I was of the opinion that Tata dealers are changing (not all are). They only respond to the escalations. The moment you escalate it through their feedback system, we will receive so many calls to resolve the issue and to share positive feedback. Before escalating whatever the calls we make to them we get all kinds of excuses and need multiple followups.
Long post alert: My experience buying Tiago
Had been through the same two years back when I was purchasing Tiago.
Did all my research and decided to buy Tiago. Went to showroom asked for a test ride. They were supposed to bring the car home for a test ride around 5.30 pm however postponed to the next day as the car was not available. Later received a call at 9.00 pm and the car was at home around 9.15 pm for a test ride. The problem started here. I have asked for a diesel car but they sent a petrol car
When it was time to book and sort the finance, before payment I requested the sales gentleman to check and confirm if the colour and model I asked for is available or not. After confirmation booked it, loan processed and agreed for delivery a week later. Loan approved after three days. Immediately called them and asked for VIN and status of the car which is in transit.
SA - Sir, the colour you have asked for "Y" is not available and we have "X" colour (which I declined earlier). If you still want the same colour it will be delayed by 10 days.
Me - Am fine with the delay. Please confirm the VIN
SA - Sir, the offers we provided cannot be given for the car "Y". If you go for "X" colour car we can give the offers and delivery as agreed earlier
Understood that he is trying to push the car which I don't want it. Requested again, still, they were not honouring the earlier commitment (which I had over chat and email, I sent the emails to them after we booked in order to have it documented). This went on for two days. Finally, I have decided to cancel the booking. Sent an email for cancellation of the booking and to refund my booking amount. Received acknowledgement on cancellation and refund to be completed in 5 days.
After a week still not receiving the refund, called them and escalated to the manager. Still not received a convincing response from both.
It was Friday evening, dejected, logged into Tata site and sent the feedback with all the details. Saturday morning received a call directly from Tata asking for more details. Was surprised to get a call so far from Tata (this shows that dealerships/salespeople are the culprits). The call ended on a positive note stating that they will call back in 15 Min.
After 10 min received a call from the dealership manager stating that the Car colour which I have asked for is available with all the offers which were committed and can be delivered in a week. He requested me to visit the showroom and pay the balance amount.
Knowing him and his tactics, mentioned him that the loan is sanctioned and will be paying the balance once I see the car in person at showroom or yard. After a week went to the showroom for PDI (downloaded from Team-BHP, the manager was shocked to see the details of PDI and was enquiring from where did I get this). Paid the balance amount and agreed for delivery the next day.
Delivery was smooth without any hassles and a typical key handover (which I didn't like and said no to it). When its time for me to take the car out, Manager came and asked me to share good feedback after all this hassle
. I had one statement for him, "I will definitely give Honest Feedback".
The saga didn't there. Within 10 days car was ready for 1 service with ABS indicator on continuously. Gave the car for service and mentioned about the ABS indicator. They checked and confirmed that ABS Sensor is gone and needs replacing under warranty. However, they don't have stock and will come in a couple of days, once they receive stock they will call me for replacement
Again, I called them on the third day, received a standard response that its delayed and will take two more days. Followed with them for a week and still the same response - Sir, it will come it 2 days and I will call you. My patience ran out and I was back on Tata's feedback website.
Next day received a call from SA stating that the part is available and I can visit the service centre for replacement. Went to the service centre, replaced the part immediately.
PS: The showroom folks and SAs remember me for the escalations. Whenever I give the car for service, they always mention "If I had any issues with the car after service please call SA, it will be resolved immediately, not to escalate and give good feedback". I respond back with the same statement "I will definitely give Honest Feedback"
As GTO and other members mentioned if we like that car go for it and not to worry about the dealers.