[Resolved]  Mahindra And Mahindra — customer grievance | xuv500 | dl 10ck 6649

Address:

New Delhi, Delhi

Customer Grievance

Out of much anticipation and despair, I decided finally to write to you as someone senior with Mahindra & Mahindra on my recent experience with the XUV500 that I bought on March 18th, 2018. This was bought from Sri Durga Automobiles, Moti Nagar New Delhi.
As much as I am Happy with my choice of the vehicle (I simply love my new car); My experience with this transaction has been very sad and struggling throughout with false promises and mishandling by the staff of the mentioned showroom.
Let me begin with my Sales person Mr Chayan (ph no[protected]. During pre-purchase cycle, he was totally adamant to sell me a different color that I was looking for – Purple. He did his due diligence as a sales rep by keeping a great follow up and sweet talks – except he simply said purple color not in stock and pushing me for black color instead. It was my daughter who called the reception desk at Moti Nagar showroom to check availability of the color and was confirmed as its available in inventory. Only when we confronted Mr Chayan on face with this information did he confirm that yes color was available and we went ahead with booking of the vehicle. Also, he pleasantly sold us the accessories package worth nearly 1 lac with chrome fittings, side-step etc.
At time of delivery, all was good except the chrome handle were found mis-fits. When pointed out, Mr Chayan and his colleagues argued that this is how they are made. I had clearly seen perfect fitting chrome handles and looked genuinely as part of the vehicle. These was standing out as not fit properly and dangling from the handle. Only after intervention of couple of other customers and escalation to senior management on the spot did your team agree this was not fitted properly and will take 2 days to change as not in stock. I was absolutely fine with it. When leaving with the car – I had forgiven the above two mishaps with your team as I was taking back home a XUV500 car!
My misery starts when I was following up for the Chrome handles. Mr Chayan had stopped picking my phone within the week. He who was calling me twice a day will not reply to my calls anymore. I started dropping sms and WhatsApp and finally called the reception with false name. He got on the call and promised to call me in couple of days. Ms Minakshi (ph[protected] from CRM-Sales also got engaged. I would have called and messages them at least two dozen times. Neither had courtesy to call me back or give me a firm answer till around April 8th – 10th when she confirmed that Chrome is available and Mr Chayan still saying I need to talk to Ms Minakshi only.
Meanwhile I had developed an issue with the Infotainment System – the volume would go low and high on its own. And was a serious malfunction; making the system no more entertaining. I googled to figure out it’s a known bug and needs software upgraded to latest.
Another thing I needed help was to get the wheels alignment done for the car probably as the new alloys have set if off a bit.
Ms Minakshi organised the car pickup to attend ALL THREE issues for April 15th. These issues were discussed with her well ahead in time during the week before and I asked them to make the service advisor call me once vehicle reaches the service station. This was picked up at 11am from my home on April 15th. I called after 45 mins and Ms Minakshi acknowledged that car was received 30 mins ago. I wanted to speak to service advisor, she said he will call back. I kept calling your showroom all day till 4 or 5pm and nobody got me connected to the service advisor. Finally service advisor calls me in the evening to convey the Chrome handles have been set. But they cannot help on Infotainment System as they don’t have expertise. AND - Since I have not purchased the alloys from their showroom – they will not do any wheel alignment. “YOU WILL HAVE TO GET IT DONE FROM ELSEWHERE”
This statement was totally uncalled for. Your people took entire day to set Chrome handles job that takes 15 mins (which is perfect now); and refuse to fix other problems. I spent appx Rs. 18 lacs on your showroom to get this answer? I wanted to speak to the GM and was told he was busy and will call back. I gathered his name – Mr Rahul Bhatia (ph[protected]. Ms Minakshi told me he is aware of the situation and will call me next day Monday April 16th.
I waited entire week and left 2 messages for Ms Minakshi (I can share all copies if you require). But no one called me.
Finally I called Mr Rahul on his cell phone on April 19th. He simply did not know who I was or anything about my mis-adventure with Sri Durga Automobiles. No information was shared with him. He promised me a call back maximum by Saturday 11am April 21st to have this settled.
I am still awaiting his call as on April 28th and have already sent him text messages. He has typically shown same behaviour as his other staff members – No courtesy to call back or message or anything!
I really need answers and fixes to my two below very simple questions:
1) Does Sri Durga Automobiles have the expertise to support my Infotainment system bug that your staff themselves acknowledges along with Mahindra and Mahindra on several online blogs.
2) If the customers buy Alloy Wheels from your showroom – do you refuse them as well for basic service as Wheel Alignment.
Kindly let me know on the above as official statement so I can seek help directly from Mahindra and Mahindra. Along with a strong feedback about each of your named staff members in this letter.
Even though I head 3 SEO’s in my organisation, I refrained myself from any escalated reaction on the web for this transaction as I believed an esteemed organisation like yourself would have some basic etiquettes and courtesy to a customer who has spent nearly Rs 18 lacs on your showroom. Who definitely shouldn’t be left stranded.

Thank you
Damandeep Singh Kathuria – Ph [protected] / [protected]@hotmail.com

Customer ID – C[protected] / Car Regn – DL 10CK 6649
Add: B 34/6 first floor, Ramesh Nagar, New Delhi 110015