This is Amit Shah from Thane, Maharashtra and this is w.r.t Optima E-5 purchased by me on[protected] from "Monil Cycles, Mulund West, Mumbai, Maharashtra". (Invoice copy attached herewith for your kind and quick reference and perusal)
During Aug-2021, I faced an issue with the starting of the vehicle- the vehicle was unable to start. So I called up the dealer "Nextgen Tech Initiatives Pvt. Ltd" located at Thane, Maharashtra (who happens to be close to my residence) to get the vehicle inspected and serviced. The dealer managed to take the vehicle to his service station/ showroom and after inspection (which took around 4-5 days) informed me that there was some issue with the Controller and the same needs to be checked and/ or replaced. He however conveyed to me that since I had bought the vehicle from Monil Cycles, I will have to get the controller issue resolved through Monil Cycles only. Since then the vehicle has been lying with the dealer "Nextgen Tech Initiatives Pvt. Ltd"
Therefore after a talk with Mr. Monil Mehta from Monil Cycles, I, on the 27-Aug-2021 delivered to Monil Cycles the "Controller No- HEAAOPE18110599" (Job card copy attached herewith for your kind and quick reference and perusal) I was told that it would take about a month or so to get the replacement.
Since 07-Sept-2021 till date I have been enquiring about any updates on the same both through whats app messages and mobile number +[protected].(Screenshots of the whats app messages and the call log are shared herewith for your kind reference and perusal)
As I was conveyed about the duration of around a month or so- initially I just enquired about the updates on whats app and then only since 02-Oct-2021 I called the mobile for the updates/ status of the issue since on 25-Sept-21 I received the reply that the dispatch is scheduled on Monday i.e. 27-Sept-21 and I would be kept informed about the updates/ status.
Keeping the customer informed about the updates/ status comes later; firstly one has to have the courtesy to answer/ reply to the customer messages/ calls. As seen from the whats app screenshots, most of the messages have gone unreplied. And also whenever (after several tries) I do get connected to the mobile number +[protected], Mr. Monil Mehta is never at the shop/ premises or else is very busy to answer my calls and give me the updates/ status. It is the lady staff who, at a couple of instances after enquiring with Mr. Monil himself, gives me a standard reply that the controller will be arriving next week and give a call on the next Monday.Finally on 13-Oct-21 I had to confront on the mobile call and also on the whats app message to share with me the contact details of the concerned person in the company so that I can follow up the matter with him and get to know the status/ updates of my issue. However, no details are shared yet.Now today on 19-Oct-21 when I made a mobile call, the lady staff did receive it, however after listening to my name she did not speak a word and just kept the mobile handset on one-side on the ongoing call mode and also without disconnecting the call. I kept the call live for about 6-7 minutes and could hear some chit-chat of the people and also that of Mr. Monil in the shop/ premises. Then the call was disconnected by their side and later the mobile was switched off. This is the kind of service meted out to your customers- to ignore them, harass them, take them for a ride and test their patience. Such a type of sub-standard service or humiliation of the customers was not expected/ thought/ imagined to be meted out by the dealers of your brand. It was only because of your brand that I had decided to buy your vehicle else I had other choices also available and that too with less costs. Presently I am forced to be regretting my decision to buy your vehicle. One would be at peace to rather shell out a few extra thousands for a vehicle/ company with a good after sales-service network along with premium quality and additional/ smart features.
I kindly request you to look into the matter at the earliest and resolve the issue else I would have no option left but for the legal remedy.
THE SAID COMPLAINT HAS ALSO BEEN RASIED WITH THE COMPANY AT THEIR EMAIL IDS- info.[protected]@heroeco.com and [protected]@heroeco.com
Hero Electric customer support has been notified about the posted complaint.
