It's already 4 months, this incident needs to be logged.
Last December I decided to drive to Kolkata from Bangalore. And started our journey on 10th December. Plan was same as my previous journey - day 1 till Rajamahendravaram (Rajahmundry), day 2 till Bhubaneshwar and finally reach Kolkata on day 3.
As usual, I started at 4am on 10th December. Journey was as usual till Vijayawada. Then the mishap happened.
In one of the traffic signal when I just stopped in red signal, a MG ZSev rear ends my car. It was not too high impact, but the protruding number plate in MG ZSev puts a dent on my car's boot.
The dent
The thick skinned gentlemen started explaining me that in his 25 years of driving this happened many times with him and blah blah. As I had to reach the destination, the boot was opening without issue, I did not spend much time there and left the place. Rest of the journey till Kolkata was excellent, most of the under construction road I saw in 2022 was ready by now and toll till Kolkata became 2900 one way. Only some diversions were there due to road construction, before and after Balasore.
Long post, would try to be to-the-point.
The story I want to tell starts now. I reach Home on 3rd day around 1:30pm. And decided to give the car for repair that day itself (12th December). My plan is to stay for a month so I thought it is enough to get my car back. So, nearest Kia service center is Eastern Kia. Took the car same day around 4:30pm. Service advisor was assigned within 10 min and he took all details and some photo of the car. And we finished initial insurance paperwork same day. I was assured to get the car in 8-9 working day maximum. Now one thing to remember, they do not have body shop in Newtown service center, so they send it to their body shop that is 30km from there. Service advisor told it would be sent there next day that it 13th Dec. And all update I would get in whatsapp group they creates.
On 13th there was no update, evening I called up, service advisor tells that too many cars in queue, so he would do it next day. And 14th I get an whatsapp message that car is taken in their body shop and images of the car.
Good thing, a whatsapp group created with escalation matrix given and all communication (or lack of it) would happen through that. All members of escalation matrix are in that group.
Now to make long post short,
1. The insurance approval took 5 working day.
2. In between I used to hear from service advisor of body shop that insurer asked to repair it. I was fine with it.
3. They never commit approximate date of delivery. Every time service advisor would say - "I'll give date once car goes in painting" as there may be cars come with reference from bosses or VIP cars, they would be attended first, so cannot commit.
4. I had to call up always to get update, no proactive update given until I called up their Head of body shop.
5. I got my car back on 29th December (It was ready only by 27th December, I was not in station, so collected on 29th)
6. Even though every one there in the group - from service advisor to his manager to CRM to body shop manager; no one takes action if requested in that whatsapp group.
I would like to add some more points - the body shop service advisor went on leave for his brother or cousin's wedding without a backup, even service center was not bothered to assign someone else. And he used to tell me that all work is going on where as nothing done. Not even insurance approval. Then after a week they said that insurer actually asked to replace the boot, and as they just got approval, store ordered the part after that. Had to escalate to expedite the procurement. Till the end they could not give a approximate delivery date.
I had to leave for two days on 27th. Some how they promised to give it on 26th. On 26th afternoon they says, paint needs to be polished a bit in some parts so they would deliver in evening directly at home. At 6 they call they need some more time and would deliver at 10pm. I denied, then in 30min they call again and asks me to clear the insurance payment of 1000 and driver would bring the car next day early morning at 5:30am (as I told them I have a train to catch at 6). This was totally not acceptable and I asked them to send the car to New Town service center and I would collect from same place I have given it. He tried to convince me how trusted the driver is and he would definitely bring the car, I had to message in the group so that this does not happen.
I had to escalate to Body shop manager couple of times to get things done.
In India customer service is taken for granted by the service providers, but Kolkata takes it many levels higher (generalizing a bit, but in many cases I faced it, not only Kia; it's compared to what service I got in various service center's in Bangalore for many products).
No update from service center makes the wait seems longer, at the end it was like I should get the car back asap whatever they do. I regrated that I gave the car there when it was functional and could have been fixed on my return to Bangalore.