Had a wonderful experience today at Acumen Motors - Bavdhan Pune.
Since last 15 days, I had a serious wobbling issue in my car, whenever I brake slowly (wanting to car to slowdown from say 140 to 100) my steering used to shake and wobble a lot, since that day I was not driving the car on highways as its a scary feel and wanted to rectify it as early as possible.
I had done my first service at Pandit Auto and knew how badly they treat cars and no one responses to your queries and needs properly, however as no option I called them and told the issue and seeked for an appointment. The lady who picked up the call told me that no slots available till April 10, I said her thats not done how could you expect me to drive the car like this but she said that all dates are booked.
I cut the call annoyingly and gave a call immediately to FIAT Customer Care immediately to report this issue, at that time the lady suggested me to take the car at Acumen ( I wasn't aware that we have one more TATA - FIAT A.S.S in Pune) and in the meantime they will take up my issue with Pandit regarding their attitude.
Called Acumen immediately, to my surprise they gave me today morning 9 am appointment.
Reached there on time and job card was made for the same and my car was assigned to mechanic - Atul.
Atul and me sat in my car and went for a TD so that i can explain him the issue and within 10 mins of drive he confirmed me that my disc and brake pads are gone and need to change them immediately. I asked him to open the things up and check and if needs be we will change them.
ETA for car hand over was given to me as 2 hrs, which was very acceptable.
After 2 hrs, Atul came to the customer lounge and asked me take a test drive. -->
Point to be noted - Timely Delivery.
And when I was there, my car was ready washed and shining under the sun. -->
Point to be noted - Washed the car without even me asking for it, they go the extra mile - better representation
Then headed for the TD and man i was grinning from ear to ear , all wobbling issues solved and car was smooth and the steering felt rock solid without even a single vibration. -->
Point to be noted - He did the test drive before asking me to drive the car, thus customer was given a clean and properly repaired car, no ifs and buts.
Now during the work in progress period, he observed my horns had become weak - he changed the pair under warranty . -->
Point to be noted - If the customer forgets to report an issue , he checked it and rectified it. Proactiveness.
All fliuds top up done barring the oil -->
Point to be noted - Car check up done,even if the car was there for some other issue.
Now the best part, billing.
I was only asked to pay for the brake pads ( fair enough) and the discs and horns were changed under warranty.
But all this was done without having a single word or any claim or any requests from my side, they did it what they felt customer should get.
I was really very happy with such a satisfactory and pleasant service.
Now, when I was there waiting for my car to get ready, Mr. Ashish Bavner (Manager - Customer Support, TATA MOTORS ) had visited that place to get his safari service there, had a very pleasant chat with him and he told me that FIAT has become very strict regarding the service quality offered to their customers, if the customer is not happy with a particular service then they do take a note of it and get it done.
I was thinking in the back of my mind that change is very evident.
and icing on the cake is - while I was headed for home after taking the car, guess what - I got a call from Pandit Auto apologising as to what happened yesterday and they are ready to take my car for a check up tomorrow. I just told them that you lost a customer
I am really very very happy wow its a pleasure when you drive a beauty like Punto and receive so good service, its just made my day very very complete.
OT - While taking the test drive, Atul asked me that why is it that your car has a great pick up, I didn't want to tell him however while leaving I told him that the magic is due to RD tuning box and you drove it in P2 mode, I told him better not to tell other people inside, to which he laughed with shy. I gave him Rs 200 for good work as an incentive.
My 30K km service is going to be done at Acumen for sure.Period.