Ref: Ch. No. MAT611243APC22267
Engine No. 310A6600-7052488
Vehicle No. MH-02-BY-54

I hold the above vehicle under the terms and conditions of the warranty mentioned by Tata Motors Ltd. and further availed the two years extended warranty in addition to manufacturer’s warranty on payment of Rs.4,425/- on 10.04.2010 to Wasan Motors Ltd.

The said Wasan Motors Pvt. Ltd further offered and granted to me Value Care Total Maintenance Solution under Gold Scheme by recovering Rs.8,100/- on 10.04.2010.

On 26.10.2010, the vehicle was given for the second free service to Wasan Motors Pvt. Ltd. Kandivali (West), Mumbai 400 067, whereby their specific attention was drawn to Power Fluctuation problem which was not attended to my satisfaction and the problem is persisting till date.

On 30.12.2010, again I was required to send the vehicle to Wasan Motors Pvt. Ltd., Kandivali (W), Mumbai 400 067 for problem of Power Fluctuation and further with specific serious problem of the Brake Pedal getting Hard/Jammed in the slow motion traffic (which is bumper to bumper in Mumbai city) resulting in failure to stop the car and in all likelihood of getting it dashed with the vehicle in front of it. Situation is also worst that the braked pedal gets hard/jammed while the vehicle is in Reverse gear apprehending further chances of accident or damage to the vehicle. (Note: the above problem of brake pedal getting hard/jammed occurs most of the times while the vehicle is in slow motion)

That one Mr.Pankaj (Service Advisor) on behalf of Wasan Motors Pvt. Ltd. who was assigned to solve the issue, gave the job card in his own hand-writing disclosing the jobs required to be done (Please find enclosed herewith copy of the same) and further the said Mr.Pankaj suggested that the brake pedal getting hard/jammed is not a problem but a function/feature of the car to which I was not satisfied as I have been using the said car since April 2010 and the said problem of brakes was a recent development in December 2010 and further my son and I had done our research on net and came across complaints of various consumers who faced similar problems and had shown the e-mails to said Mr.Pankaj who was still wrongfully mentioning that it is function/feature of the car. Please note that safety of the passengers in the car and others on the road are at stake which has shaken our confidence in driving the said defective car.

That on 03.01.2011, at around 2:20pm my son Krunal Sampat received phone call from Pankaj on his mobile informing him that we should attend the Service Centre by 4:30-5:00pm for the joint trial of the vehicle.

On reaching at 4:45pm at the service centre, I noticed that the vehicle was still not ready for the joint trial and nearly by 6:15pm I could find out that some person was working on the front right door for problem of winder developed during the service period.

At 6:30pm, one Mr.Sanjay was deputed by Mr.Pankaj to go for the joint trial of the vehicle alongwith me and my son. It was pointed out by my son to said Mr.Sanjay during the trial that the Brake Pedal was still getting hard/jammed and although the brakes were applied, yet the car did not stop. The same situation was also shown to Mr.Sanjay that the car also did not stop in the reverse gear though the brake was applied because by that time the pedal already got hard/jammed.

Mr.Sanjay also admitted that the problem of power fluctuation still persisted.

On returning back, I was required to draw the attention of Mr.Pankaj that the person who was deputed for joint trial Mr.Sanjay has not done any work related to the problems in the vehicle and abruptly he was asked to accompany us for the trial. I immediately doubted about the eligibility of said Mr.Sanjay to certify that the vehicle is in proper condition and Mr.Pankaj informed me and my son that said problem of power fluctuation is resolved and the brake pedal getting hard/jammed is not a problem but a function/feature of the car to which I was never satisfied as I have been using the said car since April 2010 and the said problem of brakes was a recent development in December 2010, hence, the same could not be a function/feature as wrongfully suggested by Mr.Pankaj.

Mr.Pankaj further informed us that the said vehicle was duly examined by Mr.Ankur (CSM) and one Mr.Tushar Shah who were not present at the time when the joint trial was offered. I felt at that juncture that Mr.Pankaj is most incompetent person to be a Service Advisor for the vehicle as he could not justify anything save and except heated arguments with me.

Ultimately I was compelled to find out that who is the Customer Relationship Manager at the service centre and noted that one Ms.Bharati who is in-charge was not present and in her place one Ms.Sushma Narkar was in-charge to whom I met personally and put my grievances about the inefficient services of the staff as well as the incompetency of the Service Advisor who could not solve the problem.

Inspite of suggestion of Ms.Sushma Narkar, said Mr.Pankaj did not avail himself for the further joint trial of the car and ultimately Ms.Sushma Narkar asked Mr.Ashok to take trial to ascertain whether the problems have been resolved by Mr.Pankaj or not? Upon joint trial being taken by my son, myself and Mr.Ashok, and it was Mr.Ashok who had in all fairness and honestly pointed out that the problems are not resolved by said Mr.Pankaj and the same was reported to Ms.Sushma by Mr.Ashok in our presence. Mr.Ashok also further noticed that the said problem of Brake Pedal getting hard/jammed had worsened as the frequency of the same has been increasing rapidly during joint trial.

Thereafter, Ms.Sushma Narkar was given to understand that I would not be in a position to take delivery of defective car unless and until the problems are solved by the service centre. At that juncture, said Ms.Sushma informed us that she would be inviting Mr.Ankur who seems to be the CSM of TATA Motors to find out the solution for the problems and requested us to keep the car with service centre and promised us that she would be calling us on the next day and inform us of the status of the car.

I draw the kind attention of Mr.S Sree Raman, General Manager – Customer Service, Passenger Car Business Unit that there is no responsiveness, no reliability and no value towards the product as well as safety of its customers by Tata Motors Ltd.

If my problems are not resolved by the service centre or by Tata Motors Ltd., it would be better in their interest that they should refund my monies with interest and cost by taking back the defective product from me which is presently lying with the service centre of Wasan Motors Pvt. Ltd. at Kandivali (W), Mumbai 400 067, failing which I would be compelled to adopt appropriate proceedings by way of PIL and before Consumer Redressal Forum at the cost and consequences of Wasan Motors Pvt. Ltd. and Tata Motors Ltd.

Yours truly,

Vijay N. Sampat