Centre. The sequence of my ordeal is given below.

3. FIRST VISIT. The service centre said that the gas needs to be refilled so it was done and the car came back. Next day the cooling had stopped again.

4. SECOND VISIT. The car was again sent. This time the AC compressor was declared faulty and changed. The cooling did not improve. Now the AC condensor was declared faulty and changed. The car was declared okay and returned. This had taken more than a week. Within two days the cooling had stopped again.

5. THIRD VISIT .The car was sent again. The service centre was unable to locate the fault. After keeping the car for five days they said that AC cooling coil is faulty so it was changed. The car came back after
2

one week and to my horror the dash board had been very poorly fitted. It was loose and rattling, the music system was half fit and a portion of it broken, the watch was not fit properly, the glove box was not closing and certain fittings were missing.

6. FOURTH VISIT. I spoke to the service centre and since the fittings were not proper the car was sent again. However, it came back without any improvement. The AC worked for two days and thereafter the cooling stopped again.

7. All this had taken almost the entire month of Aug. I had been managing without a car for so long. The harrassment and inconvenience caused to me is unthinkable. I am amazed at the quality of work done. Today I feel ashamed to think that I own a Maruti.

8. Ultimately, I sent a mail to Maruti Head Office and Regional Office. I tried to speak to the Head office but could not because nobody ever picked up the call. Finally, I got through to the Regional Office in Pune and Mr Ranveer Singh Kalra promised to take action.

9. Thereafter I was told to take the car to Sai Service, Pune where certain fittings were done. However, nothing was done about the AC. Mr Kalra promised that the Engineer from Sanden would look into the matter but it is yet to see the light of the day.

10. Finally after getting frustrated I got the AC repaired from a local workshop and it is working fine. It is surprising that Maruti could not rectify the fault which a local workshop has done.

11. Till now I have not recd any reply/mail from Maruti regarding my complaint which was lodged on 28 Aug 10.

12. Sir, may I request you to look into the matter and take action as deemed fit by you. My outstanding dues would be cleared on hearing from you.


Yours sincerely,




(NS Sangha)
Lt Col
9975989385
Copy To :-

Maruti Suzuki India Ltd - For information please.
Regional Office
7th Floor, North Block
Sacred World
Wanowarie
Pune - 411040