Posting a fresh experience here when we are discussing service of tata motors. I think not much has changed and there is no complaint escalation system. You just write to firstname.lastname@example.org
and that's it. Either they reply, or they don't. You cannot expect them to reply. Now, this happened to me just last week. My new Zest XMS was due for first free service and as I was travelling to Goa for this month, wanted to get the car serviced at one of the service centres in Goa as per the published service centre details in the booklet provided with the car during delivery.
Wrote to email@example.com
on Wednesday asking for authorised service centres as on date in North Goa, but did not get any reply for 2 days. On friday morning tried calling the JKRS service centre in Goa for appointment and none of the phone numbers were working. How "typical TATA" I thought and then dialled the toll free Tata customer care 18002097979. The lady on the other side, showed willingness to help and booked an appointment next day at 11 am at JKRS. I asked her for contact number of JKRS and she informed that JKRS will contact me. I waited for a day and no one called. On Friday evening wrote to firstname.lastname@example.org
with a reminder of the same e-mail and reference of telecon with their customer care over phone for booking an appointment at JKRS next day.
The next day just as I was about to leave for JKRS, luckily checked by mailbox to read a mail from customercare@tatamotors saying JKRS is closed since October 2015!! This left me shocked with disbelief. I was in fact given an appointment by the so called helpdesk at a non functional service centre?
The same e-mail had details of contact person from Tata motors, Mr.Nikhil ( Regional manager south) , I couldn't connect to him on phone. Therefore wrote an e-mail and he replied with another service centre address in south Goa, around 40km from my home. I called up the number and they informed me of their service point in north Goa about 10 km from my home. Called up the service manager and finally took the car there.
Wasn't expecting too much from this service in terms of service/value and wasn't disappointed either.
Was a sub par experience and nothing much to write about. Though it was a simple cleaning and check up, that too was done in hasty manner. The cleaning was namesake with simple washable stains remaining as they were after wash. The cloth used for wiping the car dry was itself dirty. There was no one to handover the car and confirm with me whether I was satisfied with the work or not. I only got a phone call today after 2 days from Auto industries Goa, asking how was the REPAIR expereince
. I said I wasn't there for any repair but first free service! She again asked me how was the quality of repair?? Give me a break now.
Finally she asked how much would I rate the service from 1 to 10, I said 6.5 and she asked me the reason. I told her that cleaning was improper. She hung up after that!!
I am saying this again, that Tata's have great products but the same is spoilt big time by the dealers and service network apart from their lethargic customer care which has a long way to go.