Dear All,

My friend had recently purchased Indica Vista Quadrajet ABS from M/s Auto Matrix, Mangalore and hardly within 10 days of purchase, suffered a major breakdown. He is now requesting for a replacement of the vehicle. The entire complaint history (as submitted to customercare@tatamotors.com) is pasted below. Kindly let me know how to proceed about this.

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Myself, Dr. Ravindra H. J., Professor of Physics, Srinivas School of Engineering, Mangalore, have recently purchased a new TATA Indica Vista Qudrajet ABS Refresh model from M/s. Auto Matrix, Mangalore, Karnataka state, in the name of my wife Mrs. Divya G, Sr. Software Engineer, Infosys, Mangalore. We are the first time car buyers and after reviewing heavily on the available car models in the market, we zeroed in on the above model against the advice of my friends and colleagues on a TATA car as we had faith and trust in the said brand since the age of my forefathers. We have taken a risk against lot of bad reviews against the said dealer available in the internet. The said car model became our favorite car after the test drive and my wife was more inclined to own an Indian brand. Even if there were plenty of complaints on the after sale service and other issues regarding TATA vehicles posted on internet, we put ourselves in risk and went ahead with confidence on a TATA brand.

Before purchasing this vehicle, we have asked for a brand new vehicle from the dealer and not the one which was kept in the showroom for display (bearing Ch. No.MAT611460BPE44221) with the sales personnel Mr. Mahesh Shetty when we had been to the showroom in the second week of July 2011 and booked for a new one by paying Rs.10,000/-(Rupees ten thousand only). He ensured us that he will deliver a new vehicle within a week of my booking. Later we approached Mr. Mahesh Shetty again to know the status of my booking as he has not taken any trouble to call and inform us regarding the same. We were informed that the said vehicle has not been dispatched from the company yet. We used to call him frequently for enquiring about the availability, and most of the time he was not receiving my calls.

Two days after first approaching him, we met him again in spite of our busy work schedule and was informed that it will take another 15 days to deliver my vehicle as there was no supply from TATA motors which was totally against the market analysis for July 2011 which says that the vehicle sales has dropped down in July 2011. He has taken our ignorance for granted and advised us it is impossible to deliver a new vehicle if we wait for another fortnight also, and forced us to take delivery of the existing vehicle which was put for display in the showroom and threatened us that failing which he will forfeit the advance money. I would also like to bring to your kind notice that the sales person Mr. Mahesh Shetty came up with a handful of offers like vinyl floor mat, leather seat covers, foot mats, mud flaps, reverse parking sensor and registration number plate. I have a strong feeling now that these were their unconstitutional sales tricks for achieving their sales target. Unfortunately we were forced to buy the same vehicle which was put for display with the chassis no. as mentioned above against our will and wish and cashing in on the urgency of the customer.

Things changed rapidly during the time of delivery (22^nd July, 2011) and the said sales advisor changed his words except for ordinary seat covers, foot mats and mud flaps. This is a pure daylight dacoit of the customer which has totally taken aback our trust on M/s Auto Matrix, Mangalore. I humbly request TATA peoples to take action on him and also on the dealer for cheating us in each and every step of dealing with a new vehicle and also developing the relationship with a new customer.

After a couple of days of purchase, we had been to our native place (Mandya) and on the way back (31^st July, 2011), we were invited with a series of problems. We felt some disturbance in the rear wheel movement and the vehicle was stopped noticing ABS and hand break active signal in ON state in the instrument cluster although these were not applied. We immediately called the sales personnel Mr. Mahesh Shetty for assistance. He suggested us to check the hand break activation, break fluid level etc., and he was informed the status of the above online. Based on the conditions conveyed to him and back with the instructions, we were told that no problem exists absolutely and then we continued our travel back home. He advised us to bring the vehicle for service once we were back in Mangalore to check the problems.

But still, I felt the same problem and in order to ensure our safety, we stopped the vehicle again and contacted Mr. Mahesh Shetty for his approval again for travelling with the said vehicle. We were advised that, if the ABS and hand break active signal lights were in ON state, it might be due to minor electrical problem and that is not a point of concern for moving the vehicle. Once we were back home, the vehicle was surrendered for first free service with M/s Auto Matrix, Mangalore. I was later informed by the service personnel that the LHS and RHS rear wheel liner, drum, bearing, sensors have failed and the details are available in the job slip no.NIL dated 4^th August, 2011. The reason they quoted was driving the vehicle using the hand brakes and ABS in ON state and the responsibility they shouldered it on the customer! I was again shocked to see the service invoice (vide No.Amatrx-MG-1112-07039 dated 13^th August, 2011) for this replacements at Rs.11,009/- (Rupees Eleven thousand and nine only). But after complaining to TATA customer service executive, I was made to pay a discounted price of Rs.6,150/- (Rupees Six thousand one hundred fifty only) under goodwill and then take delivery of the vehicle on 13^th August, 2011 after keeping the vehicle in their service station for nearly 10 days due to non-availability of spares! This is the price which we paid for no fault of ours, but accepted as we were being harassed blaming carelessness driving.

Trouble invited us again when we were travelling along with our family members on 15^th August 2011. The LHS rear wheel along with the break drum assembly completely dislocated from the vehicle and went off while travelling, making the vehicle ground in the middle of the road keeping our lives at risk. The service personnel were informed immediately and he rushed after an hour to the accident site which is barely 5 minutes drive from the service station. He assembled the wheels and other accessories back and proceeded back with the vehicle to the service station. With this incident, I have lost hope on the quality of manufacturing of the TATA vehicle, the name which had gained trust and confidence over the decades.

It is clear with this that, the vehicle was defective and Mr.Mahesh Shetty has intentionally managed to sell the defective product to the customer encashing my urgency. They have also not heard and checked thoroughly the problems which was conveyed to them, but they did throw the customer a big digit invoice rather than diagnosing the actual complaint.

In just 3 weeks after the purchase of a brand new vehicle, I have been made to visit the service station for over twenty times and I have used the vehicle only for a week in my hand, rest in the service station of M/s Auto Matrix, Mangalore. I have purchased the vehicle for my beneficial use and not for decorating the showroom/service station of the said dealer and the benefit is only loss of trust and confidence in the brand TATA. So I request you to consider my case strongly and replace me with a brand new vehicle with the right to inspect the vehicle before assigning it in my name and also reimburse with the entire cost collected from me vide service invoice No.Amatrx-MG-1112-07039 dated 13^th August, 2011. I would also like you to compensate for my valuable time spent in communicating (personal visits/telephonic) the things and also putting our lives into risk by selling a defective product as well as the oral and mental harassment underwent from the hands of your dealer M/s Auto Matrix, Mangalore. Failing to the above in a week’s time of receiving this mail, I would be forced to proceed with legal actions against the manufacturer as well as the dealer for cheating and unconstitutional sale practices followed.

The details of the vehicle are given hereunder:

Owner Name: Divya G
Chassis No: MAT611460BPE44221
Registration Number: KA-19 MB-8378
Dealer: M/s Auto Matrix, Mangalore
Concerned Sales person: Mr. Mahesh Shetty

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