Re: Mahindra Thar Roxx Review Finally got Thar Roxx delivered on 15th January. Lot has been told about the car till now, so I would like to review the Mahindra way of working in this post. TL;DR - stay away from Mahindra, in general, and Randhawa Motors, in particular, if you are someone who value ease and hassle free way of working.
We had been allotted car before year-end but decided to get the car delivered as per auspicious time suggested by the family. It would not have been possible to get the car before 6-7th January due to choice number availability - series change at the local RTO took time due to year-end.
We had completed the PDI and payment formalities before year-end. Some issues were identified during PDI - minor ones, nothing deal breaker. We shared the observations with the dealer manager, looped in sales executive to get the issues addressed before delivery. Then came the payment time and the dealer quoted Rs. 1.32 lakhs for insurance and mandatory Rs. 50,000 accessories to be bought with the car. I checked with Tata AIG for quote and it came to around Rs. 54k with all add-on selection - ours is AX7L D AT 2WD. Obviously, we rejected the insurance quote and also declined to buy the accessories, except for the ones we choose - basics like mats, mud flaps, rain visors, etc. Had to email dealer manager and loop in officials from Mahindra to get these things sorted. In the end, dealer almost matched Tata AIG quote and we agreed to buy insurance from dealer. Also, they agreed on the accessories thing. All payments were made before year-end and we informed our desired delivery date as 15th January - 11:30 AM.
On the day of delivery, my brother and I arrived at the showroom at around 10:30 to check the car for delivery but the car was nowhere to be seen. It was only after 11 that the car arrived - they said it was being washed at the service center which is around 1KM from the dealership. We enquired if all the PDI issues have been resolved and we were assured that those have been addressed. We had checked this couple of days ago as well and I had sent an email to the manager on 11th too, to remind him of the issues. The email was forwarded to the yard on 11th itself, we were marked in CC.
As you can guess where this is going, neither were all issues resolved and also not even a single accessory was on the car. Nothing, not even basic mats! I was fuming and the sales executive tried his best to get clarity on the situation. Meanwhile, the manager of the dealership was sitting chit chatting with someone completely oblivious of the situation. I went up to him and told him about it and then he sprang into action. But obviously nothing could be done in the half an hour for accessories or the PDI issues. We were given multiple excuses for the lapses - employee responsible for fixing the issues lied to us, accessory guy did not get proper reminder, Mahindra does not have part available, etc. All a load of BS, I'd say.
Anyways, I didn't let this spoil my mood further and we took the delivery of car with all the issues and without any accessories - this is despite all payments being cleared (including accessories) well in advance and informing them of the issues over 20 days before the delivery date. Even multiple follow-ups were not sufficient for them to sort out things before delivery. We were made to sign an internal checklist by the dealership which stated the checks they have done on the car and was told to check if anything is missing in the car as compared to the checklist. Idiots, of the highest order, the entire lot at the dealership - they just ticked the checklist and didn't even bother to actually check the car because they they accessories to be fitted but obviously they weren't and they also ticked number plates to be fixed but I was holding the number plates in my hand. Biggest L for those idiots was that the car arrived to the dealership right in front of me and they had the checklist ready when I was looking at the car being parked in delivery area. These cheats need to be called our for what they are - cheats!
Anyways, they agreed to get things sorted next day and was personally assured by the sales executive that he will get these things fixed. And they did install all requested accessories next day and resolved all but one PDI issue as well. Fuel cap is still slightly misaligned - sales executive said that it is difficult to align it properly and these people may damage it so better to let it be as it is rather than fix it. The 7D mats are fitted so shabbily that even the most basic garage guy would fit them in a better way. Guess this is what Mahindra ownership will be like.
Overall, truly disappointed with Mahindra till now - with all the adventures by dealership regarding allocation miscommunication that I have already mentioned in this thread before; the delivery experience and overall quality of work. I travelled to Pune very next day of delivery and so once I am back at home, I will have to fix the mat myself. Will look to fix the fuel lid too.
I just hope we don't have to deal with Mahindra on anything more than regular servicing because given my experience till date, I don't have much hopes that it'd be any better than what it has been. Absolutely unreal for someone to be this incompetent especially since I had been following up rigorously knowing well how bad it can be from various stories online.
I am emailing my ordeal to Mahindra as an official feedback in hopes that they take action to improve standard SOPs but again, I don't have high hopes.
PS: The most disappointing thing in all this was the dealership manager explaining the lapse to me at the employee level and saying "Woh bola usko reminder nahi mila, ab isme main kya karoon?" (T: He said he did not get the reminder, so what's my fault in it?" - This was regarding the accessories thing and he was referring to the employee responsible for accessories) |