Want to Buy a Car from a "Vegetable Vendor"?


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Just wanted to share a horrible experience we had with Sre Shashti Cars, Tirupur while buying our latest car - Swift ZDI.

The whole experience was cumbersome, which made me feel so bad about Maruti's dealerships as a whole while i come from a Honda background for a decade.

The first time i went to the dealership, i thought it was a great place and the experience would be fine considering the many cars in my FIL's family which were taken there. But, i was zeroed down. How? Read on:

Prologue - This is noting about the dealer's mistake:

We had booked Swift VDI + ABS in the month of March. Waiting period was 6 months. We decided to wait.
During the waiting period, the new swift's launch was scheduled. So, we opted to go for the new swift.

We got a letter from Maruti too that we will be upgraded to the new swift.
All were happy until the news about no ABS in VDI popped up.
It was decided no compromise on safely. So, ZDI was booked and full amount (Ex-Showroom was paid) assuming that we will be getting the vehicle first (FIL's view).

Due to the strike, it was very much understandable that they will not be able to give the car on time. We decided to wait since it was not their fault.

Everything was fine until i went to the dealership to do a TD.

Day 1 incident:

We went to the dealership to have a TD done on the car.
Sadly, the response was: Sir, no TD since you have already paid the full amount. I was like WTH?
(May be the dealer thought that i was a person without any knowledge on automobiles looking at my khadi shirt and grey pant (politician style)).

I was keeping a innocent face and looks to check out what are the kind of gimmicks that the dealers will do to a person without knowledge on automobiles?

I was requesting them for a TD and finally after 30 minutes of negotiation, i got the TD car - Swift ZDI.

Forgot all the incidents that happened inside the dealership and did a TD for about 20 minutes and was happy with a lot of features that is pretty similar to my current ride - Honda City iVTEC.

Once TD was done, i called up the SE and asked for a brochure and the response was new car - no brochure yet. Agreed the excuse.

I then asked for features and here starts the bitter experience - Everyone were having a $ in their eyes as if i asked something new.
They said the following:

SE 1: It is swift sir, amazing car. You don't know about swift eh?
SE 2: Swift is the top selling car and waiting period is huge and the car is in high demand. Diesel version is the best in India.

Me: Please tell me the features
SE 2: Alloy wheels, fog lamp, disk break, Blah blah blah.

Me: I did check out ACC feature. Can you tell me about it?
SE 1 & SE 2: Sir, this is the first thing in Maruti and the best. Only cars above 10 lakhs have these features.

Me: Sorry i did not understand. I asked for what is ACC?
SE 1: Automatic AC. Ac switches on and off automatically.[frustration]

SE 2 adds: Moreover it will ensure that you are cool sitting in the car always.
Me: Mam, i have paid for the car already. Please don't worry about me cancelling the booking. I will take the car. But, curious to know some things.

SE 2: Sir, this car is in high demand and even if your booking is cancelled - The amount will be given immediately.
My instant reaction - A furious red face and abuse awaiting right in the lips. Had to control since my FIL was standing right beside me [cry].

And left a note to the 2 useless SE's that i own Hondas for a decade and i know about cars. And added - I'm a avid reader of blogs and know what happens in the industry.

SE 1 & 2 curiously: What is blog?
Me: Online forums where they discuss about cars, bikes, busses and stuffs.

Gave a simple smile with a sarcastic look. No use talking to these stupids and wasting my time.
Let me move on and left the dealership thanking for the TD.

A Month before:
A month before i got the car delivered, a call came from the dealership informing that they have their first ZDI in the dealership and it was red color. Rejected it.

SE 1: Sir, don't miss this car. Color is good.
Me: Auspicious reasons. Red cannot be taken.

Then came a threat - Sir, if you miss this car, we cannot tell you how long will it take for you to get the required color. So, take this one.
I went little mad this time and started on a high tone.

Me: Listen - I am the customer and you are a dealer. I buy what you sell and i don't have to buy whatever you sell.
I don't want red/ black. Any other colors can be considered.
SE: Ok thank you. Bang. Call ended.

After a few weeks, a call came from FIL that a white ZDI was available (The SE had skipped me despite instructions were given to contact me). So, thought it was also a good color. Why not we go for it?

Got the SE's number and called her and discussed about the car.

SE 1: Sir, this car is available. Tell you decision in 10 minutes.
Me: Wait. I need further information on the car.

SE 1: What information you need?
Me: VIN number.

SE 1: VIN number? That will be available only if you confirm this car.
Me: (Little frustrated) I need the VIN to decide on the car. If not, let me speak to your manager.

SE 1: I can give you the chaisis number.
Me: Ok. Please give it.

SE 1: I will call you back.
Me: Thank you.

After 30 minutes, a call came back.

SE 1: Sir, we are not giving you the car.
Me: Why?

SE 1: You had opted for Silver so it will be ready in 2 weeks.
Me: Then why you asked me for a white car?

SE 1: Sorry sir, we have commited the car to another person.
We had a huge argument and i was wondering why they were stepping back when i asked for VIN (Old lot?).

Conclusion: We await for the silver car.

3 weeks later, we got a call and they said silver color has arrived.

Me: Please give me the vin number?
SE 2: xxxxxxxxxx is you VIN, xxxxxxx is your enginer number.

Me: When can i come to see the car and do a PDI?
SE 2: PDI will be done by the manufacturer itself. You don't have to do it.

Me: Nope. PDI is what a customer will do. The manufacturer does quality checks.
SE 2: Let me check if you can see the car.

Call on hold.

SE 1: Sir, you can get a PDI done post invoicing.
Me: (Tired of arguing with these idiots & confirming that it was a December manufactured car) Ok fine (Betting that it should be good).

Later discussion about the registration:

SE 1: We will register the car for you.
Me: I need a fancy number 2233 or 2323.

SE 1: We will check with the RTO broker and get back to you.
Me: Thank you.

After a good 2 hours, a call came.

Me: Is the number available?
SE 1: No.

Me: Why? The running series is 1000 and how come i not get it?
SE 1: The number was already commited to another customer. So, we cannot do it for you.

Me: Ok then i will try.
SE 1: No. Don't try. Another customer needs it.

Me: You are not a RTO to decide on it. So, i will check with RTO.
SE 1: Your wish. Thank you.

Checked with RTO post providing our invoice and the number 2233 was blocked by some other person who is awaiting a Audi with a letter from secretriat (Dealer was fooling the other person also i suppose).
The number 2323 was already registered to a Honda Accord.

So, we decided to go for another number. Got yet another fancy number.
Called the dealership and discussed about registration date. This was the worst of all experiences.

Me : I need the car to be registered in January, 2012.
SE 1: Not possible. We need to close this for you by this month (Dec, 2011).

Me: Listen, i am not bothered about your deadlines. I want this to be registered in January and thats my requirement. I am ready to speak with whom so ever it is.
SE 1: The car is already invoiced. So, you need to register it in 5 days.

ME: I will call you back.

I was like hell to your dealership after knowing the fact that invoicing and registration can happen based on customer's requirement. And timeline is not definitely 5 days (My previous car's invoice and delivery took place in a gap of 1.5 months).

Meantime, SE 2 had called FIL and had told that if the car is not taken in 2-3 days, it will be given to someone else.

FIL was also very annoyed by the act of the dealership. I told him that the dealership cannot force us to do the registration based on the invoicing date and moreover they cannot give the car to someone else once it was invoiced.

Since we were not ready to go and keep explaining to the silly guys, we decided to take a delivery in the same month.

The over all experience and language used by the dealership was like buying some vegetable from a vegetable vendor [anger].

So, guys my sincere advice is to be safe with this dealership and discuss the terms prior.
 
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Vishwas

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Whoa this conversation tells me that the dealers talk everything in favor of them and not for us!
By reading the RTO process here i can say, Stupid lazy SEs doesn't want to work and just need hike in their salaries!
 
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That was horrible at MSIL outlet. If the virus spreads across the country, I have no doubt that Maruti will loose its so called name for customer service and eventually time will come that MSIL ASS will be called below average.

Frustrations apart, I think this has to do with the culture at the dealerships and the kind of training the SE's get while induction. The problem with MSIL is the salary packages they offer to the SE's. Their X+Y combination is so weird that not many employees have longer tenures especially in the age group of 25-30. Moreover, the hot selling cars are not counted in their monthly KRAs and still they have to sell minimum x numbers of the hot selling models. Anything more on those does not attract any benefit to the SE. Therefore, they are not very polite towards selling those models.

For example >> you go for a Ritz and the SE will be more than happy to find out whatever you want to know about the car. However, Alto & Swift siblings are sold as if every TDH in the market is supposed to know everything about the car. Stupid fellows.

Anyways, I hope your bad experiences with MSIL end here and rest of the tenure is as pleasant as it could be!
 
Thread Starter #4
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Whoa this conversation tells me that the dealers talk everything in favor of them and not for us!
By reading the RTO process here i can say, Stupid lazy SEs doesn't want to work and just need hike in their salaries!
Definitely Vishwas they work for money and customer centricity was at a task. Since i'm from a field where in customer service is important, this experience shattered me.

That was horrible at MSIL outlet. If the virus spreads across the country, I have no doubt that Maruti will loose its so called name for customer service and eventually time will come that MSIL ASS will be called below average.

Frustrations apart, I think this has to do with the culture at the dealerships and the kind of training the SE's get while induction. The problem with MSIL is the salary packages they offer to the SE's. Their X+Y combination is so weird that not many employees have longer tenures especially in the age group of 25-30. Moreover, the hot selling cars are not counted in their monthly KRAs and still they have to sell minimum x numbers of the hot selling models. Anything more on those does not attract any benefit to the SE. Therefore, they are not very polite towards selling those models.

For example >> you go for a Ritz and the SE will be more than happy to find out whatever you want to know about the car. However, Alto & Swift siblings are sold as if every TDH in the market is supposed to know everything about the car. Stupid fellows.

Anyways, I hope your bad experiences with MSIL end here and rest of the tenure is as pleasant as it could be!
You may be right. Did not get a chance to play the fool with them as they already irritated me to the core. Or else, would have enquired about kizashi.

I have decided not to interact with that dealership any more. The only best thing i got out of this pain was a good car manufacured in December, 2011.

For servicing, i need to find a good dealership in Chennai.

Maybe my mindset has tuned upto the premium customer service that Honda usually offers me.
 
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I have escorted my family members, relatives, friends, etc for buying cars many times and apart from a few bright sparks (in terms of SAs and not dealers- I am yet to come across a car dealership where the entire staff is superbly trained), the car buying experience has been totally rubbish. Maybe people like us TAIndians being more knowledgeable about all matters automotive than the average car buyer come to expect more from SAs and car dealers but being a car salesman/girl and talking rubbish about the product and related issues is unacceptable and totally unprofessional. An unsuspecting/gullible car buyer could be coaxed into buying anything by such people. What a pity!
 
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Dont get me wrong , but why ask them questions when you allready know the answers . Like that regarding ACC . These people are generally dumb . I have a 2007 Swift VDI and whenever i have any questions i ask their mechanics during servicing , forget the sales people . You must be glad that for such a high demand car they gave you the option for changing the version from VDI to ZDI and also different colors . I have booked Hyundai Verna SX crdi and still waiting delivery . Forget about changing versions or colors in it . For such high demand cars i have seen that generally the sales rep are a pain in the butt but rest assure the service you usually get from maruti is top notch as compared to some other brands .
 
Thread Starter #7
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I have escorted my family members, relatives, friends, etc for buying cars many times and apart from a few bright sparks (in terms of SAs and not dealers- I am yet to come across a car dealership where the entire staff is superbly trained), the car buying experience has been totally rubbish. Maybe people like us TAIndians being more knowledgeable about all matters automotive than the average car buyer come to expect more from SAs and car dealers but being a car salesman/girl and talking rubbish about the product and related issues is unacceptable and totally unprofessional. An unsuspecting/gullible car buyer could be coaxed into buying anything by such people. What a pity!
I would mention a special thanks for TAI or else i'd have been in soup.

Dont get me wrong , but why ask them questions when you allready know the answers . Like that regarding ACC .
No worries buddy. I knew that there is something called ACC but unaware on the working and features. So, i was curious as a customer. Since i got a fitting reply from the SE, found it in internet later.

If internet is a source for everything, then why walk up to the showroom, do a TD and book a car? Have a online booking done with NEFT.

These SE's were ill trained in technical stuffs and customer handling.

These people are generally dumb . I have a 2007 Swift VDI and whenever i have any questions i ask their mechanics during servicing , forget the sales people.
I agree buddy. I will check out the way as you said once i get the car serviced. I know the SE's are somewhat dumb thro' forums but it was my experience.

You must be glad that for such a high demand car they gave you the option for changing the version from VDI to ZDI and also different colors. I have booked Hyundai Verna SX crdi and still waiting delivery . Forget about changing versions or colors in it . For such high demand cars i have seen that generally the sales rep are a pain in the butt but rest assure the service you usually get from maruti is top notch as compared to some other brands .
Glad for waiting 9 months? No. Thats not what "WE" expect.
The choice of upgrading to New Swift was done from MSIL and not the dealership. A confirmation call came from the regional office of MSIL post the letter from MSIL which most members in this forum also received.
We initially booked VDI + ABS and were asked to choose since they will be able to give the new version cars only. So, opted for ZDI (Remember - It's about a lakh more).

We waited for 9 months though with no questions to the dealer understanding the situation even after paying the full cash.
In regards to color options, go thro' the above conversations once again and see if it was given an option/ forceful opportunitism?
 
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We waited for 9 months though with no questions to the dealer understanding the situation even after paying the full cash.
In regards to color options, go thro' the above conversations once again and see if it was given an option/ forceful opportunitism?
9 months wait is insane , sorry i didnt read your entire post . Its been almost 4 months since i booked my verna and i am calling my dealer everyday . I think he has got fed up with me and hence has promised to make the delivery this month around 18-20th [:)] . Sometimes being harsh can be slight helpful . Being hard on sales rep is a waste of time instead find some person on a higher post . This usually does the trick for me .
Anyway congrats on your purchase . Swift VDI was my first car and even after 4 years and 75k rough handling it hasnt broken down . Only had to replace the clutch plate which i think all diesel motors have to do . I dont think the newer swift model would be anything diffferent but havent yet driven one .
 
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Quite an experience for you truecitylover, if I were in your place I would have lost my temper pretty quickly & blasted at them right there. Guess its come to a point where in India customer is no longer the king but its the dealerships & companies that are kings!
 

TSIVipul

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Haha..Truecitylover..bro you got a good experience.Why?This will help you alter your behavior with those people in future.
Here in Meerut if you go to Honda/Skoda/VW/Toyota/ford dealership then you really enjoy interacting with them while if you go to MS or Hyundai or Tata dealership then they try their best to make you pissed off,and its good to know that not only we Meerutians are suffering from this problem,you people too face the same.
No offence to anyone,but these low cost brands really don't know how to pamper their customers.

Well,you people keep blaming me for slapping or punishing those guys,but now you will understand why I do so.Those people deserve some abuse and hard voice only,you talk to them softly and they will try to overpower or force you to move their way and if you gift them with some strict actions than they are very customer friendly,at least for you.If this incident would have happened to me,then definitely at least one slap would have been mentioned in the whole story.
Damn "Sir,there are many more customers"
I mean,they trying to firstly force you to take the vehicle,when you don't agree then they try to threat you by these nonsense excuses.Have you complained to MS about it?If not,then do it right now.Next time you go to dealership then on my behalf gift them with some good actions if they again repeat any such drama again.
Our Laura kept waiting for 24 days in the dealership itself,but they never said that we will have to take it within 5 days,we got it invoiced and registered when we wanted.
Our Innova kept waiting for 2 months because my father was busy for elections.
Our Corolla waited for 11 days because my father wanted to receive it on my birthday(9 Aug).None of the three times we got any phone call saying the car is invoiced or we need to invoice it soon.
My friend bought Jazz two months back,even with 6 months waiting Honda guys never gave any such threats to him that car will be given to someone else,instead they called up my friend and asked that a customer wants to buy the car in emergency and if he can wait for 15 days then he will get the car of that customer,my friend said 'Yes' and he got another Jazz in just 10 days.
The money is ours,the car is ours then either we buy and register the car or put the car on fire,what the MS guys have to do with that??
 
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You will get a feedback form from dealer, put all you points in that and hand it over to them, you will soon get a call from maruti and then give feedback, you will see things will change for sure.
 
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Sre Shashti is the worst Maruti dealer I came across.

When we went there for booking Wagon-R in 2005 SE was claiming that LXi variant comes with power steering and recently when I went along with my friend for retro fiting remote boot opener for Alto (he works in IT company where securities used to check the boot on his entry every day, so manual lock is bit irritating) SE said that remote boot opening comes only in luxury cars (Merc, Audi blahblahblah) [frustration]

To my experience no SE is reasonably knowledged on their product.

We skipped Shashti and booked Wagon-R from Ambal Autos (Coimbatore).
 
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Haha..Truecitylover..bro you got a good experience.Why?This will help you alter your behavior with those people in future.
Here in Meerut if you go to Honda/Skoda/VW/Toyota/ford dealership then you really enjoy interacting with them while if you go to MS or Hyundai or Tata dealership then they try their best to make you pissed off,and its good to know that not only we Meerutians are suffering from this problem,you people too face the same.
Not all TATA, MS, Hyundai Dealers are like that. It may be a exception. I recently purchased from TATA Concorde. Everything was smooth. Also not all premium brand delars you have mentioned behave properly. There are some Skoda dealership woe stories as well on blogs you can refer.
 
Thread Starter #14
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9 months wait is insane , sorry i didnt read your entire post .
No worries buddy!

Its been almost 4 months since i booked my verna and i am calling my dealer everyday . I think he has got fed up with me and hence has promised to make the delivery this month around 18-20th [:)] .
We never presurised the dealer for delivery. We waited since we knew the fact that MSIL was on strike.

Sometimes being harsh can be slight helpful . Being hard on sales rep is a waste of time instead find some person on a higher post . This usually does the trick for me .
Agreed. I would have doe it. But the face to face interaction with dealer was by FIL as i'm in a different city. Also, there was no point in telephonic discussion with dealer.

Anyway congrats on your purchase . Swift VDI was my first car and even after 4 years and 75k rough handling it hasnt broken down . Only had to replace the clutch plate which i think all diesel motors have to do . I dont think the newer swift model would be anything diffferent but havent yet driven one .
Thank you . I expect the vehicle to be as good as yours is. [:)]

Quite an experience for you truecitylover, if I were in your place I would have lost my temper pretty quickly & blasted at them right there. Guess its come to a point where in India customer is no longer the king but its the dealerships & companies that are kings!
I loose my temper when they give some bull**t. I had to play it down because of my FIL's presence. But on phone, yes i did.

Haha..Truecitylover..bro you got a good experience.Why?This will help you alter your behavior with those people in future.
Here in Meerut if you go to Honda/Skoda/VW/Toyota/ford dealership then you really enjoy interacting with them while if you go to MS or Hyundai or Tata dealership then they try their best to make you pissed off,and its good to know that not only we Meerutians are suffering from this problem,you people too face the same.
No offence to anyone,but these low cost brands really don't know how to pamper their customers.
Yes, it was a experience but i'm at last happy that a good car has been delivered. Not all aam admi car dealers are like this. There are few good ones too.

Well,you people keep blaming me for slapping or punishing those guys,but now you will understand why I do so.Those people deserve some abuse and hard voice only,you talk to them softly and they will try to overpower or force you to move their way and if you gift them with some strict actions than they are very customer friendly,at least for you.If this incident would have happened to me,then definitely at least one slap would have been mentioned in the whole story.
There was no point getting physical with them. These fools don't understand it.

Damn "Sir,there are many more customers"
That was the line which pissed me of till the core.

I mean,they trying to firstly force you to take the vehicle,when you don't agree then they try to threat you by these nonsense excuses.
Yes. Agreed. But this is a first time exerience.

Have you complained to MS about it?
If not,then do it right now.Next time you go to dealership then on my behalf gift them with some good actions if they again repeat any such drama again.
No i did not. I just looked at few reviews and there was no point in complaining to MSIL.

Our Laura kept waiting for 24 days in the dealership itself,but they never said that we will have to take it within 5 days,we got it invoiced and registered when we wanted.
Our Innova kept waiting for 2 months because my father was busy for elections.
Our Corolla waited for 11 days because my father wanted to receive it on my birthday(9 Aug).None of the three times we got any phone call saying the car is invoiced or we need to invoice it soon.
My friend bought Jazz two months back,even with 6 months waiting Honda guys never gave any such threats to him that car will be given to someone else,instead they called up my friend and asked that a customer wants to buy the car in emergency and if he can wait for 15 days then he will get the car of that customer,my friend said 'Yes' and he got another Jazz in just 10 days.
The money is ours,the car is ours then either we buy and register the car or put the car on fire,what the MS guys have to do with that??
I also had a good experience with Honda. But this dealership was all crap.

You will get a feedback form from dealer, put all you points in that and hand it over to them, you will soon get a call from maruti and then give feedback, you will see things will change for sure.
Delivery was taken by FIL. Also, there was no point in keeping the issue on going considering that MSIL at times will be sitting ducks.

Sre Shashti is the worst Maruti dealer I came across.
When we went there for booking Wagon-R in 2005 SE was claiming that LXi variant comes with power steering and recently when I went along with my friend for retro fiting remote boot opener for Alto (he works in IT company where securities used to check the boot on his entry every day, so manual lock is bit irritating) SE said that remote boot opening comes only in luxury cars (Merc, Audi blahblahblah) [frustration]
Well. Yet another story eh? Seems like you are also annoyed by Sre Shasthi.

Ambal is good. But JKS is not good in terms of service. My uncle who owns a Eeco have faced hard times with them.

BTW, i thought that you would reply to this post as you are also from TN 39.

To my experience no SE is reasonably knowledged on their product.

We skipped Shashti and booked Wagon-R from Ambal Autos (Coimbatore).
I would term "No Knowledge". Any school going kidthese days can be better than those morons i dealt with.

Not all TATA, MS, Hyundai Dealers are like that. It may be a exception. I recently purchased from TATA Concorde. Everything was smooth. Also not all premium brand delars you have mentioned behave properly. There are some Skoda dealership woe stories as well on blogs you can refer.
I agree. There are few genuine dealers around. But, they are a rarity!
 
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