Tata - dishonest, *********, discgraceful.......

<p>Tata Motors Head Office was contacted a few weeks ago via emal to see if they were able to recrify many issues I have had with my vehicle - Tata super-ace - which is still under warranty and has a huge list of faults. After many attempts to get various branches of Tata to "do their job" i was left with no option but to contact head office - HOWEVER - HEAD OFFICE IS ALSO UNBLE TO DO THEIR JOB!!!!!! Below is email sent and still waiting for a response!!!!!!!! Since this email was sent, even more has gone wrong with this useless vehicle - it only has 44 000 on the clock.... Vehicle is not sitting at home unable to start and I have asked for managers etc etc etc etc etc etc etc to please assist but they are not interested!!!!!</p> <p>Dear Sir/ Madam,</p> <p>We would like to express our disappointment and dissatisfaction of TaTa Super Ace Model and Customer Service.</p> <p>Initially, purchased via Cape Town TaTa dealer, new in July 2014. Transported to Durban where we relocated together when I moved from UK.</p> <p>Account department took several days to locate the International Payment with poor communication, efficiency and urgency. This had financial implications as we had to continue paying for car hire longer than anticipated. </p> <p>On collecting the vehicle in Pine Town TaTa Dealership, we were issued a “****’ number plate which was issued for another vehicle! They also failed to install our radio which they assured us would be done on collection.</p> <p>Soon after, the digital clock started losing time. 6... (yes 6!)Clocks have had to be reordered since then due to persistent faults. The air-conditioning system has never worked consistently.</p> <p>Fuel line needed replaced twice. Living in the Palm Beach Area, we dealt with the Oslo Beach TaTa Dealer/Garage where we were charged for the work. Extremely dissatisfied with Customer Care by being “fobbed off” with reasons it was fault of customer.</p> <p>Our first oil leak appeared which was repaired locally due to convenience. While Dion was in Durban area, another oil leak appeared. This was booked in to TaTa dealer in PineTown for repair. The part had to be ordered as oil filter was not in stock. Informed it had been ordered only to be told a few days later this had not been done! Rightly so, we were VERY angry the staff involved had not done their job properly. This, in turn involved a manager, who investigated the problem. I understand the 2 members of staff were disciplined.</p> <p>The part was couriered down to Pinetown that evening. All this time, Dion was without a vehicle having to rely on a friend to help out. Staff at TaTa Pinetown involved, failed to communicate with Dion effectively or care much about our inconvenience. 99% of the time he had to call them for update when it should have been the other way round! This situation was not acceptable!</p> <p>The part was eventually fitted, (another day without the vehicle) only to have to be returned soon after as another oil leak occurred suspecting the part had not been fitted properly.</p> <p> </p> <p>We began noticing a problem with the gears. On contacting TaTa Oslo Beach, the manager informed us faulty gears were not covered under warranty, therefore he could not inspect the vehicle. On this information, we had the repair carried out at our own expense to the sum of R 5,575. Soon after, while Dion was in Durban area, he was concerned about the gears. The vehicle was taken into TaTa Pinetown for inspection. Staff there informed us gear fault WAS covered under warranty and had we contacted them when the gears had been in need of repair previously, a towing service would have been arranged from our home in Palm Beach. The problem was resolved under warranty.</p> <p>As you can imagine, it gave us little faith in the manager at Oslo Beach!</p> <p>Within a short time of the repair, the gears continued to be a problem having to go in to be adjusted every few weeks.</p> <p>Speedometer sensor became faulty. Reported to TaTa Pinetown identifying the fault. New part ordered and installed.</p> <p>At the same time, we commented on the Air Conditioning system being faulty. Identified by mechanic. New part ordered same time as speedometer part. Informed this process would take 6 weeks. Part was fitted only to have to be adjusted 2 weeks later.</p> <p> </p> <p>Recently, we noticed patches of rust appearing in areas on the vehicle. Knowing this to be covered under warranty, contacted TaTa Pinetown to arrange for the vehicle to have a rust assessment completed by assessors. The vehicle remained in their garage for a week while this was carried out.</p> <p>It was at this stage, it was discovered on checking the documentation in the service log book, NO rust checks had been done as part of the service as expected by any of the dealers involved. We felt it necessary to contact Legal Advice due to neglect of TaTa dealership. We were advised to ask for a copy of the report by assessors which has been denied in spite of asking several times.</p> <p>1 week later, we were contacted by TaTa to request we bring in the vehicle for a 2nd quote which was dropped off on Thursday of that week at Pine Town dealership. Dion removed all personal belongings as we were informed rust repair was scheduled to commence that day. The following Monday, Dion contacted the dealership for an update on progress to be informed no work had been done!! No contact from the staff regarding the delay. Dion was FURIOUS! Rightly so. Did they think he left the vehicle there for fun over the weekend? What way is that to treat customers? Appalling Customer Care and TaTa should be ashamed of their services.</p> <p>On arrival at TaTa dealership, Dion went directly to the mangers office to find 2 of the staff members in the office trying to justify and “backtrack” their handling of the issue.</p> <p>He left in disgust and returned home.</p> <p>We received a follow up call from a Customer Service Manager giving us a verbal quote of the cost of repair which came to R8 ********** . “As a favour” she said, TaTa would pay R5000 of the cost. On discussing it further with her, we learnt the quote was not only for the rust repair but also for “stone chip damage “which we had NOT requested!</p> <p>As we were denied a copy of the report for rust repair, we had no way of knowing the details.</p> <p>Somewhere during communication with TaTa Pine Town they told us our Warranty expires in March 2017 this year. This is incorrect. Our Warranty, according[D1] to the data base expires July 2017. This fact was clarified when we contacted the Warranty Section of TaTa.</p> <p>On contacting Elizabeth Maloka, Customer Care Consultant regarding the best way to proceed with the rust repair issue, we decided our most convenient option is to book the vehicle in at TaTa Oslo Beach.</p> <p> </p> <p>We chose the TaTa Super Ace believing it to be reliable. Clearly you can read from the above it has been of poor quality. This vehicle was bought new off the shop floor. The above problems should NEVER have happened.</p> <p>Everything I have described here is a true and honest account of our experience. Record of our routine services, parts needing to be ordered and staff involved will be documented in your database.</p> <p>Misinformation by your Customer Care Team has cost us financially for the following reasons:-</p> <p>1. Cost of repair to gearbox.</p> <p>2. Fuel costs between Palm Beach and Durban. We chose Ta Ta Pine Town, believing the dealership would give us better service. This was not the case.</p> <p>3. Cost of accommodation living away from our home in Palm Beach.</p> <p> </p> <p>Regardless of which dealership the vehicle has been repaired, it has been without doubt caused unnecessary stress. The issues have taken up a good part of our lives which could have been avoided if the services had been of a higher standard.</p> <p> </p> <p> </p> <p>Yours Sincerely,</p> <p> </p> <p>Paula A Taylor &</p> <p>Dion R Thomas</p> <p><br /> [D1]</p>