| Address: | Sanathnagar- Hyderabad |
Dear Sir/Madam,
Please find below the complaint i have raised to Royal Enfield but they did not respond & closed my complaint without any resolution.
complaint ID CAS[protected]F1N8P6
Dear Eicher Team,
On 1 may 2022 during return to home from Office my bike Thunder Bird 350 got Break Down on the road suddenly, I tried to start but self-start button stopped working and I tried to kick start but kick rod was not moving.
The other day I called service center for appointment for she told she will send a person to home as the bike is not getting started, no one turned up next day. After Multiple follow up for a week executive has arranged a person (unable to prove as I do not have record, but you can check my Ph no. in your call center log Ph.no: ([protected]/ [protected]). This itself has created huge disappointment. (Request to open one more authorized service center nearby Ammerpet/Kukatpally) As this Guys (Sanathnagar RE service center) is Heavily Loaded.
Service Assistant guy has come to home checked the bike & told sir it is not possible to repair this issue/Snag here. We should take this bike to service center only, I told Ok and asked him to take my bike, but he dined to take it as it was not starting and told me to bring the bike to service center.
The other week I have given my bike at service center, Service representative has overlooked the bike and directly told that Engine Overhaul has to be done & I agreed for that without any issue.
After multiple follow up’s up to 2 weeks I received a quote on phone of (30 thousand + of rupees) for engine overhaul.
When I went to service center and asked what exactly the problem is none of the representative were able to explain what was the snag in the bike which made them to Overhaul my bike engine.
When I asked the mechanic he told connecting rod got broken, I asked him to show the broken one, he was making me go thru the removed parts of engine, then I insisted him to show the broken connect rod, he was like dumb & silent and asked me to speak with the floor manager.
I approached Floor manager, that what made him to estimate the Quote of 30 thousand rupees, I saw in the list almost all the parts where mentioned, except the Skeleton/ Chassis of the Bike.
Please find Attached copy of Estimate.
Before Starting the bottom conversation, wanted to just let you guys know that I am an Aircraft Maintenance Engineer & I Understand all the Mechanical Terms & has a very sound Knowledge of Snag rectification & Maintenance related to Engines.
Line Item 5: Clutch plates
Without driving how Mechanic came to know that my bike clutch plates are gone & needs to be replaced.
Line Item 9: Bore Piston/ cylinder.
I asked what is the problem with Cylinder, I got a reply from the floor manager that bore is gone & has a scratches.
I asked them for inspection, they brought the Cylinder to me, I evidenced no score marks in it & asked them to bring the piston & checked with help of piston.
I evident that the bore is perfectly right & just asked them to replace Piston rings, for which I got a reply from floor manager that we will not get only piston rings we need to replace complete piston.
Then I made him to speak to some other person by name Mr. Praveen, then he told we will get only piston rings separately. Then I asked him to replace only piston rings.
But to my surprise on the day of delivery I could see the billing of piston rings line item. That means it was not replaced. I asked why it was not replaced, they did not have any answer.
Line Item:17 Rear Shocks
With out test drive how can a mechanic/ Maintenance Manager can decide to replace rear shocks.
This was a very surprising to me.
Line Item 2 & 4: Crank Bearings & Engine Bearings:
My bike has clocked 43874Kms only, as of my Knowledge Bearings has very long life if they are maintained properly. ( I give my bike for service in every 4 months).
When I checked the Bearing they were perfectly alright, there was no play in them & all the rollers & balls were perfectly good and there were no score marks in the bearing.
It made me very surprise that why these guys are making me to replace such a good spare.
Then I asked him (floor manager) to remove this line item from the quotation list, then he gave me the answer Sir any how we have removed/ opened the complete Engine, lets change. The I agreed for that.
By this all I just understood that these guys are trying to make money by making me agree and replacing the spare parts, for this I had a great disappointment & reduced my trust on Royal Enfield.
By any how/ by checking few spares I tried to remove from the quotation list & brought down the cost in between 17 thousand to 20 thousand, and asked them to move Ahead.
Now comes the other Twist, on the day of taking delivery of my serviced bike.
17541/- Rupees invoice was handed over to me, I was going thru the invoice line by line what all parts are replaced. I found that piston rings were not replaced as I requested.
Another twist Battery Strap(Line item 9 of invoice) amount was plugged in my invoice, I was shocked and asked what is this battery strap & confirmed with the representative that it was really replaced in my Bike. He told yes.
I asked him to confirm once again, are you right that it is replaced in my thunder bird bike. He told yes with very confident. Then I asked him can you show me in my bike that where it is placed, he came out and asked me to remove the battery cover of my thunder bird bike. To his surprise that part was not there in the Thunderbird in my bike.
On further investigation came to know that the Battery Strap is the part of Classic bikes. And asked him why this was plugged in my invoice he was silent & asked his supervisor Praveen to come and answer me.
Mr. Praveen has answered me that it was wrongly plugged into you invoice and very simple he told that he will pay for that.
Then I told him that it is not the Matter of money it is that matter of trust.
I asked him how should I trust that what ever you have charged me for spare parts which was plugged in my invoice are replaced in my bike or not.
He told me that it was by mistakenly added to my invoice.
Request Royal Enfield to do Stock Audit of the Stores at your Service Centers, so that the other customer may not face the same problem
Request Royal Enfield to provide below Answers.
1.why my bike Engine was removed & done the overhaul.
2.what was the snag in the Engine, that service representative took the decision to do engine overhaul.
3. what was the snag ratification carried out before taking decision to do engine Overhaul.
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