Lakshmi Tata - Negligent service leading to break down of my car refusal by dealership to take ownership for the sa

We had serviced our **+ years old Tata Manza car at the Lakshmi Tata Motors, OMR, Chennai on **st Oct ****. TN** BF****

The car broke down in the middle of the road on *th Feb ****, I had got it towed to the Lakshmi Tata Motors service center on the same day. We had been told that both our shafts were damaged due to breakage of the engine bolts and bed. Cost of spare parts - * shafts alone worked out to **, *** and total service quoted on *th Feb **** was **, *** where the cost of engine bed alone was only **** including labor.

We had raised a complaint with the Tata Motors Customer Care (# *-************) on *th Feb **** asking for ownership from the dealership as if this engine bed and bolts were replaced during our service on **st Oct ****, it would have costed us only **** as mentioned above and also not resulted in damage to the * shafts whose spare parts cost alone is **, ***. Also this would have prevented the car breaking down in the middle of the road when we were travelling along with our kid.

From *th Feb, we have been following up with the Tata Motors Customer Care to get response from the Dealership regarding their ownership on this issue. Since we didn't get a positive response for the ownership from the Tata Customer Care Manager - Mr.Prabu and Dealership GM - Mr. Kirubakaran, we took it to the Tata Motors Regional Head South Zone* - Mr. Thirumal Marugan post which also the case is still open for more than *+ months.

During this time we had to undergo lot of hardship without our car for our house shifting and other needs. Because of using public transport our entire family got infected with Covid in Apr'**** and had to suffer a lot with our kid.

We have been trying to get this resolved within Tata Motors and hence tried to reach out to the Head Office to get India Customer Care Head contact details, but till date we have not been given the contact details of Tata Motors Customer Care Head (India) and the landline contact numbers given were ringing with no answer.

In July'** again we re-initiated this conversation as our car was left with Sri Lakshmi Tata Motors service center for all these days. We have also requested the GM, Mr. Kirubakaran for the MD contact details of Lakshmi Tata Motors to bring it to a closure, but still awaiting for a response from him.

We were offered ****/- discount on labor and ****/- discount on spare parts by the dealership GM. Same was forwarded by the Tata Motors Customer Care Manager Mr. Prabu, Regional Head Mr. Thirumal Marugan and Mr. Nilesh Gupte who handles national level position.

Being a loyal Tata Motors Customer for ** long years and doing all our services only with the Authorized Tata Dealerships, we expected ownership and accountability from the dealer for the negligent service provided due to which the car broke down. We had always gone with Tata Dealership service recommendations to ensure smooth running of the car in all our prior services.

If the weak engine bed and bolts were changed during the service (on **st Oct ****) this issue would have never occurred. Service is a preventive measure and should focus on checking the quality of all spare parts and replacing when necessary.
We have requested for the Customer Care to give us an SLA and escalation matrix for resolving this issue amicable at the earliest. They again forwarded only to the Regional Level which is open from Feb'****. Again when we contacted Mr. Thirumal at the Regional level and Mr. Nilesh who handles national level position, we were told that no further intervention from their head office is required and asked us to deal with the dealership.

We require the dealership to take ownership and accountability for the shafts.

We were receiving email requests for approval to proceed with our car service from Mr. Tenni Roy, Service Manager, Lakshmi Tata Motors till **th Mar **** and after reopening this issue with Tata Customer Care by us in July **** without taking any ownership and accountability which we requested for.

Looking forward to your assistance to get this issue resolved at the earliest since our car is lying unused with the dealership for close to * months now.