Mahindra And Mahindra — Bad experience with mahindra auto

Address:

F511 Jalvayu Towers, Sector 56, Gurgaon, Haryana

To Whomsoever It May Concern :

I am writing this because I care and have always had Mahindra Cars which I have loved

I have had a nightmare with Mahindra trying to book a new Thar. Here is the sequence of events without names and dates so that you can have a look and see how to improve because
“ A great auto company cannot only build great cars, it has to build and maintain relationships with its customers”

1. I called up a showroom (dealership) in Gurgaon trying to book a Thar. I was told to do it with them and make an advance payment.

2. Then I visited the Mahindra Auto website to check what model etc I wanted and saw that I can book online there. So thinking that it would be safer and better to book directly the company, I went ahead and made a booking and made the advance payment of 20 odd thousand rupees

3. I got a call back from Sales of the same showroom in Gurgaon saying they received the booking and then I started asking the sales person some questions about the car. In our conversation he convinced me that if I want to keep the car for long (over 10 years) then I should book the Petrol version and not Diesel(which I had already booked), so I agreed and told him to change it. He said he cannot and I will have to do it directly with Mahindra.
(First Problem - Why?????He has received my booking and was making the change within just two hours of the booking why cannot he change it. Strange system!!!)

4. Anyways I proceeded to call the toll free and explained everything to them. They said the same thing. NO CHANGES. CANCEL and BOOK AGAIN
(Second Problem - Too rigid a system. With the progress in IT one would imagine changes can be made on the fly)

5. Anyways I told them to go ahead and cancel the booking and make a fresh one. They said. CANNOT DO. GO TO THE WEBSITE AND DO IT YOURSELF
(Third Problem) - Strange they cannot cancel and want me to do it myself???????. Not customer friendly at all and a waste of my time)

6. So, I headed to the website and kept searching for an option to cancel. For the love of God I could not find it. Called up 1800 again she could not direct me to it as well
Then I pressed every option button I could find and I found it, tucked away discreetly.
(Fourth Problem - Mahindra a customer should never feel that the intention of a company is to cheat the customer out of his hard earned money. This definitely looked like me(a customer) was being discouraged to cancel hoping that I would let it stay that way or that I am uber rich and may just get fed up and leave that 20, 000 bucks. Let it go. No allegation here. Just telling you how I felt at that moment as a customer)

7. Once cancelled I was not given an assurance that the cancellation had been accepted or that my money would be refunded within so and so time. The confirmation just said that we will get back to you. Ok I waited. But was not happy about that.
(Fifth Problem - Uncertainty is never a good thing when dealing with a customer especially when his money is on the line)

8. I received a call indeed. Actually I’ll make it easy by saying here that I received several calls but no resolution to my problem. They didn’t know anything about when my money would come back to me. They didn’t give me any assurances and only my anxiety levels have kept rising.
(Sixth Problem - There is no customer focus. All they wanted to know is why I cancelled. But with no answers about my money refund

9. Finally after a couple of calls, one poor agent got it from me and I threatened him saying go and tell your senior that I will post this all over social media if I don’t have a resolution. He put me on hold and then came back saying that the entire amount of money would be refunded in two weeks.
(Seventh Problem - I booked and cancelled within 3 to 4 hours and they still wanted to deduct 10%. And I was cancelling because I was advised to change the model to Petrol by Mahindra themselves and because Mahindra could not help me make the change in the system. For no fault of mind, I was going to be charged 10%. I would not accept that and that seems like daylight robbery. Again no allegations, but giving you a customers point of view)

10. Then I asked this very agent that ok you have said that the money will be refunded so how about an sms or a mail confirming like all other companies do. he responded that Mahindra does not do that.
(Eighth Problem) - In money matter, word of mouth???????? that’s not a sign of a professional company. I have to now depend on the word of mouth of a call centre agent)

11. You proved my fear right. I just received a call again and again was asked why I cancelled so I asked the agent to check a few things. Has the cancellation been done? Has my money been processed for refund and he confirmed that NOTHING HAD BEEN DONE and that there were no comments or updates. RIDICULOUS
(Ninth Problem - This is PATHETIC and UNPROFESSIONAL)

I NEED A RESOLUTION as I am still HANGING.

This is very sad for a company that is so big and that I have grown to love. I have definitely been let down and am really thinking twice now and may even just go for something else instead of the Thar. It pains me to even think this way as I had my mind set on that car.

Hope someone will read this, resolve my problem instantly but more importantly CORRECT YOUR CUSTOMER SERVICE AND INTERACTIONS.

Kind Regards
Dudley Screymour