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This is what we get to read on Maruti Suzuki Official webpage about their so called 'premium' dealerships canned 'NEXA':
Source: Maruti Suzuki - Background Material NEXA for analysts
Reading this specific part again and again I get a gut feeling of the disgusting joke we have went through yesterday itself. In fact our experience was simply awesome and proved a saying by one of my friends specifically on NEXA; his words were "Bhai agar gadhe ko ghode ki jean pehna do toh woh ghoda nahi ban jata (If you put a Horses' saddle on a donkeys' back, that doesn't turn the donkey into a horse)"
No wonder NEXA is definitely the same situation; you can change the dress into a grey coat but how will you change the nonsense personality inside? These guys IMO have no regards for customer and Maruti Suzuki needs to understand this quite well, BTW even MSIL also doesn't seem to bother even a number of customers until it's a 3 digit number I guess.
Dealership:
NEXA Gurgaon
PASCO AUTOMOBILES
Ground Floor, Platina Tower, Opp. Bristol Hotel
M.G. Road, Gurgaon
email: scross@pasco.in
Contact no. +91 9711290001/2
What this dealership has?
1) An empty chair to answer customer inquiries
2) Relationship managers; ya that's Marutis' unique way of addressing nonsense sales guys who don't even know how to make relationships
3) People roaming freely with no one addressing them. I ate 4 kaccha aam toffies and spent half hour inside unattended
4) Heck, even toffies are also low cost ones. Couldn't they put melody there?
What Happened?
First of all, we happened to be serious buyers looking for a S Cross 1.6. Yes, you read that right - S Cross 1.6; the sales dud that Maruti is selling at a discount of 1.5 lac now.
We entered the dealership and were welcomed by this empty reception which remained empty for the entire duration of our stay inside the dealership:
We simply went in and stood near this desk expecting for someone to at least bother to have a look at we idiots and why are we wasting our time there eating those 'kaccha aam' toffies.
So what saarji? We Maruti people are like that only.. our buyer buys only from us, no matter how idiot we are...
Now after 10 minutes of waiting, what the scene exactly is:
Now what? Ehh.. Enter the relationship manager called 'Mr. Simran Jeet'.
Ya, after more than 10 minutes of waiting; this young, tall and fair gentleman happens to pass in front of me and I stopped him and the conversation went this way:
Me: Isn't there anyone to attend customers?
Simran: I am busy and all RMs are busy
Me: Three are attending one customer, some are outside and you are telling me this.
Simran: Ring the bell there on table..
He pushed a button twice and when nothing happened... Mr. Simranjeet also left, leaving me fuming over his arrogant attitude and this sheer ignorance.
Now I decided to call NEXA helpline because neither the empty chair was helping me nor was any relationship manager was interested in relating to us. And made the good 17 minutes long call to NEXA helpline, attached screenshot from my phone stating number and call duration:
Even the girl at other end of the helpline was also surprised after 10 minutes were passed and on the phone itself and I was still roaming around inside the dealer completely ignored, shouting on phone and fuming.
At the end, she guided me to directly meet the manager and raise my concern and I did the same. Following her instructions, I entered the back office searching for Manager just to find out some NEXA relationship managers relaxing there after they were tired resting outside. This was the scene inside back office where the ignorance adda runs:
At the back office I found Mr. Anand who was equally ignorant about what is happening outside and was busy guiding something to some sub ordinate of his. I raised my concern and EUREKA... all of a sudden the NEXA guys were having time for me. There was me sitting on a sofa shouting on the manager, one relationship manager (joke?) standing behind him and Mr. Simranjeet sitting next to his manager. With manager telling him that he could have told someone else to assist us and then offered to show us the car himself which we simply denied and left the place in no time fuming and put off by the poor experience.
In the mean time, what happened:
Tweeted my experience to NEXA and still no response - Typical Maruti!!
Mailing my concern to Maruti officials now without any hope though..
Amazingly, even the NEXA twitter id is also stuffed with the tweets from customers complaining of pathetic service, complete ignorance and what not.
Anyone else got such a wonderful NEXA experience?
Source: Maruti Suzuki - Background Material NEXA for analysts
Reading this specific part again and again I get a gut feeling of the disgusting joke we have went through yesterday itself. In fact our experience was simply awesome and proved a saying by one of my friends specifically on NEXA; his words were "Bhai agar gadhe ko ghode ki jean pehna do toh woh ghoda nahi ban jata (If you put a Horses' saddle on a donkeys' back, that doesn't turn the donkey into a horse)"
No wonder NEXA is definitely the same situation; you can change the dress into a grey coat but how will you change the nonsense personality inside? These guys IMO have no regards for customer and Maruti Suzuki needs to understand this quite well, BTW even MSIL also doesn't seem to bother even a number of customers until it's a 3 digit number I guess.
Dealership:
NEXA Gurgaon
PASCO AUTOMOBILES
Ground Floor, Platina Tower, Opp. Bristol Hotel
M.G. Road, Gurgaon
email: scross@pasco.in
Contact no. +91 9711290001/2
What this dealership has?
1) An empty chair to answer customer inquiries
2) Relationship managers; ya that's Marutis' unique way of addressing nonsense sales guys who don't even know how to make relationships
3) People roaming freely with no one addressing them. I ate 4 kaccha aam toffies and spent half hour inside unattended
4) Heck, even toffies are also low cost ones. Couldn't they put melody there?
What Happened?
First of all, we happened to be serious buyers looking for a S Cross 1.6. Yes, you read that right - S Cross 1.6; the sales dud that Maruti is selling at a discount of 1.5 lac now.
We entered the dealership and were welcomed by this empty reception which remained empty for the entire duration of our stay inside the dealership:
We simply went in and stood near this desk expecting for someone to at least bother to have a look at we idiots and why are we wasting our time there eating those 'kaccha aam' toffies.
So what saarji? We Maruti people are like that only.. our buyer buys only from us, no matter how idiot we are...
Now after 10 minutes of waiting, what the scene exactly is:
- I am looking around at the ignorant sales guys.. sorry..relationship managers roaming around.
- There are three relationship managers busy making relationship with a single customer in front of me. They stand up, look at us and get in their back office.
- There are 2-3 relationship managers outside. Some enjoying the sun, some talking on phone and some were even confused over what to do.
- Two people came to desk, inquired if anyone will attend them, one of them left instantly laughing over Maruti and one picked up 4-5 toffies and left fuming.
Now what? Ehh.. Enter the relationship manager called 'Mr. Simran Jeet'.
Ya, after more than 10 minutes of waiting; this young, tall and fair gentleman happens to pass in front of me and I stopped him and the conversation went this way:
Me: Isn't there anyone to attend customers?
Simran: I am busy and all RMs are busy
Me: Three are attending one customer, some are outside and you are telling me this.
Simran: Ring the bell there on table..
He pushed a button twice and when nothing happened... Mr. Simranjeet also left, leaving me fuming over his arrogant attitude and this sheer ignorance.
Now I decided to call NEXA helpline because neither the empty chair was helping me nor was any relationship manager was interested in relating to us. And made the good 17 minutes long call to NEXA helpline, attached screenshot from my phone stating number and call duration:
Even the girl at other end of the helpline was also surprised after 10 minutes were passed and on the phone itself and I was still roaming around inside the dealer completely ignored, shouting on phone and fuming.
At the end, she guided me to directly meet the manager and raise my concern and I did the same. Following her instructions, I entered the back office searching for Manager just to find out some NEXA relationship managers relaxing there after they were tired resting outside. This was the scene inside back office where the ignorance adda runs:
At the back office I found Mr. Anand who was equally ignorant about what is happening outside and was busy guiding something to some sub ordinate of his. I raised my concern and EUREKA... all of a sudden the NEXA guys were having time for me. There was me sitting on a sofa shouting on the manager, one relationship manager (joke?) standing behind him and Mr. Simranjeet sitting next to his manager. With manager telling him that he could have told someone else to assist us and then offered to show us the car himself which we simply denied and left the place in no time fuming and put off by the poor experience.
In the mean time, what happened:
- Mr. Simranjeet came from outside and went straight inside back office ignoring us, he hadn't even paid heed if we were there inside the dealership for inquiring something.
- I asked the name of Mr. Simran to an another RM(joke?) after the girl over NEXA helpline asked the same and the RM blatantly said "I am handling a customer".
- We spent around half hour inside the dealership completely unattended despite of having half of the staff resting inside in the back office.
Tweeted my experience to NEXA and still no response - Typical Maruti!!
Mailing my concern to Maruti officials now without any hope though..
Amazingly, even the NEXA twitter id is also stuffed with the tweets from customers complaining of pathetic service, complete ignorance and what not.
Anyone else got such a wonderful NEXA experience?