Just curious- what was the reason for break down?
Reason for breakdown was Clutch Slave Cylinder gone kaput. They replaced with new one now.
Article about Adit, KHT
Guys, not sure whether this was shared earlier. Today's (21 Mar 14) Bangalore Mirror contains article about Mozarias. :up
Herr is the pic and the link to the article:
Driven to succeed - Bangalore Mirror
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sry to hear about the issues faced by you in getting a service appointment. The online form is monitored by me also but am guessing at times google, yahoo, etc have this bad habit of deciding for themselves of what mails r spam n what r not... i am guessing that the online form submitted by you would have gone 2 spam.... coz i do received numerous online bookings normally and all contacted at the earliest.....
other phone options let me check what went wrong... apologies for the same....
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can you please inbox me your vehicle number... i would like to check the details of service carried out and the SA's report and his efficiency... apologies for what happened...
Now that's why KHT is famous for its service. Hey boss man Adit hope u will tackle all the situatuon
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Here is my detailed service report.
Went in at 09:50 AM though i had an appointment at 10:00 AM. I was in roll number 15. Sad to see just one palio adventure, petra and palio (total 3) for the service camp.
All service advisor's were busy in attending customer. Myself got introduced to a service advisor when he became unoccupied. He immediately attended me and took me to the car with the job card.
Noted down the general observations like fuel, items present in car etc., Asked me to remove any valuables if present.. I removed everything at home.
Since it is a first free service, he told that consumables shall cost Rs.250 + taxes. I hesitated and asked how can the consumables be decided even before taking in the service for which i got a reply that this is the normal fare. Having no chances, i agreed for it. But, iam sure other users who did first free service outside bangalore have paid 0/- for consumables and they have posted their experience here.
The only serious compliant was the rear left door getting locked automatically and does not get released from inside, which could prove fatal during emergencies, which was noted in the job card. I remember reading in this forum that many other users faced the same issue and latch was replaced under warranty for them. SA assured it wont be necessary and shall push for replacement if it is repetitive again and would give me a call when the car reaches wash area.
I happily left the place at 10:00 AM and straight away headed to Q cinemas in the near by mall over walk to watch Need for Speed movie in 3D at 10:20 AM. Got a call at 3 prompt by SA that the car is sent for washing and could come anytime to collect it. Went there around 5 and saw my linea shining on me. SA asked me to check the car and told me that the latch has come out and has been fixed and the issue wont re-surface again.
There was happy sale going on also this week having 10% off on accessories and merchandise.
I thought of buying a boot mat and when asked with SA, he told with confidence there is no boot mat for Linea . When i asked him to double check with someone else, he took me to the Spares division and some one there told me that there is indeed one, but there is no stock at the moment.
Finally, i was billed with 280/- and paid the money over card and got the gate pass and left the place at 05:30. Overall a good experience, except the minor niggles as detailed and the major trouble during getting of appointment.
There is decent scope for improvement and wow'ing the customer like -
1. SA calling back on spares availability and keeping a good stock of accessories atleast during a Happy Sale
2. Consumables charged on consumption basis than on a fixed rate.
3. Having a covered parking for finished cars with tar on the roads. On rainy days, things are sure to get worsen.
Got the feedback form and mentioned the same in it.
Adit, I always wanted to ask this. what happens to the feedback forms filled by the customers. does anyone read it?
unfortunately i read them
fortunate for us
Just a thought from me.
whenever you find any feedback worthwhile (which I am sure you do once in a while) and attempt to act on the suggestion, it would be nice if you somehow inform the customer who gave that feedback.
this could go a long way in building customer's confidence on your SC and you would keep getting constructive feedback to help make your SC better.
two years back during tata-fiat times, i used to fill the feedback form always. once i was impressed by a guy who did interior cleaning for my car. i asked his name and put it in the feedback form appreciating him for his hard work. lot of other times, wrote many things about which i never got to know if anyone even cared to read it. eventually i stopped writing, feeling that no one ever reads it.
hope you got my point. most of the times you may take some action based on feedback, but from customer's point of view it goes unnoticed. one phonecall from your SC to the customer telling that your feedback is appreciated and we are taking this action would go a long way in building the trust.
Separate names with a comma.