Send Mail Dated : Thu 20-02-2014 4:01 PM To : ['contact@maruti.co.in'; 'crm@maruti.co.in'; 'Prashant.Sakhare@maruti.co.in'; Pankaj.Narula@maruti.co.in; 'director@core.nic.in','popular.amd.wgm@marutidealers.com'; 'popular.amd.ceo@marutidealers.com']
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As per discussion with Mr.Jainal Shah, Hydro Static lock occurred due to water in the engine. When I asked how water comes in engine, because there was no rain or water logged since many months, so he replied it may be in engine since long. I had sent my car in service at Maruti Authorized dealer Popular Wheelers on 20.12.2013, then there is question as per Maruti Standard Service Checklist doesn’t include engine checking? As well as they had changed oil in engine so was this happen while changing oil or washing car in service?

I have doubt that till now all the free and paid service done at Maruti Authorized Dealer was done as per the Standard or not? I want all that service reports so that I can cross check all the standard have been maintained or not while service, this I will get checked with the help of third party. Even I would request Maruti to get the same thing check whether Dealer have maintained the Standards or not.

But main thing while the engine was opened and dismantled by Dealers technician in presence of Mr.Jainal and myself at Popular Workshop, that time there was no water present in engine.

When I went to Workshop for the meeting with Mr.Jainal and Popular CEO with Popular Technicians that time, Mr.Jainal had uttered some words which shows he is taking matter personally and intentionally he is doing all this.
His words were “I could have solved this matter myself but you have escalated this matter to my seniors via mail, so now I will see how your work is done.”

Even you can see all the mail communications were done with the CC of concern and higher authority of Maruti and Popular but while replying the reason of the accident Mr.Jainal skipped all of them and mail me personally which you can refer below mail.

This sentence and his behavior shows he have his personal ego in professional matter, but I have nothing to do with this, it is between Maruti and him, I need fair solution because I had trust in Maruti that’s why I have prefer it while buying car. But this mental and financial stress is disturbing me a lot.


Replay From "Maruti Service Engineer" Dated : 20 February 2014 12:51 PM
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"Dear Sir,

The vehicle has been thoroughly inspected by the expert service engineer and found that reason of failure is due to hydro static lock in the vehicle. It cannot be attributed to any abnormality, malfunction or manufacturing defect in the vehicle.

In view of the above, since the damage was not due to manufacturing defect as alleged by you, we regret to inform that we will not be able to attend your vehicle under warranty. You are advised to get the same repaired under normal terms on paid basis.

However, in case you have any clarifications or require any assistance please feel free to contact us at any convenient time.

Regards,
Jainal Shah."

I have Send this Mail to Dated : Monday, February 17, 2014 5:17 PM
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Dear Sirs,

My concern is about Maruti manufacturing and customer satisfaction system.

I purchased Maruti Wagon R, on 30/05/2011 [GJ-1-KJ-6948] from Popular Wheelers (India) Pvt. Ltd Ahmedabad, Gujarat bearing Engine No: 7032334, Chassis No: 256933, It has run for 35940 kilometers. The vehicle has been regularly serviced by Maruti Authorized dealer.

On 14/02/2014 while I was driving at a speed of 30 km/hr approx the car suddenly stopped with noise. I contacted Popular Wheelers who is the authorized dealer for Maruti, they sent technician who did basic inspection and towed away the car to service center of M/S Popular Wheelers (India) Pvt. Ltd. (Isanpur branch), Ahmedabad, Gujarat. He informed that they need to inspect the vehicle at the workshop and that I should call them next day to know the status and problem. When I contacted them on next day they informed me that there was a problem with the starter assembly and I also asked them to go ahead and rectify the same. Thereafter they again called me and informed that there was no problem with starter but the the engine is broken from inside and they it needs to be opened and repaired. They were unable to give any explanation as to what was the reason for such an abnormal malfunction and what had caused the damage to engine. They are saying that detail of damages will be known after the opening of engine, and are asking for the charges for the replacement and repair of engine, without providing the estimate and reason for the abnormal breakdown and damage to my vehicle. On the face of it is very clear that the damage is only due to substandard /poor quality of engine parts and engine block. My vehicle is barely out of warranty based on time but yet within the limit of mileage covered under warranty. In view of the situation it would be only fair that the problem should be rectified as it would have during warranty and should be borne by the Manufacturer.