[evilminstrel]

The experience at the Citroen Noida workshop situated in B 203 Special Economic Zone, Noida, presented a blend of positive and concerning elements. I think it is important to spill it down here as some of the issues are common to auto service industry in India, especially for ASC.

Upon arrival, I was greeted by Service Head Mr. Nimit in an empty workshop, and the cleanliness of the customer lodge was notable. Requesting to witness the service on my car was promptly approved, allowing me to move to the basement workshop.

During the inspection, the engine received attention with the addition of 5W40 grade engine oil, although the brand remained unidentified as it was poured from a different container. Moreover, the windshield fluid solution appeared to be water, which raised doubts. They were taking the empty bottles of authorized windshield fluid, getting water filled, and pouring it into the fluid reservoir of the car.

Routine checks were conducted, including topping up the coolant and assessing electrical. While I proactively requested an early air filter replacement and opted for an antirust coating, a significant concern emerged regarding the lack of customer approval for the materials used. I am not saying that the materials used were not genuine; however, you never know and can't be too sure!.

As a matter of practice, materials need to be seen and approved by the customer (through signatures on the bottle or whatever) and ought to be put into the car accordingly. The empty bottles ought to be returned to customers so as to be reasonably confident that the materials used were the same as were approved. How you treat your wine, your car deserves at least the same treatment.

This is unfair consumer practice and should be nipped in the bud. I don't understand why the auto industry can't adopt these simple practices to improve customers' satisfaction. This is not for Citroen, but for every ASC out there for any brand. Only Honda adopted this practice, wherein they not only put the empty cartons in the boot but also the old parts that were replaced. On request, they would take it away to their junkyard.

This absence of transparency, a common industry norm, impacts trust in the service centre. And I am talking about all other brands, be it Tata, Suzuki, Hyundai, Mahindra etc. For a new brand like Citroen, implementing customer-involved practices for material choices is crucial to instilling confidence. Overall, while the initial reception and cleanliness were positive, the need for transparency and customer involvement in the service process is evident for enhancing customer trust and satisfaction. Overall, I will give this experience 7/10, not because it wronged me, but because I expected more from Citroen given their sales taking southern turns every month. An amazing car with low sales needs to do something exceptional to take the market to their side.

PS: They requested me not take photographs as it was a new workshop and certain mandates were still not implemented by the workshop.

[whitewing]

Originally Posted by evilminstrel

...Only Honda adopted this practice, wherein they not only put the empty cartons in the boot but also the old parts that were replaced. On request, they would take it away to their junkyard.

The Maruti service centers do hand over the replaced parts, However they are now paranoid about photo/videos in their premises - this started after there were a few reports of inadvertent dashcam recording substandard servicing.

[ashis89]

The Maruti and Kia return from the service centre with the old parts kept in boxes in the boot. Moreover the service advisor also shares images/videos of the parts getting replaced. I believe this practice has become a SOP actoss service centres of various brands. You can ask the Citroen dealer to follow this too.

[vj_torqueaddict]

Mahindra does return the replaced spares. And so did Fiat.

[joslicx]

Well one issue with returning spares would be that how would folks dispose them at their home? Most of these may not be that straight forward to dispose.

VW service used to put used air filter, spark plugs etc though I think this time they didn't. I always struggled with disposing those and was always unhappy about throwing used air filter in the dustbin, for example. The used spark plugs and the oil bottle would remain in the trunk and go back to the ASC during next service.

I think maybe there should be a policy that you can ask for the old spares that were changed during service and ASC should oblige else let them keep those and dispose appropriately.

[audioholic]

Except old consumables, I have always got back all the parts in the boot of my car where I haven't visited the ASC myself, or if I am there in person I would take a call based on the part. I have brought back only those parts which would be bulky metal(suspension components) or very slightly damaged parts which have been replaced. But for every part Maruti, Toyota, Skoda, Honda ASC have always offered to hand it over to me.

[GForceEnjoyer]

I was under the impression that this is done at most service centres? Almost any spare part that isn't a consumable has been returned to us in the past with our Fiesta and Ikon, be it an air filter or steering tie rod. Same with the Superb, with the only part replaced so far, the cabin air filter, being returned to us.

[voldemort]

We've got a bunch of Benz air filters, brake pads, some belts, pulleys etc, all returned by our service centre.

We wish they didn't return them, because we now have to figure out how to dispose them.

[DocwithFiesta]

Ford and Hyundai do return the replaced parts.

There have been situations where I did not even visit the service centers and was not even present when the vehicle was dropped at home, and found the replaced parts in the boot: be it entire suspension set-up or even a single spark plug, despite not asking for the return.

[SideView]

Originally Posted by evilminstrel

The experience at the Citroen Noida workshop situated in B 203 Special Economic Zone, Noida, presented a blend of positive and concerning

I always wondered even if they return how do we make sure it was part replaced from our vehicle.

They could very well have taken one from another customer who did not want to take it back.

Unless I am physically present I dont blindly trust ASC. I have moved out to FNG where I can see the progress of work and have better peace of mind.

[amods]

Volkswagen service centers return parts and even the engine oil container. I inspect the parts and request them to keep/dispose it off as they are experts and have means to environment consciously recycle them. Also I don't want the hassle of keep piling up parts and again try to dispose them off.

[evilminstrel]

I think I could not convey the concern.

The point is not as to why they do not return the spare parts; the concern is how do we know that the same materials and fluids (for example, engine oil, brake oil, and windshield fluid) are used that they purport to be using at ASC? This is particularly worrying in cases of AMC adopters who have already paid the service amount.

If the cartons are approved with your signature on them, opened, and poured before you in the engine, even the premium that you pay at ASC is justified. On the other hand, when they pour fluids into the machine when you have no means to know what engine has been used, it is concerning.

As a matter of practice, ASC should not only get the cartons approved but also offer the customer an audience when oil/spare parts are put into engine. Returning cartons is just the second prong of the verification that purported materials were used (although not full proof). After all, customers have paid for the materials and parts, and those cannot go blindly into the car without customers' verification.

Going by what is happening at ASCs, it is better to get the car serviced at FNGs. At least they get the car done before you and with your approval of the materials. But alas, there goes your car's warranty if your car is not serviced at ASC!

[ng565]

What is FNG and by the way do we have similar for BYD cars which are electric and might need different skillset than ice?

[GeeTee TSI]

I had VW Navi Mumbai dutifully deposit the old filters and parts on a pristine boot mat during my years of ownership, VW Bangalore North did not after my move there. In my current Skoda, TAFE had never left any old spares ever but photographs were always shared

[theturbogirl]

Originally Posted by evilminstrel

During the inspection, the engine received attention with the addition of 5W40 grade engine oil, although the brand remained unidentified as it was poured from a different container. Moreover, the windshield fluid solution appeared to be water, which raised doubts. They were taking the empty bottles of authorized windshield fluid, getting water filled, and pouring it into the fluid reservoir of the car.


As a matter of practice, materials need to be seen and approved by the customer (through signatures on the bottle or whatever) and ought to be put into the car accordingly. The empty bottles ought to be returned to customers so as to be reasonably confident that the materials used were the same as were approved. How you treat your wine, your car deserves at least the same treatment.


This absence of transparency, a common industry norm, impacts trust in the service centre. And I am talking about all other brands, be it Tata, Suzuki, Hyundai, Mahindra etc. For a new brand like Citroen, implementing customer-involved practices for material choices is crucial to instilling confidence.

I agree with you. The ASC takes customer as granted and there are only few customers who are able to verify the oil or spares used in the car, that too after verbal altercations, calling GM of the workshop and what not.

Finally, a lot of us don't want to leave in bad taste because we have to go back to the same ASC for the next service to keep our warranty valid. In fact, given the choice and genuine accessory availability, most of the customer would prefer FNGs over ASC. Many times service advisors simply deny audience to the servicing as if they are doing it for free. As a customer, I am within all my rights to investigate what I am putting in the car.

It is good idea to sign sealed bottles and getting those bottles back or verified post service. But this would be effective only if every customer is doing this way so that no other less vigilant customer pays the price.

Henceforth, I am going to ask ASC to get the bottles verified by me before putting in my car's engine. Lets see how they react.