Dear Sir / Ma'am,
I am facing a problem with G3 Motors, Malad, Mumbai, authorised service center for Mahindra vehicles and with Mahindra & Mahindra (M&M). I have a Mahindra Logan Diesel, 2007 model. My car has been in the garage for the last two months and even after my repeated follow ups with G3 Motors and M&M, I have not got my car back. I had even escalated the problem to Mr. Pawan Goenka, President of Mahindra Motors about a month back but so far my problem has not been solved. I have been getting false promises about the delivery of the car. I have been troubled by the dealer and M&M and want to file a case against G3 Motors and M&M for harassment, causing inconvenience and negligence in repair.
I had sent the car to G3 motors for a checkup on November 21, 2011 to check for a little black smoke and a very faint intermittent sound from the engine which most likely was the sound of a timing belt. Other than this there were minor repairs to be done in the car. The sound and the smoke were not alarming but I had sent the car to G3 motors to get it checked. There was no loss of power in the engine and in fact the sound was very faint and intermittent and was not even present on the day I sent the car to the garage. A similar sound had been noticed when the car was under warranty and the dealer at that time had said it was due to some carbon deposit and had corrected it. However, this time I was told that the problem is with the fuel injectors and they would need to be serviced. I checked with the works manager (Amit) after few days on the status and was told that the injectors have been sent for service and would be received the next day. After a couple of days, I again checked the status and was informed that they are checking the car to which I assumed that the check is being done after the injector service. When I did not get any response from the works manager, I called Mr. Shetty, GM of G3 workshop and he told me that the injectors have not been sent for service as they have not been able to take out the 4^th injector. This was a conflicting report I got from Works Manager and GM of G3 motors. I was also told that there is a problem with most Mahindra Logan vehicles wherein the injector near the fuel pump is difficult to take out. This process continued for 3 weeks during which time I kept on following with the dealer. I was informed by the dealer that as the 4^th injector is still not coming out; they would have to remove the engine head to take the injector out. The injectors were then sent for service to Bosch. After the service the injectors were fitted back and a loud sound started coming from the engine when it was raced. To this I was given an explanation that since the injectors have been serviced, fuel supply to the engine is better and hence a loud sound is coming. I have been an automobile engineer myself and could see that false and foolish statements the dealer was making. The sound was not at all present when the vehicle was sent to the garage and had started after the injectors was serviced, which clearly indicated that there was a problem with injector service of fuel injection timing. On probing further I was told by the dealer that there is a problem with the engine and it would require an overhaul and the estimated repairs would be around 1 lac rupees. I asked the dealer to get the engine checked by Mahindra engineers as I was very confident that the problem was with the injector service and not with the engine. As I was not getting a proper response from the dealer I escalated the matter to Mr. Pawan Goenka, President, M&M. I got a response from Mr. Goenka and was contacted by Mahindra customer service. I gave all the facts of the case to Mahindra and was expecting a thorough investigation of my complaint. While explaining to the Mahindra engineer on what had happened till now and how the injector service seems to be a problem, I was told by the engineer that Mahindra does not recommend service of injectors. I was amazed at this fact; the dealer gets the injectors serviced which Mahindra engineer says is not recommended! After a few days I got a call from Mahindra and it seemed that the Mahindra engineer was towing the line of the dealer and taking an easy way out. Instead of investigating the matter throughly I was told that the vehicle has run for 77,000 kms and the engine is due for an overhaul. I repeatedly told Mahindra that there was no loss of power in the engine and there were no symptoms which suggested that there was a major problem with the engine. However I was being bulldozed by the dealer and Mahindra to get the engine overhauled. I was asked for the service records by Mahindra, which I provided them. I had serviced the car at the dealer except for last two services when I had sent the car to Carnation. I had sent the car to Carnation as I was not getting service dates from G3 and they often called up at the last minute to reschedule the service date. I was told that Carnation has not used the correct engine oil and that may be the reason for engine problem leading to an overhaul. I asked them to give this in writing to me so that I can take this up with Carnation. I never got this in writing and it was clear that Mahindra engineer / customer service was now trying to make excuses for a mistake of theirs. I also verified the grade of engine oil used by Carnation and found that there was nothing wrong in it and was a recommended grade for diesel engines. While my tussle continued with G3 and Mahindra, I asked them to get the work on the engine started. I was told that I will get the vehicle in a week’s time, which obviously I did not get. Another false promise from G3 and Mahindra. Then I was told that I will get the vehicle on Januray 12, which came and went and I did not get my car back. I again wrote to the Mr. Goenka’s office after which I was contacted and informed that they are trying to deliver the vehicle around January 19, which I am not sure of will happen. I have been told that they are waiting for parts. Cannot believe that for a model that is in the market, so much of delay is there for the parts. I am now convinced that there is either a manufacturing defect with the engine or the dealer has messed up the job which they are now trying to cover up.
I have been troubled enough by G3 and Mahindra. The car is in the garage for almost two months. I do not know what they are trying to do with the vehicle; after all it is engine repair not building a rocket! And on top of it I would be asked to pay the bill for their mistakes and inefficiencies. As my family and I were being inconvenienced, I had to buy a new car which was an unplanned purchase and has dented my pocket. I had even asked G3 and Mahindra to provide me an alternate vehicle since the repair was taking so long, to which I was told they can hire a car at Rs. 2000 per day and give it to me. Thank you so much for the customer service, I can myself hire at a price lower than this and don’t need Mahindra for that. In this whole process I am sure that there is some connivance between G3 and Mahindra. Spare parts are a big business for them and they try to cheat the customer by making false reports on the vehicle.

For a problem that was seemingly minor, I have been inconvenienced by G3 Motors and Mahindra and would be even required to pay for their inefficiencies and mistakes. I would like to pursue this matter with the consumer court and get justice.

Thanks & Regards,

Rajat Khanna