Comments
I got hero duet in July 16, I have change the battery one time, 4 time I have go to services center regarding self start not working, but problem could not resolved, in week again problem start, I got very poor performance from hero duet
Reply
Dear Roshan,
GM,
Hero sri lanka.
The bearing damage which was mentioned in my complaint is replaced by hero motor house minuwangoda.as an engineer do you think that a bearing could be damaged at such a short time span'? I herewith attach the images of the damage bearing.
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GM,
Hero sri lanka.
The bearing damage which was mentioned in my complaint is replaced by hero motor house minuwangoda.as an engineer do you think that a bearing could be damaged at such a short time span'? I herewith attach the images of the damage bearing.
Dear Mr.Roshan.
I was assured of getting solutions for the complaint which was filed on 25th January2017 via a team arranged under your supervision.I have no complaint regarding the service I got from the agents of the company as mentioned in the previous email. It is a mere problem about the product and the spare parts. Anyhow, I visited the company and met your representative, Nandika.Mr. Nandika requested to resolve the problem by replacing the spare parts.
According to the above email, I faced many unusual problems as a customer. Yet, by placing my unconditional faith and trust in the general manager, I agreed to the solutions.
I am extremely disappointed to inform you that I did not receive the expected response even after visiting twice.I personally believe that a general manager of a company must be a man of his word.I place emphasis on the responsibility of your word since you are a representative of the brand and company you promote.Instead of acting as a responsible person, you delayed giving solutions. Your means of response were in the nature of 'not today but tomorrow'.
I do understand the workaholic nature of your job as a general manager. But it is a part of your job to maintain customer satisfaction. My calls were not answered, my texts were not replied, and my emails were ignored. Is it the way you showcase your gratitude for accepting your poor and unsatisfactory solutions? The service dealers of the company has been more respectful and responsible than you yourself.
This is to express my deep dissatisfaction and disappointment of the way you behave as a general manager. Furthermore, it is an injustice you do for the company you represent. You and the company you represent are products of the loyalties of the customers. We as customers, expect that loyalty and respect in return.
I was assured of getting solutions for the complaint which was filed on 25th January2017 via a team arranged under your supervision.I have no complaint regarding the service I got from the agents of the company as mentioned in the previous email. It is a mere problem about the product and the spare parts. Anyhow, I visited the company and met your representative, Nandika.Mr. Nandika requested to resolve the problem by replacing the spare parts.
According to the above email, I faced many unusual problems as a customer. Yet, by placing my unconditional faith and trust in the general manager, I agreed to the solutions.
I am extremely disappointed to inform you that I did not receive the expected response even after visiting twice.I personally believe that a general manager of a company must be a man of his word.I place emphasis on the responsibility of your word since you are a representative of the brand and company you promote.Instead of acting as a responsible person, you delayed giving solutions. Your means of response were in the nature of 'not today but tomorrow'.
I do understand the workaholic nature of your job as a general manager. But it is a part of your job to maintain customer satisfaction. My calls were not answered, my texts were not replied, and my emails were ignored. Is it the way you showcase your gratitude for accepting your poor and unsatisfactory solutions? The service dealers of the company has been more respectful and responsible than you yourself.
This is to express my deep dissatisfaction and disappointment of the way you behave as a general manager. Furthermore, it is an injustice you do for the company you represent. You and the company you represent are products of the loyalties of the customers. We as customers, expect that loyalty and respect in return.
Dear General manager
As you already know, any kind of practical solution was not given regarding the matters with my motorcycle which I informed you via mail. The solutions given were not sufficient enough to solve the dysfunctionings as stated below.
1. engine block paint issue
2. alloy wheels paint issue
3. bass rear cowls issues (L, H & center)..
4. gear issue and horn issues
5. rear brake issue
The gear issue and the back disk brake issue are the main issues among them. I know you are well aware of the fact that many discussions took place between us about the above mentioned. All of those discussions make me believe that you, are a person without the capabilities to accept your errors of judgments as a gentleman. Your pride as a general manager takes the better of you. 'Whatever you say is the Gospel truth' is your policy. I personally believe that all your employees accept your word without question with a 'yes sir' each and every time.
You are the gm of hero motors; not mine. Mere wordplay does not highlight the worth of your position but actions does.
The majority of customers might not be right at times. Yet, there are customers who are well aware of the technical mechanisms of a motor vehicle. Therefore it is crucial to lend an unbiased ear. You, are highly opinionated and judgmental about your customers and does not like to be proven wrong. You utter whatever comes into your mind and is in blind faith that you are always right. Your personality traits automatically earn negative feedbacks to the company you represent. It breeds disgust.
The recordings of all the conversations happened between us stand as testimony to anyone who is willing to see the truth. For an example: when I show defects in my bike, you retort in defence stating that these kind of defects cannot be seen in other bikes. Afterwards I pointed out the same kind of defects in other bikes in your company. Then you came up with this absurd logic: 'even though there are such defects, if the majority of the customers do not complaint, it is not an issue!' Ignoring such defects cause the country to waste our foreign exchange on low quality products. I do not believe that you are capable o[censored]nderstanding such complexities at length.
You repeat yourself as a motor engineer. Yet, you did not know about the use of brakes, Disk brakes and the Drum brakes including advantages and disadvantages of that. You tried to lie and mislead me. I do not need technical solutions from a gm. I expected more advanced solutions from a motor engineer when compared with a workshop technician. Since I am too in the engineering field, it is sad to realize that your solutions are poorer than of a craftsman. However, I need to make this clear to you. Each and every person who use a motor vehicle is not educated but some are not uneducated. Some people have multiple motor vehicles for their individual use. It is not compulsory to become a motor engineer to understand the defects of one's own vehicle. A personal motor vehicle is a person's livelihood. For some, it is their cherished possession. Most of them including myself bought it with money earned by years of hard work. You might see it as a mere mechanical device. I would like to say that, for some people, it is worth more than that. You need to put more humanistic understanding into the relationship between a customer and his motor vehicle.
Next time, try to get a rough idea of the customer's knowledge level before you suggest a solution. You can gain self respect in respecting the opinion of a customer. I will not argue furthermore. You can have your satisfaction thinking you are the winner. Please note that all the information regarding this matter including the voice recordings will be delivered to the director board of your company. Also I will distribute all of the above to every possible person within the company.
Your current problem is not your inability to give a better solution. Your current predicament is between your excessive pride; inability to change your initial opinion. I am thoroughly ashamed to be a customer of a company which employs a gm like you. I would not make further contact with you regarding any matter. As I understand, I must get solutions legally. I hereby inform all the company authorities that every action I take hereafter are your responsibility. My actions will be the resulting consequences of your misconduct.
As you already know, any kind of practical solution was not given regarding the matters with my motorcycle which I informed you via mail. The solutions given were not sufficient enough to solve the dysfunctionings as stated below.
1. engine block paint issue
2. alloy wheels paint issue
3. bass rear cowls issues (L, H & center)..
4. gear issue and horn issues
5. rear brake issue
The gear issue and the back disk brake issue are the main issues among them. I know you are well aware of the fact that many discussions took place between us about the above mentioned. All of those discussions make me believe that you, are a person without the capabilities to accept your errors of judgments as a gentleman. Your pride as a general manager takes the better of you. 'Whatever you say is the Gospel truth' is your policy. I personally believe that all your employees accept your word without question with a 'yes sir' each and every time.
You are the gm of hero motors; not mine. Mere wordplay does not highlight the worth of your position but actions does.
The majority of customers might not be right at times. Yet, there are customers who are well aware of the technical mechanisms of a motor vehicle. Therefore it is crucial to lend an unbiased ear. You, are highly opinionated and judgmental about your customers and does not like to be proven wrong. You utter whatever comes into your mind and is in blind faith that you are always right. Your personality traits automatically earn negative feedbacks to the company you represent. It breeds disgust.
The recordings of all the conversations happened between us stand as testimony to anyone who is willing to see the truth. For an example: when I show defects in my bike, you retort in defence stating that these kind of defects cannot be seen in other bikes. Afterwards I pointed out the same kind of defects in other bikes in your company. Then you came up with this absurd logic: 'even though there are such defects, if the majority of the customers do not complaint, it is not an issue!' Ignoring such defects cause the country to waste our foreign exchange on low quality products. I do not believe that you are capable o[censored]nderstanding such complexities at length.
You repeat yourself as a motor engineer. Yet, you did not know about the use of brakes, Disk brakes and the Drum brakes including advantages and disadvantages of that. You tried to lie and mislead me. I do not need technical solutions from a gm. I expected more advanced solutions from a motor engineer when compared with a workshop technician. Since I am too in the engineering field, it is sad to realize that your solutions are poorer than of a craftsman. However, I need to make this clear to you. Each and every person who use a motor vehicle is not educated but some are not uneducated. Some people have multiple motor vehicles for their individual use. It is not compulsory to become a motor engineer to understand the defects of one's own vehicle. A personal motor vehicle is a person's livelihood. For some, it is their cherished possession. Most of them including myself bought it with money earned by years of hard work. You might see it as a mere mechanical device. I would like to say that, for some people, it is worth more than that. You need to put more humanistic understanding into the relationship between a customer and his motor vehicle.
Next time, try to get a rough idea of the customer's knowledge level before you suggest a solution. You can gain self respect in respecting the opinion of a customer. I will not argue furthermore. You can have your satisfaction thinking you are the winner. Please note that all the information regarding this matter including the voice recordings will be delivered to the director board of your company. Also I will distribute all of the above to every possible person within the company.
Your current problem is not your inability to give a better solution. Your current predicament is between your excessive pride; inability to change your initial opinion. I am thoroughly ashamed to be a customer of a company which employs a gm like you. I would not make further contact with you regarding any matter. As I understand, I must get solutions legally. I hereby inform all the company authorities that every action I take hereafter are your responsibility. My actions will be the resulting consequences of your misconduct.
Dear General manager
As you already know, any kind of practical solution was not given regarding the matters with my motorcycle which I informed you via mail. The solutions given were not sufficient enough to solve the dysfunctionings as stated below.
1. engine block paint issue
2. alloy wheels paint issue
3. bass rear cowls issues (L, H & center)..
4. gear issue and horn issues
5. rear brake issue
The gear issue and the back disk brake issue are the main issues among them. I know you are well aware of the fact that many discussions took place between us about the above mentioned. All of those discussions make me believe that you, are a person without the capabilities to accept your errors of judgments as a gentleman. Your pride as a general manager takes the better of you. 'Whatever you say is the Gospel truth' is your policy. I personally believe that all your employees accept your word without question with a 'yes sir' each and every time.
You are the gm of hero motors; not mine. Mere wordplay does not highlight the worth of your position but actions does.
The majority of customers might not be right at times. Yet, there are customers who are well aware of the technical mechanisms of a motor vehicle. Therefore it is crucial to lend an unbiased ear. You, are highly opinionated and judgmental about your customers and does not like to be proven wrong. You utter whatever comes into your mind and is in blind faith that you are always right. Your personality traits automatically earn negative feedbacks to the company you represent. It breeds disgust.
The recordings of all the conversations happened between us stand as testimony to anyone who is willing to see the truth. For an example: when I show defects in my bike, you retort in defence stating that these kind of defects cannot be seen in other bikes. Afterwards I pointed out the same kind of defects in other bikes in your company. Then you came up with this absurd logic: 'even though there are such defects, if the majority of the customers do not complaint, it is not an issue!' Ignoring such defects cause the country to waste our foreign exchange on low quality products. I do not believe that you are capable o[censored]nderstanding such complexities at length.
You repeat yourself as a motor engineer. Yet, you did not know about the use of brakes, Disk brakes and the Drum brakes including advantages and disadvantages of that. You tried to lie and mislead me. I do not need technical solutions from a gm. I expected more advanced solutions from a motor engineer when compared with a workshop technician. Since I am too in the engineering field, it is sad to realize that your solutions are poorer than of a craftsman. However, I need to make this clear to you. Each and every person who use a motor vehicle is not educated but some are not uneducated. Some people have multiple motor vehicles for their individual use. It is not compulsory to become a motor engineer to understand the defects of one's own vehicle. A personal motor vehicle is a person's livelihood. For some, it is their cherished possession. Most of them including myself bought it with money earned by years of hard work. You might see it as a mere mechanical device. I would like to say that, for some people, it is worth more than that. You need to put more humanistic understanding into the relationship between a customer and his motor vehicle.
Next time, try to get a rough idea of the customer's knowledge level before you suggest a solution. You can gain self respect in respecting the opinion of a customer. I will not argue furthermore. You can have your satisfaction thinking you are the winner. Please note that all the information regarding this matter including the voice recordings will be delivered to the director board of your company. Also I will distribute all of the above to every possible person within the company.
Your current problem is not your inability to give a better solution. Your current predicament is between your excessive pride; inability to change your initial opinion. I am thoroughly ashamed to be a customer of a company which employs a gm like you. I would not make further contact with you regarding any matter. As I understand, I must get solutions legally. I hereby inform all the company authorities that every action I take hereafter are your responsibility. My actions will be the resulting consequences of your misconduct.
As you already know, any kind of practical solution was not given regarding the matters with my motorcycle which I informed you via mail. The solutions given were not sufficient enough to solve the dysfunctionings as stated below.
1. engine block paint issue
2. alloy wheels paint issue
3. bass rear cowls issues (L, H & center)..
4. gear issue and horn issues
5. rear brake issue
The gear issue and the back disk brake issue are the main issues among them. I know you are well aware of the fact that many discussions took place between us about the above mentioned. All of those discussions make me believe that you, are a person without the capabilities to accept your errors of judgments as a gentleman. Your pride as a general manager takes the better of you. 'Whatever you say is the Gospel truth' is your policy. I personally believe that all your employees accept your word without question with a 'yes sir' each and every time.
You are the gm of hero motors; not mine. Mere wordplay does not highlight the worth of your position but actions does.
The majority of customers might not be right at times. Yet, there are customers who are well aware of the technical mechanisms of a motor vehicle. Therefore it is crucial to lend an unbiased ear. You, are highly opinionated and judgmental about your customers and does not like to be proven wrong. You utter whatever comes into your mind and is in blind faith that you are always right. Your personality traits automatically earn negative feedbacks to the company you represent. It breeds disgust.
The recordings of all the conversations happened between us stand as testimony to anyone who is willing to see the truth. For an example: when I show defects in my bike, you retort in defence stating that these kind of defects cannot be seen in other bikes. Afterwards I pointed out the same kind of defects in other bikes in your company. Then you came up with this absurd logic: 'even though there are such defects, if the majority of the customers do not complaint, it is not an issue!' Ignoring such defects cause the country to waste our foreign exchange on low quality products. I do not believe that you are capable o[censored]nderstanding such complexities at length.
You repeat yourself as a motor engineer. Yet, you did not know about the use of brakes, Disk brakes and the Drum brakes including advantages and disadvantages of that. You tried to lie and mislead me. I do not need technical solutions from a gm. I expected more advanced solutions from a motor engineer when compared with a workshop technician. Since I am too in the engineering field, it is sad to realize that your solutions are poorer than of a craftsman. However, I need to make this clear to you. Each and every person who use a motor vehicle is not educated but some are not uneducated. Some people have multiple motor vehicles for their individual use. It is not compulsory to become a motor engineer to understand the defects of one's own vehicle. A personal motor vehicle is a person's livelihood. For some, it is their cherished possession. Most of them including myself bought it with money earned by years of hard work. You might see it as a mere mechanical device. I would like to say that, for some people, it is worth more than that. You need to put more humanistic understanding into the relationship between a customer and his motor vehicle.
Next time, try to get a rough idea of the customer's knowledge level before you suggest a solution. You can gain self respect in respecting the opinion of a customer. I will not argue furthermore. You can have your satisfaction thinking you are the winner. Please note that all the information regarding this matter including the voice recordings will be delivered to the director board of your company. Also I will distribute all of the above to every possible person within the company.
Your current problem is not your inability to give a better solution. Your current predicament is between your excessive pride; inability to change your initial opinion. I am thoroughly ashamed to be a customer of a company which employs a gm like you. I would not make further contact with you regarding any matter. As I understand, I must get solutions legally. I hereby inform all the company authorities that every action I take hereafter are your responsibility. My actions will be the resulting consequences of your misconduct.
The defects of the bike were complained on 22nd January 2017.Some of the solutions were given for the defects by the hero motor company paliyagoda. The remaining defects of the rear brakes disk issue were discussed with Mr.Abhishek from India. It was agreed to to replace the disk and repay me the labour cost. Accordingly the disk was replaced at 06th May 2017 from the paliyagoda service centre.
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