[Offroad.Dreams]

Sent this email to Mr. Sandeep Dhond, VP Customer Care at M&M, awaiting response. The mail summarizes my experience with the car. Not many would have the time and patience to deal with the issues that the car comes with, I have been living with it for over 3 years. What triggered this mail is INR50K spent on the repairs, 5 trips to the workshop and twice having to be towed, both times my entire family including parents and small children in the car. And I am still not sure what might come up next.

==================================
Dear Mr Dhond,

I am writing in to raise both a specific complaint regarding a part failure in my Mahindra car as well as a general complaint regarding the poor long-term service experience at NBS Mahindra, Sewri, Mumbai.

I am the owner of a XUV500 car no. MH01 BB XXXX bought in January 2012, driven approximately 48000 kms till date.

Recent issue with broken door handle: Last week the door handle came off (in pictures attached) while I was pulling the door shut from inside. There is no abnormal use or impact either before or at the time when this happened. I had sent my car to NBS Mahindra, Sewri, Mumbai workshop yesterday and was given an estimate of INR9000 to repair this. The car is under extended warranty and if this kind of a breakage and part failure is not covered under warranty I am not sure what is.

I am also enclosing picture of other plastic parts (steering wheel, gear knob, door handles, central console chrome) which show wear and disproportionate to the age of the car (3.5 years) and reflective of quality of interior parts. In fact, the driver side door handle, gear lever and steering wheel had started paint/chrome peeling off within the first year itself, an issue raised with the workshop at the time and ignored at the time (a general service issue with the workshop which I will come to later). The next question, which I am sure you will raise, is on general upkeep for which I am enclosing some pictures of exterior which shows that as a user I have taken all efforts to maintain vehicle in good condition. Each time the mechanics at the workshop have mentioned regular wear and tear as a reason for the issues. If paint and chrome can peel off in a vehicle of this age, is this not reflective of the substandard parts that Mahindra is putting in their vehicles? Probably from Mahindra's perspective the workshop is doing a good job in preventive warranty and replacement costs but they are certainly not buying customer loyalty or confidence in either product or service.

Poor product quality: My car in the last 3.5 years of ownership has had to be towed to the workshop thrice (breakdown on the road), twice due to clutch failure and once due to an electrical problem. Over the past two months alone I have spent more than INR45000 on repairs and towing (excluding warranty replacements), with the car having made 5 trips to the workshop in last two months alone. I am not sure if you would appreciate the trouble one ha to go through in the even of breakdown on the road with a family.

• The clutch of the car has had two failures in three years. Once repairs were covered in warranty and recently I have paid (INR 20K recently). Should such critical parts fail with such frequency in a car only 3.5yrs old and driven 48K kms?
• The brake has been overhauled twice, once under warranty and recently I paid (INR20K). Should the brake disc (not the break pad) wear out with this frequency? I have owned cars previously that have not had this issue even with over 100,000kms usage. Is this not reflective of poor product quality? Who would bear the liability in case there was an accident due to this failure? Surprisingly, the brake squeal that I have been living with for 3 years has vanished with me spending the last 20K.
• The shockers failed last month, changed under warranty but made me lose one day of outstation work. Who bears this opportunity cost in my case?
• The electrical wiring had broken down last month and I had to replace a battery (INR 5K spent due to this). Gentlemen at NBS Mahindra told me that rats bit this off. My car is parked in an underground parking at home and in office and there is no rat infestation at either place. None of my neighbors or colleagues have had this issue. This explanation makes me very skeptical of NBS Mahindra and among the other conversation I have had at different points of time inspires no confidence.
• The front left windshield wiper had the well-documented issue of scratching the front windshield, evident from the discussions on social forums. My windshield had developed a scratch due to the same, the wiper was changed free of charge but I have had to live with the scratch to this day. Is this a fair replacement for a defect the company is aware of?

Service issues: This has been a problem from Day 1. My initial impression of dealing with NBS, Sewri was that of good product (now changed) with a very poor service, the opinion about the service has only got worse. Over the course of my interaction, I have felt that explanations are vague and non precise, car comes back with basic issues like cleaning not taken care of and services for which they have charged not being done. My feeling is that NBS has still not grown out of the fact that the expectation of someone who buys a tractor from Mahindra is much different from someone who buys an INR15 lakh car. Product are sold stand alone but confidence is inspired by service standards, my confidence going to Mahindra workshop is same as that of a local mechanic on 80s and 90s where there was neither a transparency of service or product pricing nor guarantee of quality.

• Car has come back without being washed/cleaned properly multiple times. There has been an instance where the interiors have not been cleaned at all, evident from dirt on doormats. This has been raised multiple times on phone feedback. Twice I have had to send the car back.
• The concept of time punctuality is absolutely absent. It has been rare that I have received a call proactively on progress or completion of work without follow-ups.
• The explanations on part failures and repairs undertaken have been absolutely ridiculous at time. Technicians at NBS have claimed that brake pads have a standard life of 20K kms, brake discs are supposed to have a 40K kms life, clutch replacement is a norm at 20K kms, wiring harness being cut by rats when there is no infestations. I would really appreciate if this can be put on life of vehicle parts can be put into your service guide.
• Once, I had paid for a/c servicing and when the car came back the vents were dirty, when I approached NBS they told me that they had cleaned inside and that I can send the car again for what has been missed, who has the time for this nonsense?
• Notable among the individuals I have dealt with are Kedar Chunekar, Parag Vaidya and Mohammed, each of whom has been as incompetent as the other, if not more. Experience has been like calling a call center with no idea of who manages whom and who can provide a resolution, everyone seems to be a manager at NBS!

I would request you to please look at these issues in detail and help with resolution of the recent door handle breakage issue, which I expect should be covered under warranty.

Mr. Anand Mahindra during a recent product launch of TUV300 said, "this vehicle will make you feel safe", I believe every vehicle should although I don't feel so about my car anymore. Given the experience I have had, I am sure I will not be able to convince myself or anyone else to buy a Mahindra car again, BUT given the money I have spent on buying the car and given its age, I hope I can at least expect reasonable service and treatment.

Sincerely.
XXX

PS: Given the lack of responsiveness I have faced from Mahindra in the past, I am also posting this on some social forums.
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[vinucv]

Blusense app is not working on my iPhone 6. When i try to connect it, it fails to connect even repeated attempts. Phone and music functions works fine though. Everything worked fine with my previous phone (Nexus 5) and not sure what needs to be done next.

Anyone has come across this issue and found any solution or workaround ?

Mine is a W8, 2013 model

[SDP]

Originally Posted by vinucv

Blusense app is not working on my iPhone 6. When i try to connect it, it fails to connect even repeated attempts. Phone and music functions works fine though. Everything worked fine with my previous phone (Nexus 5) and not sure what needs to be done next.

Anyone has come across this issue and found any solution or workaround ?

Mine is a W8, 2013 model

Please check if you have installed the correct version of the BlueSense app. Now with the new age XUV, there is a new blueSense app. The new app does not work with old-gen XUVs and vice versa.

[Storme_on_d_way]

Ok, Dont know if its a niggle or what. My new generation Xuv500 completed 3200 in two months. Recently on a highway trip, I felt noticable vibrations in the steering wheel , the moment it hit 100 kmph. Thats the maximum it does keeping the Rpm needle at 2K in sixth gear ( since its in run-in period) . Faced no other allignment issues like vehicle steering to any particular direction etc. The problem reproduces itself whenever I reach the speed of 100. Mind shedding some light?

[benroth]

Originally Posted by Storme_on_d_way

Ok, Dont know if its a niggle or what. My new generation Xuv500 completed 3200 in two months. Recently on a highway trip, I felt noticable vibrations in the steering wheel , the moment it hit 100 kmph. Thats the maximum it does keeping the Rpm needle at 2K in sixth gear ( since its in run-in period) . Faced no other allignment issues like vehicle steering to any particular direction etc. The problem reproduces itself whenever I reach the speed of 100. Mind shedding some light?

I had this problem even on my XUV. Pls get the wheels aligned at ASC or any other reputed wheel alignment station.

[Storme_on_d_way]

Originally Posted by benroth

I had this problem even on my XUV. Pls get the wheels aligned at ASC or any other reputed wheel alignment station.

Thank you so much. Will do it soon. Wonder if its a recurring issue?

[rahul_kej]

Originally Posted by Storme_on_d_way

Ok, Dont know if its a niggle or what. My new generation Xuv500 completed 3200 in two months. Recently on a highway trip, I felt noticable vibrations in the steering wheel , the moment it hit 100 kmph

I faced the same issue with my new XUV. Got it sorted out at ASC itself. All the four wheels were balanced. Make sure while balancing all stones or pebbles are removed from the tires.

[vinucv]

Originally Posted by SDP

Please check if you have installed the correct version of the BlueSense app. Now with the new age XUV, there is a new blueSense app. The new app does not work with old-gen XUVs and vice versa.

Thanks SDP. What I have is Version 1.1 and that seems to be the only one available on App Store. Any idea how to get the older version for iPhone ? Anyways, I have sent a mail to mobapps@mahindra.com and will update if i get a response

[SDP]

Originally Posted by vinucv

Thanks SDP. What I have is Version 1.1 and that seems to be the only one available on App Store. Any idea how to get the older version for iPhone ? Anyways, I have sent a mail to mobapps@mahindra.com and will update if i get a response

I have no idea about iPhone app, except that it was launched very late. On Android, here are the 2 apps. The new one says "new age" in the name. Since I have the old-gen XUV, I have installed the other one.

[Kartman]

Originally Posted by Twiny

^^ Is there any body in this forum replaced XUV suspension (springs/dampers) with aftermarket ones? RedRooster has TEIN springs to use with OE dampers for XUV. Any feedback/after effects on such modifications?

I own a 2012 XUV 500 W8. I have done about 39000 kms till date. I had upgraded the ICE and added an K&N Air filter. I was very unhappy about the ride quality of the XUV and took the first step and upgraded the tyres to Yokohama Advan ST 255/60/R17. These did the trick but the ride was still very stiff. So after a lot of contemplating, I decided to get the Tein springs for the XUV. The springs were ordered from Red Rooster Performance through 4S Auto in Mumbai and installed at 4S auto.

Price and Delivery:
The cost of the springs is Rs. 35,000/- for all four wheels. The installation cost at 4S Auto, Mumbai is Rs. 4,000/-. The parts are delivered to 4S Auto from Red Rooster in 7-10 days after payment of parts (provided stocks last).

Install:
The actual install time is close to 6 hours. The front springs are easier to replace, the rear take a long time to remove and put back after replacement. There were atleast 4 guys working on the car at any time. There is no change in ride height. The most important part that should be kept in mind is to get a thorough wheel alignment after the install. I suggest anyone planning to get these keep a day off for the install.

Experience:
The springs were ordered on September9, 2015 and delivered on September 18, 2015. I promptly showed up at 4S Auto on September 20, 2015. The workmen got to the job almost immediately and were very meticulous in their working. Mr. Chirag and Mr. Ashay were very helpful throughout the whole process and made me feel at ease. All in all it was a very good experience and I would recommend them.

The XUV now feels like a car and not a SUV. The ride has improved drastically and so has the handling. It now feels more planted and more dynamic. These changes are especially noticed on undulating roads where the whole car does not rattle anymore. I had taken it to my wheel alignment guy (Mr. Sanket of Tyre Best, Thane) and he too had the same thing to say.

I have attached herewith a pew pictures of the old and new springs.

[AutoIndian]

Originally Posted by Kartman

I own a 2012 XUV 500 W8. I have done about 39000 kms till date. I had upgraded the ICE and added an K&N Air filter. I was very unhappy about the ride quality of the XUV and took the first step and upgraded the tyres to Yokohama Advan ST 255/60/R17. These did the trick but the ride was still very stiff. So after a lot of contemplating, I decided to get the Tein springs for the XUV. The springs were ordered from Red Rooster Performance through 4S Auto in Mumbai and installed at 4S auto.

At least in the pictures the Tein springs seem to have bigger diameter than the OEM springs or do the new springs have some green coloured plastic coating on them?

Do you know what is the exact difference between the Tein springs and the OEM springs?

[sk7671]

Originally Posted by Kartman

I own a 2012 XUV 500 W8. I have done about 39000 kms till date. I had upgraded the ICE and added an K&N Air filter. I was very unhappy about the ride quality of the XUV and took the first step and upgraded the tyres to Yokohama Advan ST 255/60/R17. These did the trick but the ride was still very stiff. So after a lot of contemplating, I decided to get the Tein springs for the XUV. The springs were ordered from Red Rooster Performance through 4S Auto in Mumbai and installed at 4S auto.

Price and Delivery:
The cost of the springs is Rs. 35,000/- for all four wheels. The installation cost at 4S Auto, Mumbai is Rs. 4,000/-. The parts are delivered to 4S Auto from Red Rooster in 7-10 days after payment of parts (provided stocks last).

Install:
The actual install time is close to 6 hours. The front springs are easier to replace, the rear take a long time to remove and put back after replacement. There were atleast 4 guys working on the car at any time. There is no change in ride height. The most important part that should be kept in mind is to get a thorough wheel alignment after the install. I suggest anyone planning to get these keep a day off for the install.

Experience:
The springs were ordered on September9, 2015 and delivered on September 18, 2015. I promptly showed up at 4S Auto on September 20, 2015. The workmen got to the job almost immediately and were very meticulous in their working. Mr. Chirag and Mr. Ashay were very helpful throughout the whole process and made me feel at ease. All in all it was a very good experience and I would recommend them.

The XUV now feels like a car and not a SUV. The ride has improved drastically and so has the handling. It now feels more planted and more dynamic. These changes are especially noticed on undulating roads where the whole car does not rattle anymore. I had taken it to my wheel alignment guy (Mr. Sanket of Tyre Best, Thane) and he too had the same thing to say.

I have attached herewith a pew pictures of the old and new springs.

Attachment 1417543

Attachment 1417544

Attachment 1417545

This is really great info. Thanks Kartman. Does anyone know where can these be taken care of in Bangalore?

[Kartman]

Originally Posted by sk7671

This is really great info. Thanks Kartman. Does anyone know where can these be taken care of in Bangalore?

Hello sk7671,

You can visit Red Rooster performance website for the dealer info. As I see there are quite a few in Karnataka. Attaching herewith a screenshot of the dealers.

[Kartman]

Originally Posted by AutoIndian

At least in the pictures the Tein springs seem to have bigger diameter than the OEM springs or do the new springs have some green coloured plastic coating on them?

Do you know what is the exact difference between the Tein springs and the OEM springs?

Hello AutoIndian,

The following are the visual differences noticed by me in the springs along with the reasons as studied from the tien website:
1. The weight of the Tien Springs are considerably more than that of the original stock ones. This is due to a special alloy used by Tien to give the springs better flexibility as well as robustness
2. The springs themselves are the same size as the stock springs so there in no change in any configuration when installing them
3. The rear springs have a brown dampener that is set out at the lower part of the spring. This dampener is supposed to give the rear a better ride quality and reduce the overall jumpiness of the car
4. The number of coils in the rear spring are more than the original. This also helps when you have a fully loaded car.

A very important point to e noted that i forgot to mention before is that the XUV 500 has alignment options for both front and rear wheels, so when you install the springs, both the front and rear need to be adjusted.

[abirnale]

Originally Posted by vinucv

What I have is Version 1.1 and that seems to be the only one available on App Store. Any idea how to get the older version for iPhone ?

I too have the version 1.1 and that is latest on my iPhone. But with the app connected, it does not behave well with same phone connected over bluetooth for phone functions. So I stopped using the BlueSense app with my W10. The last I know is the update is due in a month's time.

I use my old Nexus 5 as standby and use the same to connect via Android BlueSense app whenever I need it e.g. to see exact pressure in PSI.

I don't think you can get the older version of iPhone App unless you have backed up that old IPA/ APP file in your iTunes. The only way to get older app version would be to use custom APP file from the maker of the app.