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Case Background

1. Case was receive from Bafna Motors Ratnagiri on 2nd March ‘10

Case: Fast Wear on Rear Tyres


Vehicle:- TATA Indica Vista
Reg No. MH08R2911
Kms- 10414

2. E claim report was issued on 2nd March’10 stating the tyres has wear out due to Disturbed
alignment
3. On 3rd March’10 received mail from Bafna Motors stating the tyres are rear mounted and TATA
Vista has fixed alignment which cannot be changed.
4. BSID replied on same day that the report is based on the type of wear and not on the position
of tyre on vehicle. And alignment data was requested by BSID.
5. Bafna Motors provided the alignment data which has no rear values as their M/C was old with
only 2 head alignment.
6. We BSID concluded that the data is not as per our request as it does not revels the rear data.
7. TATA CS Mr. Sugaleelar asked us for the physical inspection as he too said that dealer is not
wrong on the findings.

As per the scheduled date 11th Mar to Bafna Motors Ratnagiri the case was being attained by
BSID
.
The observation are as:-
1. The complaint vehicle MH08R2911 has rear tyre wear.
2. The vehicle has complaint of tyre wear from first 5000 service.
3. The vehicle was aligned for two times first at 4865 and second at 10309kms.
4. The alignment was checked only for front wheels and not rear wheels as the rear is dead axle
and has fixed alignment and also the dealer has old M/c which is having only 2head aligner.

Actions taken by BSID:-


1. First a NEW vehicle Indica Vista unregistered was taken to alignment for rear wheels in
reverse so that alignment sensors can be mounted on the rear wheels.
2. Alignment readings were taken for the rear wheels just for reference to be compared with
complaint vehicle.
3. Then the complaint vehicle was taken on the alignment for the readings. The readings were
recorded.

Other Observation was:-


1. The dealer was having an old alignment M/C which does not support 4wheel alignment.
2. The staff deployed is untrained.
3. The procedure adopted for Wheel RUNOUT was incorrect.
4. The staff and the dealer have high resistance to accept any change in procedure.
5. Even TATA executive supported the dealer on the procedure and their findings.
Readings obtain from alignment were: -

Further Actions;-
1. The dealer works Manager was convinced from the procedure adopted by BSID for
alignment.
2. The TATA executive was called and the details were communicated by dealer and BSID.
3. TATA executive was convinced by BSID findings.
4. Training was provided to dealer and dealer staff on alignment procedure.
5. TATA executive was requested to have training in West region.

The report was mailed to TATA executive for their internal findings.

BSID Conclusion: - The both rear tyre has one side shoulder wear due to disturbed in wheel
alignment.
The disturbed alignment was due to defective dead axle and suspension parts.

The mail correspondence is attached for reference.


From: r.sugaleelar@tatamotors.com [mailto:r.sugaleelar@tatamotors.com]
Sent: Monday, March 08, 2010 11:25 AM
To: neeraj-nirantar@bridgestone.co.in; yeshwant-ambure@bridgestone.co.in
Cc: vinay-shreedhar@bridgestone.co.in; s.ansari@tatamotors.com
Subject: RE: ALIGNMENT REPORTS BAFNA MOTORS RATNAGIRI MH08R2911 TYRE
COMPLAINT.

We have informed our dealer regarding the visit of Bridgestone person.

Let him visit on 11th March’10 and make joint investigation along with our dealer and customer.
Based on the investigation, we will conclude this case.

-----Original Message-----
From: Neeraj Nirantar [mailto:neeraj-nirantar@bridgestone.co.in]
Sent: Monday, March 08, 2010 11:19 AM
To: R SUGALEELAR [ Assistant Manager (Customer Support) , Mumbai PCBU , Pune ] ;
yeshwant-ambure@bridgestone.co.in
Cc: vinay-shreedhar@bridgestone.co.in
Subject: RE: ALIGNMENT REPORTS BAFNA MOTORS RATNAGIRI MH08R2911 TYRE
COMPLAINT.

Dear Yeshwant

Kindly visit Ratnagiri to resolve the issue.

Request to Mr Sugaleelar:- I would request you or some other person from


TML to jointly attend the issue for better customer satisfaction on mutual
agreed date.

Yeshwant :-Kindly make joint inspection report for circulation and our
record.

With best regards

Neeraj-TSD
BSID Pune

-----Original Message-----
From: R SUGALEELAR [ Assistant Manager (Customer Support) , Mumbai PCBU ,
Pune ] [mailto:r.sugaleelar@tatamotors.com]
Sent: Thursday, March 04, 2010 6:04 PM
To: yeshwant-ambure@bridgestone.co.in
Cc: Neeraj Nirantar; vinay-shreedhar@bridgestone.co.in
Subject: Re: ALIGNMENT REPORTS BAFNA MOTORS RATNAGIRI MH08R2911 TYRE
COMPLAINT.

Can we know why your person cant visit this dealership as per my yesterday'
mail for proper investigation?

Kindly revert.

--- original message ---


From: "yeshwant-ambure@bridgestone.co.in"
<yeshwant-ambure@bridgestone.co.in>
Subject: Re: ALIGNMENT REPORTS BAFNA MOTORS RATNAGIRI MH08R2911 TYRE
COMPLAINT.
Date: 4th March 2010
Time: 5:58:53 pm

Dear Prashant,
your report does not show rear wheel specifications.
we cant conclude on it based on the report.
also your data shows the front toe is out of spec before adjuctment.

we are still on the same stance that tyre has irregular wear due to
disturbed alignment.
i have already given technical report for the same and also given some
literature on said problem
for your reference.

and prashant as per words had with you on phone, we cannot consider such
type of tyre wear under
warranty policy.

Kindly revert for any further clarification.

Regards

Yeshwant

> Dear sir,


> ALIGNMENT REPORTS ARE ATTACHED.
> THANKS,
> SHIRKE P.
> On Wed, 03 Mar 2010 14:11:18 +0530 wrote
>>
>
>
>
> Dear Prashant.
>
> The report is based on the type of wear
> and not on the position of the tyres.
>
> I think you are the better person to judge
> why such type of tyre wear occurs in concerned to vehicle.
>
> You can send us all the alignment reports
> of the vehicle till date you have done for our reference, so that we may
> conclude on some specific area.
>
> One side shoulder wear is caused due to disturbed
> in alignment, or worn out parts.
>
> Attached is some explanation on tyre wear.
>
> Hope this will be in line with your understanding.
>
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> Kindly revert for any further clarification.
>
> Regards
>
>
>
> Yeshwant
>
> Cell: 9561990000
>
>
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>
> From: bafna
> [mailto:ms.bafna@rediffmail.com]
>
> Sent: Wednesday, March 03, 2010
> 12:25 PM
>
> To:
> yeshwant-ambure@bridgestone.co.in
>
> Subject: Re: RE: BAFNA MOTORS
> RATNAGIRI MH08R2911 TYRE
> COMPLAINT.
>
>
>
>
>
> Dear sir,
>
> these tyres are at rear side and there is fix alingnment for rear side
from
> factry.
>
> pls send tech. report.
>
> thanks,
>
> prashant shirke
>
>
>
> On Tue, 02 Mar 2010 15:20:04 +0530 wrote
>
>>
>
>
>
>
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>
> Dear Prashant,
>
>
>
> Please find the attached damage
>
> explanation sheet for the said complaint.
>
>
>
> As per the snaps tyre seems to have one
>
> side shoulder wear due to disturbed wheel alignment.
>
>
>
> Since this is not a manufacturing defect it
>
> cannot consider under BSID warranty policy.
>
>
>
>
>
>
>
> Kindly revert for any further
>
> clarification.
>
>
>
>
>
>
>
> Regards
>
>
>
>
>
>
>
> Yeshwant
>
>
>
> Cell-9561990000
>
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> From: bafna
>
> [mailto:ms.bafna@rediffmail.com]
>
>
>
> Sent: Tuesday, March 02, 2010
>
> 11:39 AM
>
>
> To: yeshwant-ambure@bridgestone.co.in
>
>
>
> Cc: v.narute@rediffmail.com;
>
> r.sugaleelar@tatamotors.com
>
>
> Subject: BAFNA MOTORS RATNAGIRI
>
> MH08R2911 TYRE
>
> COMPLAINT.
>
> Dear sir,
> Pls see attached photos and reply with your report.
>
> Vehicle details:-
> Customer Name:-Mr.Bhkaji V.Patwardhan
>Chassis no:-611431CQZP26798
>Engine no:-100A2000-0017392
> Date of sale:-28/05/2009
> Kms:-10414
> Regd.No:-MH08R2911
> Thanks & regards,
>
> Prashant Shirke
>
>
>
> Warranty Incharge
>
>
>
> 09860757830
>
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