Date: 30-May-2015
Place: Chennai
From: Bharathkumar V

Dear Sir

I met with a fatal accident just after taking my car from service center. Sir, the details are given below. The service center professions came to see me and ensured to do best to resolve my complaint. But after 10 days there is no progress nor they are picking my call. Please advice what can I do to reach them.

1. I serviced my Alto K10 2013 model, referred here as car, at Popular Maruti Service Center, Arunachalam Road, Saligramam, Chennai, referred here as service center, on 04-May-2015 morning at 10 a.m. The car was serviced and delivered on 04-May-2015 evening at 7 p.m. I heard a rattling noise from front of my car then on-wards. Since the noise was disturbing, I informed this to service center and visited them on 09-May-2015 afternoon 12 p.m. I was told, the air filter is broken and this was the cause of the noise and nothing to worry, the vehicle is safe to drive. They ordered for the new air filter after my consent. I came again to service center on 15-May-2015 05.13 p.m. to change the air filter. While driving back home in Poonamallee High Rd, I heard the rattling noise again. This time I escalated this issue to 'Customer Care Manager'. He sent a couple of service engineers to meet me in Poonamallee High Rd to analyze the issue. After a couple of hours of analysis the service engineers informed me that I need to bring my car again to workshop but the vehicle is safe to drive. They were not able to tell me the cause of rattling noise.

2. On 19-May-2015 8.30 a.m., I came to service center again and handed over the car to fix the issue. This time I kept the 'Customer Care Manager' in loop.
I called the service engineer at 10.42 a.m. to check if the issue was minor or major. Service engineer informed that the stud bush has to be replaced and that is the cause of rattling noise from front wheel. I informed the service engineer that the stud bush was replaced in the last service done on 21-Jan-2015 but requested him to do what would be best for the car. After the service engineer informed to pickup the car, I came again to service center at 5.35 p.m. Finally I was satisfied that there was no noise from the front wheel. The service engineer also told me that the suspension was lubricated. Consequently, I took the vehicle back home at 6.49 p.m.

3. On the way home, the passenger rear wheel got automatically detached while driving in Poonamallee High Rd, at 07.19 p.m.(19-May-2015). I was fortunate to escape a big injury, as a traffic constable stopped me for people to cross. Had I driven the vehicle in 40 km/h either the vehicle behind might have gone over me or I would have completely lost balance. Also the Chennai bypass road was few Kilometers from the spot and this would have almost gotten me killed.

4. While I stopped accelerating, there was a huge noise and my vehicle lost its way and stopped towards the median. I under-went a huge mental agitation and fear of what really happen, didn't realize I too was injured and got sprained. A person who saw this in the road came near me and told to relax. He said the rear wheel of my car got detached and hit a running TVS 50 in the road and fell near the tea shop. A crowd of 15-20 people gathered near the tea shop and the traffic inspector has arrived. In the mean while I registered a complaint in the M/S Maruti Suzuki and informed the service center. There was a sticker in my car with various numbers to call, I also called those numbers. Then I crossed the road to talk to the traffic constable and inspector. The TVS 50 person demanded money. Few eye witness, traffic constable and the inspector advised to service the car properly and tried to clear the crowed. There was rucks and tension created in the spot and I was deeply saddened and hurt. I took my wheel and came to the median and waited for the service center professionals to tow my car and drop me home. I took snap of my car condition. I saw few parts were damaged and broken. The service center professionals came by 08.15 p.m. and sympathized with me and helped me to reach home. They informed that my vehicle will be towed to the service center. They agreed that the mistake was with the service center and it is because of carelessness of service center. I wondered how this could happen and how professionals could play with life. The service engineers also gave me standby A-star vehicle and said it is safe to drive as it was serviced recently. I was resilient to receive it as there were scratches and dents in the vehicle. But the service engineers informed that it is safe to drive. This near death experience frightened me and I took leave from work next day.

5. The big question to the service center, which is yet to be answered, how did the back wheel detached when the service was done to the front wheel. I saw that the wheel cap was removed from all the wheels in the service center.

6. On 20-May-2015, Mr. Sree Sandhesh and Mr. Manikandan came to my home and met me, my father and family friend at 11 a.m. Mr. Sree Sandhesh sympathized with me and persuade me with his personal experience of accident. I informed him that this was not the first time such a fatal incident occurred but I had several bad experience in the service center. Last year, my cars left doors were damaged in the service center and the professionals didn't even inform me fully on this. When I came to see my car after three days with my friend, I came to know this and escalated to the works manager Mr. Abilash and he persuaded me and informed that the damaged doors, accessories and dashboard will be replaced and he will take full responsibility of the incident. He delivered the car and assured such incidents will not happen again. He came with me for the test drive and offered a safe to drive certificate. I said his words are good enough to drive the car. Prior to this, several times, I had to followup with the service center to deliver my car without issues and visit the service center more than ones to get the car serviced. I understood that there is a continuous service negligence in the service center and I didn't want to service my car on 04-May-2015 as I learnt that Mr. Abilash had left. But one of the engineers stopped me from leaving and assured best service, but this has proven otherwise.

7. I appreciate Mr. Sree Sandhesh meeting us and came all the way at this age to explain his understanding. He also told the rules, but, after so many bad experiences, I requested him, that after this near death experience, am scared to drive my car again. I love my car but nothing is as important than my life and safety of my family. I also understand that people in the service center are professionals, but my experience with service center is very bad as elucidated above, so I requested Mr. Sree Sandhesh to replace my car with a new one and point me to other service center near my place. I also informed Mr. Sree Sandhesh, due to the experience at the service center my existing work is getting affected and seek his help to resolve my problem with minimal or no follow-up from us.

8. There are several other bitter incidents in the service center which I told to Mr. Sree Sandhesh. I have dealt only with important aspect of the issue to justify my request, with no other demands. Every-time, I patiently come to the service center for servicing my car, hoping to drive it safe and enjoy the ride, but his continuous service negligence is very disappointing to say the least. I trusted service center and always tried to build good relationship them. But time and again the service is poor.

9. God-forbid, I would have been killed or severely injured if this incident happened in nearby Chennai bypass road or if the front wheel / rear driver wheel was detached. I request M/S Maruti Suzuki and Mr. Sree Sandhesh to evaluate this case considering all the aspects and replace my car with a new car. I have explained my financial condition to Mr. Sree Sandhesh. I hope that my fervent request will be fulfilled soonest.

Details

Incident: Passenger rear wheel got automatically detached while driving in the Poonamallee High Rd, just after taking the car out of service from Popular Maruti Service Center, Arunachalam Road, Saligramam.

Out Time: 19-May-2015 06.49 p.m., Arunachalam Road, Saligramam, Chennai

Incident Time: 19-May-2015 07:19 p.m., National Highway 4, Poonamallee High Rd, Maduravoyal, Near Marble Kingdom, Near MGR University

Registration Number: TN-18-V-3191

Engine Number: K10BN4417580

Speed: 30 km/h

Model: K10 Lxi Knightracer with central locking and reverse parking sensor

Accessory: MP 3 player and speaker with 1 tin

Insurance: Yes

Warranty: 4th year

Last Service: 04-May-2015(Engine oil changed). Paid Rs.7569/-

Injury: Sprain and agitation

Injury to others: The back passenger wheel automatically detached from the moving car and hit TVS 50 before landing near a Tea Shop approximately 50 meters from the road.

Recent Previous Service Visits:

a. 04-May-2015 - Complete Service done and paid Rs.7569/-. But, noise from the font was not arrested.

b. 09-May-2015 - Visited again to fix the rattling noise, but was sent back saying the air filter is broken and that is the cause of the noise. Order placed by the service center to replace the same.

c. 15-May-2015 - As per advice of service engineers, visited the service center again to change the air filter. Noise not arrested, informed the "Customer Care Manager". Spent 2 hours in Poonamallee High Rd to simulate the noise to service engineers. Service engineers confirmed it is safe to drive but will have to fix the noise in service center again.

d. 19-May-2015 Morning 8.30 a.m. - Gave the car to service center

e. 19-May-2015 Evening 6.49 p.m. - Took the car back home after paying for the new air filter, on the way the incident happened.

Enclosure: Photos