Maruti Suzuki - Complaint against delivery of defective Maruti Breeza and failure to provide grievance redressal

I am writing to express my profound disappointment and annoyance with my recent purchase of a Maruti Brezza. Please note the following facts:

*) Details of the car are as follows:
Model: New Brezza
Sub Model: Maruti Breeza LXI *.*L *MT-VZR*CL***
Chassis Number: MA*RYHK*SPH******
Colour: Magma Grey
Vehicle Temporary Number: DL *TC ****
Date of Purchase: September **, ****
Issue: within * hours of delivery
Car Dealer: TR Sawhney Motors Pvt. Ltd., Kalkaji, New Delhi

*) I received the delivery of the said car on **th September **** around **:** pm. However, within * hours of delivery, to my utter shock the vehicle’s ignition became unresponsive and the car got stalled on the roadside.

*) Despite all our efforts the vehicle did not start while its lights and auto-lock etc were working properly.

*) In this frustrating situation, we called up our sales executive at TR Sawhney Kalkaji who showed his inability to help us in the situation and asked us to contact Maruti customer service.

*) We connected with roadside assistance by Maruti Customer Services and shared our plight. A technician was deputed to check our vehicle. (Breakdown assistance reference no. ********)

*) Our family was stranded on the roadside for hours during the late hours. After more than one hour, the technician reached but despite his efforts he could not find the fault in the vehicle and/or start the car. He informed us that the car needs to be towed by the crane to the service centre. It was very shocking and depressing for us that even the Maruti service centre technician was unable to start the vehicle and now our brand-new car is required to be towed to the service centre on the very first day.

*) With time ticking late into the night, we had no choice but to call for a tow truck to transport our car to the service centre. The technician arranged a private tow truck, for which we paid Rs.*,***/- (Two Thousand Five hundred) and our brand-new car was towed to the Nexa service centre at Okhla, Phase-II at **:** pm on **.*.****.

*) Since that day, the vehicle is at the service centre and all its parts have been dismantled and checked by the Maruti technicians e.g. fuel tank, exhaust pipe, engine, and wiring etc but till date no fault could have been detected and the vehicle is still not starting.

*) The vehicle has exhibited a critical manufacturing issue that has rendered it inoperable. The technicians at Maruti service centre have not been able to detect the fault and the problem remains unresolved to this day.

**) Such an issue appears to be beyond any reasonable expectation of a customer purchasing a brand new vehicle, and it is causing severe inconvenience and frustration.

**) Despite our regular follow-ups, prolonged stay at service centre and best efforts to resolve it through the service centre, the problem remains unresolved to this day.

**) We have contacted Mr. DP Choudhary, GM, TR Sawhney, Ms. Suman Pasbola, Group Head Customer Care, TR Sawhey, Mr. Aryendra Sharma and Mr. Ashok Panwar from Nexa Service Centre, however the problem has not been resolved till date.


**) Every time we contact the service station and/or above named officials, we get the same response that fault could not have been detected so far and they are still investigating the issue and commit that it will be resolved in a day.

**) This delay in resolving the issue has caused significant disruption to my daily life. It is a very disheartening and frustrating experience that even after opting for a vehicle from a brand like Maruti, the car stalled within * hours of the delivery and had to be towed to the service centre the very same day of the delivery.

**) Further, the inability of the Maruti service centre in detecting the fault and rectifying it for almost a week is highly depressing and unacceptable.

**) Owing to the mentioned facts, the given nature of the problem and the substantial inconvenience that we have experienced, I kindly request an immediate replacement of my new Brezza with a fully functional and defect-free vehicle, considering that I had received a defective vehicle and reported the same within hours of purchase and towed it with a crane to the service center on the day of the delivery.

Feeling cheated with delivery of defective vehicle and no resolution of customer grievance by such a highly reputed brand like Maruti is highly unpleasant and unacceptable. In anticipation that your company will understand the gravity of this situation, value customer satisfaction and prioritizing right trade practices shall provide prompt grievance redressal.