WORST MANAGEMENT...POOR CUSTOMER SERVICE...
Took my car for (starting trouble) alternator repair. I was convinced to takeup the servicing and 80K timer belt replacement. They told the delivery will be 3 days later. I accepted. Was expecting some call from them regarding the findings (any replacement, etc) but none. On the 3rd day, since I've not heard from them, I called the Mobile no provided by the service staff. But it was out of reach/switched off. I tried the reception and they told the Staff has gone on leave due to someone's death. They told they'll call back but never did. I had to call again and they gave one Mr. Ravi (front office staff) mobile number. I called him and he told he is not in the office and he's gone for attending a funeral. In my frustation I told "Very good" (I never meant to hurt his feelings. I'd givenup since two staffs are giving the same reason). That guy said "What very good. You are feeling happy about a death. Hang up the phone". I realized I should not have talked that way, but I was expecting that Ravi or some one will call me back to ask about my concerns.
The next day (4th day) I received a call asking for my clearance to replace wiper blades, but he had no idea whether the belt replacement is done or not.
On the 5th day I called up in the morning 8:20 and asked them to get it ready for delivery (in what ever condition it is in) I reached the service centre. Went to the manager's cabin. Explained what had happened and asked him explanation for the delay. He had none, except for the fact that the two employees were on leave. After all the conversation, when I asked him to deliver the car immediately, he asked me to wait for 2 hours (water wash was pending). When I mentioned that I'd already informed about my decision and that I don't want the car wash, he started talking as if I am lying to him and making some unreasonable request. He was telling, that I've been talking to him for the last 30 mins, and how it could be possible that I'd made a call half an hour before; as if i was lying.
I realized the source of all the troubles I'd been through... Bad Manager who does not have any idea what Customer Service is.
I still wonder how the management is ignorant of its own expectations out of its staff. Had there been a resource crunch, it is the management's responsibility to let the customers know of any potential delay well in advance. But here the Manager is able to arrogantly talk to the customer even after an unexplained deviation/delay in delivery at their end.
I'll never ever go to KUN again.