Subject: Reference No: RE1819211942/A.K. Kumar
With utmost disappointment, I am drafting this mail to let you know the
level of Customer service we are getting from your agency.
Here is the sequence of events which happened and the service provided:
1. I was travelling with my family from Salem, Tamilnadu on 06/09/2018. I
left Salem around 7;45- 8pm and started our journey towards Bangalore and
we had reached the first "Toll booth" in the outskirts of Salem city and
our car started giving trouble "It was automatically going to neutral mode
from Drive mode and speed was reducing and the speed level was hitting zero
and then it was looping into the same problem again and again"
*Q. This vehicle is still under warranty and this is not the first time its
giving us trouble on an highway last tym when we were travelling during
June we encountered a similar problem but on a lower scale and we managed
to travel back to Bangalore and left it in the service centre for servicing
* "Mr. Abhishek - 98441 53395", was the service manager handling my case
and you can get in touch with him and he informed that it was a programing
2. We called your roadside assistance helpline around 8:15pm and spoke to
the executive Mr. Satyavelu and they informed they have assigned the
problem to Service person and they will reach us within one hour. (And I
was stranded in the highway in an Godforsaken place and we managed to take
our car to the nearby Petrol station, next to the Toll gate with help, as
I was with my family
(wife and Mother in law) in an isolated place and we were waiting for help
from your customer service and somehow they managed to send a local
mechanic around 9:15 pm to that location and he apparently checked the
vehicle and he told that he cannot fix the problem and the vehicle has to
towed inside the city again and it would take another 1.5-2hrs for the Tow
truck to arrive( information received from Customer service)
*Q. Is this the kind of service assistance you will provide to a customer
who is stranded on an highway with his family at night, can your customer
service personnel not be trained to handle emergencies in a better way and
empathise with the customer? would you accept this kind of treatment if it
were for your family?*
3. As we were stranded in the highway I requested your customercare to
arrange for an alternate vehicle for us to travel back to Bangalore as I
had an important meeting to attend at 8 am in the morning. At this point,
Instead of helping me out at that crucial moment your executive is striking
a bargain with me stating the company can bear the cost for only 50 kms and
then I have to bear the rest of the cost which was highly atrocious at that
juncture and even after agreeing to that he is informing me that they dont
have a stand by car and the cab has to arrive from Erode and would take 2
hrs for the car to reach and I have to bear the cost of my travel expenses
from Salem to Bangalore without even empathizing with the situation where
my family was left high and dry in the middle of the highway at night.
*The Standards of your customer service should be highly appreciated for
the bargain he was trying to strike at that hr, Imagine the amount of
tension we were in?*
4. Then your mechanic advised us to leave your car in Renault showroom in
Salem and from there they will manage to take the servicing part, and I
really was cornered to agree to this arrangement with the kind of help I
was received from your customercare. I requested the mechanic Mr. Diwakar
to accompany me till the Renault showroom in Three roads, Salem opposite to
Sharptronics showroom and we took the risk of driving the faulty vehicle
which is still under warranty and has not even touched 10,000 kms.
*Only assistance I got after an hour from your roadside assistance was the
mechanic who came and told us the vehicle has to be towed and he cannot fix
5. And I had to request and convince the watchman at that hr of night to
allow me to leave the vehicle inside your premises so that atleast it would
6. I had to make arrangements on my own to travel back to Bangalore with my
family, as the assistance from your customercare was unimaginable and never
expected this from such a big company. ( It cost me more than 3k to return
a) Towing vehicle would take 1.5 to 2 hrs for arrival
b) No Stand by cars to assist your customer
c) Cab would arrive from Erode after 2 hrs.
d) Striking a bargain for the charges to be borne by me wherein it was no
fault of mine and the vehicle is under warranty and not even 10,000 kms
e) I had to make arrangements for my travel back to Bangalore at the wee
hours of night with my family.
f) Am stuck with a situation where in my car is in Salem now I have to make
arrangements to get my car back .
g) Imagine the mental trauma me and my family members(ladies) had to go
through because of no fault of ours and such unfuctional assistance from
your customer care
Mr. Haribabu - 8754044584- Salem customer service manager, who did not
attend our calls when we needed his assistance the most.
h) I received a call, when I was in meeting and I was not able to speak to
your excutive, and I have received a generalized email stating we tried to
get in touch with you and we were unable to talk to you.
I) Being a customer, I have invested my hard earned money of around 6 lakhs
by looking at the reputation of your company and the the product I received
is faulty and service is sub standard.
j) Please replace the vehicle with a new non faulty vehicle or return us
k) I cannot go through the trauma of risking my family's safety everytym
(as this is the second time am going through this on the highway within 5
*P.S. And your person at the customer care is telling me he will give me
1000 rupees to travel back from Salem to Bangalore and he never gave us a
clear picture of how much would be the cost we have to bear if we exceed
the 50 kms. In bw a person named Siva kumar's (Salem contact person) number
The above was the incident which happened and after this there were replies from customercare which were generalized and not dealing with the depth of the problem and now they delivered my car on 19/09/2018 but with no response for the complaints about the customer service, even after I received my vehicle I have lost all the confidence to take the vehicle on any long trip and I dont see any confidence building motion through the company.