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.
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.