Getting vehicles serviced, even at authorized service centers, sometimes leaves the customer dissatisfied. The customers are usually uncertain as to what parts are replaced, their actual costs and whether these are always a necessary replacement or not. The customers are sometime also slapped with a final bill which is way in excess of the initial estimate.
Maruti Suzuki India Limited has launched a new system which offers the customer better transparency when their vehicle goes in for servicing.
The customers and service personnel are in contact with each other with the customer being updated on each part that is making its way into the vehicle and what services are being rendered.
This new system adopted by all Maruti Suzuki Service Centers is an online system and the customers are issued a digital coy of the job card. In the event of any additional parts being required, the job card is immediately updated and an SMS is sent to the owner via an online link. The owner is at the liberty to accept or reject these additional jobs or replacement of parts.
Customers can access the job card by login in using a mobile number. As is usually seen on a job card, the card lists out the vehicle, number, part description, quantity required and price. Each of these parts can be assessed by the customer who can either tell the service personnel to go ahead with the replacement or reject the same outright.
Once this is done, the revised estimate is sent to the customer who will also receive a call from the service advisor for confirmation. Service centers also have the facility to upload images of the parts being replaced offering better transparency to customers.