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|29th May 2007, 12:26||#1|
Join Date: Mar 2007
TVS as Scorpio & Logan Dealer in Kerala
Dealing with mid size car or SUV segment, i still wonder why Mahindra is stuck with TVS for their Scorpio & Renault Logan sales & service in Kerala. I bought my Scorpio T4 on 1st Jan of 2005 and i got the delivery by around 5 in the evening with a ceremony & photo session. when i drove out of the showroom i realised two things which is the instrument cluster is not functioning & the tyres are under pressured. i immediately called the dealership & got a reply that being a saturday the service centre is closed afternoon & next day is sunday. My first minute experience after spending almost 8 lakhs for a car & the best part is this car came through the so-called PDI. Everything went on fine till the first service & immediatley after that i got stranded in the highway for almost 9 hours as my fuel pump failed. I got it replaced and then the 109 bhp car started to run like a jeep. There was nod body to listen my problem as they keep on telling me that this is the way it is. i had to throw the keys in front of a mahindra officer to get a proper service & i was directed to the Kochi service centre. I met few people there who are committed to their job and i had a happy time since then even though i had to change the pump 3 times to get back to the normal performance levels. Now i was shocked to know that they all have resigned. I got my car back after the 45k km service with full of grease in the door pads where i have installed the JBL components & cross over and my screen & cables of the reverse camera were played with & making a complaint, i got a very cold response. My point is when will they learn to differentiate between a taxi driver & a customer?
In this competitive passenger car world - why mahindra is not thinking about another dealership which will create a competition within and improve the service quality & also not realising that just by laying down the process for customer service will not satisfy an end user. Why every thing is people depended and not process oriented?
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