I bought a Mahindra Xylo in 2011 end. Car wise, I am happy with what I am experiencing for the money that I had paid. It is a E8, Java brown, Airbag+ABS top-end model. Sales dealers where India Garage, Mount Road. They were smart, efficient and as honest as a car dealer can be. Now, coming to the worst part, SERVICE... I dont know if VST is managed by different group, because the quality of service and customer relations is worst.
My car was trouble free till about 4000 kms mark. Around that time it started developing 3 small problems, not big issues,
1. During morning start or cold start there was a screeching noise coming in from the engine bay and would settle down after about 10 mins of running, to my knowledge this might a issue related to a brittle belt.
2. When ever the car is reversed and the steering is completely turned left or right, a 'kkkataaak' sound comes from near the front wheel.
3. The driver seat is little bit shaky.
BAD ---->
Around 4900+ kms I booked for the first service and sent the car through my driver. I had specifically told my driver to mention these 3 points and get it noted in the service/job sheet and he did it. The car was said to be ready in a day's time and when we got it back the cream coloured seat covers where full of oil and grease marks and even basic cleaning and dusting was not done, leave alone problem rectification. The problems remained, no solution. Dint have time to give the car to service station again, thought will get it rectified in the next due service (10,000 kms).
In the meanwhile made 2 or 3 long distant trips, car was performing well under the given circumstances with the problems still present.
Worse ---->
Now the car had run around 9800+ kms. This time I made sure my driver called me from the service station and I talked to the "SERVICE ADVISOR" (quotes and caps are present for sarcastic reasons). I told him all these 3 above problems + regular 10k kms service + the charging/electrical point for the rear passengers was not working. And i also mentioned to him that the 3 problems was present even when I gave the car in for the previous service and asked to him make sure that they attend to it. He assures me that it would done, no worries. The car is again said to 'ready' and my driver goes to pick it up, he is not able to check if the other 3 problems are rectified, but he checks the rear charging point and it does not work, he tells them that the problem is not cleared, they make him wait for 1 hour and give him delivery of the car. So, the next morning, I sit on a 'Shaky' drivers seat and start the car and the engine goes 'screech'... then i reverse it out of my garage and ''kkkataaak''... i was like
Fine, I think to myself, I will change the service center next time, I dont have time to give for a service anytime soon. Now, about 15 days ago, I get a call from India Garage (sales) asking me about the car and service feed back, I tell them the car is ok but the service is poor and I vent my frustration on the caller. She assures my it will promptly attended to, I tell her that I have no hope of it. Then about 10 days ago, I get a call from a person name John from VST, Velachery saying that there has been a query raised in my name and that they want to rectify it, I tell him all the drama and he requests me to bring in the car at my convenience and they will 100% attend to the problem. I say I dint have hope, he says there is a change in the management so there will be really a change. I say ok.
Worst ---->
I find time to give the car to rectify the problems last week, So I call John and I was shocked when he dint even remember talking to me, I think fine, he talks to many ppl on a day he can forget, so I brief him of the whole issue and he still has no remembrance, so i ask to check his records, then he finally relents asking me to call service booking number and book a service, I am furious now, I tell him I am not calling anyone, Its you guys who did the mistake if you want to rectify it you call me and I disconnect the call. Then I get a call from VST asking me to bring my car on 11-6-2012, that is today at around 10 am. I send the car with my driver and I get a call from my driver at 11.45 saying that no one is attending the service and he has been waiting for 1.5 hours now. I call them again and a person name Vikram takes the car for service and notes down the issues, but says that these will be attended only after the service center driver comes and drives the car and says what the problem is, So my driver waits for another half hour and the driver does not come. I ask my driver to come back as there is other works to be attended to. Now, after my driver calls I call Vikram at around 12.55 and ask if the car has been worked upon and he curtly answers that it is lunch time and only after the driver comes they will start the work. I say its not right, We have told you the problem you have to start working on it. I am furious by this time, I get the number of the service manager and brief him the situation. He says he will look into the issue and get back to me. Now, about 15 mins ago, he calls me and asks what are the issues that need to be rectified..
.... I am totally out of energy dealing with these people. I tell him the 3 problems and also tell him "Keep the car for yourselves if u want, but please if you are returning the car to me rectify these problems and then give it to me."
What is wrong with these people. I have never faced such problem even in TATA service. I have a Maruti Eeco and every time I get the back from the service I get a call from ABT, Chennai and from Maruti Suzuki call center asking me if I am satisfied. If one company can to it for a 4 lac car, Why cant the other company do it for a 10 lac car??