Dear Sir/ Madam,

While doing A/C servicing of my car 800 DX during June-2010, stepney of my car was exchanged by Ratan Motors (Maruti Suzuki dealer in Govandi) with the stepney of Alto (most probably) car. Recently, due to puncture of one tyre, when I wanted to replace it, I could realise the same.

I brought the matter to the notice of Maruti Suzuki for appropriate solution. But my
repeated e-mail correspondences with Maruti Suzuki and telephonic correspondence as well as visit in person with Spectra Motors (New dealer in Chembur in place of Ratan Motors) remained futile to conclude the issue. Spectra Motors have expressed their inability to resolve the problem through a meaningless letter dated 23.2.2011.

The e-mail correspondences with Maruti Suzuki are reproduced below for your ready reference.

With this, I earnestly appeal to you to please look into the matter and take it up to the appropriate authority for a favourable solution at the earliest.


With thanks and regards,
Sushil Kumar Garai, 12 A, ALMORA, Anushaktinagar, Mumbai-94
Mobile: 0********53, 022 25527237 (R), 25595406 (O)
Car No.MH-04-AY-9533



RE: Stepney Exchange CRM:0032000016200
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from ATM Queue
to Sushil Kumar Garai
date Sun, Feb 13, 2011 at 5:01 PM
subject RE: Stepney Exchange CRM:0032000016200
hide details Feb 13
Dear Mr. Garai,

Thank you for your email.

We regret the inconvenience caused to you and are immediately forwarding your issue (Case Number: ********39) to the concerned department. You will hear from us soon.

Please feel free to revert in case of any query or clarification.

Regards,
ANY TIME MARUTI
(Call- ********20 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please Visit us at
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From: sushilgarai@gmail.com
Received: 2/11/2011 7:56 PM
To: ATM Queue
Subject: Stepney Exchange

Dear Sir/ Madam,

My brand new stepney of 800 DX has been exchanged (may be by mistake) by Ratan Motors, Govandi while servicing my car with the brand new Stephine of Alto. A few days back when the need arose due to puncture of one tyre, I could realise the same.

Could you please advice me the necessary action on it on priority?

Thanking you,
With regards,
Sushil Kumar Garai, 12 A, ALMORA, Anushaktinagar, Mumbai-94
Mobile: 0********53, 022 25527237 (R)
Car No.MH-04-AY-9533

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Sushil Kumar Garai to ATM
show details Feb 16 (12 days ago)
Dear Sir/Madam,
My Case Number: ********39 is yet to be resolved and hence I am not able to use my car which is risky. I beleive Maruti will do needful at the earliest to maintain its reputation.

Regards,

Sushil Kumar Garai
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ATM Queue to me
show details Feb 17 (11 days ago)
Dear Mr. Garai,

Thank you for visiting our website.

We are aware of your value as our customer and we would like to assure you that we will try our best to resolve your issue.

We wish to inform you that we have already forwarded your issue to the concerned department. We appreciate your co-operation in this matter and thank you for your patience.

Regards,

ANY TIME MARUTI
(Call- ********20 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please visit us at http://www.marutisuzuki.com
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From: Sushil Kumar Garai
Received: 2/16/2011 2:32 PM
To: ATM Queue
Subject: Re: Stepney Exchange CRM:0032000016200
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Sushil Kumar Garai to skgarai, sushilgarai
show details Feb 22 (6 days ago)
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Sushil Kumar Garai to ATM
show details Feb 22 (6 days ago)
Dear Sir/Madam,

The matter is neither yet solved nor I could contact any of the Maruti officials on the following numbers e,g,022-42577499/26590478/0165/0286'/0290. All these numbers announce the recorded message during all 24 hrs and finally one cannot reach to any of the Maruti officials. If Maruti is really concerned about their customers, I feel they should reach to its customers. In todays fast life who has so much time to continuously be after every small and trivial issues. Naturally customers will opt for alternate paths i.e. to switch over from their decades old Maruti to other service friendly car manufacturers.

I donot know what are the governing criteria Maruti has adopted in selecting its dealers.Among others I definitely feel that accessibility, approach roads to dealers' premises, time taken to dispose of the issues of the customers, clarity in decision and hospitality etc. should also be some of the considerations. I am a senior officer in BARC and I know hundreds of BARC officers who are using Maruti cars. It is obvious that the augmentation of customers pool is like chain reactions and dependent on the feedbaks from the existing customers.

In my case, I had lot of trust on Maruti and from the day one when I bought the car from Maruti/ Ratan Motors I never opted getting even the smallest job done from any other agency than Ratan Motors. If Maruti has changed its dealer definitely it should have been better one and not the worse.

With this, I sincerely request that this message may kindly be passed to the appropriate policy making authority of Maruti. I will be highly obliged if I can really reach to any of the Maruti officials soon.

With thanks and regards,

SUSHIL KUMAR GARAI
022-25595406 (O) - 1000 to 1800 hrs, 0********53 except office hours, 022-25527237 (R)
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ATM Queue to me
show details Feb 23 (6 days ago)
Dear Mr. Garai,

Thank you for visiting our website.

We regret the inconvenience caused to you.

We wish to inform you that again we are forwarding your issue to the concerned department with complaint reference no.52********. We appreciate your co-operation in this matter and thank you for your patience.

Please feel free to revert in case of any query or clarification.

Regards,

ANY TIME MARUTI
(Call- ********20 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please visit us at


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From: Sushil Kumar Garai
Received: 2/22/2011 1:09 PM
To: ATM Queue
Subject: Re: Re: Stepney Exchange CRM:0032000016200

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