Mahindra Scorpio / Poor Delivery / Logistics Operations
To Mahindra Auto Team,
This is a very serious concern that I have regarding the delivery of vehicles and lack in transparency between Mahindra and TVS.
Earlier, last month, I had booked for the new Scorpio Vlx - D.White from the Cochin Showroom. Upon booking, the sales person (who I suppose is a reasonable person in this deal) enquired at Palaghat and assured delivery of the vehicle within 2-3 weeks. He mentioned that the vehicle would be ready, even before, but did not assure the same. But we were happy with the time 2-3 weeks. People usually plan things in advance based on the expectation. (In my family, we get a new car like say once in 10 years - just mentioned to tell you how much we learned about the vehicle and how much passionate we are about the vehicle that we get also mentioning how less experienced we are in dealing with Car dealers). I planned my leave accordingly and it got skipped twice now. And now, the Sales person mentions that he has got absolutely NO IDEA as to when the vehicle will be delivered. Doesn't that sound absurd? No complaints regarding the sales person, since he has not got the proper communication regarding how many vehicles will reach the yard and when he can promise the delivery.
Four people whom I know directly or not have cancelled their booking of the new Scorpio, just due to this delay. God knows how many more have cancelled it. You see, it's like telling a small kid that you will get him an ice cream while in the park, and keep delaying it. Finally when you get him at ice cream when he is back at home, he may even throw it back at your face.
I donot mean any personal offense to anybody, but I am sure that the system of delivery / your process of Transportation and Logistics of the vehicles is INCOMPLETE somewhere. Else, there would not be a case where Cochin office informed the Palaghat office that they had a requirement for 2 white Vlx vehicles and they instead get 2 black Sle vehicles. I came to know this, when the sales person told that " If it was a black Sle, they could have delivered".
You see, I am not telling that Scorpio is the complete SUV, but for the price, it's a good deal and that's why many people opt for the car. But if you try to compromise the service that the company giveswith the quality of the car, you could start loosing a lot of valuable customers, especially at this time when the competition is high. Again, I am not cancelling the deal anyway. But I know 1 person who booked for a D.White Scorpio, cancelled it due to the delay, booked a Pearl white Tata Safari and is riding it around in town as I write this. See, most people don't really know a lot about engineering and vehicles. You delay one masterpiece in engineering to them, they but another piece (may be not a masterpiece). After all it's their money and they choose. Please don't loose out customers like this, if you really care for the company.
There is an expectation set for such a customer when you see the vehicle in front. But, once you don't get the vehicle, this dies down. The Eagerness is killed and the Thrill is lost.1 unhappy customer means a lot of wasted business.
Being a well-wisher for the vehicle and the company, I request you to look into this issue, find out a solution and if necessary you may even contact me. I would be obliged to give you my views and possible solution, in case there is a problem.
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