[Resolved]  Hero Electric — Faulty product

Address:

New Delhi, Delhi

I bought a Hero Electric (Hero Cruz) bike from Snapdeal.com on the 21st of December - I was very excited to use the product ut the whole experince got horendus - I will start from Day 1 i bought the vehicle. when i started researching about E Scotters - i did had a few more options but i want out with Hero - only reason being the brand and the service network it has. Now as i go by the brochures of your product > as commited in your low speed models that the top speed of vehicle is 25 kmph and the range it travels is about 70 kms on full charge - i went to the dealership and enquired and was told in any worst case scenario it minimum runs for about 50 kms on full charge - i had no problems with it and was completely fine with what the dealership said 1. So i went out to buy the Hero Cruz - i ordered my product from Snapdeal and got the delivery on 21st - I went all the way about 30 kms from my house to Indian Motors - Shadara outlet for pickup and on my way back ( on a brand new scotty) it died on about 24 kilometers - what i mean by died is after 24 kms the bike was not able to pull at all was not even crossing the speedmark of 10 kmph and on fly overs i had to come down and push the vehicle - i finally managed to reach somehow and straight told the issue to your sales manager Rahul Mehrotra who that very moment confirmed me he will solve the problem for me, he asked me to check it again by charging the scooty completely again. 2. After a fullnight charge of about 8 hours the scotty was full charged and i gave it to my office boy and asked him to move around on it whole day - i taped the meter reading when we starter and after exactly 32 kms it was the same situation again - speed not going beyond 10 kmph infact not even reaching 5-6 kmph and finally after 35 kms it was dead and the boy was pushing it on road. I again informed Mr. Rahul who committed that he will help me. I also wrote an email to snapdeal and spoke to their customer service team ( as Snapdeal covers a 7 day money back policy). Now the Snapdeal people tells me that Manufacturer will help me as Hero is a big brand and they committed they will intervene if problem is not resolved. 2. Mr. Rahul arrives with a mechanic with a new set of batteries - he replaces the battery and it goes again - the same night i kept the scooty on full charge and next day we try it out this time - the speed of the vehicle jumps from25 kmph to 30 kmph but the range remains still the same a maximum of about 35-36 kms on full charge. The same being told to Mr. Rahul again who says its not possible so for his assurance we try the same again - Full charge of battery and then run it - the same things happens again. 4. Mr. Rahul again arrives with a mechanic and takes the scooty back with the mechanic to Indian Motors Patparganj branch - and after 2 days calls me back and tells me "SIr we have checked the scooty thorough and it works fine and it moves for about 50 kms on full charge - and i am being told to pick the scooty the next day from the branch. 5. I send my office boy to the branch and he collects the scooty in front of the staff and notes the meter reading - this time the vehicle speed again drops to 25kmph from 30 kmph and now exactly runs for about 36 kms and again dead dragging starts eventually again the guy had to push the vehicle about 5 kms to reach his house. I call up Mr. Rahul and tells him the whole thing again who says that it was thoroughly checked and requested me to personally check it. 6. Next day in morning after a full night recharge - we ride the scooty again this time i personally noted the kms reading and checked it - and the same issue it did not cross the 36 kms mark on full charge - the same being informed to Mr. Rahul, who this time tells me that he will bring a mechanic and will sit with me and evaluate and requests me to fully charge it - the same was done again but one of the office boy rides the scooty for about 27 kms and the scooty dies in mid way, so basically the scooty was not fully charged when Mr. Rahul arrived i request him to do the check up next morning as even i was travelling because of office work but was denied as all mechanics are busy and their would be no appointment. And now here i am consumer who is patiently waiting for a solution - on a trust that he is dealing with a brand and the brand will do justice. Its been about 15 days that i have bought a brand new scotty which has not worked from day 1, infact very first moment - who has had a horendous experience of pushing it on road and who has silently taken 3 times repaired scotty for cost of a brand new scotty which i paid for I am writting this email in a very pissed of state as i no more willing to take any repairs for this scotty and expect a full refund of the product and a note to Snapdeal as well their customer support team has not reverted me back on email to their consumer support team for the same. I am being forced to lodge a COnsumer complaint as guided by Mr. Rahul as he stated by him that he could not do anything about it now. I expect an immediate action on this case, as i am bound to take legal actions after all my efforts. P.S. (Mr. Rahul was kind enough to help and had reminded me on almost all callthat he is a sales manager and usually dont care of such issues as its not his job but he is helping me but at this situation i believe even he has given up)