| Address: | A11A, Villefranche, ECR, Gangainagar, Keezhputhupattu Village, Marakkanam Taluk 604303 |
Activity chart of booking Mahindra XUV 500 W11[O] Manual transmission –Vishwanath Krishnan with M/s.Shangalaya Motors. Puducherry- TN 16 H 0753
Date Particulars Remarks
30-Mar-2021 Registration of Car Booking
02-Apr-2021 Surrendered the Old car to the dealer for exchange
09-Apr-2021 Advance Payment of Rs.15 Lakh handed over dated 12-Apr-2021
13-Apr-2021 Payment cheques deposited and realized.
16-Apr-2021 Vehicle is Billed and Loaded on to the Truck. Month of Manufacture -March 2021 Though the Vehicle is manufactured in March 2021.It could have been loaded earlier but it was scheduled only on Apr 12th but finally got loaded on 16th.No reasons given for this delay of 16 days at the factory. This delay has to be addressed by the Mahindra.
20-Apr-2021 Vehicle reached Puducherry yard
27-Apr-2021 Vehicle was at showroom after PDI No reasons given for this delay of7 days. After PDI, dealer did not request for balance payment customer has to visit the showroom to make payment. This delay could have been avoided
27-Apr-2021 Discussions with VH – Sales and balance payment made The balance payment could have been collected on April 12, 2021 itself since the final amount is known.
27-Apr-2021 Insurance NCB upfront paid to issue the Insurance Policy for the new car. NCB could not be availed since Mahindra First Choice did not sell my car. Insurance clarification could have been resolved on April 12, 2021 itself.
28-Apr-2021 Vehicle went for RTO Registration Tidivanam but Vehicle was parked at Villupuram Dealers’ workshop.
29-Apr-2021 Part of the Accessories installed and Vehicle was delivered at home. Handed over copy of the insurance policy Though the accessories person states that he has sent the bill but the bill has not received and also the Original RTO receipt also has not been handed over.
04-May-2021 Equitas Fastag activated and tag handed over to Schangalaya Motors, Puducherry
06-May-2021 Number Plate Delivered Plate with rivet has been delivered, One has to go to the workshop to get it fixed. Customer has to run pillar to post since no shops are open due to covid lock down. Another few more days .This could have been avoided if a proper planning could be done by fixing the frame on the car with proper riveting system and the new number plate can be inserted and sealed This is being carried out in Maruti Suzuki new cars.
06-May-2021 Original documents delivered. 1. My Aadhar address is Mumbai. I have given Ration card and other documents as proof for local address which has been accepted by RTO and registration has been carried out with local address.
2. Original bills have been raised from Villupuram since the Registration is Tamil Nadu Jurisdiction. Mahindra DMS system accepts only Aadhar card address. It is system fault which has to be updated. Aadhar card address cannot be the sole document for proof of address. You should have alternative in order to suit the local conditions.
3. RTO address and Billing address has to be same to comply Jurisdiction Rules. System [DMS] should reject if other state address is picked up for registration
4. Dealers have been appointed Jurisdiction wise. It is a system flaw which Mahindra and the Dealers has to resolve it immediately. They cannot put the Customers into difficulties for their technical flaws and raise the Bill on different State to cover their flaws.
06-May-2021 Fast tag to be installed in the Car Delivered the fast tag token.
Mahindra Part:-
Delay from March 2021 till April 16, 2021 and also upto April 20, 2021. This delay could have been avoided if the logistics and order details are properly monitored which would enable for early delivery. Further, Mahindra customer department of that region has to monitor and ensure that their vehicles are delivered to the customer on the scheduled dates.
Schangalaya Motors should have ERP Package system to upload all the activities starting from Booking till the vehicle is delivered including the Certification of Registration delivered to the Customer.
There are simple things which are in Schangalaya hands viz. sending documents through mail, replies to the queries raised in the e-mail. Fast tag could have been arranged on April 20, 2021itself . The original documents when it is sent to Villupuram for RTO registration, it should have been brought in the car itself. This delay could have been saved. Ifthe Number plate is getting delayed, the temporary plate could have been organized and delivered to the customers.
Though payment made on April 12, 2021, the vehicle cannot be taken out for us until the Registration plate and copy of the RTO and Schangalaya Motors invoice is not received. Upto May 06, 2021.
Further, the software of the DMS has to be updated to accept the proof of address other than Aadhar in order to cater to the local jurisdiction. It cannot be blindly accept Aadhar address which can be of other State address for various reasons. In the absence of Fast tag token and number plate, who is to blame for this causal approach both by Mahindra and their dealer
Most of the lacuna can be resolved by up-gradation of their software so that they can track the delay at each and every activity which can be addressed.
We do understand that both of them will not respond to this mail but they have to introspect on the delay otherwise the share of their car market in this area will slip away under their feet to other competitive manufacturers who are better in servicing the Customers.
The Vehicle was delivered with paint chip out in the bonnet.
K Vishwanath
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