Ritz VDi paint quality complaint

Location/place: chennai

Name of company/service: maruti suzuki

copy of complaint of poor quality product by maruti.

Dear Anytime Maruti
It has been a week since i have made a complaint regarding my Ritz Vdi and till date there has been no response from your side. what is all the more shocking is that when i contacted the maruti call centre they have informed me that the complaint is listed as resolved and file closed!..it is sad and unfortunate to note that a company of such ‘repute’, resorts to such cheap tactics to manipulate and score customer satisfaction ratings without actually contacting customers or solving customer issues!
Sooria James
00919840788997
00914442057827
________________________________________

From: [email protected]
To: [email protected]
Date: Thu, 15 Jul 2010 11:35:46 +0530
Subject: RE: Ritz VDi paint quality complaint CRM:0031000010027
Dear Mr. James,
Thank you for visiting our website.
We regret the inconvenience caused to you.
We value you as a member of Maruti family and sincerely acknowledge the inconvenience you have been experiencing. At Maruti Suzuki, our customers are the biggest assets for us and any discomfort felt by our customers is our top concern.
We are immediately forwarding your issue to the concerned department with complaint reference no. (9262742273) You will hear from us soon.
Please feel free to revert in case of any query or clarification.
Regards,
ANY TIME MARUTI
(Call- 9910202020 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please visit us at http://www.marutisuzuki.com
SE-IB
006

________________________________________
From: [email protected]
To: [email protected]
Subject: RE: Ritz VDi paint quality complaint CRM:0031000010027
Date: Wed, 14 Jul 2010 11:26:55 +0530

Dear Anytime Maruti
i am tired of this vague response from you as well as the reluctance of the regional office representative in handling this complaint. as mentioned earlier the dealer point has confirmed the paint defect and they have conveyed the same to the regional office representative, who apparently has not found the time nor the inclination to contact me regarding the problem.
kindly treat this as a final reminder to address this issue or else i will be forced to seek legal remedy as well take the matter to the press.

Regards

Sooria S. James
00919840788997
00914442057827
________________________________________
From: [email protected]
To: [email protected]
Date: Sun, 11 Jul 2010 12:57:06 +0530
Subject: RE: FW: Ritz VDi paint quality complaint CRM:0031000010027
Dear Mr. James,

Thank you for visiting our website.

We regret the inconvenience caused to you. We request you to kindly confirm us the name, address and code of the Maruti Authorized service station or dealer workshop where you have contacted regarding this issue. This will help us to resolve your issue at the earliest.

1403
C.A.R.S. INDIA PVT LTD.
16 & 17 INDUSTRIAL ESTATE
AMBATTUR
CHENNAI – 600 058

1403
C.A.R.S. INDIA PVT LTD.
NO.17 LATTICE BRIDGE ROAD
ADYAR
CHENNAI-20

1403
C.A.R.S. INDIA PVT LTD.
4/321 OLD MAHABALIKPURAM RD.
KOTTIVAKKAM
CHENNAI

Please feel free to revert in case of any query or clarification.

Regards,

ANY TIME MARUTI
(Call- 9910202020 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada )
0800 0852247 (From UK )
Please Visit us at

004
======================
From: Sooria James
Received: 7/9/2010 11:36 AM
To: ATM Queue
Subject: FW: Ritz VDi paint quality complaint CRM:0031000010027

Dear Any Time Maruti,
subsequent to your advice i have taken the vehicle to Cars India Ltd. and they have seen the paint deterioration as well as fading in several areas of the car.
it was also quite disheartening to see that this defect is not a first time occurence and there was another Ritz car, purchased at the same time with a similar defect, which has been accepted by your regional office representative and the car was repainted free of cost. the paint finish however, was really bad.

before you suggest a similar remedy to me, (which seems to be the case with many cars of this batch and color made and sold by you), i would like to get clear replies on the below queries which might help in my decision of seeking the correct and legitimate recourse although, my first choice would be to have a complete refund of the car cost as well as a refund on the special number which i had bought for the car and the accessories fitted on it.
back to my queries:
1. what happens to the resale value of the car when it is repainted? since any repainting after manufacturing, either full or partial can be clearly distinguished, the car loses its potential resale value it is unfair for a customer to be burdened with this handicap due to negligence on the part of the manufacturer.
2. how much of a paint finish guarantee is there once it is repainted. while most dealer points have sufficient equipment for such purposes, i have seen invariably, the lack of expertise in getting a factory finished car paint finish.

3. the interior finish(the upholstery) is also of very bad quality and it is a surprise to say the least, that the Ritz got the ‘car of the year’ award with such awful fit and finish!why is there so much of a quality compromise which seems to be absent in the Swift?

4. why has there been no follow up for such a long time despite my complaint being registered with you as well as your regional office since April 2010?

if i dont get sufficient replies and remedy, i would be forced to seek legal remedy as well take the matter to the press.
thank you
Sooria S. James
00919840788997
00914442057827
===========================
Dear Mr. James,

Thank you for visiting our website.

We do highly appreciate the interest shown and the faith entrusted by you in Maruti Suzuki.

We appreciate your efforts in bringing this matter to our notice. Being a customer focused Automotive Product/Service provider, it is our prime objective to provide the best of our services to all our customers at all times. In view to this, we regret the inconvenience caused to you.

We wish to inform you that your query requires physical verification of the vehicle, we advise you to visit the nearest Maruti Authorized Workshop that would be able to help you. In order to get details regarding the Dealer Workshop or Maruti Authorized Service Stations, please visit the following URL:

http://www.marutisuzuki.com/dealer.aspx?cid=14&sid=TN&did=Service

In case you had already visited any Maruti Authorized Workshop or Maruti Authorized Service Station regarding this issue then kindly send us the Name, Location and Code of the Maruti Authorized Workshop or Maruti Authorized Service Station from where you had taken the last services. This will help us to resolve your issue at the earliest.

Please feel free to revert in case of any query or clarification.

Regards,

ANY TIME MARUTI
(Call- 9910202020 or Toll Free-1800 1800 180)
International Toll Free Numbers:
1866 527 5698 (From USA and Canada)
0800 0852247 (From UK)
Please visit us at http://www.marutisuzuki.com

011
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From: sterling james[SMTP:[email protected]]
Sent: Monday, April 05, 2010 12:51:07 PM
To: [email protected]
Subject: FW: Ritz VDi paint quality complaint
Importance: High
Auto forwarded by a Rule

To

The Regional Manager
Maruti Suzuki India Ltd.
7th Floor, Capital Towers,
180, Kodambakkam High Road
Nungambakkam, Chennai – 600 034

Dear Sir

Re: Poor paint quality in the Ritz

I had purchased a Maruti Suzuki Ritz Vdi in the month of September from your Chennai Dealer, CARS India the details of which are given below:

Vehicle model: Maruti Suzuki Ritz Vdi
Order date: 08.09.09
Purchase/invoice date: 16.09.09
Delivery date: 17.09.09
Color: Mica Bluish Black
Vehicle chassis number: MA3FDEB1S00121656
Vehicle registration number: TN02 AK 28

I wish to bring to your notice the poor quality of the product you have manufactured, mainly the interior upholstery and the exterior paint quality of the vehicle.

While I have been taking care of the car reasonably well AND much better than I had cared for my Hyundai Santro Xing XO, which although being a cheaper car had a much better product quality in terms of interior finish, features and exterior paint quality!
I am shocked to see (pls. see enclosed pictures) the paint cracking up on the roof within just 6 months of ownership. And this has started appearing in patches on other areas on the roof area as well. While it is common to have paint surface shine dulled because of bird droppings or open air parking (although most of the time the car is kept in a covered parking area), I have never come across paint cracking up and bare metal getting exposed within such a short time of ownership!

Kindly let me know the course of action to have this defect inspected and rectified at the earliest as this sort of problems gives a very bad impression about your product quality and company reputation.

Looking forward to hearing from you at the earliest.

Regards

Sooria S. James
00919840788997
00914442057827