Jeep India - KHT Prime Kormangala Jeep India

Hi,
here is my story..

Service Manager: Villan(Superstar)
Service advisor: Rookie (clueless)
Customer(myself) :Hero (heartbroken)
Heroin:Jeep Compass Limited Plus *.* ****made (**** Jan * registration) - KA********
Technicians/Expert advisers and god knows who all where there at the merry-go-round ..: goons of superstar villan


the characters are real but there is no personal grudge or effort to tarnish anyone personally in the below story..it is just a representation of how the story unfolds for the Hero.

story/plot/director/producer: Service Manager: Villan (Superstar)
location: KHT Prime Service Centre, Mahadevapura , Bangalore

…………

hero contacts KHT Prime jeep customer service and arranges for annual service pick up and drop for Wednesday,*th Oct.Hero request return of heroine same day evening and service resp. assures the same..

Heroine reaches service centre. Service advisor: Rookie calls hero and checks if it is just annual service??.
informs that’s the ESC sensor needs replacement and says heroine can only be returned next day.. Hero senses danger as hero is treating his long time college friends for a trip to chikmangalore on early morning Saturday, *th Oct *am from the airport..

Rookie says not possible to deliver same day. Hero agrees as still there is * days buffer for the trip..

*th Oct noon time rookie calls and informs heroine is ready and will reach home in one hour.

Happy hero rushes home, starts heroine and notices a sound from the front engine bay..immediately hero contacts rookie clueless over WhatsApp and rookie says to send the video. Hero sends the video and rookie clueless analyse this to be a fan issue and advise this will be resolved once the engine heats up. Hero happy and thanks rookie clueless..

Friday, *th October (the day before hero’s trip with friends..)

note that on *th Oct hero did start heroine but did not move from parking..

hero starts heroine to fill diesel and notices all the ESC error messages popping as it was in the dashboard?? rattled hero calls rookie clueless and asks what has he done to heroine? hero drives heroine to the service centre and rookie clueless is not available?? rookie is avoiding meeting hero and this agitates hero who calls him “ullu ka patta and idiot”
after * minutes rookie clueless arrives at the scene, has a look and advises that onlyoneESCsensor was replaced in theserviceand rest three sensors needs to be replaced now. Rookie kept on saying that the error did not show up during their test drives and also dint show up all the time when heroine was dropped at hero’s apartment?? Rookie assured it will be fixed immediately and takes here and heroine to the service bay..

Hero still unaware what’s going to unfold waits innocently for the heroine..

an hour goes by… all rest of the three sensors fitted and hero asked to pay for the parts and not for the labour charges..

hero thanks clueless rookie and reminds to also look into the fan noise..

another half an hour goes by.. hero senses something is amiss..enquire and finds out that dear heroin’s alternator is busted and experts and scrambling around.. hush talks and sad faces..hero is confused..

another ** minutes go by…here enters our service manager: villan superstar..phew, the aura is phenomenal..indeed an entry..

villan gives hero the looks as if heroine is dead..explains to hero that heroine’s six months and one year service was not done and points hero to the dealer management software in front of him…the software is a dodo and was hanging all the ** seconds hero was starring at it!!? villain shouts at some expert to get him a download copy of heroines service history..

puzzled hero recollects memory and said no service was missed and just this year, which is supposed to be the last annual service under warranty was delayed by * months due to hero getting a job layoff and hence pushed the service..

Villan gets hero’s weak hand and gives option to hero to pay for the part of **K and take heroine out. Hero denies the offer and says in his current situation, can’t afford to pay for the part. Villan calls expert to the door and explains in local language that sir has no money to pay for the alternator part and take the heroine out??Hero asks if this won’t be covered in the extended warranty that hero had purchased initially..villan pushes to pay for the part as the six month and annual service also was not done by the hero as per him and the * year extended warranty is though a third party and hence it will take time for approvals ..
hero said that he’ll pay for the part now and once the warranty is approved to return the money. Villlan says not possible. Villan goes to the adjacent room(separated by glass window) and checks the computers again.. four/five experts are surrounding him..dramatic situation..

another ** minutes go by..villan returns to hero’s room and boast about himself..says ..you are not part of jeep club right..you ask anyone there.. they will say I’m the guy who can gets things done??!! confused hero checks if he still found the service records. Villan without any excitement says yes..hero asks why didn’t you tell me that then.. villa says I told you already?!!

Red Flag: villan says hero to play **K for the labour ..I’ll make arrangements to get the part fixed..??!! .or gives option to hero to pay for the part of **K and take heroine out.

Hero denies this offer and requests for a loaner car. Villain makes some calls and arranges for the loaner car..says the car need to be washed when return, strictly no off-roading in a commanding tone??!! (hero for all that one second, felt trashing one big right at villan but decide not to..)

Hero says let’s see how the warranty approvals go, fingers crossed and about to leave. Villan says wait we will leave together.. just before the exit gate when we were about to seperate villan says something..the twist in the story..

Villan says .. “you shouted at my boys”.. hero is stunned in his mind.. thinks it was so easy to read the villan now..replied .. “no worries, I would have done the same thing if I were you.. you are damn smart..”

The loaner car arrived at hero’s apartment at the said time, but it was a mess..there were scratches all around and the day time running light (only one was working) and the boy who brought the car dint know how to shut it down..he seemed to be rushing as he wanted to leave the car at the security gate and push off..hero asked for the book and papers and the key fob and he finally managed to find it after some search..He said he is not familiar with this car and I was fine with it..hero asked him how to switch off the parking light and he says just leave it on..!!

Hero was taken aback with the casualness and said to take the car back..by then hero had lost all the trust with jeep and jeep service with such a smart villan leading the service pack..then the boy said that hero need to talk to villan and that was the last hero villan ego talks ..nothing much this time as villanwas silent ..hero was hurt and tired and vowed will go any extend to bring to light the experience servicing his jeep ..

End of the story…

respect customers..after all customer is top of the chain..remember that always..
never underestimate a customer. treat all of them equally..no partialities for just the ones who takes your autograph..hah?

??!! all the time i receive calls from jeep service centre’s that my service is approaching, is due and is past due but on all these calls I had told
the rep. calling me that i need to delay the service by a month or so and asked was it ok that it won’t void my warranty. Every time they assured that we will service your car and your warranty is active till * Jan ****.

??!!)the faulty alternator was not detected in the service. ain’t we supposed to proactively spot and prevent something? it was not the initial problem. it was a secondary problem that eventually grew into a show stopper that the service advisor failed to pick. I get the feeling that he is always on the fire fighting mode..really sad state..
Yesterday **am I received an email from
KHT Prime that my warranty claim got rejected as I delayed the service by *months.. even after your service the issue was not spotted.. it was with me until i got it checked..then what is the logic when you say part replacement not approved due to delay in service??!!

??)the service manager is not professional and he need to swallow a lot of his ego..success, comradery and laurels come fast, but what is the point if you don’t gain it the right way and with the right attitude.. you will be exposed ..mind it.

!!!)return my car asap without the alternator fix. Just fix it the way it was but I want it home delivered. no questions asked and I don’t want to talk to any of the KHT Prime. I trusted them and you don’t deserve a customer like me.

*********************************************Later events:
So, my car is still at the service centre and today , **th Oct is **th day.
the KHT service manager did not recommend to take the car for my. trip because of the defective alternator. I wrote the above “ my story” email to jeep India (service.indiajeep@stellantis.com) while I was in chikmangalore and since there was a low mobile range/ connectivity I received a message from KHT that they were trying to reach me and to call them back..I called them back on my return journey and they said they are in discussion with jeep India and KHT’s newly appointed MD will contact me soon..Then jeep India called and I explained that more than the warranty issue it was the treatment and hostility I received at KHT that hurts me. I gave the agent who called me two solid reasons that I should be considered under warranty even though i delayed my service my *months *weeks and * days.
*) whenever jeep service centre’s contacted me with regards to serving my car, I proactively asked them can I extend my service and let me know if this void my extended warranty. They always said they will honour my warranty when I bring my car to service.
*) the issue with the alternator was not spotted at service(please refer my email above and that explains it..)

I told jeep India that I don’t want to deal with KHT Prime and I want my car serviced in MPS service centre. Jeep India said I’ll need to bare the charges for moving the car to MPS and I happily agreed( the car just had a noise but was drivable).Jeep India said that will revert within * days. KHT calls me evening and i said I don’t want to deal with them and whatever they want to do, consult jeep India.. Immediately after the call, I received call from MD of KHT prime who literally pleaded to give him a chance to sort this out. he said there is a FCA inspection arranged by jeep India and he needs three days to take care of it and prepare and provide the reading to FCA. I was angry and I said your manager diagnosed this was a fault alternator and hence I want the part to be replaced in front of me irrespective of FCA findings and I told I want the FCA inspection to be carried out in a neutral place. KHT MD requested that to wait till FCA inspection is done but agreed to do the inspection In a neutral place. I also informed I get a vibration in the steering wheel more than I used to and i asked the KHT mechanic and he said this is because the flywheel lubricant needs replacement and I requested MD to get this checked as well.
Later Jeep India calls and I said KHT MD had called and thing look brighter as he said he’ll take care of everything. Jeep India conferences the call with KHT MD and he said let FCA do the inspection at his place as he has all the facility and he also has the new alternator part. I agreed. I requested MD that I need to speak to the FCA techs and he did help do a video call when they arrive.All this happened Friday, **th Oct.
Monday **th Oct **:**am KHT MD called and said the FCA has arrived and they are going inspection of my car. MD said he will keep me posted with the updates..
I called MD at *pm as I don’t receive any call and he said the FCA agent has just let left and his team has email all the details to jeep India and awaiting updates and he is expecting reply from jeep India soon and he would call me back at *pm.. he calls me at *:** pm and says the FCA finding was that that in my case it was not a electrical failure and it was a noise and they found out to me a defective pully and an issue with the turbo shaft. I asked him then why your service manager pushed me to spend **K for the part as he said it was a defective alternator. MD said they was because jeep don’t consider this under warranty..I was deeply saddened but I don’t show it to him.. MD said he has send the quotation for the pully and the turbo shaft replacement and is is again coming close to the **K odd. I said ok let’s wait and he said a soon he hears back he’lll contact me.. I kept the phone and that were things stand now..

see I am hurt because it was just a noise issue and the service manage me said it is a defective alternator and and hence risky to take the car for the trip. I’m sure he trapped me just because I shouted at his advisor and all the later events at the service centre was just to frame me.. I need help..



regards,
Jeethu John