Nagesha HG
Posted on: 25-09-2026
I recently purchased a Tata Nexon Pure Plus S from Key Motors, Mysuru Road, Bengaluru, in September 2026, after booking the car in August 2026. Overall, I am very happy with the car's build quality, features, pricing, and overall product experience. The Nexon is a good vehicle, and I am satisfied with my purchase. However, I would like to share my experience regarding the sales and delivery process, particularly with the sales representative, Ms. Sandya. When we initially visited the showroom for an enquiry, we were informed that the delivery would take approximately 4–6 weeks. After about a week, we paid ₹11,000 towards the booking. At the time of booking, Ms. Sandya and Mr. Charan, Manager, informed us that the car was ready and that, if we completed the payment, we could take delivery the following week and Charan gave a good discount to us. Based on this information, we arranged the required funds and cleared the remaining payment within about 15 days. We also received the tax invoice during August itself. Since the booking, payment and invoicing were completed during August, we expected the delivery as communicated. However, subsequently, we were informed that the car was not ready and that we might have to wait for another month. This was confusing and disappointing because we had received different information at different stages of the process.Finally, on the day of delivery, my family was extremely happy and excited to receive our new car. We celebrated the occasion by cutting the cake. However, at the time of delivery, Ms. Sandya asked us to pay an additional amount, stating that there had been a price change in September.
Since our booking, payment and tax invoice had already been completed in August, I was surprised and upset by this request. The situation became unpleasant, and I expressed my dissatisfaction before taking delivery of the car. I personally felt that the communication regarding the vehicle availability, payment, delivery timeline and price difference was not handled properly. The way the matter was communicated to me was disappointing and left me hurt.
At this point, I would especially like to appreciate Ms. Shilpa from Customer Service. After I returned home, I contacted her regarding the issue. She understood my concern, resolved the matter and clearly told me that I did not have to pay any additional amount. She also helped arrange the additional accessories within the amount already mentioned in the bills, which I sincerely appreciate.Her support gave me a much better impression of the customer-service side of Key Motors. I am thankful to Ms. Shilpa for taking the matter seriously and helping resolve it professionally. To be clear, my concern is not with the Tata Nexon or the quality of the car. I am very happy with the vehicle, its features and the overall product. My concern is mainly with certain aspects of the sales communication and customer handling during the booking and delivery process.
My Suggestion to Key Motors.
I would sincerely suggest that Key Motors provide thorough training to all sales representatives, particularly on: Clear communication regarding vehicle availability and delivery timelines, Proper explanation of booking, payment and invoicing procedures, Transparent communication regarding any price revisions, Proper documentation and confirmation of the agreed price at the time of booking, Professional and customer-friendly communication during the delivery process and Handling customer concerns patiently and responsibly.