[Resolved]  Club Mahindra Resorts — Absolute lack of customer empathy - Attn. Mr. Anand Mahindra

Dear Sir,

I would like to bring to your attention that absolutely horrifying way in which the Mahindra Resorts is being managed and how there is lack of transperancy and customer empathy in dealing with customers. I had booked a holiday package (White - Studio) because of the glib talk of your expective Mr. Divyesh Jain and is manager (sic) Mr. Sidesh Anwekar, who operate out of some office space in Worli. I also had to pay around INR 38, 000 /- (using my credit card) as the offer I was promised was valid only for THAT DAY. During the course of the welcome call, which was conducted later, I realized that what was told to me duirng the initial meeting was a series of lies and important and critical information that would have influenced my decision making was deliberately withheld from me. I then decided to cancel the membership for which I was asked to submit a cancellation letter which was also duly done. I have since been trying to reach Mr. Diveyesh since (he either does not respond to my calls or switches off his phone) to know when I would get my money back. I was then given a number 40006465 where I had the misfortune of talking to one Mz. Ujwal Khot and explained my predicament to her and she has the audacity to tell me "Go and catch Divyesh's neck ya..". Is this a way a customer is spoken to ? Her interaction reveals the quality of your HR department and is a telling comment on your recruitment, training and customer management strategies.


Today, on speaking to Mr. Sidesh (God bless, I am able to get in touch with Mr. Busy and he the mighty one has consented to speak to me !!), I am told that it would take 30 to 45 days for the money to be refunded as it involves some "process". He also gave me the same number to talk to somebody by name Madhu. I am at a loss to understand why I should be running behind people, making calls, to get my money back. I would request you to a) make sure my money is returned immediately.. If I can make a payment within 30 minutes of request from your end, I fail to understand why I need to wait for 30 to 45 days.In any case, I have no intention of paying the outstanding to my card issuer from my pocket, blocking my funds AND at the same time allow Mahindra Club to enjoy the fruits of a 45 day float on my funds. All it takes is to issue a cheque. I have also been given no documentation that states that it would take 45 days to get my money back. b)spend some time introspecting the canards that are being floated to run this business. The selling pitch is a pack of lies and nothing else. c) Invest in people who can atleast talk decently. d)Train people so that they take responsiblity for their actions (or inactions, which abound in this place) . I would also like to place on record that this would be my last interaction of any kind with any brand of Mahindra (I had plans of buying a Mahindra Renault...) . All the best...

Regards, Sri Ram Kumar

Membership Number 1424670