Manager Customer Relations
Indus Motor Company Limited
Plot No. N.W.Z/1/P-1,
Port Qasim Authority, Karachi, Pakistan.
Toyota Capital Motors
Plot No 394, Potohar Road
Sector I-9, Islamabad
Dear Sir / Madam
UNSATISFACTORY REPAIR PROCEDURES
1. Recently my car Toyota Corolla 2.0D Saloon (XXX XXXX) was involved in a road accident. The rear end of the car was damaged. The car was with Toyota Capital Motors for repair from 11 to 15 2007. Despite being the representatives of Indus Motor Company, Toyota Capital Motors has one of the worst repair and service facility. Following points were observed with great concern, which undermines the capability of this organization.
(a) The body and paint shop of Toyota Capital Motors is situated in an under construction building. There are no doors and windows and facility is full of dust. The paint shop is also very dusty and workers are seen painting body parts in open areas in dusty environment.
(b) The telephone numbers installed (051-4431711 and 051-4431620) were unserviceable from 11 to 15 June. The operator attending the telephone number installed at main office (111-142-142) was insistent that above mentioned numbers were working and he could not verify that either my vehicle is ready or not.
(c) I was promised that car will be delivered after necessary repairs on 14 June 2007 at 5 pm. Keeping a safe margin I went to the workshop on 15 June 2007 at about 3 pm. Rear right mud flap was broken in the accident and was to be replaced and painted as per initial survey made by the workshop. However it was not replaced and broken mud flap was still there dangling with the body. On me request again it was replaced and painted at the moment and I have huge concerns about the quality of paint job carried out on instant basis.
(d) I took the delivery of the car and after driving for a few kms I realized that it’s right rear light assembly was not working. I checked the light and to my horror the entire rare light assembly did not have any wiring. I went back to the workshop at about 5:30 pm and showed the car to Mr. Azkar. He said that all the people have gone and it is not possible to find the wiring assembly. He advised me to come again next day. As I do not live in Islamabad, I came back to city XXX and I am still driving my car without rear right light assembly working. This is a serious driving hazard but I have no option but to wait till my next visit to Islamabad.
2. All the above-mentioned points are small irritants and can be addressed with good management and supervision. It is requested that Toyota Capital Motors should try to improve their working procedures and environment so as to boost customers’ confidence in their ability. I hope that you will take necessary measures to improve the existing situation.
I think they will not reply. Lets wait and see.
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