Awful post sales service
I own a Tata Zest XT, which I purchased from Fortune Motors, Nerul, Navi Mumbai in September 2014. About a month ago, the car's EMS failure light suddenly started to stay on. I took the car to Concorde Motors Service Center at Saki Naka, Mumbai. They rectified the problem, but said that if the issue recurred, the knock sensor will have to be replaced. Two days later the EMS failure light again persistently stayed on. I spoke with the service engineer at Concorde Motors, who said that the sensor will have to be replaced and he will get back to me once he receives the spare part at the service center. After about 10 days I myself called the service center again and was told that the part had arrived. I took the car to the service center at about 11:45 am and waited until 7 pm.At 7 pm the problem was still not resolved and I was told that the engineer who looked after the Zest was busy and could not have a proper look at the car and so I would have to leave the car at the service center. Had I been told in the beginning itself that the service engineer was busy? I would not have wasted an entire day cancelling all my appointments and sitting at your service center just waiting for things to get sorted out! Two days later the car was delivered to my residence with the EMS light issue sorted out. I could not test drive the car as I had to go out of town for 3 days. On returning, on the 20th of July 2015, when I drove the car, I found that the running car would stop suddenly everytime I shifted the gear from 3rd to 2nd and 2nd to 1st. Also the AC stopped working and the Malfunction indicator went on. I again called up the Concorde Service Center at Saki Naka and told them to send someone to pick up the car as it was risky to drive a car which would abruptly stop in the middle of the road. The car was taken to the service center. I received a call the next day saying that the engineers at Concorde could not identify the problem and so a team from the Tata Motors Plant would be coming to sort out the issue. On 22 July, the car was delivered to my residence. I was told that it was some software issue which had affected the RPM and that after a software update, the car was running fine. Until 24th July 2015 the car was working fine. But on 24th July the EMS failure indicator persistently lit up. called the Concorde motors service center and they asked me to get the car to the service center on 25th July so that they could check it up. At the service center, after about one and a half hours of waiting, I was informed by the service center manager that they could not identify the problem and that people from the TML plant would be coming on 27th July to check on the car. He also said that by the second half of 27th July he would be able to tell me what the issue was. On 27th , when by 4 pm I failed to receive any communication from the service center, I called up Mr Manjeet Singh, who said that diagnostic testing of the wiring was on and he would update me about what the exact status. When he did not get back to me, I again called up at the Concorde motors service center reception number. The lady who received the call said that she would ensure that someone would call me back regarding the vehicle's status. When I still failed to receive any call, I contacted Ms Rupali Sawant ( who had called me earlier in the afternoon). She got back to me saying Mr Saurabh from customer services would call me.I received a call from Mr Saurabh within 10 minutes. He said that he suspected that there was a fault with the 'wiring' and if that was confirmed, the 'wiring' would need to be replaced. He said he expected that the whole process would take about 2 days and that he would keep me updated.It has almost been a month since the issue has started and none of the Tata service people have managed to yet identify the exact fault.They need to get their post sales service in place before they roll out new products.Tata Motors has lived up to its name of providing awful post sales servicing. I regret my decision to go for a Tata car as my first car! In fact someone who overheard my phone conversations with the Tata guys told me," Were you mad to buy a Tata car"?? All Tata cars start giving problems in a year. Just wait and watch. Tata simply cannot make cars and unfortunately he was right!
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