Mahindra And Mahindra — Unsatisfactory Handling of AC Switch Damage Issue

Address:

Chennai

My Vehicle Details
Mahindra XUV 500

I am writing to express my profound disappointment and frustration with the extremely unsatisfactory handling of a problem that arose from my car's servicing at Mahindra on June 2, 2022. The issue revolves around the AC switch, which was undeniably in perfect working condition when I entrusted my vehicle for servicing, but was returned to me in a malfunctioned state.

Immediately upon discovering the damage, I initiated contact with the assigned service advisor (Kumaravel) via WhatsApp but I received no response from him. This lack of acknowledgment and communication is not in line with any reasonable customer service standards.

Over the course of the following two years, I consistently raised this matter during subsequent servicing and other necessary body shop repairs. In the latest instance, I had a conversation with a manager by the name of Mr. Jayapandi at your Gerugambakkam branch. However, it is utterly disheartening that none of these efforts bore any fruitful results. The issue, which was a direct result of negligence on the part of Mahindra's servicing personnel, remains unaddressed.

I am shocked and deeply dissatisfied with the latest response I received when I reported this ongoing problem to Gerugambakkam AMPL. They mentioned the option to replace the entire AC button kit, but to my astonishment, they intend to charge me 5000 rupees for a repair that should rightfully be covered by Mahindra. Why should I, as a customer, be expected to bear the cost for repairing damage that was undeniably caused by Mahindra's own employees?

Given the extraordinary negligence and lack of accountability displayed thus far, I now insist on your direct intervention. I implore you to take personal responsibility for this matter and remain actively involved until it is satisfactorily resolved.

Furthermore, I kindly request that you provide me with the escalation matrix for Mahindra's Servicing Department so that I may pursue appropriate channels for addressing my grievances.

I trust that this issue will be addressed promptly, and I eagerly await your immediate attention to this matter. Failure to provide a reasonable resolution will leave me with no option but to explore alternative escalation courses of action to protect my rights as a Mahindra customer.

FYI, I have spent lakhs at your service centers and I have more than a few vehicles that are regularly being serviced by AMPL, if this is how you would make your regular customer repent, I wonder how your other customers feel.

Thanks,
Yash V

The above email was written to the GM of AMPL Guindy Service center two days ago,[protected] to which I am yet to receive a response, came here to escalate further.

P.S There is no escalation matrix for AMPL service center despite being authorised by Mahindra.