A copy of email to Maruti Udyog Limited:

Dear Mr. Khattar,

It is with extreme disappointment and distress that I write to you, but I have been left with no choice. I booked a Maruti Swift VDi on February 1st 2007. The booking was made through Atul Motors Pvt. Ltd. (Plot No.2, Rajkot Highway Road, Opp. Madhvani College, Porbandar / Phone: +91-286-2221102). At the time of booking, I was told that the approximate wait time will be four weeks.

After the initial estimated date had passed (1 March 2007, 4 weeks), I called the dealer and was duly informed that there are more delays due to 'dispatch issues at Maruti'. I was then told that car would be delivered on 5th March. Later this was modified to either 10th of March or 17th of March. I have now been told (only after I called) that I will not be receiving it till 23rd of March. Further, no commitment has been made on when I will receive it. It is ironic that a car with a waiting period of over 8 weeks is called Swift!

What makes the delay all the more disappointing is the level of service (or the lack thereof), during this period. At no point, not even once, has anyone from the dealer to Maruti called me to inform me of the delay or explain plausible reasons for the delay. Every single time, I have had to call and find out about the delivery update (if any).

Someone known to me booked the SAME car (Swift), SAME model (VDi), from the SAME dealer (Atul Motors Pvt. Ltd., Porbandar) on the date later than my date of booking (February 1, 2007). Only the colour is different (He booked a Silver one and I have opted for Ozone Blue). He has received delivery of the car before three weeks. While I agree that is reasonable to have some variation depending on the color, the extent of this variance cannot be significant. Even at this point, neither the dealer nor the Maruti is able to tell me a date by which I can expect the car. Not receiving the car is bad enough, but it is completely ridiculous if I can't be told when I will receive the car, after two months of waiting. When I contacted the dealer, I was told that they have no information from Maruti about this. The dealer has forced me to speak directly to Maruti, and hence this email.

Another important fact is that the dealer has received the full advance payment from my side (Rs.25000) on the date of booking (February 1st, 2007).

After almost two months of waiting, with no sign of the car or even a firm date by which I will receive it - is this the treatment one expects from 'India's leading car manufacturer'? This can hardly be described as 'just-in-time' supply chain management, which other Japanese car manufacturers are known for.

Your website claims that your vision is 'creating customer delight' - I can assure you that this customer is far from delighted.

I realize that my situation may not be unique, but I find this level of service completely unacceptable. The least I expect is to be regularly informed and compensated adequately for the delay. Delivery delays are compensated regularly with most reputed automobile manufacturers in the country and I would expect the same from Maruti. Please let me know if Maruti Udyog Limited finds this request unreasonable.

I appreciate the time you have taken to read this.