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How does Mahindra usually handle customer concerns / feedback?
Mahindra has always been a customer centric company. We value your feedback and strive to address concerns that any of our customers may have, with speed and empathy. There are many ways you can reach us, and we will try to respond within a maximum of 24 hours, even earlier if these issues are raised within working hours.
We invest a lot of effort in training our dealership personnel, however as in any business, gaps do occur. We learn from the gaps and make immediate process corrections. Our team of engineers and customer care managers are trained to do a data based and objective evaluation of our customer's feedback. Followed by jointly arriving on a win -win solution, that develops mutual trust and strengthens long term relationships.
To help connect to customers easily, we have 16 regional offices (Delhi, Lucknow, Jaipur, Chandigarh, Mumbai, Bhopal, Ahmedabad, Pune, Kolkata, Patna, Bhubaneswar, Guwhati, Chennai, Hyderabad, Bangalore and Cochin). Our employees are trained to be polite with our customers and always base their judgments on data, facts, evidence and not on assumptions. We may not always be able to satisfy 100% of our customer's demands, but our customers can rest assured that we will be fair and always do our best to provide solutions to customer concerns, and take into account customer feedback.
How can I send feedback to regarding my experience with a dealer or an individual of the network, whom I have interacted with?
We are very eager to hear what our customers have to say about their experiences with any organization/people associated with Mahindra. There are five ways for customers to reach us and share their experience:
Fill up yellow form that is available at dealerships and drop it into the feedback box provided.
Send an email to
By fax to
, addressed to VP - Customer Care, Automotive Sector.
You can call the 'WITH YOU HAMESHA' toll free number
1800 22 6006
and narrate your feedback, and you will obtain a docket number. The docket number will also be sent as an SMS to your cell phone if the number has been provided.
From Monday to Friday (0900 - 1700 hrs) you can also call Mahindra at
If I have a concern with your local dealership and want intervention from Mahindra & Mahindra Ltd, who do I contact?
M&M has 16 regional offices. Each of these offices, have Customer Care Managers who are responsible for specific dealerships. You can contact these offices (the contact details are provided in owners handbook supplied with your vehicle) and give them your feedback. We'll ensure your concern is addressed as soon as possible.
I have already contacted your local Customer Care team but would like someone senior to talk to me, what should I do?
We have 16 RCCMs (Regional Customer Care Managers) who are in charge for their states. They are very competent engineers with vast experience in after sales and are responsible for customer care in their regions. The RCCM for your region will contact you back if you mention this desire to any individual you are talking to at M&M. You can also send a mail to
making a request that you want to talk to the RCCM. Rest assured you will be contacted back.
How long will it take for my communication to be responded to?
Mails received at the address
during working hours (Mon to Fri 0900 - 1700 hrs) are usually acknowledged within 60 minutes. Similarly we attempt to respond to letters / faxes received, within 6 hours.
If I want to reach the Head of Customer Care, what procedure do I follow?
You can send your communication to VP - Customer Care, Mr. Sanjoy Gupta on
. He will strive to respond back to you within 6 hours during working days and when he is in office. A copy of this mail communication should also be marked to
How do I reach the top person in Mahindra Automotive Sector?
The top most office in Automotive Sector is that of Sector President. He can be reached on
. You can expect a response from his office within a maximum of 24 hours.
I am facing a product expectation gap and want this to be reported to your R&D, how should I ensure this happens?
We will be glad to know your feedback regarding any of our products. You can address the communication to: the Brand Manager - (Xylo) and mail it to
or fax it to
Who should I contact in case of a product or service related enquiry?
Please call our WITH YOU HAMESHA toll free number 1800 22 6006 and tell them your request, they will give you a docket number. You will be contacted back by us or our dealership depending on the nature of your enquiry.
How do I know that the dealership is charging me the correct prices for products and services?
For all vehicles the ex-showroom prices are declared in advance by Mahindra & Mahindra. This information is available on our website. For spare parts, Mahindra & Mahindra declares the respective MRPs (Maximum Retail Prices). Labour charges for services rendered are by an hourly flat-rate as per A, B, C classified cities. These have been pre defined by M&M and each job is charged by the standard number of hours that is necessary for the job. (The calculation will be done on the basis of - hours for job multiplied by flat rate for the city. For example: If you're in Mumbai, where the hourly rate is Rs. 375. A two and half hour job would be charged at Rs. 375 x 2.5 hours = Rs 937.50.