| Address: Mumbai City, Maharashtra |
I had purchased the second hand Maruti Alto from Mahindra First Choice (Goregaon West) in December'10 with a warranty of 1 year.
Due to heavy rains & unsudden oil leakage the bearing got jammed and the engine stopped working. At the time of purchase I had got bservice card (which is supposed to be used within 1 year in case of any breakdown).
Stranded in heavy rains with a broken down car I called customer service which was located in Chennai. there was big communication problem which led to my car getting toed after 3 hours.
My car was taken to Mahindra First Choice (Andheri West) for evaluation. As there was engine related problem they realized after 5 days that same needs to be repaired at Mahindra First Choice (Goregaon West).
Once again after constant calls and follow up from my end ;my car was toed on 02/08/2011. The staff at Goregaon asked me to get in touch with Mr Suhas in the Warranty Department who I met on the same day. The warranty person instructed me to come personally to to hand deliver my warranty papers. I wasted my productive time over there as there is no process to submitting papers through courier. He asked me to wait for 1 day but as expected they forwarded my request for warranty to HO.I got replied from HO through Suhas after a whole week!! stating that the same will be done at Rs 4400/- which I agreed to pay. A day later once again I got a call from Suhas stating that my car needs to be evaluated by National Insurance Co. After the evaluation they abruptly mentioned that my claim was rejected so I would have to bear Rs.16000/- which I disagreed. Once again they ask me wait as they wanted to put forward my request to HO. After 2 weeks unclear replies, waiting hours together on hold & teleconversation with Mahindra First Choice personnel, and testing the extreme limits of my patience. I thought my ordeal would get over and there would be a positive movement towards the repairs of my car but they reverted saying that I would have to make the approx.. Rs 16,000/- + payment. On hearing this I informed them to toe out my vehicle to my local garage in Andheri to which they unashamedly refused . I cited them their own policy of free toe facility can be used for 50 Kms. Following the hour long pleas and strong requests The vehicle was toed to Andheri East MFC and not to my local garage!! which I had requested for .I had to walk out of my family function and had to arrange for another toe guy to take it to Andheri West.
As per the process again the vehicle can be toed only from dealer to dealer, in my case Goregaon to Andheri but only to the dealer in Andheri. My garage person is in Andheri (W) so i politely requested them if the toe can be done till Andheri (W). Only after my request they tell me that it's not possible and as per the process it has to be done only thru dealer to dealer. Now the vehicle was towed to Andheri west MFC after long follow up. From Andheri (E) i had to arrange for another toe person to Andheri (W). Only if they had agreed i could save on the Rs. 600/-.
Damage done:
Mentally Stress & Unwarranted Aggravation Almost 70 to 80 calls of follow up with call center every time explaining my issue, Mr. Suhas -Warranty officer, Rajesh HO- Warranty head, Amit -Sales manager.
Physical: Car has been damaged after the National insurance company evaluated the car.After inspection the Mahindra First Choice did not even reassemble my car plus the car was seriously damaged after toeing drop off at Andheri East .
Conclusion:
· Car was sold to me with no proper maintenance done before selling. There was a clutch problem from the very beginning but was not rectified and still sold to me. In these 2 weeks i may have spoken to 15 different guys of Mahindra.
· Oil tank was leaking but the blame was put back on me for the car breakdown
· Intentionally harassing me by making me follow-up with different people to give up on my warranty request
· Appalling dismantling work by MFC and National Insurance co.
· Disregard towards customer grievance & shamelessly passing the buck
· Concocted the National Insurance co. rejecting my claim to save on a few thousands
· Sales manager selling product without administering 100 point checks which the company so claims.
· Disgraceful staff service
· Customer care with low policy knowledge and poor guidance.
· Car was given in proper shape by customer and post physical inspection by MFC it was in a awful state (pls see attached pics )
Kindly help me in getting justice, it's not about the money but the torture that they put me through. Only if things were communicated properly and in a systematic manner it would have saved me all the trouble. I only came to Mahindra since the engine breakdown is mentioned under their clause for warranty.
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