2023 Tata Nexon: My not-so-great buying experience

I am already dreading the first service. All the posts here are pointing to more trouble ahead.

BHPian kskumaraxa1660 recently shared this with other enthusiasts.

The power of TEAM BHP: Two days into this post, I got a call from the sales head of Key Motorrs about the post and collected the info. It was surprising that they were actually looking into Team-BHP posts as her team hardly showed any interest in resolving the problems when I visited them more than 6 to 8 times before this. Anyway, I am thankful to her for that and TeamBHP through which I could reach her. Immediately, was assured that a different vehicle would be allotted and get the vehicle to their Kanakapura Road branch for inspection.

2 days passed by, and she kept her word and brought the vehicle to the branch for PDI. Finished the inspection. We were fine with this unit. The same day, we also met the VP of sales with whom the areas of improvement were discussed. He assured us to improve the processes for better.

Cut to the day of delivery, we went to the branch at the designated time and found that the fuel lid had some sort of heat damage which is very evident. The team lead and CRM tried to brush aside initially stating it was not polished properly etc. but eventually took photos and said it would be replaced by the service center. We took delivery and left.

Within 2 km from the branch, we stopped to fill the tank. The filling station guy brought it to our attention that the front left side wheel well cladding came off. So much for the quality controls of Tata. The plastic hinge which should keep it in place was not locking correctly. Called and messaged the team lead and CRM but they were off duty by then. Though we pushed it back, it will come off within 200 meters of running. Onlookers kept honking and drawing our attention to it. Frustrated, my brother found a piece of wire on the road and tied it. Imagine the expression on friends' and neighbours' faces who wanted to check out the new vehicle and they see this wire jugaad. This become a trending topic in my apartment and I a laughing stock for spending lakhs for a vehicle whose parts are tied together with wire.

As I got tied up, couldn't visit their service centre for 3 days. In the meantime, CRM or TL haven't made any progress. Third day, went to their service centre, and they again took pictures of the fuel lid and wheel well cladding to get a replacement. Assured that they will call once it's received. I am still waiting to hear from them. For the wheel well, their body shop mechanic put a couple of screws in to fix it into place.

Overall my buying experience hadn't been great. In fact, I am already dreading the first service. All the posts here are pointing to more trouble ahead. As I said earlier, though I really appreciate the sales head's involvement after looking at my post in TeamBHP, it's a shame that she had to in the first place. Customers shouldn't bear the cross for inefficiencies of dealerships and write about their misery online to get a VP or sales head to step in for the crisis mgmt.

Hopefully, TATA will pay attention to gaps in their quality controls at the manufacturing stage and have stringent measures to ensure customer experience is good at dealerships. The same goes for Key Motorrs as well. It's not as easy as adding an extra alphabet to the name per numerological calculations. Now they are riding the boom in the PV segment, however, to sustain and improve their overall brand, quite a lot more needs to be done. As an Indian, nothing pleases me more than if an Indian company achieves higher standards in products and customer service.

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