मीडिया खबर का असर, मारुती ने मांगी माफी


बड़ी–बड़ी कम्पनियाँ बड़े–बड़े दावे करती है. ग्राहक को लुभाने के लिए तरह–तरह के वायदे करती है. लेकिन एक बार जैसे ही ग्राहक उनके चंगुल में फंस कर भुगतान कर देता है तब कंपनियों का पूरा व्यवहार ही बदल जाता है. फिर ग्राहकों से वे ऐसे सुलूक करते हैं जैसे कि वे उनके गुलाम हो.

ग्राहक लाख चिल्लाता रहे, उनके कान पर जू तक नहीं रेंगता. अपनी अंटी में पैसे डाल वे कुम्भकर्णी नींद में सो जाते है और ग्राहक बेचारा अपने आप को ठगा सा महसूस करता है. यहाँ आकर ‘कस्टमर इज किंग’ की परिभाषा बदलकर ‘कस्टमर इज बेगर’ में तब्दील हो जाती है.

ऐसा ही कुछ एक ग्राहक अजय के साथ हुआ जब उन्होंने मारुती कार (आल्टो – एलएक्सआई) की खरीददारी के लिए पूरे पैसे का एकमुश्त भुगतान कर दिया. लेकिन जब कार देने की बारी आयी तब मारुती के आधिकारिक डीलर टी आर साहनी मोटर्स प्राइवेट लिमिटेड ने कार डिलीवर नहीं किया. उल्टे उल – जुलूल बातें करने लगे और ग्राहक के बार – बार पूछने के बाद टालमटोल और नज़रअंदाज करने की रणनीति पर चलने लग गए.

मारुती कार डीलर के रवैये से खफा होकर अजय ने मारुती में भी शिकायत दर्ज करवायी जिसका परिणाम शून्य रहा. वहां भी सेटिंग – गेटिंग से मामले को खत्म करने की कोशिश की गयी. अंततः ग्राहक ने मीडिया में जाने का निर्णय किया और इस संबंध में प्रेस रिलीज द्वारा प्रिंट और इलेक्ट्रॉनिक मीडिया को सूचित किया.

पर उम्मीद के मुताबिक मेनस्ट्रीम मीडिया ने इस खबर की कोई सुध नहीं ली. लेकिन ख़बरों की खबर – मीडिया खबर (अंग्रेजी) पर इस खबर को प्रमुखता से प्रकाशित किया गया. उसके बाद मारुती के अधिकारी हरकत में आए और मामले को सुलझाने के लिए अजय कुमार के पास ताबड़तोड़ फोन आने लग गए.

मारुती की पहल पर मामला सुलझा और उनकी समझ में आया कि ग्राहक की क्या ताकत होती है. मारुती ने इस बाबत लिखित रूप से माफ़ी मांगी. इसके अलावा टी.आर.साहनी मोटर्स प्राइवेट लिमिटेड के मालिक ने भी फोन करके अजय कुमार से माफ़ी मांगी.

मीडिया खबर की स्टोरी :

trswhneyWhile there is always good talks of customer services in our country please see the pathetic situation of a customer who is trying to purchase a new car from one of the dealers of Maruti , T.R.SAWHNEY MOTORS PVT. LTD. at Indraprastha Metro station in New Delhi. My various phone calls and emails to them and even Maruti have showed no results and added to my frustrations.They said yes to everything till the deal was closed .After they received the D.D. from me they have stopped attending to me.I am mentally harassed as no one is attending is my case and are ignoring me completely. Even after so many days there is no solution in sight while this company is gaining interest keeping the money in their bank account and I am losing from all angles.

Please see the full communication below and publish it in the interest of the customers who suffer like me and go unnoticed : –

From: “ajay kumar singh” Tue, 9 Jul ’13 4:19p
To: “contact@maruti.co.in” and others

Dear All,
It is truly astonishing that inpite of me making so many phone calls and sending emails so many times no one has bothered to call me or reply to my email.This truly shows how a customer is completely ignored.
I was shocked to find , when I callled 18001021800 to follow up on my complaint no. 9434652892, the status showed ” case closed ” without anyone even having the courtesy to call me to address the issue.It seems that there has been a manipulation to close the case . This is absolutely unethical and unprofessional. I have re -registerd the complaint and have been given a fresh complaint no. 569949694 and as usual have been promised an action again . Will Maruti take against the erring dealer and address the problem of the grieving customer ?
Or he has to get tired and take what comes his way.

From: “ajay kumar singh”
Sent: Tue, 09 Jul 2013 00:14:10
To: “contact@maruti.co.in”
Cc: “corp.comm@maruti.co.in”,”hrcontact@maruti.co.in”
From: “ajay kumar singh”
Sent: Tue, 09 Jul 2013 00:11:59
To: “contact@maruti.co.in”
Cc: “corp.comm@maruti.co.in”,”hrcontact@maruti.co.in”

Dear Sirs,
There is a complaint for the services rendered by your office at Indraprastha.I had booked a car ALTO 800 LXI ( CNG ) : Order No. 08C4-32592 .Full payment for Rs.3,88,172/- was made by DD on 05.07.2013 at the showroom.

It was communicated to both Mr.Udit and Mr. Rahul Verma well in advance that the car’s delivery is required definitely on Sunday – 07 July due to a schedule constraint.

– One phone call was received on Sunday at around 11 a.m.stating that the granite grey colour for which the order was placed can not be provided and I should take delivery of only either white or silver colour.

– This was communicated to Mr.Udit and Mr.Kamal Kishore ( GM ) by me by calling them.

– Mr.Devender Pal ( Team Leader ) came to my house on 7th and offered to give a discount of Rs.5000/- if I agreed to take delivery of car of another colour.When I explained to him he reasons for the choice of colour he agreed to find a solution.I suggested a solution that if the showroom arranges a car so that I can commute to my workplace in Gurgaon on 8 July and I would be ready to wait for the delivery of the car for 1-2 days more,eventhough this is not the ideal situation to be in.Mr.Pal took leave and said that he would work out a solution and get back.He never called back even once after he had left. I called him twice and then around 7 p.m. he was anwered that I may be provided a standby vehicle in the second half of the day.However,this does not help as I had to leave my residence at sharp 8 a.m. on Monday – 8 July,2013.

The whole experience is turning out to be very sour and leaving a very bad taste in the mouth .This case needs to be pursued and examined why this happened and I must be compensated for the agony I am going through which has upset my plans.

The seniormost management needs to look at this case and correct the loopholes. An official complaint has been lodged by me ( complaint number 9434652892 ) at Maruti’s customer services.However, even after 24 hours after lodging the complaint no one has had the courtesy to even call me and try to find a solution.SeemsI need to approach my contacts in media to get this pathetic service quality highlighted.

No one from T.R.Sawhney Motors Pvt. Ltd. has called me today to update on the status of the vehicle.

– I paid the full money on 5 July and am losing money everyday.
– I had hired a driver and his salary is on but I have no vehicle which he can drive .
– I started my new job today , without my new car.
– Tomorrrow is my wedding anniversary and I can’t drive my wife in the new car as I promised her.

This attitude of T.R. Sawhney is a BLACK SPOT on Maruti’s brand.
I have stayed in Gulf region for many years and I am going to inform all I can, about the way customer is ill-treated as is happening in my case.
Ajay Kumar Singh
Mobile: +91 – 9560208471


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