Nice move by Mahindra.

[Dougster]

Ah, common Dougster I never said people from New England talked funny

Just teasing you man! I couldn't resist!

Dougster

 

[mboulais]

I tried using the 24/7 live chat last night. I won't waste my time again. I spent 5 minutes waiting while he checked to see if my product registration / and serial # matched up. Then I spent 20 minutes explaining a problem with bleeding the loader hydraulics while he asked me questions like "Mr. Marcel, how much are you trying to lift?" and "Mr. Marcel do you have anything chained to the bucket?". In the end he told me they were not able to help with technical questions, that I would need to talk to a dealer. He offered to "escalate" my problem to the dealer. I should have known better than to think they would provide actual tech support.

 

[Dougster]

I tried using the 24/7 live chat last night. I won't waste my time again. I spent 5 minutes waiting while he checked to see if my product registration / and serial # matched up. Then I spent 20 minutes explaining a problem with bleeding the loader hydraulics while he asked me questions like "Mr. Marcel, how much are you trying to lift?" and "Mr. Marcel do you have anything chained to the bucket?". In the end he told me they were not able to help with technical questions, that I would need to talk to a dealer. He offered to "escalate" my problem to the dealer. I should have known better than to think they would provide actual tech support.

Yeah, my experience exactly.

Step 1: A seemingly endless process of verifying your name, your address, model, year, serial number, attachments, the original purchasers name, his address, the selling dealers name, the selling dealers address, current dealer's name, current dealers address... and on and on and on for at least 20 minutes (It sure seemed a lot longer). You were very lucky to get by with 5 minutes!!! Perhaps they have already improved!

Step 2: Then into a kind of kindergarten level Q&A refresher in tractor basics that insult the intelligence of any man or woman who made it through third grade and actually OWNS a tractor.

Step 3: This is where you desperately describe your problem or question over and over again as precisely as you can about six times... and get nothing back but "canned", computerized responses... all based on keyword searches on the other end... and all "answers" lifted verbatim from the owners manual... that absolutely do not apply in any way to your question or issue.

Step 4: This is the final step where they tell you that your issue or problem (no matter what it is) is far too technical and complex for the hotline and then they refer you back to your dealer... who unless brand new with Mahindra, you probably should have (or would have) called in the first place had you been able to do so!

I love MahindraUSA (once you get past "the wall") and its dealer network (well, at least the experienced dealers... not so much yet with some of the newcomers)... but this new "hotline" is currently a complete and total waste of time. If you can find your purchase documents... which you will likely need (See Step 1)... you should be able to find and read your owners manual as well. And don't expect any help beyond the contents of that owner's manual.

Dougster

 

[Jsupport]

Hey guys, Just want you to know Mahindra USA appreciates your feedback. We also appreciate your calls and your chats to the call center. This Customer Care is still new to Mahindra USA as well as to the tractor industry. Our call center agents are not trained to answer highly technical questions. However, they are trained to ask for your product serial number, your name, address and zip code, to make sure we are speaking to the correct owner. Hopefully, someday with guys like you calling and helping us train them they will become experts also. First and foremost this call center is not to replace the local dealer. We encourage you to use this system, but please don't get discouraged we are all still learning and we are all in this together. Thanks again for your feedback and keep making those calls.

 

[YanmarFever]

I remember my first days on the job as a young buck, I look back and laugh at myself many times.
Mahindra is trying something new here that up until know did not exist for tractor owners with their call center.

Yes they are going to trip & stumble, but they are determined to make this work and help their tractor owners out.

I say we give them some time to iron out any problems and get on the ball.

as with anything new, it going to take some time, theres a learning curve to get over

 

[Dougster]

I remember my first days on the job as a young buck, I look back and laugh at myself many times. Mahindra is trying something new here that up until know did not exist for tractor owners with their call center. Yes they are going to trip & stumble, but they are determined to make this work and help their tractor owners out. I say we give them some time to iron out any problems and get on the ball. as with anything new, it going to take some time, theres a learning curve to get over

I am not unhappy at all... except for that incredible third degree on the identification thing to make sure I was not a terrorist or a Yuppie Kubota owner!

Believe it or not, I feel MahindraUSA has done fine by me... especially on that recent 2nd remote valve kit that came through a little backwards. Once they got the message that I needed help, three different folks down there were on the case and I had the info I needed and correct part in hand almost immediately. No complaint here at all.

I just think the new hotline service is kind of funny right now... ...and let me be clear: I used the online... not phone... hotline service.

Dougster

 

[YanmarFever]

Dougster that explains the 20 min wait !!

It was homeland security, they had to check you out first

yes, yes, Im sure of it now

RIGHT ??

 

[rback33]

I am not unhappy at all... except for that incredible third degree on the identification thing to make sure I was not a terrorist or a Yuppie Kubota owner!

Dougster that explains the 20 min wait !!

It was homeland security, they had to check you out first

yes, yes, Im sure of it now

RIGHT ??

I bet it's because of that new bucket... it's a wonder u got through at all..

 

[Dougster]

Dougster that explains the 20 min wait !! It was homeland security, they had to check you out first yes, yes, Im sure of it now RIGHT ??

It must be my beard! Think I should shave it off???

I bet it's because of that new bucket... it's a wonder u got through at all..

Well, you laugh but I gotta tell you: After I gave them my social security number, date of birth, mother's maiden name and business information... but before they got into passport number, sexual preference, color of eyes/hair and family information... there was a long pause and then they asked:

"What color is your bucket"???

I quickly logged off and hid underneath my bed for the rest of that night.

Dougster

 

[YanmarFever]

Dougster , you need to go & rent the movies Conspiracy theory, & enemy of the state, then and only then will you understand

Ahum. ( better have a language filter on the tube )

Ernie