Tvs Motor Company — poor customer service by, tvs, mahindra maradu kochi
Kochi, Kerala, India
AjAjojoy0009 on May 16, 2019
I would like to register a complaint for the bad customer care service that i experienced at tvs mahindra, maradu office, kochi. I was not expecting the customer service to be in such a degraded shape for a reputed mnc like yours.
I booked a vehicle (Xuv 300, w8 (O) p) 25 days before from saudi arabia, where i work, so that i could give my family a surprise on my short vacation of 7 days. I paid the amount in full in advance. Initially i was delighted as the car was booked on time and expected delivery was the same as promised. A few days later, i called the customer care executive to install accessories as per my requirements, so that on the day i land in india, i could take the car home as a surprise as planned. 1 day before reaching india, i talked with customer care executive to check the status of accessories installation, and the confirmed that they have already finished installation and the car is ready for collection. On the day i reached india, i visited showroom to collect the car with my family, but to my utter disappointment i found out that they had not been even cleaned the car properly, let alone the issue of accessories. Then i decided to take car without accessories and confirmed with your executive for documentation formalities for rto registration. The executive verified that all the documents are complete and only thing that needs to be done is to take the documents to rto or agency and they will do the rest. Then i left back for saudi arabia and informed my brother to take care of registration. My brother visited rto and there he was informed that car does not have fast tag. I called executive and he said that it was their mistake and they forgot to inform us. Then again after getting it done, my brother went to rto, yet again he was informed there that form 20 is missing. My brother called executive and they informed that the original form is available and that we have to visit the showroom to collect it from there which is quite far from the area i live.
I don’t understand why there were no details of these shared with us at the time of car collection and documentation as we lost many days for registration. And the last time when i contacted customer care executive about the same, to my surprise, he shouted on me and yelled that all the rest of documentation is customers responsibility. Now, this is not that first time we have booked a car, and i was delighted to add a mahindra car to our family, unfortunately i have had the worst experience from customer care so far. I also understand that these issues may have been because of the new registration procedures which were implemented in india recently, but customers have the right to be answered with politeness upon enquiry.
So to put it in a nutshell, i would like to share the experience in few points:
•good customer support to the point of delivery.
•worst customer support after sales.
•satisfactory first vehicle service.
Booking reference# : 013/04/19
[May 16, 2019] TVS Motor Company customer support has been notified about the posted complaint.
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