Wanted to share my worst experience with Pak Suzuki, especially with their dealer in Rawalpindi i.e Suzuki Rawalpindi Motors.
Suzuki Rawalpindi Motors has ZERO customer support, no mechanism to handle queries / complaints of customers, since I purchased car, I feel sad on my decision of purchasing it from them. Even have complained to many of their so called Managers / officers, and all them always conclude the call at "Sir, bas aap phone band karain, main abhi 10-15 minute main issue resolve kar kay aap ko call back karta hun". But unfortunately, I have never received a call back from any of them. And when I remind them after a few days, that they were supposed to call me back, they say "acha sir, woh falan sahab na aap ko nahin bataya".
I purchased a Cultus in December 2013 (Model 2014). while searching the market, my bad luck took me to Suzuki Rawalpindi Motors @ 6th Road and they offered me ready delivery on cash payment i.e Without any Own profit or delivery wait. (I fogot to ask about Invoice)
BTW, this was my first experience of buying a zero meter car direct from Auth. dealer, so I was not aware of the expected issues.
I immediately made payment to Suzuki Rawalpindi Motors and they said get delivery in a few days as they will wash etc and have Pre- delivery Inspection. I personally wanted to get car registered in January 2014, so took it light. and got delivery on 20 or 25 December, 2013.
Was surprised to know They had still not managed to get Invoice from Karachi. Pls note that without Invoice, the car may not get registered. & In cities like Islamabad you face too much issues driving an unregistered car.
So can u believe, I got invoice in end of January 2014. By that time the car remained parked in my office and it was of no use to me. Just imagine spending more than One Million and keeping the vehicle like a show piece !!
2nd thing noticed that on invoice, Car was actually allotted / sold through some dealer of Faisalabad !! I didn't get this why. Either that Faisalabad dealer was trying to complete its sale target or what....
3rdly, Car's speedo meter's wire was disconnected, after getting delivery, I noticed that Speedometer / is not working, and they later on connected wires. I dout ka yeh log Faisalabad say gari by road drive kar ka lai hongay.
4thL Soon, within 2 months, the car started giving Annoying noises. People told me its Suzuki Bhai, so bardasht karo. But one sound was so much annoying. Pichli side ka Springs / tyres may ajeeb si Ragar ki awaz aati thi specially at lower speed. I went to them, 1st tehy said Oiling kar detay hain. Sound gone for a few days but again it started.
This time their Cheif mechanic said, ka jo back side springs hain woh ragar rahay hain base kay sath. So, asked me to arrange Plastic Pipe and woh pipes Un springs pa charha diye. The sound gone than.
5th: Now most recent: The pessenger side (Front) door's lock got faulty and the driving side's glass handle got free (Making the glass unable to slide up/down) got faulty.
I attempted to get it claimed under warranty. Their so called warranty manager informed that Warranty claims are to be approved by Pak Suzuki Karachi and then they can change it. This was really surprising for me !!!... Interestingly, I faced a lot of silly questions from their staff to establish that it may not be claimed under Warranty / Jaan churanay kay liye.
Questions like aap na gari Faisalabad sa li hay to yahan kun aaye hain ?, 1st & 2nd service (1000 & 5000) kahan say karwai ? Gari main security system to nahin lagwaya ? Aap ki ghalti hogi, aap na care nahin ki hogi ??
It was really horrible !!!!
But Finally, I managed to convince them and than they said, dont worry, it will take only one day, Just come after 2-3 days and you will get it repaired.
Ultimately, I got the door lock replaced on PAYMENT (Cash) with the promise that they will return my money when its claim get approved from Karachi. BTW, to my surprise it was only 700/- rupees, and was surprised to know that they have zero trust on their customers who paid them a million for that Teen ka dabba.
For the window / glass machine, they said its not available in stock & so wait ......
And even after lapse of 7-8 weeks, I am still waiting. Got no info call from Suzuki Rawalpindi Motors on that issue.
After 2-3 weeks, I started calling them daily / after 2-3 days. Talked to Saled agent, sales head, Warranty guy who processed my claim, services manager etc.... but all invane. Even sent a complaint to Pak Suzuki customer services, Karachi, But of no use.
Interestingly, when even I visited Suzuki Rawalpindi Motors for routine / initial check ups, I found people / customers shouting and abusing Suzuki Rawalpindi Motors, for their attitude / worst services:
1. Once, a guy (NADRA employee) came for oil change of his Mehran, and Suzuki Rawalpindi Motors staff charged him without even changing oil.
2. A guy from AJ&K told them k us ki gari ki Radiator ka pani store karnay wali Plastic Bottle main sorakh hay, Since day one. But they did not agree and said, aap nay jab delivery li to batana tha. HE was an old man, and offered Maan behn ki gaaliyan to Suzuki Rawalpindi Motors staff.
At the end, I Request you to suggest me how can get my claim resolved, whom should I contact !!
And would also suggest others to stay away from Suzuki Rawalpindi Motors.