Subject - Breakdown of Brand new Tata Nexon EV car on 20th June 2022, in the middle of national highway NH60 at Sangammer area due to technical/manufacturing defect
My car has been purchased on 2nd of June 2022 and not even a month old. Below listed are the series of discussions/communications from the time the car broke-down until today.
Day #1 of Ordeal - 20th June 2022
12.40pm - Car suddenly stopped in the middle of highway. Started getting 'HV Critical Alert' on the dashboard, asking to contact costumer care immediately. Just to provide the status of this situation, i was travelling from Pune to Shirdi with my family and 4 pets.
12.45pm - Called Rudra Motors, Wagholi, Pune - The dealer from whom the car was bought. The person advised to keep the car locked for few minutes and then try to start again in 10-15mins. He mentioned its a normal issue it will work properly after following the previously mentioned steps. As per instructions we waited for 10-15 min, but no luck. The car still didnt start and continued to show the error message.
1:00pm - Called Tata Motors EV road assistance helpline number. The agent took several minutes, around 15mins, to take all the details about the issue/alert message etc. post which the agent said will check for the nearby service engineers. In parallel and with reference of TATA's Zconnect app I contacted the nearby service center - Sai Motors. Two engineers came and mentioned that they arent EV authorized and were unaware why TATA had mentioned their contact details in their application for support for EV cars. Even they couldnt find the fault and advised us to send the car to Tata Service Center, Nasik - Which was the nearest service center to the location where the car was stopped. After 30min, the agent at Tata Motors EV road assistance helpline mentioned non availability of any service engineers. On call I mentioned to the agent that I already managed to contact the nearby service engineers and they have already visited the location. He was surprised how I was able to get hold of them before him. Anyways, I was again put on hold for 10 min and was told within 10-15min i will get towing team assigned to transport my car to Nasik. It was now 2:00pm and I still didnt get any towing team from Tata Motors. While I was waiting for this agent to call me back, I again engaged Tata Customer Care and was directed to new agent for this issue. I had to explain the issue again since the previous agent failed to provide me with the case#, which is one issue Tata should work on, why cant we have that case# and details sent on our registered mobile number for easy reference? The lady agent told me that no services can be provided by them as towing team can not come before 4 hrs, this was mentioned to me around 2:30pm (after almost 2 hours to waiting for help from Tata Motors). I was shocked and asked "is the towing team coming from a far off place like Delhi that it cant come sooner?" The lady agent mentioned, you can tow your car yourself to the nearest service center. While we were having these discussion with the agents, my dad was trying to get some help from local villagers, as we are in the middle of no where - no ola/uber or cabs available. Self, family and the pets were the victim of sun stroke and bad tata customer care experience for almost 3+hrs.
1:59pm - We called Tata Sterling Motors Service Center located in Nasik, asking to send the towing team. The team denied the assistance and asked to contact Tata Road assistance only.
2:45pm- Thankfully, with the help of local villagers and a helpful autowala, my dad was able to get a contact of a local towing team which was around 15-20kms away from my car. He agreed to take the car to Nashik and asked for Rs. 4, 000. I informed the Tata care that the towing team is charging us, which we are paying now since Tata cant send anybody to help us & needs to be reimbursed by them. The towing team came, tied the car and we started our journey to Nashik. My parents are both senior citizens and I was taking them for Sai Darshan in the comfort of newly purchased Nexon EV. But Alas TATA Motors had other plans!
While we were waiting for the assistance, my pets health detoriated and started vomitting in the car. Note - there was not a single shop/motel nearby who would take my pets in the middle of the day.
05:30pm - We finally reached the Tata Motors Sterling Showroom/Service Center at Nasik. They asked us to wait in the customer lounge on the first floor. We were there till 7:30pm, and were told that the engineers are unable to find the issue at the moment. They would come back tomorrow in the morning at 7am and would give us updates by 9.00am.
07:30pm - We being outstation in unplanned desitination due to a Brand New" tata "Nexon Car failure - No accommodation or cab facility was provided by Tata Motors. We had to ask for help from our friends/family to get accomodation on that day in Nasik. We managed to get the accomodation and asked Tata Service Center to provide us with the drop, as we were carrying luggage and 04 pets, for which they denied, stating that it's 15km away so we cant provide you with the drop. We had to book a cab and request the driver as we were having pets with us, normally cab drivers dont allow (we all know that right?).
09:00pm - Finally reached our guest room after travelling for almost 14+hrs.
Day #2 - 21st June 2022
No updates received from Service Center.
09:09am - We then called up, but no one responded.
11:11am - Received call from Representative from Sterling Motors, Nasik. We asked him about the updates. He mentioned "we are still looking into it, unable to find the fault. Will keep you posted."
12:15pm - We called Representative from Sterling Motors, Nasik, he didnt answer the call.
12:39pm - We again called Representative from Sterling Motors, Nasik. He picked up the call and said the same thing, "still we are not able to find the fault."
2:06pm - We again called Representative from Sterling Motors, Nasik. Conversation was held for 04 mins. He mentioned " unable to find the fault. Currently we are in touch with Tata Help Desk to find viable solution"
We asked about if the car is getting charged or not, for which the engineer mentioned they havent tried it yet.
4:10pm - We called Representative from Sterling Motors, Nasik, he didnt answer the call.
4:12pm - We again called Representative from Sterling Motors, Nasik. Conversation was held for 05 mins. He mentioned "Still no fault found, we have engaged engineer from Pune branch and will provide updates by end of day."
I was asked to meet the team the next day in Service center to get the job card with details and sign the documents. Since the fault is not being found, i was asked to leave for Pune as there was no ETA when the car issue will be fixed by them.
No updates was received on that day.
Day #3 - 22nd June 2022
08:21am - We called Representative from Sterling Motors, Nasik, he didnt answer the call.
09:26am - We called Representative from Sterling Motors, Nasik, to inform that we are coming to the service center for documentations.
10:38am - We called Representative from Sterling Motors, Nasik, asking where to meet him in the office once we reached the service center.
Discussions which took place in the service center:
We met Representative from Sterling Motors, Nasik personally to sign the documents and get the Job card from him. Apparantely no logs has been mantained by them, as per the job card it only says "Breakdown vehicle vehicle not start". Representative from Sterling Motors, Nasik mentioned that the team is unable to find the fault. They have swapped various parts, but still no issue was found. They got to know that the car is not getting charged, only when we asked him to try to charge the car. It can be company defect due to which they are unable to find any faults. They even checked the TACO system for the Battery management and found no faults. Mentioned that the representatives from Pune plant have been asked to visit and find the issue. Also mentioned that Tata Help desk confirmed that this issue is new and has not been faced by any one, so they dont have an easy solution. Multiple parameters have been set by the plant team and currently engineers are checking each and every wire to find the fault in the system.
No updates were received post our departure @11:15am.
Day#4 - 23rd June 2022
No calls or updates received from Tata Service Center.
07:51pm - We called Representative from Sterling Motors, Nasik, concerned about the car since no updates were received in the last 24hrs. Conversation was held for 8 mins. "Discussed about the Tata Nexon EV which caught fire in Mumbai, and was thanking god that this didnt happen to our car." Representative from Sterling Motors, Nasik said "That we are checking other parameters from the management and yet to find the fault. Till now we are unable to charge the car and awaiting updates from Pune Plant. Will update tomorrow"
Day#5 - 24th June 2022
No calls or updates received from Tata Service Center.
Day#6 - 25th June 2022
10:11am - We called Representative from Sterling Motors, Nasik, he mentioned "i am off duty today. some parameters are being exhanged with the pune plan. i will share somone's number who isnt aware of this case"
Its end of day today, still havent received the number or the updates from the service center.
Day#7 - 26th June 2022
No calls or updates received from Tata Service Center. Representative is out of office.
Day#8 - 27th June 2022
No calls or updates received from Tata Service Center. Representative phone is switched off.
It is quite surprising that its been a week since the car broke down and Tata Motors Service team is unable to find the fault till date. Is it poor after service service or TATA diagnostic team failure or a software failure or Just not botehred attitude?
We have spent 18 Lakhs for our ecofriendly dream machine TATA Nexon EV and our dreams are shattered. We have lost trust in TATAs who is handling AIr India The pride of India.
Who should be blamed for this Ordeal? where my parents my pets my family suffered with just no help. We were left in Lurch by Tata team in middle of nowhere.
Total Expenses from 20th June till date:
Tow Car from Sangameer to Nasik - Rs. 4000
Cab from Sangameer to Nasik - Rs. 3000
Cab from Nasik to Pune - Rs. 6000
Cab from Tata Sterling Motors Service Center to Hotel - Rs. 500
Auto from Hotel to Tata Sterling Motors Service Center - Rs. 300
Auto from Hotel to Clinic and back to Hotel - Rs. 1000
Accomodation at Hotel (2 days) - Rs. 5300
Commutes from 22rd June till date - Final amount will be shared once the car is received from the dealer. As of now commuting using public transport, while the car is lying at SC.
This is the first car which i bought, thinking that i will have seamless driving experience and services from TATA (being a tata employee for 10+ years). But it became a horrfying experience for me while i was stranded in the middle of nowhere with my senior citizen parents and home pets. No help was provided by the Tata road assistance even after calling multiple times. Its been 8 days now, and the only update i have is "We are trying our best but unable to find the fault". I bought this car for my travels and office commutes but now i am spending on ola and uber daily.
Its no secret that Mr.Ratan Tata is one of the most influential and inspiring business we have today and of course, he always supported animal rights & showcased his love for our furryy friends. How can you justify the trouble and pain by pets have undergone because of faulty product manufactured by Tata Motors? Would Mr. Ratan Tata be okay seeing the state of my pets vomitting and getting dehydrated for 3-4 hrs in the peak summers stuck in a village on a national highway when his company representatives (helpline, dealers, service center) refused to help that too for a brand new car which is 2 weeks old?
Mr. Ratan Tata, the industrialist and philanthropist has always led by example and continues to do his bit in making the world a better place. I purchased Tata Nexon EV car to contribute towards the environment instead of purchasing a petrol/desiel version, Not opting for any other brand (being a loyal TATA employee - was associated for 10+ years). But what have I acheived, apart of having regret of buying a faulty product from TATA Motors!
I want TATA to pay for the expenses which have occured from the day car brokedown until i get the car back to my residence in Pune, along with monetary compentation for the mental harassment on self, family and pets.
I WANT minimum of Rs. 10, 000 monetary compensation per day since the time car broke down until i receive the car back to my residence. This is for mental harassment on self, family, pets. OR i want my entire 18 Lakhs to be refunded along with compensation due to mental harassment faced due to Tata Service Team.
I want Tata to compensate for yearly maintainence (till the life of the car) since the parts of the car have been opened by the engineers within 15 days of the car being delivered. What will be the reliability of this now? What parts have been changed? The engineers are doing trial-and-errors basis checks, an unprofessional behaviour by the service team.
My car is 15 days old under warranty.
Regards,
Lepakshi Verma
(A Loyal TATA employee - 10 years service) & ( An unhappy TATA customer)
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