Quote:
Originally Posted by SDP What issues are you facing? Customer-care-area-manager is a right place to start unless you are talking about something really really serious. You can get the email and cellphone number from your service-center. In Mumbai, where do you get your XUV serviced? |
This is what i have drafted.
Dear Sir,
I am writing this letter to you as a last resort of grievance redressal as I believe I have been thoroughly harassed by the sales group of Mahindra & Mahindra (NBS International) after I booked my Mahindra XUV 5OO. As a customer I feel that I have been lied to, duped multiple times, and the term 'transperancy' to my knowledge is unknown to the Sales Managers working at NBS International in your Andheri West, Mumbai branch.
I booked a XUV 500 (W8) from your Andheri West Showroom on the 11th of April 2013 in exchange for my Honda City and was helped by a Sales Executive Joselyn Periera. Joselyn, helped us out and went out of his way during the test drive and with all our pre-purchase queries and we were sold on the car. I requested to your dealership that I would like the car to be delivered to us on 25th April 2013, Hanuman Jayanti as it is an auspicious day and I was guaranteed time and time again not to worry about the date as the car was already available and NBS would get it processed and delivered to us on the 25th i.e today. After all the loan paperwork and everything finished on Friday the 19th of April, I was told that the car would be sent for Passing and Registration on Saturday (20th April 2013) or Monday and the procedure would be completed on or before Thursday in time for delivery. I was promised repeatedly by Afwan Boral (Asst Sales Manager- Field), who had taken lead on the sale from Jocelyn after we had given the payment to NBS. Since I also reside in Thane (outside octroi Limit) i requested the car to be registered from there and all documentation requested needed to be from there. I provided NBS with the documentation requested but i was told that the documentation could be inadequate and i would have to go to the RTO when passing of the car would be done from the RTO which would be on Tuesday after Monday being allocated to temporary registration for the Car. I called Jocelyn on Monday at around 4-5 PM and was told by him that the car has gone for temporary registration today and Mr. Boral would be in touch with me about the time and place and the Point of Contact to meet at the RTO the following morning for Passing to prove residence in Thane. Me and my Father both cancelled our business meetings for Tuesday morning, cleared our schedule and were awaiting a call from NBS in the morning on the time to reach Thane RTO. There was no call from Afwan. On calling Afwan, I was told that the Pre-registration on the car hadn't been the day before as the RTO was observing a strike on Monday and that we would have to go to the RTO on Thursday morning. I found this fishy and did my research. I called the RTO in Thane and also the Agent from NBS International at the RTO in Thane. The RTO office told me they had been working on Monday and had conducted business as usual. On speaking to the agent and asking him for an update, he told me he had not recieved any file for the registration of a XUV 5OO from NBS Int'l in our name. I immediately called Afwan and asked him about this. Afwan had his replies armed with and said he is doing it from a **DIFFERENT** method and I need not worry about it but just go to the RTO on Thursday. I was again given a personal guarantee from Afwan that the car would be delivered on Thursday come what may.
Today morning, I co-ordinated with Afwan and was told by him to reach the RTO at 12:00 PM. Again today, me and my father both cleared our work schedules and went to Thane to the RTO. After we reached the RTO and met the agent there on behalf of NBS, we asked him the purpose we were needed at the RTO. I felt that neither me nor my Father has ever been humiliated ever before in our life like this. His reply was " I dont know why ya'll are here, Who asked ya'll to come. I'll do my work when i have to". We told him that we were sent by NBS Int'l itself because they said that the RTO officer would want to meet us, to which he again arrogantly replied saying " I'll deal that later. I don't need ya'll here". He went thru our file and started asking for random address proof letters which we were never told to carry by your showroom in Andheri. Somehow after an hour or two of co-ordination with my residence and a few faxes being sent to and fro we gave him the papers he wanted . The NBS agent satisfied at that point said we could go back home now. We questioned him again what exactly was our purpose of visit if we only gave him a few papers which we could have given the showroom, days before if only they would have asked us. He just gave us a 'I dont care' look and proceeded ahead. I asked him how long would the paperwork take to finish and if he needed any more assistance from us. He answered that he would take care of everything and that he would make sure the car was Passed, Registered and ready to be delivered by evening. We departed from the RTO at 4:30 PM again a whole day wasted. On the way back my father called Mr. Boral from NBS Intl, Andheri and told him everything what had happened over there. Obviously, you cannot expect anyone to keep his cool after all this and my father gave Mr. Boral a stern word about how he was thoroughly disappointed in NBS Intl and Mahindra for the way they deal with customers. Afwan again guaranteed that he would have the car ready by evening as he had just spoken to the RTO personal for NBS for us as the car was already in the workshop and what remained were just the papers. After 30-45 minutes, still on the way back from Thane, I received a call from Afwan, who requested to speak to me. I told him I was around his showroom and I would drop by in few minutes. When i reached the showroom, Afwan informed me the Car was in the Raey Road workshop and that the workshop had suffered massive power outage by a fire in the meter room and fire at the workshop and was explained very theatrically from him how dangerous that was and that he hadn't completed the Pre Delivery Inspection nor the programming of the Infotainment system nor the ECU in the car. It was already 5 o'clock and I failed to understand how he still didn't have all the above things ready at 5 PM if he had promised me delivery at 6-7 PM. He told me the Head Manager, and the other higher team at NBS Intl were co-ordinating with the Raey Road workshop to get temporary power to be able to deliver my car and said that if not possible he will deliver the car to me the next day i.e tomorrow. He assured me that the issues were out of his hand and that hadnt the power failed he would have delivered the car to me. Tired with the lies and the unreasonable, unneeded travel for the day I came back home and called the NBS RTO agent i had been with the whole morning to confirm if all paperwork was done at least.
He told me that the passing was done but the number allocation was still remaining which he would do the next day as he was busy with *other work* and that he would procure that around mid-day tomorrow A few minutes later Afwan Boral called and informed me that the car paperwork was finished, but the car wouldn't be ready today due to the outage and that he would need the morning tomorrow to deliver the car and would be done by mid-day.
Please tell me who to believe?? Is this the kind of service offered?? Where is the transparency in the dealings?? Why does everyone at Mahindra have a different story for everything?? I am really very disappointed in the sales service that NBS International ( a Mahindra Brand) offers to its customers. I do not know who was lying to me and why but I can tell you this much, I WILL NEVER RECOMMEND A MAHINDRA CAR TO ANYONE. I have lost two whole working days and so has my father for reasons only known to NBS International. I firstly agreed to go to the RTO for the registration which is done by the showroom itself and not by a customer, secondly I kept quiet thru all the lies and two-faced approach hoping the car would be delivered to me today on a auspicious day but now I think i have completely lost hope in Mahindra and NBS. I do not feel like taking this car anymore. Please tell me who will reimburse me and my father for the two days of business lost?? Mahindra?? NBS?? Is it fair to treat a customer like this?? Apart from monetary loss the worst is the complete loss of faith and respect in your brand.
I request you to please look into these matters as this my last escalation if I dont get a adequate rederessal before i send this out in public forums and consumer grievance forums. I apologize that i had to write such a lengthy letter but I really believe this is not the way anyone should do business and these are stark matters to be taken care of at the earliest.
If anyone from your company wishes to contact me for further information, I am available at XXXXXXXXXXX
Sincerely.