Complaint Details

Status	:	Closed
Complaint No	:	0030604/2014
Category	:	Consumer Goods
Date	:	07-07-2014
Subject Line	:	complaint for non settlement of approved claim from more then 15 days
Complainant	:	pranav singhal
Address	:	82A, housing board colony kalka
Complainee	:	MRF Tyres
Address	:

Complaint Details
Dear Concerned,

This is to inform that I have purchased 4 MRF tyres on 25/01/2014, Model no 155/70R13 ZVTSTL from TYRE O CITY(MRF tyres and service franchise) Pinjor-134102.

After 4 months of purchase one of the tyre got inflated from one side, I called up the seller(TYRE O CITY) to confirm about replacement procedure, the concerned owner told me that it is procedure of 7 working days, as all complaint tyres go to head office Ambala, where they check the tyre and if they found it to be manufacturing default they send the confirmation to customer regarding acceptance of claim, and replace the same with a new tyre the next working day.
My second question was, “till the time(7 days) my claim got passed, do u provide the customer any spare tyre to run the car”. His immediate reaction was no, he told me if I wish to drive my car till my claim got settled then either I have to purchase a new tyre from market or if I already have any spare one then I have to use the same till I get claim settled.
My third question was, “as my car run on allows and backup runs on rim and also backup tyre is not that gud that it can run for 100’s of KM, so if anything happen to any tyre anywhere on road then how will I manage that” he simply told me, “sir this is company policy and i can’t help you in the same”

Though I was not happy with company’s replacement policy, but since I can’t change the same so I went to the seller(TYRE O CITY) and submitted the defective tyre on 21/06/2014 with reference no- 3813 for replacement.

During the meantime, The thing which I was feared have happened, after 3 days of submitting the tyre on 24th june,2014, I was going towards Ludhiana for some work, but on the way the backup tyre burst out and since I have no back up at that time(due to your companies excellent claim policy) I have to travel 2 kms by foot to search a mechanic who can help me out with a spare tyre, in that situation I have to spend Rs 1000 to purchase a backup tyre and have to go back again 2 kms by foot as there was no public conveyance on that road, this incident is not only a physical harassment for me as a customer but also waste my 3 hours of time to get a new back up purchased after spending 11000 on 4 tyres Rs 6 months back.
After getting the tyre fixed i started again towards Ludhiana, and after 15 min I got a call from seller office stating my claim is passed with a additional fees of Rs 1300 and I can collect the same from there office, at that time I specifically told him that I am in Ludhiana for some work and will come back after a week, so keep the same till I return.

On 5th July 2014, before leaving from Ludhiana I called up seller office to check status of my replaced tyre, a concerned lady picked the phone and told me that if I have received a call from there office then tyre will be there, so I can come and collect the same.
In evening around 6.30pm I went to seller office and ask the concerned representative there about my tyre, but I WAS SHOCKED WITH HIS ANSWER, he told me, “SINCE YOU HAVEN’T TOLD US THE EXACT DATE WHEN YOU WILL BE COMING SO WE SOLD THE SAME TO SOEMONE ELSE” I went furious at that time and ask him to provide me the same in written, then he called his senior manager and made me speak to him, he further clarifies that they received tyres in bulk lot and there is no exact information on them from company about replaced ones. I lost my mind at that time and ask him to provide the same in written, at that movement he cut the phone by stating I am not in office today, come tomorrow after 12 noon to get the same.

Next day I went to their office again and ask them “after how many days I will get my tyre, as I have to travel again to Ludhiana and can’t risk myself with no backup” then they told me that there is no fix date and they will inform me once they received from the company.

Sir, I am literally shocked, seeing this negligence from such a big and reputed company and their dealers is one thing that I can’t even imagine before. I am writing to you because I want a right answer, that after submitting the tyre on 21st June. 2104, till date after more than 15 days I have no information about the replaced tyre,
Sir, I hope you understand that running a car on 3 alloys and 1 rim and that too without any back tyre from last 15 days is itself very risky and if anything happened to any one of tyre or even gets punchered at any place where there are no mechanics available nearby then what will I do in that scenario.

Sir as a customer I have wasted my time and money both because of your company unaccepted replacement policies, now I can’t spare more time or money on begging for my rights, if this time I have to waste my time or money then I will spend the same in consumer court, as I have already suffered enough mental and physical harassment due to your replacement polices and dealer, so I want my tyre and a compensation for the pain and suffering happened to me due to you. Hope you will also understand the pain I went through as a customer and will revert me soon.

Copy of the purchaed bill, claim form and dealer acceptance letter for non settlement of claim is attached above..
Waiting for your revert…..

Thanks and regards,
Pranav Singhal
9815506887

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