Why I'm ready to cancel my Nexon purchase despite paying full amount

While I was prepared for a certain degree of high-handed approach, their casualness has no limits.

BHPian kskumaraxa1660 recently shared this with other enthusiasts.

Well, I guess I was naive to think that making full payment should put me in the normal sales workflow of an allotment, PDI, and eventual delivery of a vehicle. However, the Key Motors team had other ideas. Their sales team's ineptitude is baffling. While I was prepared for a certain degree of high-handed approach, their casualness has no limits.

Firstly, I must admit that we had flip-flops initially when I oscillated between Punch and Nexon which caused initially a headache for me as well as for them. All of this happened in quick succession that no vehicle was allotted, thankfully I must say which would have complicated the matters. Each time I had to visit them in person to engage in a conversation as they hardly responded to calls.

Eventually, I gave my final decision of Nexon. Let's call this day DAY 1. At the time, TL confirmed that the Nexon variant I requested was available in the stockyard and the whole process would be completed in 7 working days.

Then she did not confirm the allocation until DAY 5 after repeatedly following up. By DAY 6, I transferred the full payment to them as they said vehicle PDI cannot be arranged until full payment is made.

I have requested them to give me a timeslot during the daytime for the PDI, but they gave a slot at 5.30 pm on DAY 8. When I refused to accept it, they asked me to come at 3.00 pm which I did. But stating lack of drivers they made us wait for 2.30 hours, didn't take us to stockyard until 6.20 pm. Within 10 minutes of reaching there, it was all dark and we had to go back. The executive didn't forget to mention repeatedly that she moved heaven and earth to get me that PDI visit which was a disaster anyway. Coincidentally, the said driver informed me that he was free in the morning and we could have completed it much earlier.

DAY 9 was a Sunday, stockyard was closed, so no visit was possible. By this time, entered a new TL who supposedly has 10 years of sales experience assuring me all moon and stars with "BEST BUYING EXPERIENCE." He said he would sort out everything and call me with details of the visit to the stockyard on Monday. No response to calls or messages until the next day evening. I had to call up 5 different people apart from the so-called CA and TL to confirm my visit to the stockyard the next day.

Come DAY 10, we finally made it to the stockyard. We had another CA assigned to come along with us. During PDI, we found that the driver-side front door had a dent and the paint had peeled off. Initially, he said it was just dirt and would go away in washing and rubbing. I had shown him it was not and he accepted. Then he tells me that they do their PDI of every vehicle and fix these types of issues. Since it was not done yet for this vehicle, we found this issue but will be rectified by them eventually. I shared the pictures and videos of this issue and panel gaps on the back of the car near the spoiler with the TL.

Upon receiving a verbal assurance that they would fix and share pictures, I signed the RTO forms so that they would proceed with registration while the body shop took care of the concerns raised.

No acknowledgement of issues was found in the email or a word on the RTO process for the next 2 days. Then eventually when I call he doesn't receive or call back. Finally, I had to reach another CA to get him a callback. Then he tells me he initiated the processes. He said would share the photos once done. Again 2 more days gone, but no news. For a car which is in their stockyard, they are taking many days to deliver. 3rd day, I got a call from CA that I had to go to the dealership again to sign some online forms for initiating the RTO process as the previous forms signed were not accepted. Why would it take 3 days to find out signed forms are not allowed?

The so-called TL did not send photos of corrections or any updates. Now waiting for a solution as of

Besides this, they will enter names incorrect, and addresses wrong, make a secondary contact number as primary and then say it cannot be corrected until the first service. Keep calling my wife, and sending OTP number and messages to her instead of me.

The whole system is broken, I can only hope that the other sales teams aren't as bad as the ones I got. However, having no accountability and blaming others for the inconveniences caused is the common theme. Now totally dejected by DAY 14 with a lethargic attitude, am ready to cancel the booking if no progress is made in the next couple of days.

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