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, ****** 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

 

[Dougster]

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

Go ahead! Keep kidding me! Just wait until YOU decide to use the hotline and find out that YOU are treated like a potential terrorist as well!

I really am still baffled over the extreme security measures. It really does make me wonder if ORANGE and LIME GREEN dealers and owners are secretly calling the hotline and/or using the online version to harrass MahindraUSA! Could the JD and Kubota folks really feel that threatened by Mahindra???

Sounds strange... but can you come up with any other explanation for the CIA-level security measures???

Dougster

 

[Robert_in_NY]

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.

So what type of "tractor" related questions are they trained to answer?

Also, given the fact that tractors do trade hands from time to time will they refuse to talk to an owner if he does not know the complete history of the machine or the tractor is parked at his property an hour away and he doesn't have the serial number on him?

 

[YanmarFever]

Robert do you own a mahindra tractor ,if so which one ?

 

[Robert_in_NY]

Is that a requirement to be allowed to ask a question from what appears to be a Mahindra rep?

 

[Dougster]

Robert do you own a mahindra tractor ,if so which one ?

Is that a requirement to be allowed to ask a question from what appears to be a Mahindra rep?

I don't think it's that Robert. This is a friendly place. But I think folks here are genuinely curious about your interest (and, in fact, continuing interest) in Mahindra and this topic of the new hotline since you don't own one and... you must admit... you have pretty much made it clear that you have no use for Mahindra or Mahindra's fine products.

That being said, it's clear now that the on-line part of the hotline uses a computerized bank of data made up from owners manuals and God-only-knows what else. Keyword searches are done by hotline staff and whatever data comes out is sent back. But like so many other such on-line (and off-line) help files or help services... canned answers are often not helpful enough. The Mahindra dealers here on TBN are 1,000% more helpful. To me, this website is the REAL Mahindra on-line help hotline!!!

But the other part of your question is the real mystery... all those security questions to figure out if you are the "correct owner" whatever that means. I was fortunate to have all my purchase records (including copies of the original owner's purchase records) right near the computer... but yes, it would seem that a better idea... especially from a marketing viewpoint... would be to help out anyone with a legitimate question or interest in Mahindra products even if they don't own one or know all that requested data. In this regard, I share your curiosity.

Dougster

 

[Robert_in_NY]

My interest in this topic is that I am curious as to how this service could work. No one has ever said what help the hotline would be other then basically reading you the owners manual. From my point of view this is a waste of money unless they are able to actually answer a question not covered by the owners manual. The money spent on this program could have gone to helping the new dealers get established or better yet gone to expanding their line of tractors.

I currently do not own a Mahindra but that is not because I don't like the brand, it is because Mahindra does not offer a tractor that fits what I am looking for right now. The last tractor I bought was the 7710-II which is bigger then anything Mahindra offers right now. Currently I am looking for a 70-80 hp cab tractor that is 5' wide and low to the ground for working in the grapes and orchards as well as helping out on a discbine or other task on the farm. Mahindra does have some tractors being used in the grape vineyards around here but they do not have the horsepower to do the multiple task that I require. Currently I have to look at CNH, John Deere, Agco and Agro to find tractors that fit my requirement.

So until someone can tell me what useful information this 24/7 hotline can give consumers that isn't already covered in the owners manual then I really do think it is a waste of resources on Mahindra's part that could be better spent elsewhere to gain more market share. The more tractors on the market the better as it gives me more to choose from.

From my limited time on this section of the board it appears everyone is more worried about "protecting" Mahindra then "improving" Mahindra. I voiced an opinion that went against the protectors but was aimed at improving the brand and I am being told not to post because I am not part of the club.

 

[Dougster]

From my limited time on this section of the board it appears everyone is more worried about "protecting" Mahindra then "improving" Mahindra. I voiced an opinion that went against the protectors but was aimed at improving the brand and I am being told not to post because I am not part of the club.

I, for one, am truly sorry that you feel that way. I'll admit: I did not take from this thread that you were looking to improve the Mahindra brand. In all honesty, like some of the others, I could not figure out your considerable interest in driving home this point of how the hotline is a waste of Mahindra's money that could be better spent elsewhere. Personally, I don't think it is costing Mahindra all that much money, but you could be right.

Folks here who own Mahindras are, for the most part, understandably happy with... and generally very proud of... their fine machines. I certainly am. On the other hand, I often point out and/or make fun of the shortcomings... both of the Mahindra products and MahindraUSA, as appropriate. I am not out to protect anything or anyone. I am only interested in owning and maintaining the very best tractor I can afford.

I really do believe that any question about your motivation was the result of a natural and understandable curiosity of why a non-owner/non-buyer would be so interested and critical of this new service, such as it is, rather than any attempt by those here in the "club" to "protect" Mahindra. Any honest attempt to improve the Mahindra brand and owner experience should be welcome here.

Dougster

 

[YanmarFever]

Is that a requirement to be allowed to ask a question from what appears to be a Mahindra rep?

Yes, Robert Im a mahindra dealer (Ernies Imports inc.)

It just seems odd that you would spend time in the Mahindra forum stirring things up when you dont even own one, whats with that?


Im sure mahindra owners dont spend time on the blue forum giving them a hard time.

You have everyone wondering what you're doing.

 

[bindian]

So until someone can tell me what useful information this 24/7 hotline can give consumers that isn't already covered in the owners manual then I really do think it is a waste of resources on Mahindra's part that could be better spent elsewhere to gain more market share. The more tractors on the market the better as it gives me more to choose from.

From my limited time on this section of the board it appears everyone is more worried about "protecting" Mahindra then "improving" Mahindra. I voiced an opinion that went against the protectors but was aimed at improving the brand and I am being told not to post because I am not part of the club.

I would imagine Mahindra will have more than an owners manual for the service people to quote from. Parts manuals are one item that come to mind. Another would be for those that don't have service manuals and need a torque or other specification that only a mechanic could dream up......."Does the o ring or scaper ring go on first?" or "Does the conical washer face forwards or backwards?" As a mechanic, I love looking at the diagrams. Some of these folks might be able to email you a diagram if you ask nice enough. At least it works for me in person. Then again, the service person may just know more about tractors than you and could even have your model and had the same problem. Also, as to your last paragraph above...........negativity breeds negativity.
hugs, Brandi

 

[Jsupport]

I am from Mahindra USA and would like to thank everyone for their feedback on the 24/7 Owner Care System. I would like to clear up a few issues I have noticed on this sight.

1. This New System is the only one in our industry and is available to Owners of Mahindra Tractors. It is currently in a pilot stage and Mahindra Owners in the targeted areas have received letters explaining the purpose, benefits and limitiations of the system.
2. I have heard this system referred to as a Technical Support Hotline. It is actually called the Owner Care System. The Purpose of this System is to provide access to basis information on their tractors during those periods when their local dealers are not open. It is not intended to replace the dealers.
3. The agents at the Call Center in India are being trained on Basic Tractors and Mahindra Product Specifics. For complex technical questions, they are trained to gather symptoms and background information to pass on to your dealer. This should speed up the response of your dealer to determine the final solutions to your problem.
4. The reason the agents try to confirm your identity is to have the correct contact information should they need to contact you in the future with further details.
5. The value of this sytem is convenience for Mahindra Owners. Most Owners use their tractors in the evenings or on weekends when dealerships are traditionallly closed.
6. While I agree that Owners should read their Manuals, the reality is that most don't. Another factor is that many of our new Owners are 1st time owners who are not familiar with tractors and some of the terms used.
6. I have communicated with a couple of the frustrated people who have tried the 24/7 Owner Care line. The common issue was they asked questions that they thought should be able to be answered.
7. Proper expections are very important. These agents are not intended to replace the local dealer. They are not intended to have the level of technical expertise as the dealer. And they cannot perform the system diagnostics necessary to resolve complex problems.
8. Trying to diagnosis complex problems over the phone and online is challenging for the most experienced mechanics and in most cases requires some test to be performed. Similar to calling the doctors office and telling the nurse you have chests pains. Would you rely on their diagnosis? Who they give you a diagnosis over the phone?

I can assure that the Call Center Agents are working very hard to improve their knowledge and they will get better over time. We at Mahindra USA greatly appreciate your feedback and patience as we work to improve this system.

Again thank for all the feedback and your support. If you need further info, send me a private note.