A top executive said that Mahindra and Mahindra have solved customer complaints about the delay in delivery of their new launch 6 and XAV9E Electric SUVs.
Vijay Nakra, president of Mahindra’s Automotive Division, cited a software update required to address customer concerns on the power distribution of vehicles for delay. Nakra stated that out of over 4,000 vehicles which were distributed to the company since March had a “software patch update issue”. He said that the first batch of vehicles at the dealership affected and all the factory-dispatched vehicles now come with fully updated software, which has no other patch, he said.
Mahindra opened booking for BE 6 and XEV 9E on 14 February and said it received 30,000 orders within hours. However, software update meant that it missed the promise of mid-March delivery, which led to complaints on social media.
Nakra stated that some customers had tested BE6 and XAV9E, stating that they felt that the performance of vehicles was very powerful and quick, raising concerns around security, boundary and control, especially for people unfamiliar with EVS, especially high -power EVS.
Therefore, Mahindra decided to introduce a balanced “default driving mode”, which reorganized the motor, battery, torque and suspension for a smooth experience through a software patch. He said that security alert was also added to encourage responsible driving, he said.
As a change in vehicles, they were being prepared for delivery and continuous shifting delivery dates harassed some customers.
A Mumbai customer told ET, “I had booked an XEV 9E, but decided to cancel the booking after delaying delivery on social media and posting posts on software glits.”
An industry analyst said, “Given the criticism of two models for the company and the promotion made around them, Mahindra may plan it better. Instead of waiting for their customers and dealers, they should have clearly conveyed the reasons for the delay.”
According to Nakra, while the company could distribute vehicles and later roll out updates, it chose “a little delay to implement these changes”.
M&M has planned to offer a 79 kwh battery in the mid-range pack 2 variants launched so far, catering to customers who want more range without top-end facilities. Placed between Pack 2 and Pack 3, this new version, which is yet to be declared officially, is likely to go on sale in the next few months, Nakra said. It is also strengthening charging infrastructure. Mahindra’s Me4U app has listed 30,000 charging points, including 12,000 fast chargers, which cover about 60% of the networks in India.
