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Originally Posted by J.Ravi 1. XUV500 W8 FWD [will book shortly] |
Last evening, self and wife visited India Garage, Anna Salai, Chennai, armed with the cheque book to book XUV500 W8 FWD [Opulent Purple] and returned empty-handed solely due to callous attitude of Reuben, XUV500 Experience Executive there.
The story goes like this: I had already test-drove XUV500 W8 FWD 4 times with 3 dealerships in Chennai and Bangalore. The discounts and freebies offered by these dealerships were more or less on the same lines. On 4 December 2013, Reuben called me when I was in Bangalore and broke the news of Rs 45,000 cash discount for W8 variant. He ruled out corporate discount of Rs 10,000 due to my non-eligibility being a retired pensioner. I was not interested in the exchange bonus of Rs 15,000 as I decided to retain my Linea for some more time. As earlier agreed between us, I could take insurance myself as I enjoyed 50% no-claim bonus. I was not interested in availing of loan as I was for full cash-purchase. He requested me to send a sms formally informing him of my intention to buy including the details of name, variant, colour, etc. on or before 9 December 2013 as the dealer had to place the order with the manufacturer on or before 10 December 2013 afterwhich the portals will be closed on account of plant shut-down due to annual maintenance. This was the main condition to get the maximum discount offered by Mahindra. I told him categorically that I need either December-manufactured or at the most November-manufactured XUV500 according to the VIN. He responded vaguely that he could not assure me on that. Whatever despatched by the manufacturer would be delivered.
After a few days, he called me to inform that my XUV500 had already left Chakan plant and it was on its way to Chennai!

When I asked him the VIN, he pleaded ignorance. He said that he would inform me as soon as the vehicle arrived in Chennai.
In the meanwhile, I changed the insurance of my Linea from comprehensive to the third-party liability and obtained a certificate for 50% no-claim bonus for the new vehicle, which is valid for 3 years from the date of issue.
I also wrote a detailed email to Mahindra customer care about their corporate discount policy. I requested them to extend the corporate discount to the retired pensioners like me. My mail was forwarded to the Chennai Area Sales Manager with a request that to bear with them until he got in touch with me, which never happened until this moment.
Self and wife arrived in Chennai on 10 December 2013 night. Reuben called me yesterday to enquire as to when I would book XUV500. When I asked for the VIN, he informed me that it was October-manufactured one. I was shocked. He also told me that the particular vehicle was reserved for me and if I didn't take it, there were others waiting for it! When I asked about availability of December/November-manufactured ones, he said that they didn't have stock except the October-manufactured one. He urged me to take it asap otherwise it would be allotted to others.
I did not like the idea of buying a October-manufactured vehicle. So, I contacted the other 2 dealers in Chennai. None had December/November-manufactured XUVs. One of them tipped another sales executive of India Garage's other branch on Anna Salai. One Kamala Kannan called me and informed that he had October-manufactured Arctic Blue W8 variant, but I was not interested. I crossed-checked with him about the discounts offered. He shocked me by saying that if I take insurance myself, I would lose Rs 7,500. Similarly, if I don't take loan from them, I wold lose another Rs 7,500. So, when Reuben called again yesterday evening, I posed the question. He echoed the same response. Then, I told him that I was not interested in booking and hung up the phone. After a few minutes, he called me again and informed that I would get the entire Rs 45,000 and I could arrange for insurance myself. He claimed that he did this as a special gesture. I also decided to go in for October-manufactured one as newer ones were not available anywhere.
Armed with the cheque book, self and wife rode to India Garage in the evening although it was drizzling. Reuben asked me to meet the Chennai Area Sales Manager, who was there at the dealership regarding the corporate discount. I decided to forego that and not to knock on the doors anymore. I told the same to Reuben.
Reuben explained the process. I had to pay Rs 40,000 to book XUV by signing a sales agreement. The next day, he would get PDI done at their stockyard and get the vehicle to the showroom in the evening, where I could do my PDI. After my approval and payment of the balance amount, it would be invoiced. The next day, the vehicle would be sent to RTO for registration. Here, I interrupted. What would happen in case I found out some faults in the vehicle. He assured me that the vehicle was 100% okay. Then, I posed him another question: if I was not satisfied with the Opulent Purple XUV during my PDI, could I have the choice of going in for Arctic Blue. He then said that it was already sold out! I took that statement with a pinch of salt. The October-manufactured Arctic Blue XUV, which was available at 5 pm, was reported to be sold out at 7 pm! Reuben made some phone calls when we were seated there. Suddenly, one person materialized, self-introduced himself as Kamala Kannan and informed me that the Arctic Blue was sold out after our telephonic discussion!
I suggested to Reuben that I was prepared to visit their stockyard near Poonamalle to do my PDI and then, I would book it, if I was satisfied. But, Reuben did not agree for that. I asked Reuben, what was the next course of action in case I was not satisfied. He replied that I could take the display vehicle at their showroom, which I rejected. He then offered that he would refund 100% booking amount if I was not satisfied with the vehicle. I asked him whether he would give it in writing. He said the sales agreement contained forfeiture clause of Rs 5,000 in case of cancellation, but he would see to it that entire amount would be refunded within a week's time!
I got fed up by watching the melodrama enacted before us. I told him point blank that I did not want to play a blind game, thanked him for all the trouble although it was his duty, and walked out of the showroom.
Later I received a sms from Reuben. Today, when he called me again, I told him that I postponed my decision to 2014. There ended the matter.