The attached mail was sent to Mr. Pinto, Director of Mahindra, Porvorim, Goa. Received a call and one line mail asking if explanation given was satisfactory.
My only question is, When EXIDE and MAHINDRA have both given a written document saying battery draining n on testing informed us that specific gravity is less. Why then are we not getting a new replacement when the battery is on warranty. We are heading tomorrow to the Consumer Forum, Panjim, Goa to check on what shld be further done.
Subject: AFTER SALES SERVICE - VERY UPSET
Dear Mr. Pinto,
Good day to u. While I always wished to personally meet with u to thank u for the kind words of having welcomed us in your Mahindra family... I didn't have the opportunity to do so.
Nevertheless, its been 6 months, having owned the Scorpio LX and sorry to say that your assurance of committed services in future is just a standard format of your letter.
The sales experience feedback form was not posted to u, as I was hesitant to score yr staff for the services rendered. The car was booked on 20 Sept and tentative del. date was 30 Sept, but the car was handed over to us only on the 8th Oct., that too for silly reasons of delay.
When it came to the first service of the car at 3 mths, we experienced the unexpected. When the coupon reads FREE SERVICE, labour service is being charged. Cleanliness is not proper.. our leather seats were all greased, to cut short... very inexperienced and clumsy staff. Secondly there is a problem with the Clutch. Tthe same has to be replaced is what was promised as the clutch in this batch of cars were faulty. The feedback we get is -- order is placed but not yet arrived?? Which country is this coming from that it takes 5 months for part replacement that too from an organisation like yours.
While for the second service, time appointed was 9am while the car was taken in at 10.30am. Do u expect us to idle our time at your workshop??? We reminded the person in-charge of the clutch replacement n he says the part has not yet arrived.
Also, there is battery problems faced since February. Being a new car and under warranty terms a new battery has to be provided as the specific gravity of the battery is low. The same was checked by Exide as well as Mahindra's. This has happened on 3 occassions and everytime the battery is charged and put back.. This is not the correct measure when the verhicle is under warranty.
In the last week of March the battery drained again n the issue was raised during the second service. Exide was called to check n the status was the same... gravity low. We insisted on new battery. Mahindra's said if we need battery replaced we should personally have to get things organised (dance to the tune of Exide n Mahindra's - this is the working style in Goa) i.e. collect the request letter from Mahindra and give it to Exide which was done on 14 April. Exide calls us this morning n says the existing battery will be taken, charged n given back after 4 days, inspite of the fact that necessary documentation for new battery is produced. What should we do for 4 days without a battery in the car??? and Why cant we get a new replacement under claim???
We heard a lot of complaints from Scorpio customers that the after sales service of Mahindra's is horrible, sad but true we are experiencing the same. If our problem is not solved within this week, rest assured, v will takle this matter stringently and publish this in all the leading newspapers.
Your wishes on happy motoring and pleasant ownership is a statement yet to come true for us.
Regards,
Isabelle D'Costa.
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