BHPian 1.2TSI7DSG<\/strong> recently shared this with other enthusiasts.<\/p>\n A lot of the reviews keep me pondering what a good service experience really means.<\/p>\n We often confuse service experience with ownership experience which also says that “car should not fail ever” or there are too many niggles (or hidden features as we know them) in the product.<\/p>\n I personally have experienced Maruti, Tata, VW & Honda and very frankly I have expected different things out of each brand in terms of how the front-end team actually interacts with me.<\/p>\n But across all the brands, there are a few fundamental things that I have always expected.<\/p>\n Things that were different for each brand:<\/p>\n If you were to mark what a good service means what would be your must haves?<\/p>\n Here’s what BHPian Turbohead<\/strong> had to say on the matter:<\/p>\n Here’s my definition of good service experience:<\/p>\n Here’s what BHPian rpunwani<\/strong> had to say on the matter:<\/p>\n My definition of good service:<\/p>\n We have a BMW, Ford & Honda in our garage. Out of the three, I have established excellent relations with the service centre people at BMW & Ford.<\/p>\n BMW has the best service facility in Turbhe, world class if I may say so. Extremely clean service bays – not a drop of oil seen on the floors. The waiting lounge is also amazing.<\/p>\n All three service centres are fast – generally same day delivery.<\/p>\n The Honda service centre is a bit finicky about letting me go in to see what is happening with my car.<\/p>\n<\/blockquote>\n Here’s what BHPian ssoni.1411<\/strong> had to say on the matter:<\/p>\n My definition of a good service experience is:<\/p>\n I own a Hyundai Venue and the service experience has been really good. They offer pick-up and drop service as well. Give regular updates and pictures of every work that is done by them in the SC. Also have always been quick and on time with all my services, except one repair job which took days since part wasn’t available.<\/p>\n<\/blockquote>\n Here’s what BHPian anjan_c2007<\/strong> had to say on the matter:<\/p>\n For me TLC, no unwanted spares push from SA (some of them are novices) and transparency matter the most. Yes it needs to be fast, same day car return if the jobs involved are simple, that can be done within working hours of the day. Here it’s the owners job to get his car at the earliest possible to the ASC to be the among the first in queue. Or else, reaching the ASC by noon after lunch or later and demanding “Same Day Car” to move out for dinner or for freaking out will be asking for too much – stress on ASC and injustice to the car.<\/p>\n The car gets there to the ASC only once in a while and it needs a thorough job done. Else, the car will be aggrieved like those gents who are stressed out and only in their 20’s and 30’s, suffer cardiac arrests.<\/p>\n<\/blockquote>\n Hee’s what BHPian Mystic<\/strong> had to say on the matter:<\/p>\n I voted same day service. No over night. I had never left my car overnight anytime and many times I used the pick and drop from my home.<\/p>\n Mahatma Gandhi said, \u201cA customer is the most important visitor in our premises. He is not dependent on us, we are dependent on him. He is not an interruption in our work, he is the purpose of it.<\/p>\n I think the above quote is religiously being followed by all automotive dealers now because of competition and close monitoring by leadership. Thanks to Twitter for giving us a forum to throw the frustrations on social media visible to the leadership team.<\/p>\n<\/blockquote>\n Here’s what BHPian Evyas<\/strong> had to say on the matter:<\/p>\n Voted fast and well kitted service centre.<\/p>\n Of course all others are also important but from my last ownership of a Duster, I used to hate going to even get a normal service done.<\/p>\n The first service centre (near Saki Naka I think) shut down. It was so tiny it could hardly hold 10 cars at a stretch. Then they shifted to Jogeshwari East which was massive and well equipped. But the waiting lounge was horrible and getting there and back meant the whole day is gone. And they could never really fix my engine check light issue. So I changed to a different service centre.<\/p>\n This was near Andheri East but in a service lane so getting to it was a small adventure. In the early days I wouldn\u2019t even get a rickshaw ride to that place easily. Guess the only big real estate left is in hard to get to areas in Mumbai. This final service centre was the only functional one but they literally shared their car parking lot with Jeep Service, if I remember correctly. So it would take 5-10 mins to even find space, manoeuvre and park the car and get to the actual service centre. Then a long wait for your car to be attended. I\u2019ve actually spent 2-3 hours on an average every time I\u2019ve gone there since they were always overbooked. No idea why they gave me a slot if they were so busy.<\/p>\n And now this is a personal gripe but their \u2018waiting lounge\u2019 was a small room with 3 tiny sofas and a TV. Since most people sent their drivers with their cars, I would be waiting with them as they watched the latest soap or the oldest Hindi movie they could find, at full volume, on the TV A few would be asleep. It was so depressing waiting there for hours, I vowed never to come back to the service centre but had no other choice as it was the \u2018closest\u2019 by Mumbai standards to my place.<\/p>\n That and the fact that they were never transparent about the service, and couldn\u2019t fix my engine check light in 7 years of owning it that I decided not to go for a Renault when buying my next car.<\/p>\n Loved the Duster and still feel it was the best car for me, but the service centre experience itself was enough to make me look for another brand now that I\u2019m in the market. And funnily I\u2019ve realised most service experiences are similar unless you go into the luxury segment as per my friends!<\/p>\n<\/blockquote>\n\n
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