We are really happy to note that Jeep India has finally reacted and ensured that the staff members who assaulted the customer are fired. Here’s what Jeep India says –
“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.”
Even the Landmark Jeep dealership has issued a fresh statement, wherein it mentions having terminated the services of the employees that misbehaved with the customer. Here’s the fresh statement –
“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 behavior 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.”
Earlier, the Landmark Jeep dealership in Delhi issued a statement thru which it tried to justify its unprofessionalism by playing the ‘female card’. It said that the staffers thrashed a customer as he verbally abused female staff members. Pretty unsurprisingly, no female staff member is to be seen anywhere in the video. Here’s the statement issued by the Landmark Jeep dealership in Delhi –
“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.”
While we are clearly in no mood to support the customer behaviour, the actions of the dealership staff are really appalling. It is really very saddening to see an entire group of staffers physically assaulting an aggrieved customer. Fiat Chrysler Association (FCA) India has been pretty much struggling in the Indian car market. With Fiat cars failing to attract enough car buyers, the onus is now on the Compass to help the company attain sufficient profitability.
Launched in India in late July, the Compass has been rather quick in establishing itself in the market. However, there have been some reports of various niggles that are affecting the ownership experience of this SUV. And now, with this video highlighting the sorry state of affairs at the dealerships, it remains to be seen if the Compass will continue to find favour amongst premium small SUV buyers.
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