I bought home my XUV exactly 4 months back,White W6 variant. Bought it from India Garage at St Marks road,Bangalore.Buying experience was pretty satisfactory.
I purchased a set of 5 alloy wheels, head rest monitors & illuminated scuff plates from them and got car mats,side claddings,car cover & an ambipur as free accessories from them.
Drove 5380Kms as of now and I have to say that I am very very happy with the XUV so far.It has lived up to all my expectations.Went twice to Kerala, Ooty,and a recent trip to Srisailam near Hyderabad,couple of trips to Nandi hills,Mysore etc and still "Ye dil mange more
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Now a few upsetting parts of the whole experience
The "free"side cladding's were fixed by them in such a hurry that it was mis-aligned.They even used some kind of an adhesive which was all over the surrounding areas(was not visible at the time of delivery but very evident later on)
The headrest monitors felt very flimsy from day one and wouldn't read a dvd during my first visit to Kerala.
During delivery the sales adviser Mr Shiva did explain in detail all about Purple Club which sounded very rosy-rosy and told me that I will be assigned a
Relationship Manager shortlyand would be calling me soon.That never happened and even i dint bother to check.
In the mean time got a customer survey call from M&M asking about my experience so far and i did narrate.The very next day i get a call from the sales adviser with apologies and promises to look into all the issues.I was assigned an RM then and there,and his contact number shared.
After reaching Bangalore went to India Garage to get the issues fixed .Headrest monitor had a few loose connections and was fixed back by the accessories guys and reg the cladding's they just refused to acknowledge that its mis aligned and the adhesive part they told me to wash the car and use something like petrol to wipe it off.Luckily another XUV came into the parking yard and i could show them the perfectly done claddings for which they hesitantly removed one of the cladding's and fixed it back using some adhesive again spilling it all over around.I dint want to experiment further and left the place expressing my dismay but thanking them.
Came back home and called up my Personal RM Mr Umesh at India garage work shop at Whitefield for
my introduction and the cladding issue.He asked me to get the vehicle to the garage for an inspection for which i thankfully refused and suggested to do it during 1st service.
Then finally came the 1st service day.Instead of using their pick up and drop facility i thought of visiting the place myself since i have a "Personal RM and i could explain things (had a few other minor niggles as well like gears being hard,outside smell coming in,instrument cluster and seats making noise etc) better to the RM and to top it all one of the head rest monitors legs got unscrewed and fell into the groove holding it.So now i had a hanging head rest.
Called the RM at 9am in the morning and requested for a service slot.He said he is driving and would call me back which never happened so when i called him back again after half an hour he said even though its a busy day he would accommodate me in.
When i reached there and told the receptionist that I am there for 1st service and would like to see Mr RM She said "Mr Umesh doesn't attend free services.He attends to only paid service cars".I felt shocked and i told her that i need to meet him because he is my
PRM and showed her a flex board in her own office depicting
http://mahindraxuv500.com/product/thepurpleclub.htm
Then she said she would call Mr Umesh and asked me to wait at the customer lounge.I waited for more than half an hour and checked with her again.She said she has informed him already and he is on his way.Waited again for 15-20 mins and called Mr RM on his mobile for which he replied he is on his way.Next half an hour went past looking around and i saw there were a couple of guys in India garage uniform just casually attending to walk-in customers promptly.after an hour or so went back to the receptionist and asked her again for which she replies "Mr Umesh is here already" and points out to a guy who was already there some 15 mins back
casually attending walk-in customers and completely ignoring me. I politely turned back to the receptionist and asked her "Why is he not attending my car?I had been waiting for more than an hour now" for which she again replied that i have told him already he does only
paid service,(Specially trained in money making is it?) and which was very evident by then.
I said "OK now what ever dont need any PRM or RM,just send any one.I am getting late and need to get my car serviced.Then she called upon Mr Sinu And Mr Sujith Thomas to look into my case.Both very courteous,Promised to look into all my issues.The side cladding's they agreed was not fixed properly but said a replacement is possible only from the sales side as they were the ones who fixed it.Called the sales guy Mr Shiva again who after a few discussions with some one said "please get the car back to showroom and we will fix it" I had enough of it and i said its the same "India Garage" "Why cant you guys sort it among yourselves?After all its your mistake".For which Shiva said "Sorry sir I can help you only if you come to the showroom". I told myself i had enough and told the Mr Sinu to fix new cladding's and i will pay for them.
Headrest monitor even though it is a genuine Mahindra accessory bought from the dealer itself,its actually someone from outside who deals with it.Again another round of calls to him to get the monitor fixed and finally he turns up and takes the monitor with him saying he has to open it and fix it and blah blah and even though its under warranty it might be broken and hence i will have to pay and could be home delivered but only after 2 days.I hardly played a movie on that,and paid close to 25000 rs for that thing
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The car is still at India garage and i have to pick it up tomorrow morning.I really hope they have done a good job.
Sorry for such a long post but really frustrating.
Why promise RM's and PRM's if you cant live up to it?
Why approve such flimsy accessories for such a rugged vehicle?
Why do lousy jobs just because its free?