[tanuj_afc]

Hello fellow Bhpians,

I am here to share an ordeal on the behalf of my friend who recently had an accident in his S-Cross

Hi everyone, I am from Arunachal Pradesh and I own a Maruti Suzuki S-Cross. Right now I'm going through a very difficult yet annoying period of time. My wife's granny passed away on 10th August 2020 and I was on the way to attend her funeral on 11th morning with my wife and a 3 year old daughter. I was travelling from a town called Pasighat (East Siang District) to a village called Damro (Upper Siang District).Unfortunately on the way we met with an accident.The accident occurred near village Silli in upper siang district of Arunachal Pradesh. No injuries or casualties happened by God's grace. No third party was involved either. The cause of the accident was because of a landslide that occurred just few meters away from me while in motion. I did what I had to just to avoid a direct hit from the stones and mud falling down from the hill. There was no upper body damage. Rear bumper was damaged as it took direct hit on the protection parapet on the side of the road, the car further skidded after the impact for 2-3 meters and that resulted in front axel damage. The front right wheel came off which damaged the front bumper along with it. It took me 2 days to get the spot verification clearance from MVI and Police. On 3rd day i.e. on 14th August I raised a request for towing. I also initiated my insurance claim (I had taken Zero dep insurance) on the same day and response from the insurance company (Reliance General insurance) was instant and guided me with the procedures where they clearly mentioned that I have to report to a garage for a repair estimate. So accordingly I started looking for options to tow my car to an authorized service centre. But according to Maruti Suzuki and Nexa customer executives the car had to be towed on a flatbed. Now there is no flatbed towing facility here in my town and I again raised a request on Nexa service for the same. Today is 19th, 6 days since I raised a complaint and Maruti Suzuki/ Nexa are yet to come up with a solution. All I get is a call from customer care executive and thats it. There has been no development on ground level so far. There is a service centre named Buishi Yada motors which is a branch of Buishi Yada Motors Naharlagun. I went there personally and got to know that they don't have body repair facilities in the workshop. I believe it is not my mistake that a maruti service centre is not equipped with body workshop facilities. It is a sale outlet and normal service are carried out. So next nearest service centre is 150 kms away at Assam. Now that is even more tricky because I won't be able to supervise and monitor the repair work due to covid-19 restrictions. Next service centre within my state is around 270 kms. And the nexa service representative I spoke with suggested me to tow my car to the state border from the site of accident. This is where I got furious. If it was to be done in this manner then I should've been informed earlier so that things could be escalated ASAP. My car would've been under repairing process by now atleast had they told me the same earlier. Service is the sole reason people opt for a maruti these days and since S-Cross and Nexa were touted to provide a premium customer experience along with the service network of the maruti, if this is to be experienced after all the hype and promises then im afraid maruti is losing a generational customer here. My issue doesn't end here. Nobody from any service centre or nexa representative called me till date and the uncertainty of where my car is to be repaired still remains a mystery. On 18th night at around 10 pm there was a call from a Nexa service representative, I was baby sitting at that time so I couldn't answer the call but later a text came from the same number which said
"Dear Sir ,

Kindly call back as per your convenience in this no.

Regards
NEXA Service.

I replied "Is Nexa service only active late night? I would appreciate a daytime service". By now I was tired of playing the waiting game. They are busy showing me the consequences of what happens when a customer takes a car insurance other than maruti itself. I spoke to that Nexa service representative the next morning and he explained to me that they were facing problems in managing tow services as most of them are reluctant to travel across the state border due to covid-19 restrictions. Understood, but what I don't understand is that why no maruti service centre around me doesn't have a tow truck on their own? Next he suggested me was to manage to tow my car at the state border which will make things easier for the tow service managed by the nexa service. What I want now is the world to see how pathetic maruti service can be. I will refrain from commenting on other parts of the country but what I am experiencing now is just pathetic. I pity myself that I bought a so called premium maruti product from a so called a premium outlet with a false promise of a premium customer experience. The word premium is just a marketing gimmick to me now from the stable of maruti.

Just to add on , the car at the present moment is still at the accident spot

Attaching the photos of the car and the accident spot








THE LANDSLIDE

[rahul_jo]

It isn't just Maruti, similar things can happen with other companies as well. Something like this happened to me while dealing with Hyundai.

My Fluidic Elantra failed to start and was parked at a company in Gurgoan in basement number 2. After a million calls with them, they told me that I need to somehow get the car out of the basement myself as they didn't have the facility to do so.

And further told me to place the car in an open road with no obstacles around so that it makes it easier for the flatbed truck.

After calling them several times, talking to higher management, I couldn't come to terms with the fact that they don't have the facility to get a car out of a basement. I mean, I don't think it was just my car that broke down in a basement. Plenty of other cars do too, what do they do in such a scenario?

Every time I'd call them, they'd give me the same standard response, "Sir please get the car out of the basement yourself and we'll send a tow truck." To which as always my standard response was - "So you guys never rescue cars that are stuck in a building with a basement?" They would forward my call to who knows which portion of their management and after being tossed around for a few days I finally got the number of the flatbed truck guy himself.

He told me to ask the company to refund my money as he'd do an out of company job and will use his own car to tow my car to the ground floor and finally get it on a flatbed.

I gave him a green single and within an hour my car was out and was finally at the workshop that day.

It turned out to be an ECU failure and it had to be replaced with a hefty bill.

P.S It also took them forever to diagnose the problem and I used to send my driver to the workshop every other day where he witnessed many so called engineers completely confused and often being told off by their bosses to the something along the lines of - "This is an Elantra, not a Verna, don't you know the difference?"

So the workshop engineers are not as competent as we assume. It is almost like a jungle (usually a big mess) and quality can vary from workshop to workshop. Some don't even have a dedicated person to answer calls at the workshop. Whoever is passing by the main desk casually ends up answering a call.

I guess, in your scenario, your best bet is to keep pestering them and send emails to the higher management if possible.

Oh and the so called premium experience only lasts while you're in the process of purchasing the car. A lot changes during the after sales.

[anjan_c2007]

Extremely sorry to read about your predicament and the behaviour of the premium outlet "NEXA" of our country's much respected and revered, largest car maker. Luckily you and all occupants escaped unscathed from the nature's fury there ! It appears to be a landslide with rockfall, which is quite common in your part of the country.

This incident gives a glaring example of the after sales apathy and 'devil may care' attitude of the dealer. If the reason of insurance from a company of your choice other than the dealer's is true, it is a shame on the dealer and also on MSIL, if the carmaker supports such moves by the dealer covertly. For sales promotions, they use all sorts of gimmicks across state boundaries, citing the largest all-India dealer network and acclaimed after sales with the highest customer satisfaction indices and so on. But here they talk about state boundaries which is not any galactic distance but just within 100 kms or so.

I would suggest you to agitate the matter with the MSIL higher ups, who might have also read this here. They should know that even the mighty dinosaurs perished 60 million years ago, after ruling the earth for millions of years.

[tanuj_afc]

Originally Posted by rahul_jo

It isn't just Maruti, similar things can happen with other companies as well. Something like this happened to me while dealing with Hyundai.

My Fluidic Elantra failed to start and was parked at a company in Gurgoan in basement number 2. After a million calls with them, they told me that I need to somehow get the car out of the basement myself as they didn't have the facility to do so.

And further told me to place the car in an open road with no obstacles around so that it makes it easier for the flatbed truck. .

I am sorry you had to went through that ordeal with a brand as big as hyundai. We pay them so much money to have a peace of mind. Cars ain't cheap anymore and nor is the service.

Originally Posted by anjan_c2007

I would suggest you to agitate the matter with the MSIL higher ups, who might have also read this here. They should know that even the mighty dinosaurs perished 60 million years ago, after ruling the earth for millions of years.

Thank you for the suggestion, can't believe a brand as big as Maruti, who is actually known for their ASS could be so poor. He has infact reached out to the the higher authority, but still the issue still exist.

UPDATE: The car is still at the accident spot. He got a call from the village where he crashed, and was informed that some drunk miscreants smashed the driver's side window last night. An FIR has been lodged for the same. I'll update the thread with the photos soon

[ABHI_1512]

I already had a talk with your friend after he posted his ordeal in another forum and have forwarded him a number from the higher ups in Guwahati. The issue should have been resolved by now but then I suppose that has not happened yet.

Nexa service has gone lax in the past few years. Problem with Pasighat is that the nearest big Nexa service center is in Dibrugarh and the one Bushi Yada Motors in Naharlagun is best at only selling and nothing else. Escalating the matter further it seems is the next logical step.

[tanuj_afc]

Originally Posted by ABHI_1512

Nexa service has gone lax in the past few years. Problem with Pasighat is that the nearest big Nexa service center is in Dibrugarh and the one Bushi Yada Motors in Naharlagun is best at only selling and nothing else. Escalating the matter further it seems is the next logical step.

I had a word with him, the issue has still not been resolved. The towing vendor says that the company will decide the rates and not the towing company. He called up the Nexa representatives for the same, but they didn't answer.

Attaching photos of the damage which was done by the miscreants last night

[Quinn]

Sorry for what your friend is going through. It is such a sad state of affairs these days. I read horror stories of such kind for almost all brands these days. Forget about dealers, the OEMs themselves show apathy in many cases (don't mean to generalise though). For a car that sits on the spot with the threat of thefts or miscreants like this, who is responsible for the loss owner incurs as insurance will always have certain limits? And no answer for the agony borne by the owner anyway. I sometimes wonder what makes legal system in some western counties (not generalising again) a bit more effective compared to us that common man does not have to feel the dread of going through this. For the premium one pays, the treatment is like this. It feels like you pay money to get beaten and why even we have to do this?

Hopefully MSIL intervenes sooner and resolves this.

[anjan_c2007]

Originally Posted by tanuj_afc

Thank you for the suggestion, can't believe a brand as big as Maruti, who is actually known for their ASS could be so poor. He has infact reached out to the the higher authority, but still the issue still exist.

UPDATE: The car is still at the accident spot. He got a call from the village where he crashed, and was informed that some drunk miscreants smashed the driver's side window last night. An FIR has been lodged for the same. I'll update the thread with the photos soon

It is extremely disturbing to note that your car has suffered damages to that extent and is still stranded at the same spot, due to total apathy and inaction by the concerned Maruti NEXA dealer. I would suggest you to please file a civil suit for damages and compensation for mental torture, agony and harassment against the dealer in your local consumer court, after issuing them a legal notice. In these Covid 19 times, it is perfectly legal to issue a legal notice by e-mail or even through WhatsApp. There is a Supreme Court direction to this effect. Please give them three days time for specific performance. If no response is received from them, you can go ahead and file the suit. Please claim damages and compensation for Rs 250,000 plus interest thereon till the date of such payment @ 18% per annum. Please get in touch with a good local lawyer.

They should be taught a lesson of their lifetime for such unbecoming, unwarranted and unsustainable behaviour.

[Lalvaz]

One has to understand that all automobile cos including Maruti are operating under constraints too and moving vehicles in a lock down isn't easy. Wouldn't it be better to be a little practical and compromise/adjust so that the car is safe and repaired at the earliest?

You may have to shell out a little more money to hire a flatbed tow truck from outside the town but it would be better than leaving the car to the mercy of the elements and miscreants.

[Agarwal_Aayush]

I really feel for your friend, and seriously hope that Maruti does something really soon to get the car back on its 4 wheels.

As rightly said by Lalvaz, please do consider getting a flat bed yourself and transporting the car to the service centre. It standing there might cause additional problems for the car. Till now only the glass has been broken, god knows what other damage can some weirdo do or someone even try to steal some car part.

Also from the pictures, the car seems to be occupying 30-40% of one lane. Driving at nights can get a little risky with some idiot not paying full attention on the road can lead to a mishappening.

--Aayush

[Agarwal_Aayush]

Originally Posted by tanuj_afc

I had a word with him, the issue has still not been resolved. The towing vendor says that the company will decide the rates and not the towing company. He called up the Nexa representatives for the same, but they didn't answer.

Any update on this?
Were you able to move the car to service center?

-Aayush

[tanuj_afc]

Hello guys, apologies for the delay in the reply as I was caught up in work. Here is what happened after the previous post

The following 5 incidents occurred on 22nd august 2020 at around 11 pm

1. Nexa tow service guy told me they are sending a flatbed tow truck, but to my surprise they sent a mahindra pickup equipped with a tow machine. So no flatbed towing.

2. The driver who came with his vehicle informed me that he was asked to come here at around 12.30. pm this afternoon (technically yesterday) while I did all the advance payments last night as they suggested.

3. The driver wasn't informed properly on where he was going to or what kind of terrain he is being deputed to drive through. I think these information are vital as most of plain area drivers doesn't have experience of driving in the hills. Right information will make himself prepare psychologically. He was actually quite nervous upon reaching the hilly part of the drive.

4. The interstate charge amount of 6k which was supposed to be the fee/ tax to be paid at the border seemed to be just a fraud scheme as the driver didn't pay a penny while entering the border. So I wonder where will that money go?

5. Upon requesting on providing me the money receipt of the charges for towing, the Nexa guy said the receipt for 6k amount i.e. interstate charge won't be provided as it won't be included in the towing charges. I still insisted for a receipt just for my own reference in future to which he clearly denied. Now this sounds fishy to me.


Another blunder by nexa service assistants as the towing people were making excuses on the restrictions regarding covid-19 SOPs at the border. If they knew about the restrictions, they should've gone through all the formalities required to cross the state border. But no, I was informed by the driver upon reaching the border that they have been stopped from going further. If I didn't have connections in the higher ups of police, district administration and medical then these guys would've not been allowed to cross the border. The SOP clearly mentioned the border will be closed after 6 pm.

The car left from the accident spot at around midnight. I made sure it crossed the border without any problem. They reached at the Bimal Auto Agency Dibrugarh the next morning on 23rd august and the tow truck driver called and informed that the nexa guys didn't made any contacts with the SC regarding dropping of my car in their garage. The watchman was not letting them in. I called up a nexa guy from my contact and he managed to speak with the service manager and get the car in.

On 26th August, I arranged to travel across the state border and completed all the formalities required as asked by the SC manager. He said I need to visit personally or they won't officially accept the car.

On 2nd September I called up the SA to get a track on their progress. He said they have ordered the front axel and other parts required to get the front right wheel back on its place so that the car can be moved inside the service area. The estimated time of delivery has been given on 26th October.

Something struck my mind after getting my car safely to a MASS. The night before my car was towed, a guy from nexa tow service called. He said they are sending a tow truck the next day given that I make the payment in advance. They quoted Rs.9818/- for tow charges plus Rs. 6000/- for interstate charges. Total amount quoted was Rs. 15818/-.

Now I wasn't in a right state of mind to notice this but interstate charge of Rs. 6000/- sounded off the track to me and then I realized the nexa guy told me that it will paid at the border by the driver, to which when I recall the driver didn't pay a penny. I also asked him if he paid anything at the border and he said he didn't had to oay anything. Now I haven't heard of interstate charge prior to this and now to me it seems like a scam by the nexa tow service guys

Attaching photos of the car when it was towed


Battery has been stolen. Now the question is can I add this in my claim? As the vehicle is equipped with anti theft device




This how my car was towed. Flatbed is just a myth




They used the tow hook to attach it to a member on the tow truck to prevent the car from hitting the rear of the tow truck. It worked


It also prevented the car from swinging left to right




The front right side wheel that came off was still intact with the shock absorber, so it was tied with a rope to give it a fixed position

[revvharder]

Originally Posted by tanuj_afc

Now I wasn't in a right state of mind to notice this but interstate charge of Rs. 6000/- sounded off the track to me and then I realized the nexa guy told me that it will paid at the border by the driver, to which when I recall the driver didn't pay a penny. I also asked him if he paid anything at the border and he said he didn't had to oay anything. Now I haven't heard of interstate charge prior to this and now to me it seems like a scam by the nexa tow service guys

If you haven't paid the charges, tell them to provide the slip issued by state government for the charges and if they provide a legitimate bill stating the tow driver's truck number then only pay and register a complaint regarding this with Maruti whether you've paid it or not.