Bad Experiences while servicing/maintaining Car

At last, I had a bad experience.

I have Indica Turbo DLS June 2006 model; 39.5K done.  I’m sharing a bad experience I have had last week.  It’s not a complaint; it pertains to problems we face while servicing/ maintaining.  Sorry, the write-up has turned out longer than I had expected (didn’t have time to redraft)…

I have always advocated in favour of getting the car serviced/repaired – after the warranty period expires - from some good & reliable garage outside.  The reason being that the charges of ASS, as we all know, is quite heavy, and also because they tend to replace/repair unnecessarily in order to inflate the bill.  Inflate, because, as I understand, each member of workshop has a % share/incentive from the amount of total billing that exceeds a particular amount/target set.

Ironically, I have until now – though my car is outside the warranty period – have always got the servicing/repairs done from ASS.  That’s because I have always had a very good experience with the local dealer/ASS – may be due to the good acquaintance I have with the Works Manager (WM) – and probably (as I now feel) because my car has never undergone any major repairs.  So like-wise, last week (29/01) I went to the ASS for getting my car serviced.  I had a brief discussion on each & every item required.  As per items scheduled at 40K kms & the discussion, the following were required… changing of Oil, Coolant, Oil filter, Air filter, Gear oil/grease, Brake fluid, flushing of Radiator, servicing of brakes, AC, rotation of tyres, balancing, alignment, cleaning catalytic converter etc. etc.  It was also felt that bushings of lower arms should be changed & ball-joints replaced along with bushings, if required.

I went in the evening to fetch the car.  It was ready but for the washing/cleaning.  The mechanic told me that bushings of lower arms & ball-joints have been replaced.  He showed me the old bushings & ball-joints that had worn out & had play.  He added that even the struts had to be changed (other parts of the assembly/kit of shock absorbers were fine).  The mechanic told me it was because the left one wasn’t functioning well, and the right one was replaced because it was equally old/worn-out & would in any case need replacement soon.  I was surprised because in normal circumstances the longevity is 60K kms (mine had done only 40K).  Besides, there was not even slightest leakage of oil. Only very recently I had undertaken 2 trips – first to Mumbai (a total of 1450 kms) & another a week before giving the car for servicing, to Baroda (a total of 430 kms).  I had not encountered/observed any problem – whatsoever – during these trips.  Also, I drive my car regularly/daily.  So, it was hard to believe.

I spoke to the WM & expressed my surprise.  He assured me that it was actually required – it wasn’t functioning properly & there was some sound too, and he himself had undertaken test-drive before those were changed, and one thereafter.  He also added that he replaced it without asking me because I had told him to do other things also, if anything comes to notice.  I affirmed & clarified that that was for miscellaneous work that I may have missed out on – & obviously not for major things.  I then took test-drive along with WM & the mechanic involved and found (I) that it was absolutely the same as before.  I was perplexed not knowing how to react.  Meantime my car was sent for cleaning.  I had a little discussion again.  The WM told me that I was lucky, as struts alone are seldom available – you need to buy the entire assembly/kit which costs approx. 3.5K each against 2.1K for strut each.  He added that the bushings changed have not been charged for, as the entire kit of bushings has come free along with the struts.  That sounded fishy to me.  Anyway!

All the time I was feeling uncomfortable and somehow had a feeling of getting cheated.  But given the good acquaintance with the WM & the good (really really good) services extended to me until now, I was finding it hard to express myself openly.  In the meantime, a boy from Accounts Deptt. entered the chamber of WM telling him that there’s something wrong with the system & therefore they are not able to print the bills – including mine (12K or so).  I told WM – it’s fine – I will pay tomorrow – send someone to collect the cheque from my office.  The WM agreed.  It had happened once before when I had forgotten to refuel my wallet before going to take the delivery from the workshop.  Same night I went for a long drive – on bad roads too.  I found nothing new – the car/struts behaved identically like the old ones behaved.

Next day morning I went to a reputed local garage.  It’s a big garage – one of those types who specialize in various cars (different mechanics for different cars).  I know the garage, as a few of my friends/colleagues get their cars serviced/repaired there.  I spoke to the owner & told him briefly about my doubts and requested if he could check the old struts I was carrying (ASS returns all the parts that are changed – unless you refuse to carry).  He agreed but made a passing remark that I should not be telling the ASS that it was checked at his garage.  I assured him not to.  He checked & confirmed that the old struts are in perfect shape (he said 110%).  He also drove my car & said that the old ones too would perform the same way.

I went to Office & called WM.  Requested if he could come to my Office during his lunch time.  I took the liberty knowing that he comes home (near my Office) daily for Lunch, and had come once before to collect the bill.  In the afternoon when he so came, I discussed with him – without telling that I had got the old struts checked.  I told him that I feel the old struts are perfect & should be replaced back.  We had lots of discussion. He was annoyed but didn’t express it openly.  To cut it short… ultimately/reluctantly he agreed.  But said that since I don’t trust him anymore, I should get it done from outside.  I wasn’t expecting that.  I explained him that it was not a matter of trust or distrust.  Whatever happened must have happened due to some confusion, and that, I would come with the car in the evening for the purpose.  I also added that in case the old struts don’t perform well like he was referring to or anything wrong transpires, we may restore the new ones again & I would pay double the amount of labour.  He laughed (sarcastically) & refused.  I said, fine.  In fact it suits me; I will get the job done outside & return the new struts.  Thereafter we can settle the bill amount.  I offered him a lump-sum amount of 6-7K, as an interim payment, till the matter/bill is finalised.  He refused saying – there’s no hurry.

Very next day, I got the job done from the same garage I had got the struts checked.  The new struts removed were cleaned (hardly dirty) & packed in the boxes.  I test-drove the car THOROUGHLY – long drive & on bad roads too.  The car/struts behave identically – no change (whatsoever).  Called the WM & asked him to send someone next day to my Office with the revised bill & carry the cheque/payment & the new struts back.  WM in turn asked me to come to ASS, as they would like to examine as to how it all happened.  I REFUSED telling him categorically that it was he who had chosen not to replace & recheck – despite my offering double labour in case of need.  So, that matter is closed.

2 days later, WM called me.  Spoke to me very politely & said its all okay.  But do bring the car to the ASS, as, other than settling the bill, he would like to take test-drive just out of curiosity because he fails to understand how this could happen.  I refused again, suggesting that instead of sending someone, as proposed earlier, he himself can come down to my Office with the revised bill; take the new struts back & the cheque/payment, and also take a test-drive with me – if he desires to.  He agreed.  Told me that he will minus the cost of the 2 struts (4.4K or so) & add cost of bushings (apprx. 650), as those were free with the struts.  That gave me a clue - I said it’s perfectly alright BUT he should also minus the labour charge (struts) & give me discount of Rs.450, the amount I spent for getting the old struts replaced back (250) & wheel alignment (200).

The proposition is not acceptable to WM.  He is not ready to minus labour charge & give discount (outside labour paid by me). The one proposed by him is not acceptable to me – I can let go the amount I have paid outside (Rs.450) but am not ready to pay labour charge levied for the struts.  There was no dialogue between us thereafter.  This morning I received a phone call from Pune asking me for the feedback/experience on the service/repairs conducted (routine call).  I was driving down to office so requested if they could call later (they haven’t called until now).  After reaching Office, reluctantly though (I had decided not to call but wait for his), I called up the WM & enquired about the bill & told him about the Pune call (that’s why I had called him).  He sensed what I was indicating at.  He said he was interested in settling the issue as soon as possible but was out of station for a monthly performance meeting, and due to some personal work, will only be able to return after 2-3 days (I don’t know if he is buying time).  Anyway, let’s see what is in store. I will update.

Here's a photo of the new Struts...

I shared the experience so that fellow-members can take a lesson from the bad experience I have had.  Please do try & ascertain whether, or not, replacements/repairs are actually required – more particularly when ASS is involved.  I also request if others can share bad experiences they have had, if any.

Welcome to the "angry car owners club"!!

And I must say you were thorough in dealing with them - good that you caught them red-handed. And I do share the disgust/disappointment you must be feeling for being let down after you trusted them.

Edit: ...and those are not "studs" but "struts".

My story:

1st incident: Took car to the ASS for maintenance after purchase since it was already 6 years old when bought - bill was about 20k. I trusted the ASS and besides had no knowledge of cars so took their word for it. Point: The most obvious thing - the bad battery - was not at all touched, neither was I apprised of the same.

So after sometime when car refused to start, showed it to a local mechanic who told me that the battery is bad. replaced the battery and everything was fine. Again I did not suspect ASS incompetence (or otherwise) for this at that time.

2nd incident: Again took car to ASS for routine servicing...again bill was some 10-12k. This time car was stopped at signal but refused to start again - this within 15 mins of taking delivery (by that time I was well away from the ASS). Called the ASS, they sent a guy over who said that the alternator has failed (he said, its an old car anything can fail). That set the bells ringing for me - for one the car was literally unused after buying - in the rains and all - yet never failed to start apart from the battery problem. And now the alternator fails withn 15 mins of taking delivery. After a lot of arguments I had no choice but to get a new alternator installed by the ASS - for an additional 8k.

3rd incident: Clicking sound on turning right. Took car to another Hyundai ASS. The guy, after thinking said "the whole axle is gone, needs to be changed, will cost 20k". This again set bells ringing. Thought I'd take a second opinion. Called up my brother who said that 20k is too much. Then I inquired at the local garage where I take the car for minor things. The mechanic said that its just the right drive shaft - new one Rs. 1650 + labour Rs. 200. In all got it fixed for less than Rs. 2000 (compare that to what the ASS guy said). No problems till date with that driveshaft or axle.

These cemented my suspicion that ASS will fool you if your car is out of warranty - and you cannot do much about it. So better not take the car to the ASS and get it serviced locally whare you can watch things over and there's a lot of room to negotiate.

Lol.  Sorry I somehow typed the way mechanics pronounce. I have since carried out the corrections.

True.  One should avoid ASS after the warranty is over.  The only problem is getting the original spare parts.  In case of Tata & Maruti, you do get those from outside - but not in case of Hyundai & others.  However, mechanics do somehow manage to get from the dealers/ASS if you insist - some arrangements they have.

Well for non-original part - a new one is still better than an older/failed original one. It will still go on for some time (though maybe less than the original) - i.e. increased frequency of replacement is the side-effect.

Hi is it possible that these dealer service centre can change your car wheels and other parts including battery of your new car just run 600 kms during its service as I feel they have changed my car wheels and put little used wheels instead and also I feel they have changed my car battery too. I am not apprehensive about it they might have also changed car engine parts etc and replaced them with used ones as my car is almost new.. am i doubting to much?

Also I had bought teflon and anti rust at time of purchase of this car and yesterday when i looked at car from ground I was not able to make out if anti rust was done as car was all dusty, so if anti rust was done and before that washing how can car become so muddy so qucikly.

Why are we not honest with work and why we always face such cheating problems only in India, how can we trust each other when at every step other person is there to cheat you and just want to earn money from you even on basis of lies, what self accomplishment one derives from cheating others

regards

Imagine the scenario if the bill was paid outright.

Now Pankaj is in advantageous position, eventhough victim of cheating.

To elaborate on payment... though I was carrying my cheque book, I was all the time (while my car was being washed) thinking about telling the WM that the bill was unexpectedly high & hence I do not have the sufficient money to pay & I would, therefore, be making the payment the next day.  I wanted to buy some time.  Luckily - to my pleasant surprise - there was some problem with the system & bill could not be printed.  I took the opportunity & said that he can send someone the next day to my Office to collect the payment.  He commented that in that case I will have to make the payment necessarily by cheque, as they do not accept cash outside ASS premises.

If I had made the payment, the scenario would been totally different.  I would have been running after him.