Mumbai: Mahindra & Mahindra has resolved customer complaints about delays in the delivery of its newly launched BE 6 and XEV 9e electric SUVs, a top executive said.
Veejay Nakra, president, Mahindra's automotive division, cited a software update required to address customer concerns over the vehicles' power delivery for the delays. Of the more than 4,000 vehicles that the company delivered since March, 238 had the "software patch update issue", Nakra told ET. This affected only the first batch of vehicles at dealerships and all factory-dispatched vehicles now come with fully updated software requiring no further patches, he said.
Mahindra opened bookings for the BE 6 and XEV 9e on February 14 and said it received 30,000 orders within hours. However, the software updates meant it missed the mid-March delivery promise, leading to complaints on social media.
Nakra said some customers who had test driven the BE 6 and XEV 9e reported that they felt the vehicles' performance was very powerful and quick, raising concerns around safety, range and control, especially for those unfamiliar with high-powered EVs.
So, Mahindra decided to introduce a balanced "default driving mode" that recalibrated the motor, battery, torque and suspension for a smoother experience through a software patch. It also added safety alerts to encourage responsible driving, he said.
The changes to the vehicles as they were being prepared for delivery and the constantly shifting delivery dates irked some customers.
"I had booked an XEV 9e but decided to cancel the booking after seeing the posts on social media on delivery delays and software glitches," a Mumbai-based customer told ET.
"Given the criticality of the two models for the company and the hype created around them, Mahindra could have planned this better. Instead of keeping its customers and dealers waiting, they should have clearly communicated the reasons for the delay," said an industry analyst who declined to be named.
According to Nakra, while the company could have delivered the vehicles and rolled out the updates later, it chose to "delay deliveries slightly to implement these changes upfront".
M&M plans to offer a 79 kWh battery in the yet-to-be launched mid-range Pack 2 variant, catering to customers who want more range without top-end features. Positioned between Pack 2 and Pack 3 Select, this new variant, which is yet to be officially announced, is likely to go on sale over the next few months, said Nakra. It is also strengthening the charging infrastructure. Mahindra's Me4U app has listed 30,000 charging points, including 12,000 fast chargers, covering around 60% of India's network.
Veejay Nakra, president, Mahindra's automotive division, cited a software update required to address customer concerns over the vehicles' power delivery for the delays. Of the more than 4,000 vehicles that the company delivered since March, 238 had the "software patch update issue", Nakra told ET. This affected only the first batch of vehicles at dealerships and all factory-dispatched vehicles now come with fully updated software requiring no further patches, he said.
Mahindra opened bookings for the BE 6 and XEV 9e on February 14 and said it received 30,000 orders within hours. However, the software updates meant it missed the mid-March delivery promise, leading to complaints on social media.
Nakra said some customers who had test driven the BE 6 and XEV 9e reported that they felt the vehicles' performance was very powerful and quick, raising concerns around safety, range and control, especially for those unfamiliar with high-powered EVs.
So, Mahindra decided to introduce a balanced "default driving mode" that recalibrated the motor, battery, torque and suspension for a smoother experience through a software patch. It also added safety alerts to encourage responsible driving, he said.
The changes to the vehicles as they were being prepared for delivery and the constantly shifting delivery dates irked some customers.
"I had booked an XEV 9e but decided to cancel the booking after seeing the posts on social media on delivery delays and software glitches," a Mumbai-based customer told ET.
"Given the criticality of the two models for the company and the hype created around them, Mahindra could have planned this better. Instead of keeping its customers and dealers waiting, they should have clearly communicated the reasons for the delay," said an industry analyst who declined to be named.
According to Nakra, while the company could have delivered the vehicles and rolled out the updates later, it chose to "delay deliveries slightly to implement these changes upfront".
M&M plans to offer a 79 kWh battery in the yet-to-be launched mid-range Pack 2 variant, catering to customers who want more range without top-end features. Positioned between Pack 2 and Pack 3 Select, this new variant, which is yet to be officially announced, is likely to go on sale over the next few months, said Nakra. It is also strengthening the charging infrastructure. Mahindra's Me4U app has listed 30,000 charging points, including 12,000 fast chargers, covering around 60% of India's network.
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