[Resolved]  Yamaha Fz 16 — rims of bike broken due to low quality material

A Complaint letter

Date : 7/24/09


Hi All,

This is Prashant Sawant, a sincere customer of yamah who has Yamah FZ16 which is being purchased from Yamah showrroom in Malad link Road, Malad W, Mumbai on 15th Jan ’09.
This is to bring to your notice that he Bike had undergone servicing last week & today I found that both the RIM’s of Bike has damaged . I took the Bike to he same showroom where the mechanic named Rafiq said he wont be able t help me & handed over the case to Manager Pro.Service- Nishant divekar . I spoke to him & tried to explain him the entire scenario . However found that he was not even ready to understand my problem & was very rude in handling my query . He was just of 1 opinion hat the damaged is possible only because of 1 reason which is nothing but an accident . I understand that such case could be an accident but the fact is that the Bike does not even has a single scratch & so he was trying to convince me saying that then it could be because of Potholes in Mumbai . I am ready to accept the fact that this could also be the reason . But at the same time even this needs to be considered that it has happened to both the RIM’s & not with one that I accept it has happened due to same reason given to me . Due to Potholes or Accident 1 RIM could be damaged & not both . If so was the case I would not have come to showroom .
Later on Nishant started giving me immaterial reason that you don’t know how to use the bike then its not a companies fault or you would have purposely done this to claim in the warranty provided to you & so is the reason it has only 1 Rim otherwise both the RIM’s would have been damaged . Nishant then came to the conclusion that nobody can help you here except me so no need to argue because I am the only person who is solely responsible for this showroom . Later on when he saw that we are upset coz of his weired attitude then he asked me to go to Pune & escalate the matter to the head office . When I told him to maintain some kind of professionalism & courtesy & connect me to them . So his answer was its not my Job if you are not convinced then you need to take another step & I am not going to help you with this . After a while when I was told him that I will find out the number from 28888888 then he himself went ahead & dialled a number from his cell to someone . He went ahead in a conversation where I think he was not givng any information rather just trying to convince that person in his favour to conclude that our query is not at all valid . When I asked him let me speak to him he disconnected the call . In such case I just think he called one of his friend & was trying to make fool out o[censored]s . Later he called someone by the name Samir sayyed & explained him the case & again was not ready to give me the phone . I was told by Nishant hat Samir is in Pune right now & would be able to assist you further .
Finally, when I requested him he handed over he phone to me . I spoke to Samir, he said he needs some photograhs & accordingly he will decide .
When I was taking Samir’s number from his cell, he didnt allow me & said its my personal cell & no one has any right to us it . The fact is I was not using his cell but was just taking the number which was also reflecting in the main screen & that to in front of him . So there was no reason to show me what is personal & what is not ? Immediately I gave the phone to him & then he gave me number stating that this is Samir Sayyed’s number who is in pune right now .When I called Pune branch I was told that Samir is not in Pune branch right now & he is in Mumbai branch with his boss in malad Link road that same branch where I went for my problem .
I spoke to Nishant to please click the photographs immediately & also requested him to mark me on mail which he would be sending to Samir . He said that’s not a problem will surely do that much for you & then he took my emal Id . Nishant then got his cell & started clicking photos, when I told him the photos would not be clear if taken from cell . He said that company does not have any camera for this purpose coz we actually don’t have such foolish customers everyday . I just want to know is this the way the associates from Yamah provide services to the customers ? What mega pixcel camera an associate must be using & what clarity it would have ?
The fact also says that I was not marked on the mail when I checked that in same eve & was told by same Nishant that we are not allowed to do so coz this is against companies policy . When I told him you gave me hat commitment that you will send me the same mail he started pouncing on me . I was told by Nishant to keep the bike in the showroom itself & take the Job card coz by eve you will get he updated status of the problem . However when I called up in the eve I was told that he is not aware of any thing we need to call Pune & talk to Samir about this . when I called Samir his cell was not reachable . We were worried coz our bike was under his custody . Though he gave us the Job card but we still remember he saying that he is solely responsible for his showroom . We called him again & he said to call up in the morning coz he is very busy & would not entertain such calls . I thought of lodging a complaint at malad Police Station but then we realised that my Bike is with them .
Next day morning Nishant said that Samir has updated him with the fact that this cant be taken under warranty & you need to go for insurance . I called samir again & was told by him hat Nishant told him everything yesterday night & he is not going to help us in any case . So I understood & My doubt was clear that samir was in Mumbai the same day & also in Same Showroom in Malad west . I was also told by samir the Fibre used for RIM’s for this Bike is of low proile & you need to be very careful while riding especially in monsoons . Which means the company has got this feedback from others also & it is nothing but a manufacturing defects .
Just want to make you understand that when we went to purchase the Bike we were loaded with promises from company & now this is the kind of service given to us,
I want you to think from customers point of view & understand that this customers has spent almost 80k to purchase his bike & getting this kind of result in just 6 months is not acceptable at all .
I further request you to please understand the situation & provide best possible feedback to Nishant & ask him to be polite with customers & make him understand that the customers are always upset on the situations they are facing & not on the associate handling the query . That means that I was not upset on him but was upset with the fact of spending so much & getting this .
Hope to get a favourable response from you at the earliest .
Note : This mail is been written & typed by Ravi Arora on behalf Prashant Sawant Coz I was the one to take him to this Showroom to get his Bike .

Thanking You,

Yours Sincerely
Prashant Sawant .