Mahindra & Mahindra has addressed customer grievances regarding delays in the delivery of its newly introduced BE 6 and XEV 9e electric SUVs, according to a senior executive.
Veejay Nakra, president of Mahindra’s automotive division, explained that a necessary software update to resolve issues related to the vehicles’ power delivery contributed to the delays. Out of the over 4,000 vehicles delivered since March, 238 experienced the “software patch update issue,” Nakra informed ET. This issue was limited to the initial batch of vehicles at dealerships, and all factory-dispatched units now come equipped with fully updated software, eliminating the need for additional patches.
Bookings for the BE 6 and XEV 9e commenced on February 14, with the company receiving 30,000 orders within hours. However, the required software updates caused a delay in meeting the mid-March delivery timeline, resulting in complaints on social media.
Nakra noted that some customers who test drove the BE 6 and XEV 9e expressed that the vehicles delivered impressive performance, which raised concerns regarding safety, range, and control, particularly for those not accustomed to high-powered electric vehicles.
In response, Mahindra opted to implement a balanced “default driving mode” through a software patch, which recalibrates the motor, battery, torque, and suspension for a more refined driving experience. Additionally, safety alerts were introduced to promote responsible driving practices.
The modifications made to the vehicles during their preparation for delivery, along with the frequently changing delivery timelines, frustrated several customers.
“I had reserved an XEV 9e but opted to cancel my reservation after observing social media discussions regarding delivery delays and software issues,” a customer from Mumbai shared with ET.
“Considering the importance of these two models for the company and the excitement generated around them, Mahindra could have managed this situation more effectively. Rather than leaving customers and dealers in uncertainty, they should have provided clear explanations for the delays,” remarked an industry analyst who preferred to remain anonymous.
As Nakra explained, although the company could have proceeded with vehicle deliveries and implemented updates later, it opted to “slightly postpone deliveries to incorporate these changes from the outset.”
Mahindra & Mahindra intends to introduce a 79 kWh battery in the upcoming mid-range Pack 2 variant, aimed at customers seeking greater range without the premium features. This new variant, which has yet to be officially announced, is expected to be available for purchase in the coming months, positioned between Pack 2 and Pack 3 Select, according to Nakra. The company is also enhancing its charging infrastructure, with Mahindra’s Me4U app listing 30,000 charging stations, including 12,000 fast chargers, which cover approximately 60% of India’s network.
You may also like
More recent news & other related updates
