Assam Rising, Duliajan, August 12: Tata Motors’ roadside assistance service has come under scrutiny after a Duliajan resident alleged that he was left waiting for several hours after his Tata Harrier broke down on August 9.
Jitu Saikia, who owns a Tata Harrier purchased from Dhansiri Tata Motors, Tinsukia, said his vehicle, bearing registration number AS06AH5657, developed a problem on the afternoon of August 9. He said he immediately contacted the company’s Roadside Assistance (RSA) service and received a service confirmation under Service ID PVTATA2627522603.
Saikia alleged that despite making more than 50 calls seeking assistance, he did not receive the prompt response he expected from the company’s emergency support service.
According to Saikia, he was informed around 10 am on August 10 that arrangements would be made to take the vehicle away, with the collection reportedly scheduled for around 3 pm.
The alleged delay has raised concerns over the effectiveness of Tata Motors’ 24×7 roadside assistance service. Saikia said customers facing roadside emergencies expected immediate or reasonably prompt assistance from an emergency support service.
As assistance did not arrive within the timeframe he expected, Saikia said he eventually made his own arrangements to resolve the vehicle’s problem.
Expressing dissatisfaction with the experience, Saikia told this correspondent that he had decided to return or surrender his Tata Harrier to Tata Motors, saying the incident had seriously affected his confidence in the company’s after-sales support.
The allegations are based on Saikia’s account of the incident.
