Location/place: Pune
Name of company/service: FIAT India
I have called up FIAT Customer care in last 18 month atleast 20 odd times due to service issues, neither FIAT takes it seriously nor the dealers.
I will put issues in chronological order:
1. A week after purchase in MAY 2011, AC of my car broke down and no one (neither FIAT or your dealers) came forward to fix it up. I had to really shake it up and I was told to go to Accuman Motors and then they some how fixed it. Pandit Auto- was not even willing to entertain it, even though car was purchased from them.
2. During first servicing, I had some issues in the car, surprisingly they remained even after servicing, when I called up Accuman motors, I was told, they are smaller issues, when ever I have time I should come and get it fixed.
3. Second service, promised to drop off the car (paid), was called on after one week- I was in China and had to arrange for pick up from service center. All the issues, including FAN noise, steering wheel remained same. They took the third free service coupen instead of second, when told them, they said no issues, they will taken 2nd during third service.
4. I called up after coming back for FAN noise, I was told they have ordered radiator fan, and it will take one month. I kept calling every month from June till August. Same answers!!!
5. Agitated, I complaint at FIAT customer care, to my surprise Accuman had not even requested for such FAN.
6. I was called up by Accuman, and only thing they did – is to check the FAN number to order it. They could have done it via phone. No value for customers time.
7. I went there after 2 weeks, they fixed up the fan, did not fix steering wheel, did not fix up dashboard…even after keeping the car for 4 days
8. Supervise!!! The FAN noise was even more than earlier, it was even vibrating more than earlier, I called up them, cooling been told that everything is alright, you drive for few days it will be alright.
9. I again called up Customer Care, was asked to get back my car to Accuman Motors. The one they put on my car was DUPLICATE, this time they put better one (no papers, no warranty nothing is given to me), ofcourse the noise has gone, but again, I was told that come immediately and it will be fixed up in an hr, when I sent my car it took them whole day. And all the time they were lying that they are busy etc. its most horrible experience.
10. Since last couple of months, there is noise in brake (strange noise) which started after I got back my car from Accuman motors. When called, I was told its normal.
11. Meanwhile I read that FIAT has opened its first service station Millenium drive, I was happy. Today, I went to this place, it is no better than Accuman motors in customer service. Even before I could explain them my issues, I was told they cannot take second service coupen for third free service. I tried explaining them about this, but in vain. The guy asked to wait for his senior. I was given an appointment at 0930am, waited till 10-10, no one turned up, no one informed me what’s going on. They did not bother to ask when I was leaving the service station.
12. No one has value for customer’s time, does FIAT not care that there dealers are putting fake parts on their customers new cars?
13. DSM buys cars every year, I was the last one to buy FIAT LINEA and based on our feedback with services, no one has dared to bought the FIAT cars. It is very evident that this trend must be also elsewhere.
14. Its better to buy cheaper 5-7 lakh car from other OEMs than buying expensive cars from FIAT.
15. Infact, I would like to return this car back to FIAT and whatever price they would like to get it. I have paid Rs 10 lakh and after 1.5 years if FIAT can take this back for Rs 7 lakh, I am happy to return it and buy another car from other OEM atleast I have a peace of mind.
16. I don’t know, I just moved to India last year from Germany, where I had FIAT car, so I was happy to buy FIAT here, but was not aware of the horrible after purchase services. Unfortunately, there are no penalties in India for bad services so beyond writing and calling on customer care centers, customers cannot do much. The most we could do is to refrain people from buying FIAT cars- and which is pretty much working.
17. You should seriously think about it. We have done one part, but surely I would like to explore other options. And if it continues on the same line, future of FIAT seems to be very bright in India.
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