How Maruti Service Masters, Okhla Delhi broke my car (Review of Uber-expensive)
The car in happier times
I own a Maruti 800 car which I like to maintain, the first owners of the car were a little careless which caused the car to rust at a few places, but ever since I have got the car I have tried to maintain it well. One of the most important things to maintaining a car well is of course good servicing from an Authorised Service Center.
If you search around the internet, you realise that Maruti Service Masters is supposed to be the best (and the most expensive) service centre in New Delhi. I took a day off as there is a lot of rush on weekends and was off to their service centre. The 1st time I used them they had messed up the butterfly valves in my engine, at that time I thought it might be an exception to the kind of service they offer.
At the service center, I noticed a distinct lack of concern for the customer, they get a lot of customers due to their name so do not need to take customer delight seriously.The reception person was more interested in passing the blame rather than assigning a SA and pointed me to a senior who told me they are short of staff. In the middle of the week ? I waited for half an hour before a service advisor came out and actually took down my problems.
He advised some changes, one of them un-necessary, he recommended the change of the water pump which I agreed to as he said it would lead to better fuel efficiency and smoother performance. The car servicing estimate came out to Rs. 11000 , which is pretty much near the resale value of the 14 year old car, but it being my first ever car I agreed to the uber expensive service with the assurance that engine work be carried out by an experienced mechanic who understands the old Japanese carburettor engines.
The service took one whole day and next day when I came the car was dirty from the outside, while I made payments, the car was wiped once more and cleaned for outer appearance.
Here is where it went downhill for me:
1. The service advisor insisted on a blank feedback card, thinking at that time that he had done an impeccable job, I agreed and gave him the blank feedback form which he literally snatched from my hands. He had given me a test drive.
2. On reaching home, I rolled up the windows and saw major brown dust on the windows, I didn’t feel it was worth the concern and wiped it myself.
3. After 2 days I took out the car and noticed engine oil underneath the car and lots of it. I called the service advisor and asked him what I should do, his response was to bring the car on a weekday. He did not offer to get it collected from my home or to service it on a weekend. He said there is too much rush on weekends.
4. The next day I went to college , at the college parking I noticed a super large amount of engine oil leakage, scared, I came back home early and stopped using the car so as not to cause engine damage. Also the car was giving blue smoke on cold starts.
5. Angry, I wrote 2 emails to Maruti to which I got automated responses, I decided to get the engine fixed outside the MSM as engine oil was low and I couldn’t go to their workshop with a car low on engine oil and leaking it steadily. The same day the customer care lady called me, she was apologetic, +1 to MSM here but she couldn’t really help me, promised to get back to me.
6. She didn’t get back for 7 more days, I got the timing seal issue fixed and paid 900 to the local garage to repair the problem + cost of engine oil. The blue smoke problem has persisted. She called again after 7 days and again apologised but didn’t offer to do anything, did ask me to choose MSM for my next service. I told her I would never like to visit them again.
7. I emailed Maruti and asked for a fresh feedback form to incorporate the low level of service given to me. I got no response. I even told them about blank feedback being collected, no response to that too. 3-4 days later, dad got a call from the service advisor, he gave him my number, I got the call during class and was unable to pick it up. So the grand total of 1 missed call was received by me.
8. The blue smoke at cold start issue was discussed with an engineer at Maruti (who prefers to remain anonymous), he says the MSM people probably ruptured a valve seal,
This causes engine oil to leak overnight and when I do a cold start, I see blue smoke. He told me that complaints are a regular feature at MSM and they cant handle the huge rush. Most complaints are swept under the carpet.
He told me the timing seal issue was a direct consequence of bad workmanship during water pump change.
I have decided to take things to a logical conclusion, I will keep contacting Maruti till they accept that the levels of service are actually below par at Maruti Service Masters Delhi and I have asked for them to repair my car’s blue smoke issue at another Authorised Service Center free of cost.
Till then, let this serve as a warning to anyone looking to get their car serviced at Maruti Service Masters Okhla, they seem good, but very little accountability. One expects this from them but when the company also ignores customer feedback, you know its a problem.
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Sound more like Maruti Service Noobs than Maruti Service Masters to me 🙂
haha, good one !
Maruti Service Masters offered to resolve but stopped after I wasnt able to find time.
Sad to hear about the ordeal. I guess the norm is present in most of the service statiosn who get bulk cars. They are mor einterested in meetign numbers than quality.
May i know whats the id i can write my complain to…. considerign you will be having it…
thanks
I had used the online web form to complain against Maruti Service Masters Okhla, however , I observed they forward the complaint to the said service center only, they dont take any action at their level.
Also, whats your story ?
wooo – I was thinking to try MSSD this time but looks like they all are same :-/
80% of mechanics are the same. They do “hit & trial” without having proper knowledge of the work but because we have lesser knowledge of this field, we have to trust one. Further they take advantage of our shortage of time and fighting energy. So prayers to THE ALMIGHTY that we be able to keep new cars for five years and keep on up-dating new cars every five years if not earlier, so that we do not have to see the ugly mechanics.
i had a pretty same experience a t MSM okhla….i went for a suspension problem, there was noise from underneath the car…when the advisor looked at the car, without even test driving it he said that the suspension etc are broken and there needs to be complete overhaul, and it had been just 2-3 years since i had bought that car(bought it 2nd hand from a true value showroom)…he said that all the tyres needed to be changed as well because if not then they’ll damage the suspension again, i still remember the name of the advisor was Mr. Verma(don’t remeber the first name)….damn crazy guy….at the time of advising he said that the total expenses would be around 15-18k but finally i was charged 22k!!!
this incident happened around 2 years back…ever since then i haven’t visited MSM….and i keep getting calls from them every 2nd month that the servicing of ur car is due…i have told them point blank that see i don’t like you and i can’t afford you and u ****, still they keep calling…what kind of $ are they!!
so final word of advice…never take ur beloved car to MSM okhla….THEY $!! BIG TIME!!
Hi
I read your article with great interest as I also own single-hand single owner Maruti 800 DX of 1998.I used to go to Saya,the place I bought the car from but then One day hearing that MSM was in Jahangirpui(near my house in Pitampura) I switched to them in 2007.They’re more expensive than Saya;have less time on their hands to explain & listen to your problems and why in god’s name they want a replacement for everything at the drop of a hat! I’m a radio producer with All India Radio and would like you to help me mount a programme on this loot going on in this so called the most genuine workshop because the signage outside reads MSM! My e-mail id is :naveen.ftii@gmail.com.thanks for sharing your views in this emotional article, helped me feel that I was fleeced by branded crooks!
I also do not trust MSM Okhla. I completely agree with your views about their unprofessional behaviour, rude attitude, and of course, their frank sky rocketing estimates. I have single owner Maruti Uniq of 2008 model and was running it fine. I used to get that serviced at MSM regularly, but had this unpleasant feeling always, but never could realize that others also were feeling the same. During the last paid service, I was told that my car’s entire gear box needs change because of loosening of clutch. It was added with their typical fear complex that they have mastered, ‘aapki gaadi kabhie bhie dhika de sakti hai’. I am still pondering where to get genuine advise for this problem.!!
have had issues with them always. have deteriorated over the years. last service, they forgot to tighten wheels after some work on them! no apologies. sick. never gone since 2008.
I had an issue with the graies on my dzire abouta month ago and i sent my car to maruti service masters. they were not able to resolve my problem and asked me to bring back the car in a few days when the company mechanic was on site. they calibrated my brake system and said that there should be no further issues.
One month later (few days back), My cars brakes failed and the steering wheel got jammed while driving. I was about be in a serious accident and now MSM is still trying to tell me that there was no problem with the car in the first place.
They have been really casual about this whole thing so I wanted to escalate the matter to maruti head office and get a proper resolution to this. Can anyone help me get contacts of some senior officials who I can get in touch with via email or phone. Please let me know.
Thank you
Now I realize I am not the only person to be fleeced and duped. Keeping my finger crossed and since this morning I have sent my Alto to MSM Okhla for service I am now praying to God that my Alto returns to me safely, or at least relatively safely.