Tata Safari Left Me Stranded. Now a Hat-Trick!

[msjawahar]

Re: New Update.

To update this thread,got a call from the TASS CRM stating that they have received a part confirmation for the injector work and are waiting for the full confirmation and is only expected by Saturday or Monday morning. What is with Tata I don't understand, something is wrong with this vehicle,you fix it and solve your issues with the dealer later. Don't harass a customer cause his mistake was only that he bought a Tata vehicle. Its been the end of the third week since I gave the TASS the car,and like always getting only promises of the not-so-bright future.

me too faced a situation like you in my manza. i have to speak to the area manager in a threatening voice that i wil defame your company. finally he came to my words. but at the end i sold of my manza. Because the pain that i went through for 2 months just for a issue is limitless. now i decided not to buy any products frm TML in the future even if they improve too, i've decided not to.

 

[goencho]

Start of Week 4,Day 1:Just to update this thread, I visited the dealership today, and as usual No vehicle. The vehicle is "said" to be ready and tomorrow it will be taken on a long drive to check if any other issues are there if not hopefully I will receive the vehicle back to me on Wednesday.

I received a call from the Mumbai head office and apparently due to the tweets going out to Mr. Karl Slym, the lady on the other end "promised" me that all errors will be rectified once and for all and If I have any issues then I can contact back on their direct number which she has provided me with.

My only message that goes out to anyone from Tata reading this thread:
Improve your vehicle quality, if not improve the quality of repairs and do not harass a customer especially when you know its genuine and its a proper fault. A customer need not go through higher channels to get the solution. This is business management 101 guys. After all I own a Nano,Ace(x2), my family owns indica's and indigo's in multiple digits. All of them had their fair share of niggles no doubt and all were repaired successfully. Never have I seen such a failure in any vehicle in my life and especially a vehicle well maintained and cared for. No horizon-next programs will improve Tata Motor's image if loyal customers are left in complete darkness.

 

[Sam Dinkar]

Good going. I do hope that your problems would be rectified now that you have pulled the right strings. I maintain that you MUST obtain a WRITTEN declaration on the dealership's letterhead that your problem has been taken care of and similar failure is not expected in the future.

Look at the good side of it all, you can now threaten any Tata dealer by telling him that you know Karl Slym personally.

 

[Octy_Vin]

Any updates? Got your vehicle back?

 

[goencho]

To update this thread,No car yet. I called the S.A. at the TASS and he told me that no work had completed cause of part-warranty permissions from the head office were not received yet. Then I spoke to the head technician who was in-charge of my vehicle and he said work is in progress.I called the S.A. who promised a call back within 5 minutes which never came(guess 5 minutes means never in his language).

So finally I got pissed and tweeted this to the Tata Safari team and got a call back from the marketing communications team of the Tata Safari. The lady was apologetic and promised to find out the latest outcome and give me a call back. Fortunately she did call back and reported that the test drive was done and after the timing belt stuff was repaired they have still found a problem with a part in the head assembly and this part is not available here in Goa(no surprises there) and will be shipped. Due to the holidays in between now as per her promise, I will receive the car on 11th November for sure.

So now fingers crossed yet again. Would love to hear your views on this guys.

 

[goencho]

Update 1 month,12 days!

Hi guys,

So time for an update after a long time. The car is ready an I did take a test drive on 9th November. The car seems to run as normal,no lag,tried hill climb and the vehicle did so without any hesitation. Apparently while returning from the test drive and when I gave the car to the head technician and I sat on the rear seat I found one of my head rest screens to be tampered with. Its not working now and I am sure it was working cause I saw a movie on it when I'd a lot of time to pass on the tow truck journey. The TASS tried checking it but they say its an electronic problem with the screen.

Anyways now I have asked Tata to give me in writing an assurance that the vehicle will not have this problem reoccurring again for the 4th time until the belt needs to be changed in its normal time period. Tata itself suggests that the belt be replaced at 1 Lac kms. or 5 - years. My timing belt has been replaced 3 times on 40K kms itself so taking verbal assurance is out of the question. The lady from the Tata Safari team who was in communication with me has responded that I will be getting a formal reply from the legal team and customer support team so the wait starts.

I have not collected the vehicle yet.The loaner has been given back upon request from the TASS-some poor Tata-harrased soul must be in need of the same and also since my car is ready. So now I got to wait for a reply, the longer these guys at Tata delay, the stronger does my case get.

I'd like to ask you guys do I need to make any particular checks before taking the vehicle.

 

[mukeshus]

Hi goencho good to hear your wait has almost come to an end.

Click some pics whenever you visit the car for inspection.

And post some pics for us too.

 

[jarpickle]

Drive the vehicle for atleast 10kms before you sign any documents accepting the vehicle back.I would suggest you seek legal advice regarding this issue.

 

[jarpickle]

Goencho, whats the update?

Have they reverted back to you?

 

[goencho]

Time for another update:

After my recent test drive of the car, the HQ had sent a team of engineers for quality inspections and to check the overall functioning of the car. These guys went on a long test drive and apparently after they came back,asked the dealership to reinspect the belt. Guess what they see, the belt still showed wear as if it was rubbing with a part. On further inspection they see that the pulley and the spindle connected to the head were misaligned/tilted/bent causing the belt to rub again. ( I am not so fluent in technical conversation but I hope you guys get what I am trying to explain)

So apparently the guys from Tata HQ had brought along with them another "updated" update kit with this particular pulley and some few parts which then they asked the TASS to replace. The further asked them to sent some numeric parameters after all this was done for final QC. SO all was complete on Tuesday evening at about 3.30pm and I was informed the vehicle is ready and come for a test drive.

Dear Sir,
We extend our warm and sincere greetings from all of us at Auto Industries Goa.
With regards to your vehicle XXXXX. We wish to inform you that your vehicle has been inspected by the Technical team of TML and hence derived at a conclusion that the vehicle is ready for delivery and is in a road worthy condition.

Requesting you to visit our workshop and take a joint trial on your vehicle for your satisfaction.
For future requirements and queries, we request you to kindly contact either our Workshop Manager or the undersigned between 9.00 am to 5.30 pm on all working days.
Please be assured that it has been our endeavor to provide best of our services at all times.

Thanks & Regards,

Customer Relations Manager,
Auto Industries Goa Pvt. Ltd,
Goa.

So off I go for another test drive taking a break from work. Met the receptionist at 4pm and asked her to call the S.A. in-charge of my vehicle and what do I see? The car is still in the workshop getting its oil changed. I decide to wait and check the car out from the customer lounge. After about 35 mins. and a single technician changing the oil is done chatting,running around with a spanner,disappearing from the scene for many or so minutes with my car staring at me with its mouth(hood)wide open,the vehicle is done.

Finally now to get my hands on the car, no wait wash ain't done yet. The SA who has not met me till now goes to take the car for a wash. The washing department is having a ball of a time with playing holi with pressure washers and so on. I did hint in between to the receptionist that I just need a test drive and to meet the SA but this dealership means complete "professionalism". So finally looking at the wonderful display of the washing guys and the SA completely "soaked" with professionalism and car not washed yet I decide I've had enough after 50 mins and storm out of the dealership not before telling the receptionist to call me only when the car is truly "ready".

I convey this to the lady who I was in contact with about the ready part and do get all the sorry and apology related terms from her and the dealership later.
So next day i.e. yesterday, went to check the car out ,complete with a thin layer of dust(Level of cleaning shows) and out for a test drive with the technician. The car performs well as before no doubts.

So now I have asked the dealership, the HQ, the ASM to get back to me with a formal letter to give a proper assurance that this problem will not reoccur again and incase it ever does before the normal change period then its their problem to check it out.

I am stern and insistent on a proper formal written document especially after what happened on 9th November where the belt could've broken again in a similar pattern. Now the wait continues. I hope Tata does believe in its quality of repairs and I do get an assurance from them.

 

[jarpickle]

You should ask them to include that, if the belt causes anymore breakdowns prior to the 1 lakh kms service limit TATA motors needs to bear the expenses of towing the car and performing the necessary repairs.

Check what parts were changed and also check if those are mentioned in the work invoice that you receive.

Consider getting legal advice regarding this as well.

 

[generalmax]

Since ,now you have a document with you that summarizes your problems,why dont you go to the consumer court? Its not about the compensation,at least the attitude to the customer must change.If not for you the next time they will keep an eye when things like this happens.
You must ask for a compensation on number of days you lost as well as mental agony.
Keep the dealer ,the Sales Manager,Service Manager and TATA as respondent party.
I feel this will be a big help you will do to the vehicle owners.

 

[goencho]

Finally yesterday afternoon got a mail from the ASM assuring me that all the problems have been taken care of, I did collect the vehicle yesterday. Was cleaned and kept ready. The ASM also did give me a call to convince that he has done his best to rid this problem once and for all and I wont be facing the same again.

So I had to pay for a couple of consumables,engine oil,coolant and stuff. The engine compartment shows a trace of new parts and I have a receipt of 5-6 pages. So finally I can say all's well that ends well(fingers crossed).I will post a scan of the bill and the vehicle as and when time permits.

 

[Sam Dinkar]

Way to go. But don't tell me you did not obtain the undertaking.

 

[sdosanj]

goencho

Finally yesterday afternoon got a mail from the ASM assuring me that all the problems have been taken care of

how is car doing?
is it still with you?
Any timing belt wear/tear happened after that?