Mahindra & Mahindra — Irresponsible and Unpleasant approach towards customers

Address:

Thane, Maharashtra

Dear Sir,


I bought Mahindra XYLO E4(MH14 CS 2332) in Dec 2009 , Company has fitted Parking sensor and integrated music system as available in E8 for which I have paid extra. I am writing this email just to bring to your notice that I am very disappointed with the service provided for Mahindra XYLO from a company authorized service center - Global Gallerie Motors Pvt. Ltd. Thane.

There are some issues in particular that I would like to elaborate:

I gave my car for servicing to Global Gallerie Motors Pvt. Ltd. Thane on 10/10/2012. I had interacted with Mr. Ankush Chitte from Global Gallerie for the servicing which firstly was disappointing. He was very rude and I didn’t expect such behavior from company authorized service provider.

He told me that they need to change Diesel Filter and the cost for it would be Rs. 2200/-. The Diesel filter had been changed in my previous service and I was charged Rs. 1517 /- in Sept 2011. So does this mean that there is a 50% increase in the price of Diesel Filter. Please let me know if I am wrong.

I informed them that I needed to replace the battery in XYLO, the MRP for EXIDE EXPRESS 65Amp battery which comes with the XYLO from Exide Dealers is Rs. 5700/-. The amount they told me they would charge for replacing the battery is around Rs. 7500- with bill and Rs. 6700/- without bill, which is way above the MRP. This is atrocious and appalling.

We give our cars in service station in case of repairs or for maintenance, but in my case my car was damaged during service. The parking sensor was working perfectly fine when the car handed over to the service station, but the day I went to take the delivery of the car the same stopped functioning. I bought this to their attention, they simply replied “They are not responsible for this”. So I went to ask Mr. Chitte, to which he was totally disinterested. He didn’t even have the courtesy to respond appropriately and was the least concerned. He even told me to repair it from the person who had fitted the parking sensor in the car, even after informing him many times that it is company fitted and that I paid extra for it at the time of purchase of the car. After repeated efforts I lost hope and dissatisfied I left with my XYLO.

Also after every service I receive a feedback call(which I think is a good practice) from the concerned official(who is not my service advisor), but this time after the service I received a call from Mr. Chitte himself and instead of inquiring about how the service was, he abruptly asked whether the car is working fine. My answer to that was a yes and before I could elaborate he disconnected the call which was unexpected. This leads me to think that he called deliberately so that I don’t give a terrible feedback.

This kind of behavior is irresponsible and rude and offensive, this is not what I expect from Mahindra. It is not a free service, I am paying for it and I expect some decency from these service providers and expect my car to be unharmed. Before giving my car to Global Gallerie, I used to send it to G-3 which is worse than Global Gallerie. I am not sure if I will ever be able to trust Mahindra’s service.

I have been an ardent fan of Mahindra, I had a Scorpio before this XYLO and I am in the process of buying an XUV. But these repeated episodes have made me rethink about my decision. We give our cars to company authorized service stations for we believe that they would take special care and show some concern to the buyers. But this attitude of Global Gallerie is shocking and inappropriate.

Being a buyer of Xylo E4, I believe I have my rights to make sure that the quality of the product which I purchased is the best to its value and is maintained at that. So please advice & guide me to conclude the matter amicably.


Please feel free to call me on +91 [protected].

Regards,
Puneet Kakkar.