Mahindra 24/7

weldingisfun · Jul 20, 2007

If anyone from Mahindra reads TBN, take note. The 24/7 link on your Website is not functioning properly. When I entered my tractor SN to logon, I was told my SN was invalid and to contact my dealer. First of all, I took the SN directly from the tractor and second, my dealer told me from his experience nearly half of the logons are unsuccessful for the same reason.

You guys, Mahindra that is, will probably get a lot more business on the 24/7 link if you fixed it.

NetworkMD · Jul 20, 2007

I just tested my 4110 and was able to log in ok? 10 characters and I used numeric zero for the 0's

Good luck in getting this resolved

Jsupport · Jul 20, 2007

Hey Mr. Weldingisfun,
I have sent you a private message with my contact information. I will be happy to help you soon as I hear from you.
Thanks for choosing Mahindra!!!

"A SMILE IS A LIGHT IN THE WINDOW OF THE SOUL, INDICATING THAT THE HEART IS AT HOME."

Best Regards, Brenda
Customer Relations
Mahindra USA, Inc.

Jsupport · Jul 20, 2007

To All Our Friends on TractorByNet,

We greatly appreciate your feedback on the 24/7 Owners Care System. We deeply regret any inconvenience you may have experienced trying to login to the Owner Care system. We are in the last days of the pilot phase of final introduction of this program to all of our customers on August 1st. We chose to have a phased release to select customers over a period of a couple of months, so we could gather important feedback from users to improve the system. We have received a lot of important feedback from several important sources, one of which is, tractorbynet.com. We have noted the login issues and they are being addressed in the final revisions of the program.
In order to have proper expectations, I think it is important to explain the purpose of this 24/7 Owner Care System. It was designed as a convenience to our Owners when their dealer was not available. The Call Center agents are trained to provide Basic Information for Customers and to gather information on more complex issues to be forwarded to their local dealer. This system was not designed to replace the expertise of our Dealers. Locals Dealers are still your Primary Support Contact. They have the parts, tools, facilities and trained staff to diagnose and repair complex issues.
I have found that people tend to have more realistic expectations when I present the following scenario. You feel chest pains and contact your doctor. Would you feel comfortable with a diagnosis given over the phone or via email? I am quite confident that your doctor would recommend that you go to the emergency room where they have the right equipment to properly diagnose your condition. While this may seem dramatic, it does seem to get the point across.
The bottom line is that Mahindra USA is trying to improve the experience of owning a Mahindra tractor. We find one of the best ways is to listen to the people who buy the products.
Again we greatly appreciate you taking the time to give us your feedback. Please feel free to contact us if you have any further issues.

"A SMILE IS A LIGHT IN THE WINDOW OF THE SOUL, INDICATING THAT THE HEART IS AT HOME."

Best Regards,
Brenda Bradshaw
Customer Relations
Mahindra USA, Inc

PBinWA · Jul 20, 2007

weldingisfun said:
If anyone from Mahindra reads TBN, take note. The 24/7 link on your Website is not functioning properly. When I entered my tractor SN to logon, I was told my SN was invalid and to contact my dealer. First of all, I took the SN directly from the tractor and second, my dealer told me from his experience nearly half of the logons are unsuccessful for the same reason.

You guys, Mahindra that is, will probably get a lot more business on the 24/7 link if you fixed it.

Amen! Nothing more frustrating than something that is supposed to work but doesn't.

If a feature is in development or a "phased release" it should be noted as such. Otherwise, you're just going to piss off the users. I know I was annoyed.

Travis_R · Jul 20, 2007

With Brenda's post as she stated above, THAT IS ONE REASON WHY I AM FIXING TO BUY A NEW MAHINDRA. I wish to God that I hadn't sold my 97' Mahindra 485 DI.

Travis R

Cacinok · Jul 20, 2007

i just became an owner of a mahindra today, glad to see there's a customer service rep on TBN.

Oilbrnr · Jul 25, 2007

Just tried my SN of my new 2615hst. No go.

Brenda, what is going to be available in the 24/7 area?

Jsupport · Jul 25, 2007

Hey Mr. Oilbrnr,
I have sent you a private message with my contact information.
"A SMILE IS A LIGHT IN THE WINDOW OF THE SOUL, INDICATING THAT THE HEART IS AT HOME."

Thanks,
Brenda
Customer Relations
Mahindra USA Inc.`

Old Pop · Jul 27, 2007

I too am unable to log onto the 24/7 site as well. It tells me to contact my local dealer. I was informed today that my local dealer lost their contract with Mahindra and are no longer involved. The nearest dealer is quite some distance away so I wont be able to get connected with them. I like the idea of the site concept of assistance but hope it will be available to all when up and running.

Mahindra 485DI Ser# SP1362HT.

awill99 · Jul 27, 2007

My new 6500 4WD Serial # doesn't work either. Just assembled by Mahindra in May...

weldingisfun · Jul 28, 2007

That is what I ran into trying to log-on to 24/7. I spoke with Brenda and what we did was add a (-) to the SN. My tractor (2003 4500 4WD) showed the SN as US 1323. Brenda had me enter it as US-1323 and I was able to log-on.
Give it a try, who knows, it may work for you too?

awill99 · Jul 28, 2007

That didn't work either

weldingisfun · Jul 28, 2007

Call Brenda. She is Mahindra Customer Relations.
1-800-887-2286 EXT. 321

srjones · Jul 30, 2007

Brenda, sent you a PM with my specifics, but basically the same issue as others have listed (can't login).

However, please let me offer the following constructive criticism speaking as an IT professional for the past 12+ years. I think this has much potential and I'd like to see it go well. But...

1. If this is problem on the 'back end' (ie. there just isn't a record of the customer's serial number in a database some) then please make an effort gather all the available data from prior sales OR at least create a registration process for dealers to create new records on behalf of their customers.

2. If this is a problem on the 'front end' (ie. customers need to enter the data in a certain format) then please, please, please tell us what that format is. Maybe a drop down box with Model and Year purchased which may influence the format of the serial number expected would smooth the process.

3. In ANY case, when an error occurs don't just tell the customer to contact the dealer for a login problem. What if their dealer doesn't exist? what if the customer has moved to a different area?

Just my $.02USD.

-Steve

Tim_in_IA · Jul 31, 2007

srjones said:
Brenda, sent you a PM with my specifics, but basically the same issue as others have listed (can't login).

However, please let me offer the following constructive criticism speaking as an IT professional for the past 12+ years. I think this has much potential and I'd like to see it go well. But...

1. If this is problem on the 'back end' (ie. there just isn't a record of the customer's serial number in a database some) then please make an effort gather all the available data from prior sales OR at least create a registration process for dealers to create new records on behalf of their customers.

2. If this is a problem on the 'front end' (ie. customers need to enter the data in a certain format) then please, please, please tell us what that format is. Maybe a drop down box with Model and Year purchased which may influence the format of the serial number expected would smooth the process.

3. In ANY case, when an error occurs don't just tell the customer to contact the dealer for a login problem. What if their dealer doesn't exist? what if the customer has moved to a different area?

Just my $.02USD.

-Steve

Tell the webmaster "JavaScript Validation"

Formats are easy to distinguish before the customer clicks submit. I haven't tried this website out yet, since whenever I am working with the tractor I am covered in grease. But I am excited to see what is out there. Hopefully I don't regret the hundreds I spent on manuals

civesnedfield · Aug 14, 2007

Ok, I waited util the dust settled and gave it a try. I have tried all the combinations of the tractor serial number posted and I an unable to sign into the 24/7.
It gets better. On the page it has a link to e-mail if you are having troible logging in. Sent the e-mail. Get an e-mail back Undeliverable.
I think that the 24/7 is a great idea. When is it going to become a reality?

Jsupport · Aug 15, 2007

civesnedfield said:
Ok, I waited util the dust settled and gave it a try. I have tried all the combinations of the tractor serial number posted and I an unable to sign into the 24/7.
It gets better. On the page it has a link to e-mail if you are having troible logging in. Sent the e-mail. Get an e-mail back Undeliverable.
I think that the 24/7 is a great idea. When is it going to become a reality?

My Dear TBN Friends,
I AM SORRY YOU ARE HAVING ALL THESE PROBLEMS!!!

I don't know what is up with the link but I have emailed this problem to our IT department. You will need to contact me personally with your tractor serial number. My phone number and my extension are also on the login page. Or you can send me an email:

"A SMILE IS A LIGHT IN THE WINDOW OF THE SOUL, INDICATING THAT THE HEART IS AT HOME."
Best Regards,
Brenda Bradshaw
Customer Relations
Mahindra USA, Inc.
17723 FM 2920
Tomball, TX 77377
brenda.bradshaw@mahindrausa.com.