I wish to place on record the deep satisfaction and gratitude for Schangalaya Motorsâ€™s General Manager, Karthick K.19 Dec 2022 - when it all beganâ€¦
After driving for 2,943 kms I reached Podicherry. At about 7.45 pm check engine light came on the dash panel and the Thar went in the limp mode. I was upset and concerned as I needed to leave on 21st morning for my next destination. I immediately called my Service contact, Harmeet Singh, Sri Durga Automobiles, Delhi and spoke to him. The first thing he said was don't worry as Mahindra is always â€œWith you Hameshaâ€.
I was not convinced and was upset that a new vehicle is misbehaving like this. Within minutes I got a call from Mr. Chauhan, Service GM. He too assured me help is on the way and informed me that they have a Service GM WhatsApp group and the SOS has been posted and acknowledged.In the next 15 minutes I got a call from Karthick who introduced himself as the GM Schangalaya Motors, Pondicherry. He said, Mam tell me where you are and help will be there. I was taken aback that I am being assured at this hour of the day..
The service vehicle came at 8.30 pm sharp, with a mechanic also named Karthick. He used the OBD scanner to scan the error and tried his best to solve the error. At about 10.45 pm I was called by the GM again to explain that the Thar needs to be looked into deeply and they will work on the same in the morning and he assured me that the vehicle will be road worthy by evening next day. He requested to let them take the vehicle at night only. I agreed but was worried as my Thar was full of my personal belongings and I was in no position to empty the same at the hotel at that hour. I was again assured by Karthick, GM that my belongings will be safe and I need not worry. There was something in his tone which gave me comfort and confidence.
The GM again called me in the morning telling me the diagnosis work had begun, A few hours later another call from him, informing me that the fault was identified. Next was the faulty part, wiring harness, was not available with them, however it was in Chennai and he had already requested for the same and he said it is coming and will reach by 4 pm latest and 2 more hours will be required to change the part. Not once did Kathick give me an opportunity to call him to ask about the status of the Thar as he was proactively calling me whenever there was an update to be shared at regular intervals. Never have I ever experienced this, as you have to chase time and again to get an update. He again called me - part received. I was relieved. At around 8 pm he called me to say, Thar tested and all is good and asked me where am I so that the car could be delivered to me. During the day I was contemplating whether to stay one night extra, which would enable me to test drive the Thar to ensure all is actually well.I took the delivery at 8.30 pm, 24 hours later from when the distress alarms were ringing. My next concern was to check my belongings. To my utter surprise everything was as I had handed over, like even the microfiber cleaning cloth kept next to the hand brake was exactly the way I had dumped it there! Kudos to your word Karthick that everything will be intact and as you left it!!! Honestly, I did not expect that all the belongings would come back safely.
I decided at night to continue my journey as planned the next morning, basis GMâ€™s conviction and his convincing me that all is ok and to trust him! I continued my drive the next day to Kanchipuram and finally reached Delhi on 31st Dec 2022 after driving 2,670 kms from Pondicherry via various cities, without any other issue.Out of my 39 years of passionate driving, from the last 27 years I have been driving xxxxx, and 6 xxxxx back to back. This is my 1st Mahindra Vehicle, hence I was very worried about the support I would receive in case of any problem. I would now proudly like to say Karthick, GM is the 3rd service person in the driving years who has shown outstanding customer care relationship. A solo lady driver in distress was handled so aptly and confidently by him. I was wanting to meet him in person to share this feedback and my happiness. Alas, I could not. Maybe another time! The mechanic too, Karthick really worked hard to ensure my Thar was roadworthy! What is really noteworthy above, is the fact that the GM himself was in constant touch with me and my case was not handed over to a SA, UNIMANGINABLE & WOW!!!!!!
I am very very very grateful for what you have done for me Karthicks, GM and Mechanic and wish you the very best in whatever you do. May you both always be successful in all your endeavors and come out with flying colours.
I have full confidence in Mahindra and I can continue to drive solo anywhere in the country with this beautiful and memorable experience which I will cherish always and share with one and all.
Tue 03-01-2023 19:23