Hi Guys,
I took my XUV to the workshop over the weekend. I'd been hearing this 'khat khat' sound from the rear and infact, on way to workshop also discovered some 'squishing' sound from the front LHS suspension too.
Here's a quick summary of the experience at the workshop:
1. I'm quite literally floored by the RM concept. The two RM's (Santosh Nayak and Anil Varghese)handling all Koncept Mahindra (Lajpat Nagar) vehicles are both brilliant fellows. The eagerness to make the customer experience delightful just blew me away. More than made up for the average sale/delivery experience I had at the showroom. Btw - the RM ratio is infact 1 RM to 500 vehicles

. So these two guys will eventually need to handle 1000 XUVs before more RMs are appointed. Thats too much IMHO !!
2. Walked in to the workshop. They have made a new workshop at Okhla only for the premium vehicles, i.e. XUV and Scorpios. Its a little small right now (can handle about 15 vehicles), but works quite well for now. Later, they plan to move the Scorps too out to the older workshop and make this exclusively for XUVs
3. I immediately got the attention I was hoping for. The RM together with the XUV Technical Specialist (Sudhir Singh - very knowledgable and patient guy) did a test drive with me. The TS infact kept changing seating positions to press/hold various plastic parts etc in the vehicle to isolate the noise.
4. Came back and the team got into action. Isolated the rear noise to a 'catch' in the rear boot door which was set right. The front noise was some loose bolts that were tightened. They also discovered and volunteered to change my rear RHS speaker since it was buzzing a bit. I took the time meanwhile to chat with the RMs on various issues and learnt a lot (I strongly suggest this to all - these guys know a lot and have experience from various cars coming in for servicing - so have answers for almost every doubt you may have and some advise too)
6. After the work was done, the RM and Technical Specialist again took a test drive with me and we agreed that both noises were gone. I hope they dont reappear now, though I have a nagging feeling that they will. Lets see !
5. I also met the workshop manager (Mr. Arun Mishra) and its clear how customer centricity is driven right from the top. Good guy who supports his team well.
Some interesting things I learnt:
1. We must expect some sounds from the front LHS suspension since the engine in the XUV is transverseley mounted and hence there is much more weight on the right side than left (Left only has the power steering module I think). Strangely, the tuning of the suspension (by Lotus, no less) hasnt factored this weight imbalance and suspension of both sides has been tuned identically.
2. Small sounds/noises are the most common issue customers are reporting back in these first few months. The second most common is cruise control
3. The security system in the XUV also has pressure sensors inbuilt (incase you didnt know). Their sensitivity cannot be changed, but from my experience so far, the sensitivity is quite allright
4. There are pressure sensors even on the undercarriage - around the fuel line in particular. So incase someone tries to tamper with the fuel line - that too will trigger the alarm. The bit of a downside is - and this is an actual case as narrated by the RMs - that if a fat cat hits the underside of the vehicle at night while passing through - it might trigger the alarm !!
5. The RMs have instructions to never (ever) hang-up a call from a customer or ignore a call, no matter how many times or for how silly a reason they call. And they have received some very strange ones apparently.
6. The workshop offers a full treatment package for the XUV that includes paint protection, underbody coating (this is a Wurth coating that I saw. Its quite thick and rubbery and will also isolate noise a bit. I'll get this done next time), plastic parts treatment for the interiors and some other things too. I think the cost for the full package was around 13k.
7. The creaking sound you hear when you open the rear hatch is normal. Its some magnetic system that retracts when you open the hatch door. Nothing to worry about.
8. The AWD comes into play (if needed) only at speeds below 30kmph. After that its FWD automatically.
Overall, my experience at the workshop, with the RMs and the technical team (lead by Sudhir Singh at this workshop) was quite good. I even got the extended warranty certificate that is usually given when the vehicle comes for the first scheduled service. I realised that its important to have a good friendly relationship with these guys - since you also learn a lot simply by chatting with them.
Im hoping it stays this way, since these are early days with not so much pressure of hundereds of XUVs coming in for scheduled and unscheduled servicing. But so far so good.