Concorde Motors (INDIA) Limited - Unethical Sales Practice

My retired father decided to buy his first new car with his retirement money. He after thorough research of available brands in the market decided to buy Tata Tiago XM, because Tata had announced that it has upgraded all its variant with some new security upgrades and features in vehicles manufactured after May ****.

We went to * dealers to check everyone's final on-road price. on **nd Nov we went to Wasan Motors at Chembur and MYDSM, Kurla where salespersons of both these dealers had informed us about the new upgraded features. The Next day on **rd Nov we went to Concorde Motors (Prabhadevi) where we spoke to Customer Advisor Mr. Kuwarjeet, he initially spoke about NRG and XZ variant but we told him that we were specifically looking for XM variant. During our conversation, we specifically spoke about one of the upgraded features, reverse parking sensors and my father also briefly discussed Dual airbags and ABS+EBD as these were the key deciding features for him which no other company was offering in this price range. It was clear that Mr. Kuwarjeet was not aware of the upgrades and promised us to cross-check with his seniors. We were ***% confirm of which variant and what features we were looking for in our vehicle and we had conveyed those to Mr. Kuwarjeet.

As promised to us we went to take the delivery of our vehicle at the showroom on *th Dec ****. Only to found out that the car registered in my father's name was an old stock manufactured in Feb **** which meant that it did not have any of the new safety upgrades or features. We were very disappointed and outraged we took this matter to Mr. Kuwarjeet and his senior Mr. Ashish Vellu but they kept insisting that Tata Tiago XM does not come with those features. We showed them the new brochure and they realized their mistake. We took this matter to GM - Sales Mr. Rishikesh of Concorde Motors (Prabhadevi). He assured us that he will speak to his higher authorities and give us a solution in * days. * Days went by but there was no communication from Concorde Motors or Mr. Rishikesh. By now I had already written to Customer Service at Tata Motors and they had got RM Mr. Manish Sebharwal involved.

Mr. Rishikesh had promised to write to us with resolution within * days but instead arranged a face to face meeting after * days **th Dec ****. In which he did not come with any resolution rather kept insisting on making us settle/ compromise the matter. Even after he had agreed that his employee forgot to cross-check the requested features with us and went ahead and booked us an old variant. That meeting was a waste of our time as we had already conveyed that we wanted a replacement as this was not the vehicle that we discussed. Mr. Rishikesh only offered to add * features out of the * missing features as the rest of the crucial features like Dual airbags, Overspeed alerts, etc cannot be added outside the factory. There was no acknowledgment of the mistake or responsibility/ accountability for the inconvenience caused to us.

Later Mr. Manish Sebharwal asked his subordinate Mr. Harsh Bhushan to intervene to find an appropriate resolution to this matter. A meeting was arranged again on **th Nov **** where Mr. Rishikesh offered us * options. Option *: Adding * features of the * missing features and Seat covers. Option *: Adding * features of the * missing features and * year AMC. Option *: Adding * features of the * missing features and Free Services. After our thorough investigation of the offered compensation, we concluded that according to their current market price they were no were close to our loss. We rejected the offer and put forward our options. Mr. Rishikesh rejected our options as well as declined to agree that he had offered us * options handwritten by him in front of the TSM during the second meeting.

Today it has been almost ** days since we booked the vehicle with Concorde Motors and yet we have not got any satisfactory resolution.

Mr. Rishikesh is trying to be too smart by wording his email to suggest that the case is of mere miss-communication of only one feature and that Concorde Motors is doing us a favor by adding just * features out of the * missing features.

Here are the points to consider:

*. Why was Kuwarjeet not aware of the new upgrades?
*. Why did he not cross-check the features with the vehicle or with any of his seniors?
*. If they claim that he forgot to cross-check the one feature that he claims we had discussed then how do we know that he has not forgotten about the discussion of other features and our specific requirement of a vehicle manufactured after May ****?
*. As claimed by Mr. Rishikesh that his employee Mr. Kuwarjeet forgot to confirm the missing feature with us before registering the vehicle than how is it our fault that now a wrong vehicle has been registered with RTO under our name.
*. Why did neither Kuwarjeet or Mr. Ashish, his senior did not inform us that the vehicle is an old/ aging stock while we were discussing the features and negotiating the price?
*. As per new Govt rule BS* engines cannot be registered with RTO after April **** which means the more this Feb **** manufactured vehicle’s sale is delayed, the more the chances of either losing margin due to discount or not getting it sold in time. Hence we could speculate that Mr. Ashish and Mr. Kuwarjeet purposefully sold us an aging stock to us by keeping us uninformed which suggests unethical sales practice.   

Our demand is clear - this was my father's first new car and now that they have already ruined the moment for him we don't want to compromise for their mistake, we want the vehicle that we paid for and we had discussed with the salesperson.