This is my formal complaint / feedback on my bad service experience / irresponsible attitude of Gem Motors workshop, Kondapur, Hyderabad when I had given my vehicle for repair. I had handed over my vehicle (Regn No. AP 09 BL 2604, Maroon Colour Wagon R) on 12th Aug 2008 to GEM Motors for repairing. The vehicle actually got submersed in water due to heavy rains at Hyderabad during that time and was not getting started. The repair work was entrusted to their Works Engineer Mr. Shankar (Phone No. 9912345816). Initially the workshop people scared me that there would be a major repair involved and the cost of which might go up to 80, 000 to Rs 1 lacs. Since my vehicle had a insurance cover, they said because of the high cost involved, the insurance company will take 15 – 20 days for giving an approval. But on insisting when the surveyor from the insurance company visited the GEM workshop to inspect my vehicle, to my surprise / delight he gave a green signal to start repairing my vehicle instantly i.e. on 14th August 2008 since it was a genuine case. I was more than pleased and left the workshop with a happy note expecting my vehicle to be delivered to me in a week’s time.

After a week when I tried following up with my Work’s Engineer Mr. Shankar over telephone he refused to take my calls. So I was forced to visit the workshop to take an update. To my utter shock my vehicle was completely left unattended and at the same state as I left it a week back with them( Even they didn’t bother to remove the remains of drain water that got inside my vehicle due to the flood situation). I was given an explanation that they were over loaded with work from other vehicles which left them no time to attend my vehicle... However they promised them that they will start working on my vehicle the same day. I had visited the workshop at around 9.30 AM and I stayed there till 1.30 PM that day to see the actual work to start. But to my disappointment again the work didn't start since they got again over loaded with work from other vehicles. When I insisted to meet somebody at a senior / responsible level to register my dissatisfaction / complaint, I was introduced to Mr. Vinod, Manager at Gem Motors (Cell No: 9912345881). Mr. Vinod was kind enough to take the responsibility to look into the matter and update me on the status of the delivery of my vehicle in a day’s time. After a couple of days, I received a call from Mr. Vinod stating that the ECM box of my vehicle has got damaged and needs to be replaced. He also intimated me that there was no stock of ECM box in Hyderbad market and hence that needed to be procured from outside (Delhi / Mumbai etc...) which will take a Week’s time. He also committed that he would finish up all the other activities like cleaning and all by the time the ECM box arrives to that I could get the delivery of my vehicle by Friday i.e 29th August 2008. I was satisfied by his commitment and decided to wait till that time. But yesterday when I them up to take a feedback as to when I should come to take the delivery of the vehicle, I was shocked to hear that it will take still 10 days more. The engineer says there is some programming issues with the ECM box now for which the vehicle is not starting and it will take 10 days more for them to diagnose the problem. I was also introduced to their Work’s Manger Mr. Koteswar Rao (Cell No. 9912345801) who didn’t even take the pain to inquire the status and told me that it will take 10 – 15 days more which is completely illogical. He was also very rude in his conversation and did not provide me any valid reason why the work has not been completed as their commitment earlier. When I said I would like to give a feedback to Maruti on this, I was asked to go ahead and do whatever I could but I was not even provided a channel through which I could reach Maruti Automobiles. I was also asked not to call them any more and bother, rather I will get a call from their side when the vehicle gets ready.

This is a highly unprofessional and irresponsible behavior shown by Gem motors who claims to be an authorized dealer of Maruti. I do understand that repair works take time and I am ok with it. But my sincere request is to keep the customer posted on genuine progress and not to give false stories commitments... so that I keep my plans accordingly. I am a service holder and I don’t have time to sit hours at the workshop to get my vehicle repaired in front of my eyes which also doesn't happen.

I would request you to kindly look into the matter and provide me a solution. I would otherwise be forced to knock the doors of Consumer’s Court to get a resolvance...