Re: Fiat revvs away from Tata dealerships. To set up its own distribution network Quote:
Originally Posted by amit_mechengg Did he ever say that he will not support the existing customer?
Comparing a people mover innovas sales to fiats? Compare innova taxi to tata or mahindra taxis sale for a better picture. |
No he didn't but it's also a fact that he said he will help Palio owner's to migrate to newer Fiat's didnt he? We know in what context he said that too.
I am not comparing Innova sales to Fiat's. Read the post in the spirit in which it is written.
Here is one example of why Fiat struggles even after 15 years in India.
My Punto was due for it's 60,000 kms service, since it's supposed to be a major service, I decided to stick to Fiat ASC which is Fortune Nerul. The place has shifted to a new location. I knew that from forums. Where it has shifted, I don't know. Neither Fiat nor the dealer communicated to me about the new address. It took a colleague of mine who does outdoor work for our office to go around looking for the service center! None of the phone number's were working. Fiat's website had the same number's which don't work and the same old address. I doubt something like this has happened anywhere in the world for any car maker. A customer goes around like a detective looking for an ASC where he can service his new age Fiat car. And, people here believe Fiat's promises of taking care of Palio customers!
Once in service, the SA promptly says the timing belt has to be replaced as it's a 60K kms service. From what I know, it's only the 90hp MJD that needs this job to be done. Luckily, the part is not in stock so they say once the part reaches they will call me for the replacement. On asking how much the part costs, they told it's going to cost me Rs.20,000!
Today, my colleague went to get back the car. For 4 hours he waited there since there was no power to make the invoice! Finally, I told him on the phone to get a manual bill & we can get the printed copy later. This, by the way, is a repetitive problem at Fortune Invariably, they give a manual hand written invoice and then the customer has to follow up and wait for 2 hours to get a printed invoice. Suddenly, my colleague calls me and says the dealer says he will put down on the invoice that 'Customer has refused to replace timing belt'! I tell my colleague to ask the dealer to show me the circular where it's mentioned that the 75bhp variant needs timing belt replacement. Besides, the part is not in stock, how did the customer refuse replacement of the part?! That's when the dealer agreed to put down on the invoice that the part is not in stock and customer will be informed of the same when it's in stock.
The bill? 60K service with no complaints in the car. Total bill Rs.10,937. The job card slip, manual invoice & printed receipt still show the old address & phone number of the ASC! If they don't have the new stationary, the least they could have done was used MS Word and attached a print out of the new address & phone number's along with the invoice.
Last edited by amit : 9th March 2013 at 13:54.
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