dennis_nail
Adept
In the world of pathetic Customer service, especially in the Auto sector, I would like to share a positive experience from Customer Care of Mahindra 2 Wheelers!
November 2010: I bought a Mahindra Rodeo from a dealer here in Goa. The decision to buy this was mainly based on ready availability as compared to months of waiting period for the competitors. Some of the nice features Rodeo has turned out to be bonus. I was happy with the initial impression.
December 2010: Noticed the problem with the self start. With Rodeo idle for 2 days, the self-start failed to work. I assumed it to be problem with the battery and took it to the service centre. The service engineers checked and confirmed battery drainage and recharged the battery. The problem was rectified for about 2 weeks.
January 2011: 3 Weeks after the service centre worked on the self-start/battery issue, the problem resurfaced again. This time, I took the scooter to a different (nearer) service centre which had started its operation in the same month. The service engineers there checked the issue and charged the battery again and tightened the connections, but could not locate exactly why the battery drained. I was not so happy with their approach, but decided to wait and check if problem goes away.
10th February 2011: A few days after the second attempt at resolving the problem, the problem raised its ugly head again. I was very much frustrated, especially because my wife was using this scooter most of the time, and with self-start not working properly, it was pretty much useless for her. I wrote a strong mail to the Mahindra 2 wheelers Customer care (customercare@mahindra2wheelers.com) explaining my problem at 6:04PM. I also sent a copy of the same to Anoop Mathur (Head of Mahindra 2 Wheelers Division). I expected a reply in 2-3 days.
From 7:00 PM itself, I started getting calls from Mahindra Care. I was unable to take them as I was traveling. Finally at 7:15 PM, I was able to take to Mahindra Service Senior Engineer Sunil (who was incidentally in Goa for some work on that day), and he mentioned that he had received a call from their West India Customer Care office that my problem needs to be resolved within 24 Hours. Sunil mentioned that he would personally be present at the Service centre the next day to resolve my problem. I was totally shocked to say the least. I assume that the sending a copy of the mail to their Head must have set things rolling.
11th February 2011: I sent the scooter to the Service Centre. Mr. Sunil personally checked the battery and other components and found that there was some current leakage from the speedometer component which drained the battery. The full part was replaced and it was tested for about an hour for leakages. I received the rectified scooter at 5:00 PM. That was less than 24 hours from the time I sent a mail to their Customer care. The West India Customer Care Head followed up with me
and confirmed that they worked on my issue.
22nd February 2011: I kept the scooter idle last 3.5 days and tried self-start. Lo and Behold, it worked perfectly fine. I am relieved that the problem that was there since mid November was finally resolved in a span of 1 day.
Its refreshing to have this kind of service, especially from an Indian company. I hope they treat every customer this way, and my case is not an exception. Anyone else got similar experiences?
November 2010: I bought a Mahindra Rodeo from a dealer here in Goa. The decision to buy this was mainly based on ready availability as compared to months of waiting period for the competitors. Some of the nice features Rodeo has turned out to be bonus. I was happy with the initial impression.
December 2010: Noticed the problem with the self start. With Rodeo idle for 2 days, the self-start failed to work. I assumed it to be problem with the battery and took it to the service centre. The service engineers checked and confirmed battery drainage and recharged the battery. The problem was rectified for about 2 weeks.
January 2011: 3 Weeks after the service centre worked on the self-start/battery issue, the problem resurfaced again. This time, I took the scooter to a different (nearer) service centre which had started its operation in the same month. The service engineers there checked the issue and charged the battery again and tightened the connections, but could not locate exactly why the battery drained. I was not so happy with their approach, but decided to wait and check if problem goes away.
10th February 2011: A few days after the second attempt at resolving the problem, the problem raised its ugly head again. I was very much frustrated, especially because my wife was using this scooter most of the time, and with self-start not working properly, it was pretty much useless for her. I wrote a strong mail to the Mahindra 2 wheelers Customer care (customercare@mahindra2wheelers.com) explaining my problem at 6:04PM. I also sent a copy of the same to Anoop Mathur (Head of Mahindra 2 Wheelers Division). I expected a reply in 2-3 days.
From 7:00 PM itself, I started getting calls from Mahindra Care. I was unable to take them as I was traveling. Finally at 7:15 PM, I was able to take to Mahindra Service Senior Engineer Sunil (who was incidentally in Goa for some work on that day), and he mentioned that he had received a call from their West India Customer Care office that my problem needs to be resolved within 24 Hours. Sunil mentioned that he would personally be present at the Service centre the next day to resolve my problem. I was totally shocked to say the least. I assume that the sending a copy of the mail to their Head must have set things rolling.
11th February 2011: I sent the scooter to the Service Centre. Mr. Sunil personally checked the battery and other components and found that there was some current leakage from the speedometer component which drained the battery. The full part was replaced and it was tested for about an hour for leakages. I received the rectified scooter at 5:00 PM. That was less than 24 hours from the time I sent a mail to their Customer care. The West India Customer Care Head followed up with me
and confirmed that they worked on my issue.
22nd February 2011: I kept the scooter idle last 3.5 days and tried self-start. Lo and Behold, it worked perfectly fine. I am relieved that the problem that was there since mid November was finally resolved in a span of 1 day.
Its refreshing to have this kind of service, especially from an Indian company. I hope they treat every customer this way, and my case is not an exception. Anyone else got similar experiences?