Tata Motors Buckles Up With HorizonNext Strategy


#31
anshuman8

anshuman8

V10
#31
Joined
Feb 27, 2013
Messages
3,779
Likes
1,335
Location
Bangalore
An update on TASS.

Got a call from TATA Motors Customer Service last week.

The agent (lady) after chit chat asked how is the car behaving after 10K service. My answer was "good". She was happy and asked if I faced any issues/niggles. I said no. She seemed to surprised and asked twice same question again.

She seemed to be disappointed with my answer of not facing any issues[frustration]. May be I am very rare customer for TATA.

Cheers,
Anshuman
 
#32
navnit013

navnit013

V10
#32
Joined
Dec 27, 2012
Messages
1,038
Likes
619
Location
KA 20
anshuman8 said:
An update on TASS.

Got a call.........customer for TATA.

Cheers,
Anshuman
Click to expand...
[lol][lol]

These days, If you visit the showroom/service center, the very next day you are bombarded by phone calls from Showroom, and a couple from TATA call center (if you are lucky, if unlucky expect more). It looks like they are working too hard.

One day I receive a call from JD Power survey. It was about the customer satisfaction, well during the ownership of the vehicle.

JD: Hello sir, calling from JD. blah blah blah. Its about customer satisfaction, and service performance of TATA.

navnit013 (having lunch): Ok, go ahead.

JD: sir, you own a TATA Sumo Grande Mk2, purchased from so and so in 2011.
N013: yes.

JD: Are you Mr (fathers name).
N013: Nope, m his son.

JD: Do you run the vehicle and take it to service.
N013: yes.

JD: Sir, I would like to ask a few questions about your 15000 kms service.
N013: Do you know my service for 15000 kms was done in Nov 2011. And Now its May 2012?

JD:err, well, sir..
N013: I've done 30000 kms more, and have visited the service center 2 more times??

JD: In that case sir, I'll forward your details to blah blah blah.

Since then, I dont believe these surveys. And when they say a manufacturer has topped the customer satisfaction survey or a manufacturerhas failed to improve on their previous score.
 
#34
acechip

acechip

V8
#34
Joined
Nov 24, 2013
Messages
941
Likes
925
Location
Pune
I read in an Automotive marketing book the other day, that the concept of 'Customer Satisfaction' and related CSS actions is given perhaps too much importance the world over. Apparently, car makers have to strive for a balance whereby they can protect their innovation ability and at the same time "conform" to customer requirement by meeting their satisfaction levels. The book argues that companies like Apple, Sony had to switch gears from time to time to innovate and therefore, look within instead of outside , ie, the customer. An interesting deviation to to the popular refrain, dont you think ?
 
#36
BoltFromTheBlue

BoltFromTheBlue

V6
#36
Joined
Mar 21, 2014
Messages
474
Likes
562
Location
Bangalore
Guys, today yet again I had that beautiful HorizonNext A.S.Service experience from Tata Motors. I had some major blockage in my cars entire AC system and water was dripping on the floor on the passenger side. Hence for past 3 days was visiting Ta Mo twice a day to check my cars status (and particularly to see how HorizonNext is in action) as Concorde Motors Dairy circle, Bangalore is just next door to office.

It was a wonderful experience and the sales agents listen to the customer very patiently now [clap]. Above that they concern your requirements and wishes and put them in action. I loved the experience and would definitely recommend others to go feel it once. The feedback on the service, Sales Agent, Time taken to finish the tasks, etc. are all very important for them and mandatory [:D].

Finally, i requested them a discount and they gave me a good 5-10% discount on spare parts!!! I am more than happy about the HorizonNext experience. Beware Maruti, Hyundai here they come Tata Motors with a big bang on A.S.S.
 
#39
kenlitting

kenlitting

V6
#39
Joined
Jul 24, 2010
Messages
317
Likes
77
Location
God 's Own Country
My TATA ASS(KVR KANNUR KERALA) has become worse after Mr Karyl Slym s death. Formerly after every service i used to get calls from tata customer care this time no calls even after three weeks. Previously Service dealer was afraid of poor feedback given on calls from Tata customer care from pune. So they acted promptly to their own feed back calls from service dealer.I never felt any difference of HORIZON NEXT its worser now.
 
Last edited:
#40
BoltFromTheBlue

BoltFromTheBlue

V6
#40
Joined
Mar 21, 2014
Messages
474
Likes
562
Location
Bangalore
Apart from Concorde the other TASS in bengaluru like Prerana Motors and HiTech Motors too are doing extremely good. I had the same above explained experience a few months ago with Prerana Hosur Road branch. For one of the points in their feedback form I did give them just an above average rating.

Thats it, after that they had a 15 minutes discussion with me on that feedback point. some senior manager walked down to me and he called on the service agent who attended my vehicle. All three were in neck deep discussion why that poor rating service happened, and finally after coming to a consensus he (the senior manager) apologizes for that service this time and promises to improve on that the next time. Lovely, isn't it?

Now a days after the introduction of diesel vehicles in Honda, their service too is very bad and no one cares for you now. Hondas service is like old Tatas service (prior to HorizonNext!)
And Tata service is like Hyundais and earlier Hondas!!! Love that swapping.

I am very satisfied with the kinda service improvements what they are showing now. The only mantra which always works out - Grill them most and get the most out of them.
 
#43
Raja

Raja

V12
#43
Joined
Feb 28, 2012
Messages
7,026
Likes
2,847
Location
Mumbai
kenlitting said:
My TATA ASS(KVR KANNUR KERALA) has become worse after Mr Karyl Slym s death. Formerly after every service i used to get calls from tata customer care this time no calls even after three weeks. Previously Service dealer was afraid of poor feedback given on calls from Tata customer care from pune. So they acted promptly to their own feed back calls from service dealer.I never felt any difference of HORIZON NEXT its worser now.
Click to expand...
Exactly what worse happened in the service ? Can you explain in detail ?
 
#44
kenlitting

kenlitting

V6
#44
Joined
Jul 24, 2010
Messages
317
Likes
77
Location
God 's Own Country
Raja said:
Exactly what worse happened in the service ? Can you explain in detail ?
Click to expand...
After the paid service with oil change my car wheel alignment has got disrupted, car pulling to left,i called the SA on my way back he says Sir, i have not done wheel alignment due to lack of time. He gives me a sweet advice to get wheel alignment done outside as i will get one free alignment after 1000kms.Next he asks me to bring the vehicle once more to service centre stating some noise inside dashboard needs to be corrected and front disc brake needs skimming. This SA could have called me and asked permission for one more day to keep the vehicle at service he did not do it. I spoke to CRM(customer relations manager) who told me he will pick my car anyother daywhen free and rectify my problems. But whenever i call him he says today heavy booking for service sir, please give me another day.I refused to give feedback on call from service centre after service. Usually i get calls from TATA call centre at pune post service but this time didnot get it.
 
Last edited:
#45
Raja

Raja

V12
#45
Joined
Feb 28, 2012
Messages
7,026
Likes
2,847
Location
Mumbai
kenlitting said:
After the paid service with oil change my car wheel alignment has got disrupted, car pulling to left,i called the SA on my way back he says Sir, i have not done wheel alignment due to lack of time. He gives me a sweet advice to get wheel alignment done outside as i will get one free alignment after 1000kms.Next he asks me to bring the vehicle once more to service centre stating some noise inside dashboard needs to be corrected and front disc brake needs skimming. This SA could have called me and asked permission for one more day to keep the vehicle at service he did not do it. I spoke to CRM(customer relations manager) who told me he will pick my car anyother daywhen free and rectify my problems. But whenever i call him he says today heavy booking for service sir, please give me another day.I refused to give feedback on call from service centre after service. Usually i get calls from TATA call centre at pune post service but this time didnot get it.
Click to expand...
Next time remember not to sign the job card . write this everything on ranjit yadavs twitter page a.s.a.p.
 
You must log in or register to reply here.
Top Bottom