Jun 05, 2010 10:39 AM
15213 Views
(Updated Jun 05, 2010 10:44 AM)
Why Mandovi
The last car I bought from Bangalore was from Mandovi. Moreover the Wheelers road showroom was walkable distance from my office
First Day
Experience
I walked into the showroom in Nov’09 and the executive attended me is SHEETHAL. She gave me the details
in a vague way and didn’t offer me a test drive.
Booking
Next day I called Sheetal and asked to send a True Value executive to evaluate my Maruthi 800. Now she got the hint that I am a true customer who really has the plan to buy a car and started the process with much interest. Further to evaluation, I checked up the other details like scheduled delivery. I specifically told Sheetal that I need the delivery only by Jan’10 and I do not need any finance and as per her I had to book immediately. Sheetal sends the executive to my office with the booking form. She called up and told that it will be 8 weeks for delivery, but in the booking form the executive marked it as 10 weeks (it’s my mistake that I should have insisted what Sheetal promised me over the phone).
Follow up - In a week Sheetal, called me and informed that the car is dispatched from Gurgaon. I immediately
told her that as agreed upon, I want the car only by Jan’10 and will not be able to take the delivery now and she agreed to it. Also Mandovi send me a letter and when asked about the same, Sheetal asked me to IGNORE it, and she will take care of it.Mid of December I called Sheetal to check the status. The answer I got
from her was so irritating. As per her
“Mandovi treats the customer who pays Rs.10, 000 as booking amount and the customer who comes with READY CASH separately. As per her, Mandovi give preference to the person who comes with Ready cash in hand”Then I had to remind her that I haven’t asked for any finance and I have the cash ready, but as earlier agreed, I need the car only by Jan’10. Atlast she passed the phone to her team leader Mr. AJAY. He personally apologized for the rude remark by Sheetal and promised me all support.
Many calls were made to Sheetal later and either she never picks up the call or say that she will call back in 5 minutes, and never the ‘call back’ happened. Mid of January I went to check the status in showroom and met Sheetal. Sheetal explained me that Dzire VDI is coming up with K-Series Engine and henceforth the delay. I was happy to know that I am going to get a new engine. Later I realised that it was a fake information she have passed on Late by Feb second week, I got the message from Mandovi to make the payment and take the delivery. Payments were made in time and I was promised that the car delivery will made on Feb 16. Ajay have asked me to meet him at 5PM in Wheelers road showroom
DELIVERY
EXPERIENCE – The utmost non-professional approach- With great expectation I reached the showroom and nobody was there to greet us in the front desk. I walked down inside and asked the service help desk about AJAY and as per them he is not available. Moreover they are not aware of the planned delivery. I checked the notice board where they put the names of the planned deliveries and my name is not there in the list. I called up Ajay and as per him he is in the other showroom busy with some issues. IS THIS THE WAY A CUSTOMER TO BE TREATED? Then he has asked someone else to give me the documents. On checking the documents I see that the invoice as well as the insurance has HYPOTHICATION marked, where as I have made the full payment. Then the service executive gave me a different invoice and promised that they will change the insurance hypothecation and give back later. By that time it was dark and as per the process, they took a photograph of delivery which I have never received till date.
Note : In between I got a chance to take delivery of Hyundai I10 from Trident Motors, Bangalore for my colleague. I was deeply touched with the respect and the professional approach they show to the customer. They had around 20+ delivery on that day and each customer they handle with 100% attention.
At the end they took the photograph of delivery and by the time the executive finished explaining the features, the photograph was delivered to the owner in a wonderful cover.
