Mahindra & Mahindra - Seeking A Fair Resolution on Warranty Dispute

We Zreyas Technology Pvt. Ltd., A tech startup based in Kolkata, had purchased one Scorpio S* on **th August **** from NR Autos, Kolkata. Since then we have always did our servicing from Royal Motors (again an authorized Mahindra service center) from time to time and the same can also be verified in the service history.

Everything was going ok but on **th Nov **** while travelling to Kharagpur suddenly the car started showing some abnormal behavior where the RPM started shooting up and white smoke started coming out through the exhaust had covered almost the entire high way and other cars also lined up as there was zero visibility. In way we were lucky to avoid an massive accident, on top of that when the driver pulled out the keys even then the engine remained on and it took almost **-** secs to turn off.

We approached the nearest Mahindra Service center – Shree Automotive Pvt Ltd , Jangalpur but initially they even could not identify any fault and failed to start the engine and we were informed that this report was sent to Mahindra Technical Team and x they will follow the instruction from their technical team accordingly. We kept following up and then we heard that a sample of fuel was sent to Bangalore for checking the quality & a couple of days back we again got a call and were told that the test report came negative because the sample was found to contain higher % of Sulphur and so it wont be covered under the warranty.

We made a visit there and from the service center they asked us to have a word with some one in Mahindra HO , named Mr. Naseem Ahmed, whom we called & raised a few basic questions which he could not answer and told us that as per the policy the warranty in invalid. We didn’t argue much as his behavior was not how it should be when one talks to his customer.

We would like to know and resolve following disputed/debatable issues asap



#* In the warranty, there was no mention that if the engine was affected by high levels of Sulphur contents in the fuel, warranty would be denied. Then how come, they come up with a new contractual clause to deny us the warranty ?



# * Even if we assume there is an implicit quantifiable clause for the Sulphur contents in the fuel in the warranty, as a general consumer who purchase fuel only from the branded/ISO certified fuel stations ( please see the attached and we can furnish proof of which more if needed ) , how is it possible for us to know that their fuel is having more Sulphur since at per current ISO/Indian standard, their Sulphur contents is below the limit prescribed by Indian regulatory authorities. The company can't claim, the engine can't withstand the Sulphur contents prescribed by the Indian regulatory authority. Besides, we have other cars taking fuel from the same sets of fuel stations so that those engines didn't suffer any issue.



Every other modern engine uses advanced technology to filter out or deal with Sulphur in the fuel for the last couple of decades. If Scorpio Engine doesn't have that basic technology then as a company, as a brand, it is their duty to inform the potential buyer that their engine doesn't have required technology to sustain high Sulphur fuels.