[Resolved]  Mahindra First Choice Services — Inferior-car-service-quality-infusing-huge-issues

Address:

Pune, Maharashtra

Have been fighting for the justice with Mahindra First Choice Services since last 6 months but to no avail. They do not seem to want to understand the 'real' issue behind and have been trying to wash their hands off the matter. Below is the communication initiated on May 16 2012 and still wandering in search of the justice. After that I have communicated with my last communication on Oct 31 2012 also where I got a very rough response back from them.

********* May 16 2012 => My mail to them ***************
I got my car serviced for the second time on April 30 2012. Which was indeed a very bad experience.

Following problems started occurring ever since the service is done:

1. Car is giving jerks and tuning is out [was smooth before the service]

2. Tensioner belt continuous noise [got this replaced 1 yr ago at FirstChoice and had very little noise during mornings only before the service]

3. Temperature shooting upto 60% shown on the dashboard meter and the fan running very frequently cooling it [used to be upto 40-50% before the service]

4. Loose brake peddle and improper braking [peddle used to be tight and better braking before the service]

Pls note that above problems were not there before the service. Infact, my vehicle was a lot smoother before.

I reported the issues on May 1 2012 and went back to them for the correction. They quickly diagnosed and informed that the problem had to be fully diagnosed later as the required parts were not available that time.

Sent the vehicle for the required repair on May 12 2012 to the FirstChoice workshop as mutually decided. They took 2 days and gave the vehicle on May 14 but again with the following remaining problems:

1. Frequent jerks and tuning out [though they changed all the spark plugs after some sort of 'diagnose']
2. Temperature still shooting upto 60% shown on the dashboard meter and the fan running very frequently cooling it
3. Loose brake peddle and improper braking [gave me the reason that the brake disc has gone thinner but even this ‘thinner’ disc was working properly before the service]
4. Tensioner belt continuous noise [saying that the complete bracket/assembly needs to be replaced]

They eventually referred me to FORD dealer workshop for the resolution of the jerks and the tuning issue expressing the inability to correct.

All in all, it was an extremely disappointing experience through out. They are apparently charging high for the ‘quality service’ but providing quite inferior and incomplete solutions. It is generally expected that the vehicle operations are smoothened after the service whereas in this instance, it has deteriorated after the service. Even the properly working components went bad after the service.

Looking forward to a quick remedial measure and prompt response. If I do not get the response back by Friday morning, will escalate this matter to Mr. Anand Mahindra’s office. He also should be aware of the mishappenings in his venture.

Pls also note that if I get this correction done outside, whatever repair charges are incurred will have to be borne by FirstChoice as they are responsible for the problem that originated there only during/after the service.

Car: MH12ANxxx2 (Ford Ikon)
Date of service: April 30 2012 [invoice # [protected]]
Date of further repair: May 12–14 2012 [invoice # [protected]]
Date of tensioner belt replacement: March 19 2011 [invoice # 04300333]

****************** Their response on Jun 15 2012 *************

This is regarding the complaint that you have made for your vehicle Ford Ikon with registration no number MH12ANxxx2 on 11th June; we sincerely regret for the inconvenience caused to you.

As discussed with you on 27/5/2012 by the undersigned and the incharge, there are certain repairs that need to be done on your vehicle to address the complaints made by you. Regarding the jerking problem, we have mentioned to you that the ignition coil and the engine wiring loom need replacement. Regarding the loose brake pedal, we had intimated to you that brake disc, liner and pad need replacement. Regarding the tensioner belt noise also, we had informed you that the alternator bracket needs replacement.

We request you once again to visit our workshop and get these repairs done so that the complaints mentioned by you can be effectively rectified.

For any clarification in the matter, feel free to contact the undersigned.

For Mahindra First Choice Services,

Business Manager
MFCS - Operations

**********************

I kept pushing them and convincing them ever since then about the issues but all fell on deaf ears. I then sent a final communication as below.

******************** My mail on Oct 31 2012 ************

I have exhausted all my words and reasoning in the world to put across the concerns right but to no avail. Ostensibly, people at MFCS are not taking that in the right manner or, should I say, not willing to sense the concern right. The same is reflected in the email chain below. They kept regurgitating that ‘the vehicle is aged and get the same to the workshop for the repair’. Surprisingly, they attributed every problem to this reason for no rhyme or reason. I understand the vehicle is aged but the ‘same age’ it carried before the said service either when it had no problems at all. Are they saying the vehicle suddenly became ‘too aged’ right after the service? Or its aging has come out well after the service? Very difficult to understand the reasoning behind.

However, I am still sticking to my argument that the vehicle was 'aged' before the said service as well but I never faced any issues with the following before:
1. Spark plugs [all 4 spark plugs were changed by them]
2. Jerking problem
3. Soaring temperature
4. Tensioner belt noise [it was very low earlier which became worst after their off and on R&D work]. This is coupled with the fact that they had changed the belt last year only with an assurance that the parts used were genuine and not spurious.

Have yet to get the ‘logical response’ to the issues above as to how come all of them triggered after the said service and the corrective action thereof. Certainly, all cannot be attributed to the ‘age’ of the vehicle esp. in the light of my argument above.

******************************

However, they also agreed that nobody at FirstChoice observed these problems appearing before the service either.

I made one thing very clear to them… was talking about the 'restoration of smooth operations' of the vehicle as before wherein they were talking about the 'repair work' for the problems occurred during/after the service. Why can't they talk about restoring the things as before the service? Anyone can go and spoil something and then talk about cleaning it. Why spoiling it in first place? And if they spoiled, why asking me to get it 'cleaned'? It's their job. It's like somebody damages your car and then asks you to get that repaired. What kind of reasoning is that? Whoever damages, has to get the repair done. It's that simple.

Their final response/offer was to give 50% discount on labor for the correction but the overall expenses are too much (where they were responsible for all the issues). They further added that nothing can be extended beyond their offer.

I have connected with their higher up as well but looks like things are not just getting through.

All in all, I have yet to get the justice in this case which they are delaying and not paying attention to.