Submitted by: Vibhor Murarka
Complaint Details:
Reference Booking ID: JPS6TCLCR
Customer: Anurag Jain
Car : Honda Amaze
Date : 18th feb, 2017
City : Bengaluru
The tag of ‘ZOOM CAR’ is so true, it do “ZOOM” upon the customers with all their reveries that customer is the only predator for all their “GOOD CAR CONDITIONS” (P.S. the sarcasm). Something similar happened with us on 19.02.2016, Sunday. We, a group of five, booked a car (Honda Amaze) on Saturday night when the odometer already read 93295 kms at 11.05 pm. Ganpati Bappa Morya! Yeah, we started our drive at 11.20 pm. It went smooth, though only for around 5 kms. You need a grip of every new thing we do! (I am sounding correct here) Even we had some adjustment issues initially but once when we halted at a chai-point, we had an instance which made us ponder over the “ZOOM CAR” we opted for. REVERSE GEAR WAS NOT WORKING PROPERLY, A MINUMUM TIME FOR A REVERSE GEAR TO FUNCTION IN THE CAR WAS NOTED AS 5 MINS. However, alike every other individual in Bangalore, the zest of Saturday Sunday was pumping in our blood and no one wanted to bring the journey to an abrupt end. We took over the ride from there. To our bad luck, within a matter of 30 mins, when you are already out of city, we started inhaling some burning smell. However, we were in a perception that due to rough terrain there can be some issues with tyres. We did not find it good-enough-place to halt and check. We continued. But when the smell got evident enough to make our senses alert, we halted in front of a renowned center present in Kanakpura, 30 kms away from city. Immediately, doing no delay, we called up the road side assistance of ZOOM car. “PLEASE BE ON LINE TILL THE TIME WE CONNECT TO OUR EXECUTIVE” Sounds so familiar. So it was on that day. The executive did took the call. We conveyed all our issues to the concerned person, and he demanded 5 mins to come back to us with a solution. Sorry, for not mentioning that the time we halted near the center was 1 p.m. Coming back, that 5 mins got replaced with 15. Never mind, we all know, even being late sometimes yields the desired result. Post 15 mins, the executive connected us with the Honda Customer Centre, without any further sync in between them. The executive of Honda Customer Centre stated that he will be toing the car and will provide us with a cab which will drive us back to our homes within a reach of 50kms without any charge, post which we would be charged. We again called up ZOOM CAR, and now they came up with ‘Please wait for 15 mins’ our mechanic-assistance team will contact you soon. At this juncture, we even asked them if they could provide us with any alternate vehicle. Because no matter what, a cab was to come, instead, a car could be provided. But, neither did we come to know which mechanic-assistance team nor the time within which they will reach us. We again tried connecting with Honda Customer Centre, after trying multiple times, our call was being heard. ‘Please take the way, it was just being listened!’ They again demanded 15 mins, to connect with some of their team person to get back to us. Please note, by 2.30 am, there was absolute NO RESPONSE either by call or by action. We again called them back, and they said they will reach by 4 am, maximum by 4.10. We all did wonder that a drive of 25-30 kms takes 3 hours to reach at the point we were present. We did wait with all our patience and clock struck 4. Even 4.20. But no sign. Now even our calls were not being heard. Out of nowhere, finding no solution to it, we started our journey knowing the fact that we are not in reachable zone of ZOOM CAR and our money was also not to be refunded. The car, red in color, resembled the red signal! We drove till our destination with all safety measures. I remember even few bi-cycles waived crossing us. Nevertheless, may be the fault for which we are demanded with a penalty is we are enthusiast soul. FOR ZOOM CAR, YOU SHOULD HAVE BEING AT THAT SPOT ONLY UNTIL HONDA CAR ASSISTANCE WOULD HAVE REACHED YOU!!! Mind, no matter how much time they were about to take!! Their time and service is so precious. We were asked that we will be charged for driving the car in poor state for all the distance the car has travelled since its inception.
Now, we leave this open to you all to say penalty for taking all measures, driving safely, most important, waiting for more than three hours in an abandoned road with no proper assistance, no coordination, and calls for a fine!! [With a threat, if you don’t pay, legal actions are waiting at your doorstep].
