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Originally Posted by Omkar • Concerns over niggles & bugs in a freshly baked, complex Mahindra. We saw 2!
• Mahindra's after-sales service is a hit or miss. Remains a gamble |
Having experienced such issues first hand during the ownership of my Mahindra XUV500 since Oct 2011, I strongly feel that Mahindra and other manufacturers whose freshly launched cars are known to have niggles, and those have challenges in providing a wide network of high-quality after-sales-services, should provide some alternatives to their customers, i.e. Do It Yourself with a plug-n-play architecture, allowing OEMs / partners introduce compatible modules in market for additional convenience and comfort features.
Without compromising safety or quality aspects of a vehicle, I hope vehicle manufacturers like Mahindra launch future vehicles which enable customers to:
(a) upgrade their vehicles by buying certain easy to install (DIY friendly) modules or option packs from authorized channels or open market at any time after delivery, that will provide additional functionality and features AND
(b) perform certain repairs or replacement of defective parts or modules / options themselves, without relying on the poor quality after sales services.
With the entire powertrain and safety systems coming by default integrated with the vehicle body, car manufacturers should make some provisions including space/placeholders/mounting points, pre-installed cabling with standard connectors, fuse protection in vehicles for additional modules and switches that provide additional functionality for additional comfort, convenience, safety and vehicle management.
Step by step video guides/manuals for DIY enthusiasts could be provided, with option of paid installation or upgrade at customer door-steps through authorized technicians in addition to the legacy authorized workshop channels.
Following are some examples (non-comprehensive, rather my wish list) for DIY friendly modules:
1. Adding, upgrading or replacing in-dash and in-seat entertainment systems: pre-wiring including for controls, inputs and outputs (speakers/tweeters/subwoofers) etc.
2. Adding charging ports: Provisions in central console and rear panels/trims to add inverter, wireless chargers and multi-protocol fast charger modules for mobiles.
3. Rear-view, 360-degree parking view, front and rear parking-assist sensors
4. Dash camera / DVR and camera and laser based ADAS and safety systems Some dash cams actually come with ADAS features. I purchased a Yi dashcam from USA some 5 years back, which provides audio-visual warnings when I cross lanes, or if any obstruction appears in the front, or if the distance to vehicle in front is too short. Has many other useful features other than basic recording).
5. Upgrade seats, e.g. adding seat ventilation, vibration alerts, in-seat massager (in passenger seats), electrical adjustments, additional side air-bag etc.
6. HID/LED headlamps, sequential turning lamps, fog lamps, reversing assist IR lamps, cornering lamps, puddle lamps, vanity lamps. LED headlamps could also be with variable intensity and colour temperature based on driving environment and detection of risks.
7. Others: Tyre pressure monitoring system, motorized boot opening, active/passive in-cabin air purifiers, humidifier, horns, battery monitoring system, car tracker, finger-print/face-recognition enabled car seat positioning, heated external mirrors, powered auto-dimming IRVM etc.
Ofcourse, these add-on modules for vehicles may have certain limitations, as most of them are likely to be standalone. No tight integration for centralized management or controls as in case of factory-integrated features may be possible unless a standard communication protocol is followed and car maker offers the add-on modules to communicate over the system bus. However, cheap clones may flood the markets quickly and could pose risks when they access the secure bus.
Nevertheless, many such features with standalone modules will provide additional comfort, convenience, safety and help the vehicle keep up with times while reducing total cost of ownership for customers. And also helps differentiation with factory installed features that integrate with system bus in higher variants can be maintained.
DIY modules can be expected to enable:
1. Faster launch of vehicles, feature upgrades or facelifts depending upon technological developments, competitive landscape or changing regulatory environment. It can reduce cost of development with easy integration of electrically (and possibly chemical and mechanical) backward and cross-model compatibility of several parts, providing better economies of scale. It can also enable vehicle manufacturer better focus on the core domain than getting distracted into adjunct domains like entertainment, software integration, internet etc. Minimal niggles at launch will help improve perceived quality and reliability of vehicles, therefore greater customer satisfaction.
2. Customers will be able to buy 'maximum' within their budget and upgrade their vehicles or features over time as they get accustomed to vehicle, as need arises or as they afford more. Their 'investment in asset' have thus lower risks (less lost if the vehicle turns out to be lemon). This can drive selling more vehicles of upper segments with improved affordability (even save extra ‘road tax’ for features that don’t really use additional road space or load it) and still have upgradability with times (deferred costs). An upgradable vehicle is also likely to fetch significantly higher resale value for the customer.
3. Easy and faster installations, upgrades, replacements of features for both customers and vehicle manufacturers. It will eliminate pains with disassembly and re-fixing of dashboards/panels/floor/other systems, that leave repair marks (scratches / dirty hands and tools, sharp objects in garages/service stations) and destroying aesthetics. More importantly, this will also eliminate dangers of *creating newer additional issues* and risks of electrical or mechanical faults, including failure of safety devices.
4. Minimize risks and costs for the car manufacturer, as such DIY added modules need not be covered under extended warranty periods. Vehicle manufacturer can get more choices of module suppliers and face less integration efforts especially dealing with software bugs. Service stations still can provide additional support services at additional charges if purchased or installed/serviced by the authorized service stations.
5. Can enable customers to carry out some repairs themselves e.g. replacing broken or defective mirrors and lamps, cameras, entertainment systems, mobile chargers etc.
6. Help protect environment with reduced wastage and reselling/dumping of vehicles due to non-upgradability of comfort features in different climatic and social environment.
7. More productive use of service station space and skills.
8. Might also create lot of gift ideas. Family or friends may be able to gift 'upgrades' on special occasions.
9. Not everyone is DIY enthusiast and everyone has their own priorities. Over time, some people lose interest in DIY. Option of doorstep trained technician visits at additional nominal charge to customers can help in earn additional revenue for manufacturer and also generate more organized employment and also address the non-DIY market. The quality of output can be expected to be significantly higher than the works done traditionally by technicians available with accessory shops.
10. Improve customer’s satisfaction levels with vehicle and thus brand loyalty. Customers will be unlikely to switch to other brands if the purchased vehicle provides flexible upgrades, remains niggle free and remains usable longer.
Modular systems can help formalizing the presently unorganized accessory businesses selling poor quality imported goods, unbranded garages or service centers with inadequately trained technicians or mechanics. Those poor-quality gadgets not only increase risks of electrical faults, compromised safety, fire hazards, they can potentially damage reputation of car brands in cases of malfunction, distractions or accidents. DIY or modular capability can allow vehicle manufacturers to address significant part of accessories market, help their supplier partners to scale up (and reduce costs) and provide more revenue opportunities to authorized dealers. Insurance companies can also benefit by allowing upgrades and accessories to be recognized in a objective way and providing additional coverage.
I strongly believe that this modular approach will encourage innovation and that we can expect several innovative products to get introduced in the market, making driving and traveling more pleasurable, safer and more environment friendly. It will also be less costlier with reduced total cost of ownership of vehicle and increased usable life of vehicles.
At this time, I would like to bring some analogy with the personal computer market, which provides standard interfaces to attach different kinds of peripherals and several expansion ports made available on computers. A customer can buy a standard core CPU system, and choose whatever monitor, external speakers, keyboard/mouse, printer, and software packages as per need. In fact, an assembled PC option further allows customer to choose processor, compatible motherboard with greater scalability and flexibility with different ports/buses, choose memory and storage (Slow hard disk drives to intermediate SSD to higher speed multi-channel "NVME" storage etc).
The computer ecosystem has been very successful and still healthy four decades after the first personal computer was launched, as it provides for modular architecture, interoperability and easy upgradability. The computer may be much more sophisticated and delicate machine, however, it still allows even ordinary user to replace a defective monitor, external speaker, keyboard or mouse, expand storage, or add new software as needed without the need of any trained engineer.
There are several vehicle accessories which are standardized. However, vehicles do not provide truly plug-n-play capability. For example, a modern, feature rich car entertainment system can be fitted in a vehicle, if the vehicles provides standardized space (1DIN and 2DIN form factors, space for speakers, some may need some brackets or trim for 'seamless' aesthetics). Many lower variants of cars may be sold without pre-installed cabling and connectors, and thus true plug-n-play option doesnt exist. Untrained technicians at local accessory shops use crude methods to tap power cables, lay power, speaker, antenna and rear camera cables which can make installations risky or void warranty when any stock cables are cut. Vehilce manufacturer and law may consider such crude installations as 'unauthorized modification'.
Accessories like HID lamps, fog lamps, parking sensors/cameras, TPMS etc can also be added but needs wiring, some modifications and are not just plug-and-play or modular in that sense. Further, most such products available in the markets are of poor quality and can pose additional risks.
Some accessories like mobile chargers and inverters etc. are just add-on options, but don’t integrate well with the car aesthetics, and any crude attempts to hide them can block ventilation, posing risks of fire. Therefore better solutions are desirable in my view.
What are your views with such suggested modular systems for vehicles having combustion engines and electrical power train? In your opinion, will such modular DIY friendly feature upgrades and home-based technician services would be helpful in differentiating products due to easy upgradability and maintenance? Will they encourage innovation and improve quality of accessories available in the markets? Will they help customer satisfaction and brand loyalty?