Impressed by how Mahindra service centre handled my XUV700's ESP issue

Whenever the SUV goes over a medium or large hump at about 20-30 km/h, 3 out of 10 times, the ESP kicks in.

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The things are not as great as they sound - let's just get that straight. And before we really reach the conclusion, please read on.

Let me get the weight off my head first: current summary of ASC visits:

• Number of Visits to ASC for prescribed service - 01
• Number of Visits to ASC out of interest/ Accessories - 01
• Number of Visits to ASC that I did not expect to take place - 04. Two is the number of job card records, the visits were actually 04.

And the third bullet point is what must have been avoided. There are two instances when the car was not with me (not parked where it belongs). Both are related to the last bullet point.

I've been facing an issue with the SUVs ESP. Whenever the car goes over a medium or large size hump at about 20-30 kmph, 3 out of 10 times the ESP kicks in. The issue itself isn't reproducible - I have done numerous drives along with technicians to no avail. But technicians have found the trace of the issue in the error logs. Apparently, there is a communication failure between the main module and ESP/ some other stuff.

Since I knew the Chrome Motors staff and trusted them with my old cheetah, I preferred them to look at this issue and fix it. On the very first visit, we applied the Android Auto update and did all pending software flashing. There was a TSB (Technical Service bulletin) asking them to do software flashing and expected to have issues related to displays, errors, etc to be fixed. We expected to fix the HHC error. And it did, except for the ESP blinking light.

When I went back again to Chrome asking for more investigation and details of what the root cause is, they opened the TAR (Technical Assistance Report) to seek intervention from the TechNet (the CoTek network and support system at M&M). The TechNet guys are tasked with supporting countrywide issues that the ASCs cannot fix - be it mechanical or software or anything else related to the machine. The TAR resulted in refreshing the software. The focus though was on the silver box. The silver box is a term M&M uses for the audio head unit. It basically powers all personalization and features related to the connected car experience. At this second flashing instance, ASC and TechNet wanted to see if the error is reproduced. They kept my car for two days and gave a loaner XUV5OO AT. When they could not reproduce issues (but I could notice) they concluded that the car needs a newer silver box. They returned my car, placed the order for a replacement silver box (under warranty claim), and asked me to come back when the part arrives. Now, this was a great experience with M&M and Chrome Motors. They both worked perfectly synced with each other, ensuring zero interruptions to my schedule or plans. Since the ESP kicking in isn’t an issue that was causing any problems so far, we were all fine with this being sorted in a leisurely manner.

Last weekend, I got a call from Chrome Motors that the part has arrived and I can bring the car for replacement, flashing. It would take about 3-4 hours. All excited, I went to Chrome motors on Saturday. But the stars were probably not aligned well - it took us an entire day and yet unable to flash the software on the replaced silver box to enable the connected car features! The flashing process would stop halfway through! The technicians tried every possible way to do things - power recycling, fresh installation, network-related debugging, getting TechNet involved in live sessions - but the car wouldn’t budge to get back into the connected world. While the car was fine to drive around, I preferred to leave it behind and return home on Saturday. There were just way too many errors due to half-flashed silver box software. Sunday went by and Monday was the day Chrome CoTek put his foot down and decided to flash the software to whatever possible extent, ask for another replacement, and let the car be taken out. The TechNet also advised on similar lines. This time the issue was escalated to the highest possible level (as per ASC). I took the car back home on Monday. Chrome motors did a fantastic job - they used all the waiting time on Monday to clean the car inside out, complimentary! The engine bay was dusty - it got cleaned to my pleasant surprise! 10/10 for this easter egg!

On Wednesday evening, I got a call that the new silver box has been received by Chrome Motors and I should be bringing the vehicle to get it fitted - I wasn’t very excited if things would work but nevertheless, I went in there. They opened the brand new box piece in front of me, got fired, and continued on the same RO and TAR. Got the new box activated with connectivity as well as completed flashing - this time without any issues! The work that started around 10 am was over by around 12.30 pm! All cleared, new silver box fitted and flashed - the car is out again on the road sparkling at its best! I am going to take it for a long drive over the weekend and will report back if any issues (especially ESP kicking in at low speeds over the hump!).

I must state that - M&M did a fantastic job. Ensured the right TechNet members were involved, the replacement parts are disputed on priority and fitted. At no point, do I needed to get on a call with any of the M&M folks! Just one update message to and from the TechNet lead over WhatsApp was all I was involved with. Rest all was done between M&M TechNet and Chrome Staff. This combo is my biggest and most important piece of owing the Mahindra car! Kudos to both.

The things to note during this ordeal:

• The Silverbox is manufactured and programmed by Visteon. (XUV5OO was Nippon).
• The Silverbox also has the unique IMEI and probably an eSIM that provides all connected car features. If the box is defunct, you only lose the features related to it - such as navigation, entertainment, etc. I did not try the ADAS features while this thing was going on though.
• The silver box replacement needs a good amount of effort. It’s mounted vertically, closer to the A-pillar base, and needs the glove box and panel to be removed entirely on the passenger side. I am not praying that there won’t be any rattles from there.
• The silver box replacement includes - disabling the existing box through the M&M network, fitting a new box, and then again enabling a new box with your car on the M&M network. All of this needs connectivity and must be done in close coordination with M&M. If any steps are skipped, interrupted, or stuck can lead to more trouble.

I hope this episode ends here and we resume our good times with The Red Sparkle!

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