I HAVE SANTRO XG WHICH WAS PURCHASED IN SEPT. 2004. IT IS USED AS A SPARE CAR AND HAS RUN ABOUT 32000 KM ONLY. IT IS WELL MAINTAINED WITH REGULAR SERVICING. RECENTLY WE SHIFTED TO MUMBAI AND IDENTIFIED AONE AS A HYUNDAI SERVICE CENTRE CLOSE TO OUR PLACE. tHE ESTIMATE GIVEN FOR THE SERVICE WAS RS 1800. THERE WAS SOME BODY DAMAGE AND THE SERVICE CENTRE CALLED WHY DON'T WE CONSIDER GETTING THE BODY WORK ALSO CARRIED OUT AS THE CAR IS UNDER INSURANCE. WE WERE TOLD THAT THE SERVICE CENTRE WILL DO ALL THE NEEDFUL AND WE HAVE TO PAY ONLY 50% OF THE PLASTIC/RUBBER PARTS. I GAVE MY CONSENT. AFTER A LONG WAIT CAR WAS RECEIVED IN SUCHA SITUATION AS IF IT WAS BROUGHT OUT OF A JUNK YARD.

IT WAS ALSO NOTICED THAT A/C WHICH WAS IN ABSOLUTE PERFECT CONDITION BEFORE THE CAR WAS SENT TO SERVICE STATION WAS NOT WORKING AT THE TIME WHEN CAR WAS DELIVERED. THE MATTER WAS REPORTED AND THE CAR WAS TAKEN BACK AND WAS CLEANED AND A/C ALSO STARTED WORKING. THE BILL WAS ASTONISHINGLY VERY HIGH COMPARED TO WHAT WAS INDICATED. IT WAS APR RS 4600.
BASED ON INDICATING FIGURE IT HAD TO BE RS 1800 + 50% OF THE PLASTIC PARTS. IT WAS COMING TO RS 2500 AND WAS TOLAD TO PAY RS 4000 TO SETTLE. DESPITE THAT I WAS SUPPOSED TO PAY EXTRA THAN THE INDICATED PRICE I PAID RS 4000.

AMAZINGLY NEXT DAT IT WAS NOTICED THAT THE MATS WERE WET AND THER MATTER WAS REPORTED TO AONE SERVICE CENTRE. wE WRE TOLD THAT THE CAR WASHMAN MIGHT HAVE SPILLED WATER WHILE WASHING. HOWEVER, THE SAME THING WAS NOTICED NEXT DAY TOO WHEN THE CAR INTERIORS WERE NOT WASHED. THE MATTER WAS REPORTED AND WERE TOLD THAT IT WILL BE PICKED UP AND NEEDFUL WILL BE DONE. NO ACTION WAS TAKEN DESPITE REPEATED REMINDERS. AFTER HAVING FAILED IN ALL MY EFFORTS THE MATTER WAS REPORTED TO HYUNDAI AND TILLDATE DESPITE REPEATED REMINDERS AS EVIDENT FROM 4 COMPLAINT NOS NO ACTION HAS BEEN TAKEN. THIS HAS CAUSED LOT OF DAMAGE TO CAR INTERIORS AND IS CAR IS NOT IN USABLE CONDITION.

THIS HAS BEEN CAUSING A MENTAL TORTURE BOTH TO ME AND MY WIFE AS THE CAR IS FOR WIFE AND SHE CAN'T USE IT. FURTHERMORE WITH FLOW OF WATER FROM ENGINE THE INTERIORS (SEATS ARE OF PURE LEATHER) ARE GETINNG DAMAGED.
dR.SEHGAL

Below is the email I wrote to the Modi Hyundai authorities this morning to which I haven't got a single reply back or phone call yet. The email is self explanatory and will give readers an idea of the problem I am facing currently.

To Whomsover it may concern,

My name is Nisha Shah. We had given our car, Hundai I 10 for servicing at Modi Motors Agencies Pvt Ltd. Goregaon West. Below are details of my car for reference:

Reg No: MH 01 AL 7844

Name of Owner: Chhaya Ketan Shah


The car went for services on 5/062010 and was picked up by my husband, Mr. Darshal Shah from the centre on 11/06/2010. While picking up the car, a damage was found on the Right bumper at the time of delivery which happened post our giving the car at the centre. With initial refrainment, the centre guys finally agreed that the damage was caused at their end and we were assured that they will have the repairs done at their cost and also provide us the Car Pick up and drop. Attached is the invoice copy for your reference.

We kept our cool and have been waiting for the last 13 days but absolutely no communication from Modi Centre's end.

I just spoke to various people at the service centre, some time before I am drafting this email. Upon calling them, Mr. Dattatraya who is also the same person who has signed on the invoice, informs me that there is a lot of rush at the centre and therefore they cannot give us the pick up or the drop facility and that we were not assured of any such thing. Upon hearing this, I obviously got furious as ultimately we are expected to suffer for a mistake committed at your end.

Mr. Dattatraya felt I was rude to him ( I fail to understand how can you expect a customer to be super sweet to you after the damage and no after-service given) and chose to tell me that I can even speak to some Seniors if I wish to but I will not get what I have been wanting and then pass me the board line number as the Seniors are supposed to be driving at this point and then bang the phone straight.

So, this is what customers go through at the Modi Hyundai Service centre at Goregaon.

1. They damage the car while it is at Service. ( We still say it is alright, no issues, human errors do happen. We do not create a fuss about it which most other customer's would have done, take our car and go home with the relaince that Modi will give us what they have promised. Our Mistake Number 1. Ideally, we should'nt have taken the delivery.)

2. We wait for 13 days. Absolutely, no response from your end. Even if there is a rush, isn't it your responsibility to get back to us? Call us and at least inform us that the car will be taken care of at a later date.

3. Ultimately, I call up at the centre. All I get is a rude response and people telling me that if I behave like this nothings going to work and that I can speak to Seniors if I wish to. When my husband calls and speaks to the same guy, he says "Kya Kar loge, humme Naukri se nikalva doge" etc.

Please note it is none of our business to have your people loose jobs or anything of that sort. This is the way customers are treated. My garage guy speaks to us in a much better tone than this.

4. Instead of admitting the mistake and the delay in repair work thereafter, we are being treated as if it is our fault and we made a mistake by giving our car there for servicing.

5. If there is a rush at your centre, Is that my lookout? Don't you guys prioritize work? Don't you guys realize that if there has been a damage to a customers brand new car because of a fault at your end, it is your duty to take up Onus and treat it as urgent. Am I as a customer, still expected to call you and plead you to please provide me pick up facility. Isn't it your duty to do it in any case even if there is a rush.

So, here I am a really really frustrated customer. I need answers to all my questions raised above. And yes, after all the humiliation, I still expect a car pick up facility (And I think the expectation is nothing out of the world. It is obvious I should be getting it) and an urgent repair work of my car. We too have work to attend to everyday and cannot come to Goregaon for a fault that is not ours. We will definately come to pick the car up as I cannot take the chance of taking the car delivery without personal inspection after our first experience.

13 days is good enough a time to wait for repairs of no fault of ours.


Awaiting a reply to my email at the earliest.

Nisha Shah