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    Default Customer Rights in Pakistan, My Experience

    Salam All

    I have joined this forum principally to share with you people my latest experience with automotive sector perhaps that would bring a change in society.

    It was in April 2006 that I booked a Cuore A/T from Toyota _____ Motors (TXM changed the name of dealer) . At the TXMe of booking I was told that the car would be delivered in July 2006 however if I can try getting “priority” with my own personal means in order to accelerate the delivery.

    Due to some personal reasons I was in desperate need of a car so just after 1 week of the booking I contacted the Toyota Indus Motors in Karachi to follow up the status of delivery. I was amazed to hear that Toyota Indus Motors has not yet received any such booking order and I was told to check up with my dealer TXM.

    Following the directions I contacted TXM, I was greeted by the so called Sales Services of TXM and upon interrogation about my PSO No. ……… the person on telephone simply denied the fact they have booked any such order. (Perhaps this confusion is the result of the faulty data base management system of TXM based on simple Microsoft excels sheets). Shocked by the news I tried to contact the higher management of TXM, which was very difficult to locate and identify. The sales manager took notice of my inquietude and promised to trace back my booking order and call me back. Tired of waiting for the said call which never came I contacted the owner of the TXM, Finally they traced the booking order and I was informed that the delay in the dispatch of the booking order to Toyota Indus was caused due to one of their personnel actually on leave.

    June 2006

    Till 24th of June I was out of the country due to professional reasons and upon my return my father informed me that he contacted TXM to follow up the delivery of the car.

    Its is important to note that on 20th June my father was told by the sales representative of TXM that the car will arrive on Saturday, 24th of June and will be delivered on Monday, 26th of June.

    26th June 2006

    I took the relay from my father and first contacted Toyota Indus Motors Karachi on Monday, 26th June 2006 to check the status. I was shocked to hear from Toyota Indus Motors that the said car has left Karachi since 1st June 2006.

    After waiting long time for a call from TXM for inviting me to collect the car I contacted them. I again went through the same procedures of various calls trying to locate the right interlocutor, as per the customs of TXM they first denied any such booking and when finally they accepted one I was informed that the car has not yet arrived.

    After giving them the reference of the information that I had from Toyota Indus Motors the person on the phone was kind enough to accept that the car has finally arrived in their show room and would be ready for delivery the next day i.e. 27th June 2006.


    27th June 2006

    In order to know where the car had been from 1st June till 26th June I called the Sales Manager of TXM and I was informed that the car arrived on 10th June and once again I was assured by this Manager that he would look into the matter and would try to find out the reason for the delay and I was equally assured by the owner of the TXM that he would look into matter personally but nobody could give me an explanation of this delay.

    Earlier in the morning I was informed by a sales representative of TXM that the car is ready and I can come and collect it, the information was complemented by an afternoon call from Sales Manager.

    I arrived at the Sales Center of TXM at about 17h05 (the time already proposed for a meeting with Sales Manager for the delivery was set at 17h00) and was embarrassed to know that nobody was expecting me and Sales Manager had already left the office. I was received by a sales executive (the one who called me in the morning stating that the car is “READY”). As I was inspecting the car I noticed the following abnormalities

    - The two indicators where not working
    - The headlights of the car on low beam where not working.
    - The front bonnet of the car was slightly damaged and the place where paint had fallen off somebody had tried to hide it with domestic white paint.

    I stayed till 18h15 in the workshop in order to leave with new car but fully functional but thanks to TXM; I had to leave with a faulty brand new car with a promise that they will fix all the problems tomorrow.

    During the current visit I also had the occasion to meet the owner, to whom I narrated the whole above stated story. The owner very generous to offer me four complimentary foot mats in the recognition to all the inconvenience I have had.

    28th June 2006

    28th morning the car was driven to the TXM workshop for the repairs of faults indicated by me. I tried to contact the TXM at about 14h00. After about 20 calls made the result I got was that perhaps the operator was told not pass through my call to the higher management. I was told a number of times that the sales manager is not on seat however one could hear him talking in the background. Finally at about 16h30 I was again confirmed that the car has been fixed and I can come and collect it.

    Once again TXM abided by their strong values to make the customer suffer. The car was not yet ready. I had to spend again 1 hour in workshop so that they finally make it deliverable.

    It’s important to mention that I refused to take those complimentary foot mats from Mr.OWNER which he offered me in compensation to all the inconvenience I have had. If I can buy Rs. 460,000/- worth car I think I can also afford Rs.400 worth foot mats.

    Complaint with Toyota Indus Motors and reaction of TXM.

    In context to all above inconvenience I have had I logged an official complaint to customer relation department of Toyota Indus Motors in Karachi.

    The CR Manager at Toyota Karachi was quite active in responding to my complaint and lodged an inquiry in to whole affair.

    A week after my complaint I was contacted by CR manager of TXM to settle the issue. The CR Manager at Islamabad was quite humble and professional and acknowledged the incompetence at their part but however was reluctant to propose me any thing in return.

    Upon insisting he finally came out with the following proposition to settle the issue.
    - Installation of free security auto locking system in my vehicle

    This solution was totally unacceptable for me and I asked for a symbolic compensation of RS. 10000/-.as an acknowledgement of their incompetence. The Cr manager was quite shocked to hear the amount and told me that settlement of such amount is only at the discretion of the owner of the TXM.

    A week later I was again contacted by the same CR manager and he wanted me to reconsider his previous proposition. However I stood firm on my initial proposal.

    Now this TXMe I was contacted by the General Manager of TXM. This person again apologized for the inconvenience but was reluctant to offer any thing. Going through again those lengthy discussions the new proposition was

    - Installation of free security auto locking system in my vehicle
    - Free service at 5000 km
    - Free service at 10000km

    The very polite GM gave a typical Pakistani argument to resolve the issue that since he is of the age of my father and I am like son to him so I should forget all this and I should accept his proposition.

    Proposition Rejected!!!! And my last words were that I would prefer wasting my time in courts than negotiating peanuts with TXM. So 10000/- PKR or lets start the official court war.


    divwidth: 100%; background-color: #ffff00""I week later finally TXM issued me a check of Rupees Ten Thousand to settle the issue.


    Moral of the Story

    Well the moral of the story is that the customer’s rights don’t exist in Pakistan. Customer pays the money and he is the one who suffers. But its time that we should fight for our rights. Unfortunately we don’t have any consumer rights societies as it happens in developed countries that fight for the consumer’s rights. These manufacturers are exploiting consumers in Pakistan. Perhaps the little endeavour that I have done won’t make me rich but would teach a good lesson to one of such exploiter.

  2. #2
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    Good work getting out that money from toyota (Y)

    Just for future reference, Whenever buying a new car, never accept a faulty/damaged one. You should never sign the delivery papers unless you get the car fixed completely, otherwise the next day/later they could totally deny the fact that the car had been damaged at the time of delivery.

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    Thats exactly how it should be. Goodstuff, keep it up and all that.
    ProSpeed Imports -- www.prospeedimports.com -- Car parts direct from USA, Japan & Europe to your doorstep! Email us at special.requests@prospeedimports.com. Don't forget to ask about our special car wrapping, change the color of your car without changing the paint ;-)

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    Its no excuse that you should not accept damaged or faulty car, these guys are selling us brand new cars for tons of money and this kind of situation is totally unacceptable, they deserve something more

    Deloy

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    You are lucky that you got the Money. When I bought my Santro back in Match 2005, the radiator was leaking and I had to visit the place thrice before they finally changed it. First they tried repairing it but by then I had had enough and I really let em have it and finally my Radiator was changed.

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    khawas...first of all...two thumbs up for sticking up to these guys who gave you such a run around. it only goes to show how incompetent, careless and disrespectful businesses generally are to the people.

    forget about a small business out there....we are talking about toyota and a whole car dealership. i admire you for all your effort and standing up for your rights.
    I would rather be exposed to the inconveniences attending too much liberty than to those attending too small a degree of it..and so restriction of free thought and free speech is the most dangerous of all subversions.

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    Great work, but I have to spoil some fun here.

    COMPLIMENTARY FOOT MATS

    My car was in perfect working condition and I had purchased foot mats in advance but when I was trying to put them in, they were already there.

    I think you should lodge a complaint that these guys are taking out things that Indus Motors is puting in those cars.

    And I think the mystery of the CD/mp3 player not being given to some customers maybe something on similar lines.
    Waiting for the day people start obeying laws of the road while on the road... sigh!

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    very good. always fight for ur rights. if u do coward like most of the people it encourages the exploitors.
    i fight till end of last drop of blood for my right.....great appreciation dear.
    WhEn ThInGs Go WrOnG, DoN'T Go WiTh ThEm.

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    probably the longest article i read on PW's
    LoL
    but it was worth it.
    @khawas
    thanks 2 u they will think ten times before messing up again with innocent customers supposedly buying brand new trouble free cars (Y)
    Life is short and very unpredictable just like a Quarter mile .....

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    @khawas bro

    Really appreciate this stand. Thats the way to deal with them. You are talking abt 10k. Don't even spare 10 paisas.

    I have an idea abt that dealer. Just go and see his own house in F-8 and luxury cars his childrens drive.

    Such people are well dressed Dacoits.
    I like chitrol!

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    @khawas
    you have done a great job. 2 (Y) up
    German cars rules the world.........

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    great job.... i'll contact u if they try messing with me..
    we'll miss u...

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    Welcome to "mera tera apna pakistan" I am no stranger to the rain..........
    I'm a freak who lost his mind in the busy world of today and takes his frustration by being funny with others

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    Thanks to the all ppl out there who have encouraged my efforts.

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    @khawas
    ye suzuki, honda, toyota infact its the habbit of every assembler/manufacturer in pakistan except these changan and qq sort of new birds.
    they book the cars ask for owns and never deliver on time.
    anyways you taught me good lesson for future. thanks
    life style: pakwheels

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    If someone (SUR PHIRA) also take this kind of action against Honda for their City car for underpower engine L12 .
    -

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    You don’t have to be SUR PHIRA (as you have stated) to know your rights it’s just that You have to be COURAGEOUS and EDUCATED enough to know how to fight for your rights.

    And further more in order to fight for your rights with these kinds of exploiting companies with huge financial and legal resources you must have solid evidences to prove your self credible.

    The only thing that is precious to these kinds of multinational companies is the TIME and MARKET IMAGE.

    If I have been awarded with a symbolic compensation it is just due to the fact they preferred paying than wasting time in court.

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    @ khawas:

    Hunnn...! Nice point bro, should be considered seriously...! We need a change, but we just can't cuz our thinkings/sentiments/ideas are limited, upto ourselves...!

    We are ove 20K guys here (PW) & if we move, I think, we can do something...! Well, something is better than nothing...! Atleast, we can try...!


    What you guys think...?
    --- Bmw is not in my blood - It's in my DNA!! --- Admin/Founder/Recruiter @ Pwcid ---

  19. #19
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    @Khawas !!!

    X-cellent ....Ohaa!! Those Awan's?????
    My head speaks a language,I don't understand.I donna want to die,but I ain't keen on livin either, before I fall in love, preparin to leave it, Scare myself to death before I arrive, I can see myself comin.

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    Way to go Khawas.

    I think this is a good example for all of us. Many people simply complain and then take the car after getting some minor problems fixed, but that doesn't solve the problem. The dealers and the company start taking the customer for granted if you don't complain to the high-ups.

    I believe you should have gone one step further and contacted Daihatsu Japan as well and sent them pics of the damaged new car. I always make it a point to complain to international offices of multinational companies. They are much more customer focused than their local affiliates and they keep a record of such complaints and pressurize the affiliates to fix the problem.

    If enough people complain about the quality of locally manufactured vehicles to Toyota, Honda or Suzuki, I'm sure the quality of cars assempled locally will improve.
    Never argue with an idiot, they drag you down to their level and beat you with experience.

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