MAHINDRA SA/MAHINDRA EAST RAND MALL - BAD,BAD,BAD!!!

We purchased our Mahindra Scopio N 4 x 4 at MAHINDRA SA....see emails below what would be our BIGGEST MISTAKE!!!!!Please send me the branch manager and the director’s email addresses so that I can ensure that they are made aware of the very unfortunate customer service journey that Coenie and I are experiencing. This needs to be rectified with immediate effect. We do not want to cancel the sales agreement, but we expect to receive what we agreed to. > > Sal jy asb vir ons feedback gee of ons vraag bo? Goodday Warren > > I believe you are one of the directors of Mahindra East Rand. > > Please scroll down and take note of the email feed w.r.t our experience with the purchase of the Mahindra Scorpio N 4x4 adv Z8 > > Further to the history below thus far, whilst on the highway Friday 11/10/2024, the car went into limp mode, AC disengaged, temp light flashing. It happened 4 times on the way from Brits. > > I reported this to the salesman and took the car to the service department on Saturday Morning 12/10/2024. After phoning the Saturday afternoon, it was reported to us that it was a sensor issue and your technical team was unable to rectify without instructions/ directives from Indie. This we find very disturbing. > > This vehicle was sold to us as “the best SUV for 2023”, yet nobody on the day of delivery could assist us with the NAV system. We had to spend the weekend on youtube to make sense of how the AC system and the temperature control works. After taking the vehicle back it was then determined that the software on the vehicle was outdated and had to be updated. Should this not have been done BEFORE delivery??? > > We took delivery of the vehicle with scratches inside, coffee stains on the door panels and was convinced that this vehicle was used as a DEMO model. I sent the images to the sales person. > > Technical had no knowledge how to dislodged the roofrack, that made such a noice after we took delivery, that the vehicle had to be book in to resolve. > > I am of the opinion, inspite of the accolades afforded to your branch as the “best in the west”, that no training was given to the sales team on this vehicle to ensure a smooth hand-over to client. > > We are utterly disappointed with this vehicle and insist on a new vehicle, exactly the same as this one. > > Failing our request, we will be forced to forward our complaints to Mahindra SA and the Ombudsman. > > We are waiting your reply. >

> My email this morning however needs to highlight the flaws in our customer journey unfortunately. And with this I need to assure you that Coenie and I are not complainers – we make calculated risk decisions based on as must information we are provided with so that our decisions can be informed decisions. > > It is imperative that the information below is forwarded on to the manager of your branch, as well as your directors and I would appreciate it if you can provide me with their email addresses: > > * Coenie and I met JJ, your sale agent on Saturday morning, 14th of September 2024 and expressed our interest in purchasing the Mahindra Scorpio N 4x4 A/T Adventure Z8. We were told that this model had just won the Old Mutual award for the best SUV in South Africa – great news! > * JJ took us on a test drive, but in a different model Scorpio and explained all the wonderful features of the car – we were so impressed and excited. We were told that the Mahindra Scorpio N 4x4 A/T Adventure Z8 that we were purchasing have all these features and more. > * We were then informed that there was a current discount deal available that pertained to a R46 000 discount, or should finance be approved at Westbank – the discount would on the purchase would be R100 000 subject to finance approval and that this offer was available until the end of September 2024 only – you confirmed that we met the financing criteria but……we were then informed that the information was a mistake and that the discount did not relate to the Mahindra Scorpio N 4x4 A/T Adventure Z8. > * After some discussions with your manager Rudi, Coenie and Rudi came to an agreement and Coenie and I decided to proceed with the purchase despite of the misinformation. > * We signed a purchase agreement for a new vehicle, and we were under the impression that we received a new vehicle on Saturday 21 September 2024. As you know it was raining on Saturday. Coenie and I were so proud of our new car. > * On Saturday afternoon Coenie and I tried to find the navigation application in the infotainment – after several back-and-forth discussions with JJ (who could not advise us) we found out that our phones had to be linked to the Android Auto application. We really feel that because of all the technical applications and settings, that we should have been shown all of this as part of the customer journey. > * As part of the search and trying to find our way through the technical applications Coenie noticed that the car already had 260km on the clock. We signed a contract for a brand-new car…. > * Further investigation and then noticing scratches and evidence of footprints and coffee stains inside both the front and the back seats made us realise that the vehicle we received was indeed a demo model. This is not acceptable as we agreed to pay the agreed price for a new vehicle. I have attached evidence photos. > * In addition, we took the car for a drive on the highway to Pretoria to appreciate the advanced features, just to experience the most incredible constant whining noise, seemingly coming from the roof rack – this is most disturbing and annoying. Once again, we were not told that we could expect anything like this and having just signed financing and insurance for such an expensive car, this is totally unacceptable. > > Coenie will be coming to the branch this morning to discuss all of this with your branch manager. The above really leaves such an unpleasant taste where it should have been such a wonderful experience for Coenie and I. > > In addition, both Coenie and I are travelling shortly as you know, and we really do not have the luxury of time on our hands to sort all of this out. > > Please send me the branch manager and the director’s email addresses so that I can ensure that they are made aware of the very unfortunate customer service journey that Coenie and I are experiencing. This needs to be rectified with immediate effect. We do not want to cancel the sales agreement, but we expect to receive what we agreed to. Coenie needs to in addition speak to your technical support division to understand the applications in the car and sort out the roof rack noise. Goodday Warren > > Thank you for the response to my email. I expected no less from you as a director of your company. Sadly, its more than I can say from the rest of your team, with the exception of Willie, Technical Manager, who actually took the time, after hours and explained, to his limited knowledge, of ECU and Sensors and what they did to try and resolve our complaints > > My response to your email will not be a pleasant one though. > > Your branch Manager Rudi le Roux phoned on Monday, 14/10/2024 at 17h00 to address our concerns and would’ve reported back on the repair of the SENSOR ECU mal-faction. To date, no report was given. > > Today, Sunday 20/10/2024, on our way back from PTA, the same problem caused us to drive on the side of the highway, car in Limp-mode at 95Km/hr, AC disengaging, no power at all. I’ve attached a video clip of the dashboard..its like a disco! > > In two weeks my wife would drive down to Durban, as this is part of her job to do once a month, hence the purchase of a new “reliable “ vehicle. The N3, as you probably know, is full of trucks in the left lane and going into Limp mode in the fast lane with traffic behind you, up and down Van Reenen and PMB, how is she suppose to negotiate a car, in the fast lane, that would not respond??? > > I will be bringing the vehicle back on Monday morning at 10am, with a box of matches. I expect to see the directors, manager, sales person and technical to meet me so I can hand you back your car and you will make arrangements for a new vehicle, IN TIME for my wife to go to DBN, exactly like the one we purchased and you were paid for. > > DO NOT, send me a reply with an apology. Send me a response with when we can take delivery of our new vehicle. > DO NOT expect us to rely on our warranty. WE DON’T HAVE TO USE OUR WARRANTY X 2 NOW…THIS IS A NEW VEHICLE!!! > > Needless to say, we will be escalating our dismay to Mahindra SA for what its worth. We will now have to engage a legal route to demand a new vehicle. WE DO NOT WANT THIS ONE! > Goodday Warren and thank you for your response.

I’ve received the vehicle back this afternoon and was told it is nou repaired. Can you please provide me with a written report of what was wrong and the process followed to repair, for my record purposes. Attention Nicolette

Please see correspondence below. We are still waiting on your report, requested on the 24th of October 2024, as to the repairs done on our new vehicle at Mahindra East Rand. We have no record as recourse should the same problem occur.

Failing your assistance in this regard, we will escalate the request to senior management. 2/11/2024: On the N3 the car went into LIMP mode...AGAIN!! in a heatwave of 37deg, no AC working and this was repaired as per Mahindra SA. I am still waiting for report on the previous "Limp-mode" repairs Mahindra SA and Mahindra East Rand refuses to give us another vehicle, as this one is NOT WORKING and we're NOT getting what we bought...R 900,000.00 ( finance charge included) WE WANT WHAT WE PAID FOR!!!