Re: Introducing ‘Rogue’ in TW with a MJD heart (Punto 1.3 Emo)
ya..fiat is getting its lost colours back,nowadys i could see more number of punto & lineas around trivandrum city,and all are happy with it.And swift owners were amazed by the way punto rides and handles.Also one of the maruti service centre guy said me that punto is far far better than swift in terms of ride and mechanical part.He advised me not to go with swift,as i was planning for a new car.According to him,the old DDIS machines was good,the new ones is showing problems,and he says he is also fed up with the rattling issues,right from first service.When i pointed him about the issues of spare parts with Fiat cars.The reply i got was really shocking."how many maruthi owners check whether the spares going in are maruti ceritified fresh pieces?He worked with a well known service centre of maruti,when a customer complaints about the delay the mangement instructs him to get that spare from an vehicle met with some accident,and the customer has been made to pay for the new one,and the accident vehicle gets a new one that too charged,saying that it got damaged during the accident..seriously i was shocked to hear that,and he added one more thing that "plz dont make this public,as more the car he service,more the payment he gets"
Agreed. But still one cant argue with the sales and customer satisfaction indices in which Maruti always beats the whole competition. The fact remains that as far as After Sales Service is concerned, Maruti is the King. Not for nothing does the Alto - which is the default car for a first time Indian car buyer- sells 20000 units per month consistently. The first time car buyer wants, among other things, peace of mind from his purchase, which a Maruti Suzuki provides.
Maruti has become what it is today only after years of working hard at establishing a great after sales service network. Fiat products are not bad per se, but performance wise, they are beaten on all parameters by products in the same category. Acceleration, fuel efficiency, roll-ons, reliability, spare parts price and availability, servicing costs, you name it and the competition simply does it better.The only redeeming factor being the ride and handling which is almost inconsequential to the average Indian car buyer who constitutes more than 90% of the annual car sales in the country. I sometimes wonder what does Fiat want to do? It's advertising its cars have been designed by Giorgetto Giugiaro....a name that 99% of the car buying public has never heard.
Enthusiasts can never provide volumes, so things like passion and soul wont work in promoting a product and lets face it, Fiat cars have nothing to offer to the enthusiasts except perhaps good looks and a reasonably good engine in the Linea T-Jet. Fiat failed with the Uno, then Came back again with the Palio under a new MD Maurizio Paolo Bianchi - the Palio garnered good bookings like the Uno did but Fiat again squandered this opportunity due to the reasons we all know - niggles, fuel guzzler tag and pathetic after sales service. They came back again with a band under another new MD Rajeev Kapoor but didn't pay heed to the basics and Fiat sales collapsed again.
My heart goes out for this company. I mean - tie up with Tata? Even though I understand the costing part of business, I would love to meet the person at Fiat who gave a go ahead to this idea to tying up with Tata for after sales service. That's a bit like entrusting one's young daughter to a rapist and hoping that all would be fine.
One may argue that Tata cars (with the same Fiat engines) are selling well despite the same after sales network but the fact is that the customer for these two brands have totally different bent of mind while looking for a car. Someone who buys a Tata car would not think of buying a Fiat car and vice versa.
In the car business, especially in a country like India where A/B/C segment cars are considered a once in a lifetime buy, it's extremely difficult to salvage the reputation on a failed product howsoever good that product may be, because nobody would spend Rs.5-10 lakh on something that he knows may give him trouble right from day one.
One of my friends has registered for the test drive of the Punto SEVEN times on the Fiat website in the last month but is yet to receive a call/mail; so much to say about the attitude of the company that is offering benefits upto Rs 1.35 lakhs on the Punto ! You have a genuine buyer here who is asking for your car and you refuse to even acknowledge his existence !
There is very little hope now that Puntos and Lineas could achieve sustainable sales figures. Fiat needs to act. And Fiat needs to act fast. It NEEDS good dealerships, whether it manages to do it with or without Tata is immaterial. It needs to take some harsh decisions.
Sack the QC guys and get replacement guys from Toyota/Honda who know how to sort out the niggles at the production stage.
Replace the Customer Support team and get new, enthusiastic chaps who love the FIAT badge. Ask the senior management to leave their air conditioned offices and inspect the dealerships physically over and over and over to sort things out.
Debug your supply chain and sort out the spare parts issue. Pull up your parts vendors and ensure only good components are put on your cars. For Gods sake Fiat, I really, really want to buy a Punto. Please let me buy one with my eyes closed. Go get 'em, Tiger.