Thread Starter
#1
Event: Ertiga Customer Meeting & Free Service Camp
Date: 24th August 2013
Venue: Adhi Maruti, Sathi Road, Coimbatore
Time: 9 AM to 5 PM
The camp was supposedly organized for Ertiga owners only. Was also told that new GM was interested in meeting Ertiga owners and get their feedback on the vehicle, dealership experience etc. The car would also get a free general checkup and water wash while we complete the meeting I was told. I was also told no advance booking is required and I could walk-in any time.
I have never been a big fan of service camps & customer meets. But nevertheless, thought of giving a try since CSR who called me kept insisting about all the good things they have planned at the camp and also that invitation was handed over person.
12:05:
I reach the showroom.
12:10:
A guy introduces himself as new "service in-charge" greets me. I check him about the plan, how long would it take etc. The response I kept getting for next 20 minutes was.. "Sir, someone will check-in your vehicle shortly, after which we will proceed for customer meeting". After 20 minutes of standing, I lose my patience and tell him, I am leaving since he doesn't have a clue on the plan and everyone seems to be busy. I also didn't see any signs of arrangements for service camp - for general check up or water wash.
12:30:
Service advisor is assigned. He confirms that it would take at least one hour for the vehicle to be taken for check up and water wash as vehicles were already lined up. Since they didn't have dedicated engineers / service bays to attend the vehicles had to wait for the turn. I refuse to wait and give them mouthful since they had not made any arrangements to handle customer meet vehicles.
12:35:
I decide not to wait in queue for free service and return. The service in-charge guy insists that I attend a small (1 hour !!!) training, about which he was not willing to divulge details. I believe MUL mandates such meets to be organized and training conducted for xxx number of people / month. After 5 minutes frustrated discussion, I decide to check out the agenda for training and next steps.
12:40:
Meeting starts. Session1 - Handled by the new "service in-charge", covered all salsy stuff about Ertiga, the awards it won and different configurations for seating. Come on guys grow up. What is the need for selling the car to a group which has already bought the car? It was a joke. Eventually, another session was planned to teach about checking fluids etc - which decided to skip.
12:45:
I get out of the show room, making a vow not to attend any more customer meets. I was given a gift, which I refused to take.
Not sure if customer meetings happen in similar fashion at other Maruti dealership and towns too.. Just thought of sharing "90 minutes" of weekend time (including to and fro commute) wasted and alert everyone that it is not worth visiting these camps and meetings.
Date: 24th August 2013
Venue: Adhi Maruti, Sathi Road, Coimbatore
Time: 9 AM to 5 PM
The camp was supposedly organized for Ertiga owners only. Was also told that new GM was interested in meeting Ertiga owners and get their feedback on the vehicle, dealership experience etc. The car would also get a free general checkup and water wash while we complete the meeting I was told. I was also told no advance booking is required and I could walk-in any time.
I have never been a big fan of service camps & customer meets. But nevertheless, thought of giving a try since CSR who called me kept insisting about all the good things they have planned at the camp and also that invitation was handed over person.
12:05:
I reach the showroom.
12:10:
A guy introduces himself as new "service in-charge" greets me. I check him about the plan, how long would it take etc. The response I kept getting for next 20 minutes was.. "Sir, someone will check-in your vehicle shortly, after which we will proceed for customer meeting". After 20 minutes of standing, I lose my patience and tell him, I am leaving since he doesn't have a clue on the plan and everyone seems to be busy. I also didn't see any signs of arrangements for service camp - for general check up or water wash.
12:30:
Service advisor is assigned. He confirms that it would take at least one hour for the vehicle to be taken for check up and water wash as vehicles were already lined up. Since they didn't have dedicated engineers / service bays to attend the vehicles had to wait for the turn. I refuse to wait and give them mouthful since they had not made any arrangements to handle customer meet vehicles.
12:35:
I decide not to wait in queue for free service and return. The service in-charge guy insists that I attend a small (1 hour !!!) training, about which he was not willing to divulge details. I believe MUL mandates such meets to be organized and training conducted for xxx number of people / month. After 5 minutes frustrated discussion, I decide to check out the agenda for training and next steps.
12:40:
Meeting starts. Session1 - Handled by the new "service in-charge", covered all salsy stuff about Ertiga, the awards it won and different configurations for seating. Come on guys grow up. What is the need for selling the car to a group which has already bought the car? It was a joke. Eventually, another session was planned to teach about checking fluids etc - which decided to skip.
12:45:
I get out of the show room, making a vow not to attend any more customer meets. I was given a gift, which I refused to take.
Not sure if customer meetings happen in similar fashion at other Maruti dealership and towns too.. Just thought of sharing "90 minutes" of weekend time (including to and fro commute) wasted and alert everyone that it is not worth visiting these camps and meetings.
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