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Jeep India and dealer release new statements – Staff terminated from jobs for beating customer

Original Story – 30th Nov

In the last 24 hours, a video has gone viral on the internet showing a few members of the staff at a Jeep India dealership beating up an aggrieved owner of a Jeep Compass.

The incident occurred in New Delhi when the owner, noted manufacturing defects in his new Jeep Compass vehicle. He approached the showroom where he was informed that the repairs would take around 15 days. Though the Jeep Compass was sent to Gurgaon for repairs, the issue could not be rectified and the SUV was sent back to the dealership at Moti Nagar, where it lay parked and unattended to.

The owner, on noting the neglected condition in which his Jeep Compass was lying in, got angry. He questioned the staff and vented his anger on them. Angry words and abuses followed and the video shows how the staff retaliated by getting violent with the owner. What happened next, was recorded on video by one of the friends of the owner. Watch the video below.

UPDATE 1 – Jeep India dealership, Landmark Delhi’s statement – 30th Nov

It is unfortunate that a video is being circulated on social media relating to an incident that took place in our Delhi branch of Jeep showroom. The video neither portrays nor provides the complete picture of the happenings. The incident had resulted as a consequence of unacceptable behaviour of the customer with some of the female staff in our organisation. This incident took place two months back i.e. on September 29, 2017 where the customer, during his discussion with our officials at Landmark showroom in Delhi, used extremely abusive language and also threatened the staff including the female front-desk manager.

Our officials tried to calm down the customer but the customer became even more aggressive and further continued using foul language in front of our ladies staff. As a prudent measure in such a scenario, our staff had immediately dialled 100 number and informed the situation to the Police Department. Thereafter, the police had come to our showroom to address the matter. Along with the customer, four Landmark officials visited the police station, where the matter was amicably settled and closed post apology from the customer. Having said this, We have already taken measures to address the non-acceptable behaviour displayed by Landmark officials and we do not tolerate such incidence being against our customers and the brands we represent. We strongly condemn any acts of such nature.

UPDATE 2 – Jeep India dealership, Landmark Delhi’s statement – 11th Dec

We refer to our statement that we had put up on our web-site on the 30th day of November, 2017 with regards to the video that displayed unacceptable behavior by the Landmark staff inside the Showroom. We completed our investigation and have terminated the services of the individuals who were seen breaching the Code of Conduct with our esteemed Customer. Our customers are of paramount importance to us and we strongly condemn any act of such nature, whatever be the cause of provocation.

Such behaviour is not acceptable to our organization. We stand for quality of customer service and it’s our endeavor to continue being committed to our customers in any situation. The unfortunate incident that took place due to members of our staff was unacceptable and against the policies and principles we stand for.

FCA Jeep India Statement – 11th Dec

The unfortunate incident at our Delhi dealership has been thoroughly investigated with our Dealer Partner, Landmark Group and they have already taken disciplinary action against the offenders. We value our customers and are committed to treating every customer with utmost respect and courtesy, without exception. FCA’s ethos has not and will never subscribe to, encourage or tolerate such offensive treatment to customers.”

 

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