[Resolved]  NAGAPPA MOTORS — Shoddy delivery service at time of purchasing bike

Address:

Chennai, Tamil Nadu

I would like to put on the record the shoddy treatment I received, while purchasing Hero Honda Passion pro bike recently with Nagappa Motors Kilpauk showroom in May 2013. This is the same company, from whom I had bought my earlier bike in 1999 & the whole experience was very smooth. Due to their good past track record, for buying a new bike I went to them straightaway, without bothering to check on other dealers. But, sadly I realized that the service standards have dipped to very sad levels. The initial process of selecting bike , quotation, full payment etc was handled smoothly on 29th April'13. Subsequently, they called & informed me on registration part as well. My troubles started on 9th May when they called me at 9:30 am, enquiring as to when I would come to take delivery. I asked them, how much time they would take to keep everything ready to which they said one hour. I gave them 2 hours time & said I would come by 12:00. After I arrived at 12:00, I was made to wait for 2 hours by their accounts section for preparing statement of accounts, out receipt & stickers for owner's manual. This too happened after I reminded them atleast 6-7 times & during last half an hour, I literally stood near the person's desk to get the job done . Every-time, they would ask me to wait for 10 minutes. There were also 7-8 customers like me, who were also waiting for a long time to get these documents & even they were forced to do the same thing. The staff were not sitting idle but what I could make out that they had no value for customer's time & had a very slow way of processing these documents. Being in financial services industry myself, I know processing takes time & I do not mind waiting for half an hour but 2 hours waiting time is atrocious !!! Even when we came out to take delivery , there was nobody to take paper from us & bring the bike down. Even when the bike came, I found that the defects pointed out at time of selecting bike like damaged side left cover had not been rectified. Even number plate had not been prepared. The person admitted that things were not ready but asked me to take the bike & come back on Saturday. However, I protested & said that I will not take the bike till it is given properly. In fact while making payment & selecting bike, I had made it very clear that I was not in hurry to take delivery & asked them to call me only when things are ready. Finally, I gave one hour time to their staff & came back at 3:00 pm. After lot of follow-up, I finally got my bike at 3:45 pm. Their staff told me that they had too many deliveries to manage. But, I had observed that almost every customer that day left after expressing their anger.

The company has put big banners that they do not offer discounts as they believe in delivering good quality service . But, if this is the service quality they have to offer, I regret my decision to come to such a big dealer. Due to old brand name & goodwill earned over years, they have enough customers & feel that now they can get away by doing whatever they like. I had decided to put all these things aside. But, today 4th June 2013, I got a new shock. The vehicle registration name given to me on 9th May was TN01 AQ 1036, but today when I collected my RC book, i found that the correct registration no is TN01 AU 1036. I have been riding vehicle with wrong registration no for one month thanks to the "QUALITY" service.

I know that they are big dealers & these type of complaints will be brushed aside. Despite this , I have decided to log in complaint & put it on record. Somebody should speak out against such practices & if the owners still care a little about such things, they should train their staff to take care of customers & value their time too. My contact no is [protected]