[Resolved]  Hero Honda — : Grievance on Hero Honda Motors service standards in Hyderabad

Address:

Rangareddy, Andhra Pradesh

Well being exicited to join Hero Honda family I bought CBZ –Extreme in November 2009,As the name indicates first month my bike gave me extreme biking experience which I never seen again.

I gave my bike for 1st servicing at 688Kms in Shiri Automobiles, Vasanth Nagar colony Hyderabad on 14th October -2009 .After that I faced new problems with my bike like vibration slow pick up and many more.
Being disappointed with all these issues I contacted Hero Honda office where they provided me a solution with Mr.Manikanta of Bhanu Automobiles ,Mossapet, Hyderabad. Mr.Manikanta concluded that there is a problem in fixing up the chain and some part has got replaced under warranty due to damage in chain system.

My problem was fixed successfully but my question is why Hero Honda allows such in qualified technicians (shiri Auto Mobiles) to repair bike?
(or)
Hero Honda is only to sell bikes and spares without bothering about the service standards and customer?

Now is the main, after realizing that Shiri Automobiles has got no proper technicians I stopped giving serving at that point and opted for Bhanu Automobiles Instead. Since I reside near erragadda I opted for Bhanu Automobiles Erragadda Branch as a service point to my bike. My Experience with this branch was absolutely miserable, below are the few major points that I can make out.



1.Every time there is a service delay and a lot of mess in providing information-when ever I give my bike for servicing they will commit for one schedule and even when I call they will simply say “your bike is ready please come and collect” but after reaching there many times I found the job is half done /not started yet there are very few cases where I received my bike as per schedule /commitment over the phone.

2.Typically there was no guy sitting at the reception to answer any one’s questions even if one is available he might be quite irresponsible as I have experienced no response /delayed response from that person.

3. Right from the 5th Servicing onwards I was complaining about some line sound from my bike like ---”Tik, Tik, Tik…….” But not even single time it was resolved and a simple answer from the Technician saying that “that’s the common engine sound every CBZ customer will get”.

4. At the time of 8th servicing I complained about the sound when even I use front Disk brake and the technician said that there was no problem but when I went after 3 days I got a reply saying that I need to change the disc pads even for that I need to wait for a week or I need to come at morning in a fine working day leaving all of my work aside. At last I went to ACE motors, Krishna Nagar to get that done immediately.

5.Last time i.e. on 8th Jan 2011 I gave my bike for servicing at Bhanu Automobiles Erragadda by that time I was experiencing some Excessive acceleration problem with my bike and one more problem is that ignition fail whenever I make low acceleration ,As usual my complaints are very much ignored and they made it on their own way which caused to face so many problems after that.

I made a full tank from shell on 10th Jan 2010 which gave me millage about 280 Km which is less than 25 Km per liter and I was experiencing the same from last one week .

Finally today 29th Jan 2011 I went to meet Mr.Mouli who was about to address these issues from Bhanu Automobiles,Erragadda.He had a test ride and observed that there is a problem in petrol which is releasing black smoke when even it accelerates and Mr.Mouli concluded that there is a part which needs to be changed in the engine will cost about Rs.300/- and including other services he gave a an approximate value about Rs.1000/-

Mr.Mouli invented a new problem in my bike which I was complaining about from last 3 servicing that is which I explained in point no 3(some line sound from my bike like ---”Tik, Tik, Tik…….”)He addressing this issue with a replacement of part which will cost Rs.300/-.Mr.Mouli also suggesting to me that petrol from SHELL has many issues and not to use that and when I requested for a written confirmation he refused to do so.
I have all shell bills ready with from past 2 months if that was true that shell petrol has problem then I would appreciate if you could give me a written confirmation on that.

I don’t understand if there is any pressure from Hero Honda to these Dealers just to up sell spares rather concentrating on customer issues.
(Or)
Hero Honda only recruits such dealers who make big figures from innocent customers’ pockets?

6.After receiving foolish solution suggestions from Mr.Mouli ,I went to ACE Motors ,Krishna Nagar Technician verified the bike and concluded that there is a problem with petrol and suggesting me to use only Shell petrol.

If someone representing Hero Honda creates this kind of mess in customer mind what should we think?


Simply I was a big fan of CBZ and even for Hero Honda and after 1 year being with Hero Honda Im in a feeling that I was been duped by Hero Honda.


Many of my friends bought other bikes having no issues with the service and actually getting more qualitative service.

I would appreciate if anyone from Hero Honda let me know whether you can help me out at this situation or not?



ONE SMALL SUGGESSTION:
KINDLY MAKE SURE THAT YOU ARE IN A BUSINESS WHICH YOU CAN MANAGE NOT THE ONE YOUR CUSTOMERS HAS TO STRUGGLE FOR YOUR BUSINESS.