Complaints India

Hi

See this is what I suffer by owning a scorpio and expecting for a reasonable level of service standards.
I have not received my car as yet without any intimation from Bhasin Motors or Mahindra.

I also called up and texted (sms’ed) Mr,/ Col. G. K. Singh (Works Manager at Bhasin Motors) at his mobile number @ 9871091120 but with no response.

I am really happy to own a performing car like Scorpio but real sad to see the pathetic response from the company and the dealership both on the service standards.

I am clueless on what to do now and since I have bought this car, anyhow I have to drive it for few years as I cannot afford to change car so soon within a year of its (so-called proud) purchase.

You can very well see that how it has taken my sleep away that I am bound to write mail at this odd hours at 2358 hours (mid-night).

I am really clueless.

I have no options but to use a commercial cab / taxi service to perform my daily chores. I will definitely look forward to the bill reimbursement.
(I am no more proud owner of my SCORPIO)


Best regards
Manish Agrawal
+91. 9971583888



From: Manish Agrawal [mailto:manishagrawal.in@gmail.com]
Sent: 12 March 2011 20:57
To: customercare@mahindra.com; jain.shobhit@mahindra.com
Cc: sales.bhasinmotors@gmail.com; 'Bhasin Motors'
Subject: FW: Fog Lamp Kit Repalcement by Mahindra for Scorpio
Importance: High

Dear Shobhit / Concerned

Forwarding this mail at 8.58pm after waiting till 8.30pm which was the time committed for delivery.
My Saturday (which just comes twice a month ie 2nd and 4th one as holiday) has been spoilt as I cannot move out.

I will help Bhasin Motors and Mahindra responsible for any mode of transportation I hire for my movement tomorrow.
Please let me know to whom I should produce the cab bills for reimbursement and also what remedy the principal company Mahindra and its service partner Bhasin Motors will be giving for the inconvenience I have suffered today and maybe tomorrow.

Best regards
Manish Agrawal




From: Manish Agrawal [mailto:manishagrawal.in@gmail.com]
Sent: 12 March 2011 19:34
To: customercare@mahindra.com
Cc: jain.shobhit@mahindra.com
Subject: FW: Fog Lamp Kit Repalcement by Mahindra for Scorpio
Importance: High

Dear Concerned / Shobhit

It has become a routine to me now.
Today I had given my scorpio for servicing and as usual (trademarked service standards) the below-mentioned pain areas:

- Despite giving clear cut instructions that the key should not be left in the car, it was left thrice and everytime the window beeding was taken out to open the door and take the key out. I am really very finicky about this (Sorry, if you are not and I beg to and happily would choose to differ) and if you can read this entire chain of communication in this very mail, you will understand this.

- During last servicing I had my wheel balancing and alignment done, on which I have complaints. Why in one single instance everything is done (though communicated always that it has been done perfectly : Blatant Lie)

- It has been a routine that whenever I give my car for servicing (always at authorised service station ie Bhasin Motors) just to ensure that I get the best for my car, I never get the best except for repeated calls, subsequent visits for corrective measures / complaints and taking unwanted pain and tensions on my head.

- I was told in the afternoon at around 3 pm that the car would be delivered to me latest by 5pm. And when I checked at 5pm I was told that it would reach me by 6.30pm and when again I checked out at 7pm after long wait, I was told that it would reach me by 8.30pm (Yet I have not received: time now 7.35pm
My concern on this is because of:
• I cannot thoroughly check at the time of taking delivery
• I cannot take a test drive and make out the things done of which I had complained
• I had plans for this Saturday evening which has gone awry

I am really serious about the way I always treated from a reputed brand (read Mahindra) authorised service centre. Leave aside all the jargons of customer satisfaction, it’s always a pain that I get by trusting so-called trusted Mahindra Partners.

I do not know whether I will get any response from you or not as the history itself has proved that, nothing happens on genuine customer concerns / feedback, and life goes on at Bhasin Motors: Definitely Bhasin Motors is not going to lose anything if an individual like me stops visiting them.

But this issue of genuine concern and customer satisfaction would always be questioned by such kind of pathetic response.

Let me accept that I have become hopeless and do not expect any radical changes from Bhasin Motors as it has never happened during my past relationship with them for almost a year, the day when I had purchased by car from them.

But yes, as a responsible citizen, I am sending a letter of complaints to national service head, national sales head with a copy to the chairman.

Best regards
Manish Agrawal




From: Manish Agrawal [mailto:manishagrawal.in@gmail.com]
Sent: 03 February 2011 14:18
To: CUSTOMERCARE@mahindra.com
Cc: JAIN.SHOBHIT@mahindra.com
Subject: RE: Fog Lamp Kit Repalcement by Mahindra for Scorpio
Importance: High

Dear Customer Care

Again an example of carelessness.
Today, have received the Top Gear card with the wrong name spelling.

The card spells the name as “Shikee Upadhya” which should be “SHIKHEE UPADHYA”

Now tell me, what needs to be done now.

Regards
Manish Agrawal


From: CUSTOMERCARE@mahindra.com [mailto:CUSTOMERCARE@mahindra.com]
Sent: 29 January 2011 15:15
To: manishagrawal.in@gmail.com
Cc: JAIN.SHOBHIT@mahindra.com
Subject: RE: Fog Lamp Kit Repalcement by Mahindra for Scorpio

Dear Mr. Agrawal,

We have taken a note of your concern and advised our concern team to address the same.

Thanks & Regards
Priya Kulkarni
Customer Care-Automotive Sector
Phone – 022 2846 8525
Email Customercare@mahindra.com

From: Manish Agrawal [mailto:manishagrawal.in@gmail.com]
Sent: Friday, January 28, 2011 7:42 PM
To: CUSTOMERCARE
Cc: JAIN SHOBHIT
Subject: RE: Fog Lamp Kit Repalcement by Mahindra for Scorpio
Importance: High

Hi

Please let me know what do I need to do for the name correction on the “Top Gear” membership card.
Also send me details on this membership benefits.

The name that I have received on card “ Shikha Upadhya” which has to be “Shikhee Upadhya”

Regards
Manish


From: CUSTOMERCARE@mahindra.com [mailto:CUSTOMERCARE@mahindra.com]
Sent: 11 January 2011 17:15
To: manishagrawal.in@gmail.com
Cc: JAIN.SHOBHIT@mahindra.com
Subject: RE: Fog Lamp Kit Repalcement by Mahindra for Scorpio

Dear Mr. Agarwal,

We sincerely regret the inconvenience caused to you. We are requesting our Customer Care Manager in Delhi Area Office Mr. Shobhit Jain to get in touch with you and take appropriate measures as required. Kindly bear with us in the meanwhile.

Thanks & Regards
Priya Kulkarni
Customer Care-Automotive Sector
Phone – 022 2846 8525
Email Customercare@mahindra.com

From: Manish Agrawal [mailto:manishagrawal.in@gmail.com]
Sent: Tuesday, January 11, 2011 4:45 PM
To: KRISHNAN RAGHAV
Cc: CUSTOMERCARE
Subject: FW: Fog Lamp Kit Repalcement by Mahindra for Scorpio
Importance: High

Dear Raghav

Finally after lots of persistent and follow-ups, the fog lamp kit was changed. Though it ate up my entire day standing at the Bhasin Motors, I was happy that long months of follow-ups brought some fruit (read response)...

But, you know what next ...............??

Few days back, during a general check I found that again there was some water / dew inside the fog lamp.
Again I called up the Bhasin Motors, and was surprised with the response.

I was told that, the replacing fog lamp was from the same defective lot and I need to wait for another few weeks for getting the corrected fog lamps from Mahindra facility.

Is this how your customer services department run? Are we Mahindra Scorpio owners are supposed to take one day out every week do some thankless pastime sitting at the dealership / service centre??
It would have been better if they could have told me that the fog lamps which they are replacing are from the same defective lot and it’s better to wait for few more days than to be happy and kill some of our precious time??
Really ridiculous !!

Apart from this, I have few other complaints and concerns, viz (and these are either out of the same long pending list or created every time the car visits the service centre):

- Problem in the back door (fifth one) locking system. It’s not working and I have checked with Nippon whose guy after inspecting said that the switch which has the problem is supplied by Mahindra and it’s the service centre, which would get it corrected. When I contacted service centre they said that it’s the security system supplier problem..
So, the problem still hangs in between without any solution

- After months’ of follow-ups on the gear shift problem, finally I got a call from Bhasin Motors that they have got the gear set from Mahindra and I should send my Scorpio to get it fitted. After sending it and waiting for one full day., in late evening I was told that there was no need for changing as they have done some adjustment and it should not give me any further problem. It’s fine, if the problem is corrected but the bigger issue is the information gap... I should have told about this earlier itself and not at the time of taking delivery. I am also told that I need to drive for next 5k kilometres and if in case I face some problem then again they would call my call for changing the gear kit...
Now this has made me insecure in terms of the health of my engine and the overall performance and I drive with a sense of in-security not with the confidence which I used to have previously.. Is, there anyone who can understand this ordeal of a consumer, please....??

- After coming from the service station (after 5 th service), I don’t know what has been done to my gear lock lever, it’s not locking up. Perhaps, at the service station, someone has moulded it for whatever checking / correction and did not put it in the previous alignment.
This talks about the carelessness and the apathy the customer services have...
The entire dashboard and the gear cabinet had marks of grease which is not expected from the authorised service professional. They act as if local road side village mechanics who neither understand the meaning of customer services and hygiene or are demanded the same.

- After long follow-ups on phone, e-mails and personal meetings (with you Mr. Raghav too), I got the membership card of “Top Gear” but again as usual, how could it be satisfying the correct....
The name on the card is wrong / mis-spelt
The key chain received with that is rusted
----- Should I again start doing follow-ups for name correction after months of follow-ups for the membership card??

- Even after repeated reminders / instructions (had gone to the extent of taking pain of writing it in bold letters on the service request) for not leaving the key inside the car, it was left inside thrice in one single day and every time some “engineering” was done replacing window beeds, pulling out the window glass (which has not lots of scratches on it) to get the car opened. The door has become hard now with many scratches on the window and the side door.

There might be thousands of people who do not mind couple of scratches or whether the door is hard or is working properly, but I am a bit different. I love my Scorpio and hate people playing with it ruthlessly at the service centre. Their job is to take proper care, attention to details and keep the consumer happy and satisfied (of which I never get any feel)

So far, I was of the view that, the car is pretty safe if I lock it, now my confidence in it’s security system / mechanism has completely shaken. I have already lost one brand new car and don’t want to take any chances again. Need some explanation on this from the customer services department of Mahindra (and not Bhasis Motors).

Every time I give my car to service centre, I get some new surprise in terms of some hanging wire somewhere, the lost fixtures like car perfume and idol on dashboard etc.

Is there any redressal to these teething problems or do I need to live with it, just because now I have bought the car..???

Thanks & regards
Manish Agrawal
9971583888




From: Manish Agrawal [mailto:manishagrawal.in@gmail.com]
Sent: 08 November 2010 17:16
To: KRISHNAN.RAGHAV@mahindra.com
Subject: Re: Fog Lamp Kit Repalcement by Mahindra for Scorpio

Hi Raghav

It was nice speaking with you today.
I will be waiting for your revert on fog lamps kit change, please try doing so at the earliest.

My other concerns and requests are:

1. Top Gear Membership
2. Bad service quality at Bhasin Motors. Since beginning (till now ie 4th service @ 20k kms) I have been serviced by Bhasin Motors itself, but petty problems like;
2.1 Not explaining the work done
2.2 Bad cleaning job
2.3 Despite reminders for past 15k kms, no heed on the wind shield cleaning which has got few small spots
2.4 Mal-functioning (or requires a better explanation) of Turbo functioning
2.5 Un-educated and not-concerned service staff
2.6 Everytime I complaint of something it has been trend that though that particular problem has been solved but something else related crops up.. This talks about the carelessness of the staff regarding quality service standards

Request you to look into this and resolve.

Best regards
Manish Agrawal
+91. 9971583888



On 08-11-2010 15:03, KRISHNAN.RAGHAV@mahindra.com wrote:
Dear Mr. Agrawal,

Thanks for writing to us and I’m sorry for the delay in contacting you.

As per our discussion, I shall look into your concerns regarding availability of Fog Lamps.
As soon as the parts are available at our dealer M/s Bhasin Motors, we shall communicate the same to you over phone.

Your concern regarding Top Gear form that you were unable to fill online despite assistance from our dealer is also noted.
The same shall be looked into by our concerned team who will revert back to you with a final solution as soon as possible.

Regards,
Raghav

From: Manish Agrawal [mailto:manishagrawal.in@gmail.com]
Sent: Saturday, November 06, 2010 10:51
To: manishagrawal.in@gmail.com
Cc: CUSTOMERCARE; KRISHNAN RAGHAV
Subject: Re: Fog Lamp Kit Repalcement by Mahindra for Scorpio

Dear Mr. Raghav

Will be waiting for any revert from your end.

Wish you and your family a very happy and prosperous Diwali

Regards
Manish Agrawal


On 04-11-2010 18:17, Manish Agrawal wrote:
Thanks for your revert.
I will be waiting

Regards
Manish Agrawal



On 04-11-2010 18:16, CUSTOMERCARE@mahindra.com wrote:
Dear Mr. Agrawal,

We are sorry for the delay. This E-mail is copied to Mr. Raghav Krishnan for necessary actions. Please bear with us in the meanwhile.

Thanks & Regards
Priya Kulkarni
Customer Care-Automotive Sector
Phone – 022 2846 8525
Email Customercare@mahindra.com

From: Manish Agrawal [mailto:manishagrawal.in@gmail.com]
Sent: Thursday, November 04, 2010 12:52 PM
To: CUSTOMERCARE
Subject: Fwd: Fog Lamp Kit Repalcement by Mahindra for Scorpio

Request for a revert from your end.

Regards
Manish



-------- Original Message --------
Subject: Fog Lamp Kit Repalcement by Mahindra for Scorpio
Date: Tue, 02 Nov 2010 22:46:30 +0530
From: Manish Agrawal

Reply-To: manishagrawal.in@gmail.com

To: CUSTOMERCARE@mahindra.com



Dear Customer Care

As decided by Mahindra, the fog lamp kit has to be changed of my Scorpio (DL 3C AS 3479).
I have been doing follow-ups for past approx 2 months for getting this done, but everytime I approach "Bhasin Motors" I get the response that it's not there in stock and I will be called as soon as the stock from Mahindra reaches them.

What inside information I have got at Bhasin Motors is though they are getting the complete replacement kit from Mahindra, they are changing for the vehicles of their near and dear ones, not following the customer queue as per the car purchase date.

Request you to look into it and get this done for my Scorpio.

Regards
Manish Agrawal
+91. 9971583888

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