With due respect I would like to bring to your kind notice that i have purchased a Bolero B6(opt) Diesel vehicle from one of your prominent dealers in Bangalore by name “INDIA GARAGE” Palace Cross Road Branch, Bangalore on 06/01/2023.
That within 2 days of purchase I have noticed several defects in the vehicle which are enumerated herein below:-
1:- Music System was not at all working.
2:- Defective side window rubber on all the sides.( To be replaced with new ones)
3:- A/C temperature control switch broken which has to be replaced rather than keeping it intact by using glue or something which was done by one Mr. Harish Naik in the service sector located at Peenya.
4:- Defective Wipers (all three)creating scratches on the glass.
5:- Defective tyres in total all 5( wherein to be specific the rear right tyre did not even sustain for 200 kms and there was a crack in the tyre which resulted in puncture and I was compelled to change the tyre in the night and even the stephney has been the same.
6:- Three foot rests were not installed which even though was promised to be installed soon.
7:- There was some roughness in the gear while shifting it to reverse.
All the aforesaid defects were brought to the notice of the concerned officials in the Palace Cross Road Outlet, by name A:- Shri. Jagadish, B:- Shri Santosh(Who was the person who took the order and delivered me the vehicle) and C:- Smt:- Jenni and the vehicle was handed over to them on 10/01/2023 and there was an absolute assurance from them saying that all the defects will be rectified within 3 days, despite handing over of the vehicle the said personnel have failed to issue me a receipt to that effect constraining to this reason I have sent an email to their official email id and to their respect phone numbers.
It would also be apt to mention that albeit I have issued several emails to there official email id no manager or any other person concerned have had any basic courtesy to respond to my email, this by itself shows that way how this dealership is engaged in interacting with the customers.
Prior to the aforesaid on 09/01/2023 I was directed to visit the service station located at Peenya by Mr. Santosh on the assurance that the wiper blades and the AC Knob would be replaced, but once i reached the service centre the scenario changed once for all and the a person by name Mr. Chethan spoke to me over phone extravagantly saying that how can you come without an appointment and no one is here to serve you if you come directly and this was conveyed back to Mr. Santosh who then assigned another personnel by name Mr. Harish Naik who has conducted preliminary test and found out that the system, AC Knob and the wipers all three were defective and requires to be replaced.
Soon after this I have contacted Mr. Santosh who had the responsibility to set right issues as he was the one who has deliberately delivered the defective vehicle to me without conducting test as to the condition of vehicle, in reply he has stated that he would drop an email to the head office and get approval as to the cost of repair and sought one day time.
Having left with no alternative I was compelled to leave the service centre and on the way while returning back home the rear back side tyre got deflated as it was around 11pm in the night, I had no one to take assistance of as such I replaced the stephney and once it was done, the stephney also showed air deflation but somehow I managed to reach home with a fear of my losing my life as in the defective tyres proved that during movement of the vehicle at any time they may get deflated as a result of the same there were high chances of accident as well, with gods grace this did not happen.
The next day I have called the concerned officials and they did not intend to respond as such keeping my court works aside ( which I was compelled to do) I personally went down to the showroom located at Palace Cross and to my surmise the officials above named did not accept my request of taking the possession of vehicle rather advised me to keep the vehicle and use it, subsequently with the unfortunate incidents that I had to experience within 2 days of purchase of vehicle I did not want to take back the vehicle as such I have handed over the vehicle and directed the officials saying that I will take the delivery of the vehicle only upon personal satisfaction along with certification from the service centre that the above said defects are completely cured and would not have any future complications pertaining to the aforesaid defects or any other arising out of the usage of vehicle.
This request of mine was accepted and they have sent the vehicle to the service centre located at Peenya and I got a call from the same person by name Mr. Harish Naik saying that we will set right all the issues and would deliver the vehicle within 2 days.
Later on this day I, e 13/01/2023 in the morning one person by name MR. GIRISH claiming to be a General Manager of Service Sector, Peenya unit from his mobile number bearing +[protected]called me saying that I need to take the delivery of the vehicle and he has repaired all the parts, in reply I have questioned him to answer in detail as to the works carried out.
Reiterating his above sentence, he has stated that the system is reset and the wiper is replaced and the remaining things would require some more time so given to hear this I have posed a question to him saying that without curing all the defects that were pointed by me how will be able to accept the delivery of the vehicle, to which the said person ought to have replied politely rather he started shouting at me saying that he cannot keep the vehicle in the service centre and in case if the system has any problem in further then he directed me to once again visit the service centre and then he would see to it.
I was completely put to shock and dismay to have hear this from a responsible person probably I would think, started literally shouting at me speaking inordinately threatening me to take the delivery of the vehicle and to go to him when ever he says, earlier to this part one of the personnel by name Mr. Harish Naik after complete test advised that the entire music system has to be changed but this time the General Manager Mr. Girish says that there is no need of replacement and if in case there is any problem then I have to take appointment from this samaratian and go for service.
Pausing here for a moment I would like to pose a question to you sir, that whether should I be given basic respect which every customer deserves that too after having paid the full amount towards the purchase of vehicle in one shot?! In turn the personnel of one of your outlets who ought to have tested the vehicle before delivery have absolutely erred in performance of their duties and on the other part no person from the outlet has basic deference to reply to my emails in which I have expressed my concern.
In continuation of the above the false assurances of the all personnel’s involved in delivering me a defective vehicle and the inordinate behaviour in specific the General Manager Mr. Girish has caused me lot of mental trauma and agony. On the other part having deposited the entire vehicle amount in one shot I have been made to run from pillar to post for no fault of mine and the preposterous behaviour of the employees has made me suffer a lot physically as well mentally.
Primarily handing over of the defective vehicle was vital mistake of the personnel of Palace Cross Road Branch, Secondarily sending me to the service centre which is 11 kms away from the city centre for no reason was a continuation of the first mistake, third is that the defective vehicle’s rear tyre got deflated and there was a big crack on the tyre which even though reported nothing has been done and with this I was left stranded on the roads on the 2nd of the purchase of that vehicle itself. Last would be the inordinate behaviour of the officials even though I have expressed my concern as to the defect of the vehicle and this has also made me lose concentration on my official court work and I have suffered huge loss during the above said tenure which would also require your kind consideration.
In addition to the above trusting the personnel of the outlet I had to sell my old car and took the delivery of this vehicle, but unfortunately the defective vehicle made my situation even worse and now I have been made to take public transport and my official court works have been impeded causing me financial, mental and physical loss.
A cumulative result of the aforesaid would clearly put forth the overt acts committed by the officials belonging to the India Garage dealership Bangalore including service centre, as such after having failed in all attempts to bring to the notice of the officers of the dealership regarding the defects in the vehicle left and suffered a lot, I am writing to you with a fond hope that you would intervene in the above matter and take appropriate stringent action against the erring personnel/officials and direct the concerned persons either to set right the issues forthwith or in the alternative to deliver me a new vehicle or to refund the entire amount along with interest and damages for my sufferance for no fault of mine.
I fondly hope that you would not fail to take note of my email as the others in the dealership and it’s officials have done and it would definitely be a befitting lesson to all such erring personnel in discharging their duties in accordance with the rules and regulations of your company in case any sort of action is initiated from your end regarding my complaint. Further I would also believe and trust that Mahindra and Mahindra having such a wide popularity would not go to such an extent of delivering its customers with defective vehicles.
Thanking you,
Regards
Thribhuvan chakravarthy H Y
Advocate
Bangalore
[protected]@yahoo.com
Details of the vehicle:-
Bolero B6(opt)
Diesel Vehicle
KA 03 NP 3989
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