MISMANAGEMENT IN BOOKING & CASUAL ATTITUDE TO CUSTOMERS

We - my sister & family - booked a Maruti Suzuki Dzire at Kottayam Nagampadam Popular Showroom, Kerala. A 'higher up' there is the one who approached us when we visited the showroom, not any of the salespersons . Till the booking amount was paid, things were more or less fine. Afterwards, it was like making a call to an out of coverage area and the message that you get for unconnected calls!!! Everytime we call, he will be either too busy or he will not pick the call. A few times he was so 'casual' that he had not even much of an idea as to who called. He will not keep in touch with us, the customers once the booking is done. Neither will he offer any concrete or clear answers for any query. If he has no time to attend to us, then why did he take it up? We booked our car in the second week of Jan 2023. He promised that the car would surely be delivered in two months & that it was the maximum waiting period. In between when we called, he had no idea who it was/ which variant did we book. After two months, he said that the car was just packed from the factory for transportation- the standard answer that was always given by chance the call got connected.

We wonder whether he was neglecting us deliberately as we planned to take the vehicle through CSD. Two of my friends who wanted to book the Dzire from there backed out listening to all his lukewarm replies and careless attitude. Is this how a manager should be? We believe that Popular Maruti has a great customer friendly atmosphere. Our three vehicles prior to this and the vehicles of most of our relatives are also from Popular Kochi. But Popular Kottayam disappointed us very very badly. Somebody had already told us not to take from there, still we expected it to be an unfortunate mistake when the person had warned us about the Nagampadam Popular Maruti's careless deals with customers. Very very unfortunate and disappointing, to be honest, Sir. People try to take a vehicle sometimes when they could somehow arrange a loan/ money. If the delay is not told about clearly, that money will be taken and spent for other things. The saddest part is even our booking amount is not yet returned. Ordinary people also have their needs, Sir. Now, we feel it is great that we did not take the vehicle as we cannot imagine, how much difficulty we might have faced in the future for registration, servicing etc.

Sir, please train your Managers to be more responsible, serious, committed, punctual in response and considerate to customers. The good name Popular has earned through years will surely be lost if things go on like this. Today, my friend wanted to take a car from there and he asked the reason behind my cancellation. I just handed over the messages and call recordings. He instantly dropped the idea of booking from there and went to another dealer. Kindly view this seriously as we have seen many dealers in this lifetime for family & friends, but had never faced such a serious neglect/complaint. We are only happy to come back to you in future if needed, provided the negative vibes of extremely casual attitude to customers and neglect of customers from your employees' side are properly taken care of. This is not a complaint, but a request for better service.