Hero Motocorp — service complaint

Address:	Chennai, Tamil Nadu, 600074
Website:	www.heromotocorp.com/en-in

Dear sir/madam,

On june 19th, 2018, i have received my bike hero pleasure registering tn22-bp-3254 after getting serviced at hareena motors (Now changed to saradha motors), ground floor, old no 32, new no 1, kamarajar salai, anakaputhur, chennai - 600070.

I have given for general service with complaints on pickup (Which happened after general service on april 21th, 2018 at the same service center). I received a call from service center connecting technicians ganesh and sundar and they have explained that engine head needs some repair.

I demanded reason on why there should be issue with head because the bike is running fine and service is done properly and regularly only that pickup from ideal is not good. They kept on repeating if this repair is done, pickup will be good as new.

Finally, i agreed to make the repair and collected my bike on june 19th, 2018. I have driven bike to home and put side stand. I have seen oil leaking from engine so i have observed for few minutes and took the bike back to service center. I have raised complaint to front desk and they have called the technician ganesh who attended service for my bike.

He looked at the leak and tightened some screws and told me the leak is fixed so i have driven back home and have seen same issue but this time the oil is leaking heavily then i took my bike once again to service center and raised complaint.

Technician ganesh came and looked into leak again and asked me to put straight stand instead of side stand so the leak will not come. I was really surprised with his answer and asked him not to hurry and give temporary solutions. Later, he asked me to drop bike so that he can look into it. I have dropped bike in service station and returned home. Also, i asked him to check the oil level as the leak was heavy.

I have called next day to check the status for which i have got a reply from front office that the management is changing and the stock counting is going on and hence there will be a delay in looking in to the issue.

After one week, i have received call from front office stating that the issue is fixed and i can take my bike. I went and checked the bike to see if the initial pickup complaint was addressed with oil leak. This time i took bike for test drive and i have observed that the pickup was sluggish so i have driven back to service center and explained about the sluggishness for which i have been told that engine needs a week’s time to set so i waited few minutes to see if the oil was leaking and there was no oil leak. I have driven back to home believing that the bike is all set.

After one week also the sluggishness didn’t go so i have called front office and explained about bike condition and they connected me back to technician sundar (Who was also aware of the service). He asked me to test one more week. Since he is senior technician, i relied on his reply so i have started to drive with same condition.

My bike got breakdown in the second week after service while i was driving in the night. It suddenly stopped and there were no symptoms of ignition. I have called service center front desk next day morning and explained about the problem. Two different technicians came to my house and took the bike to service center. When i enquired about technicians ganesh and sundar who attended the issue, they mentioned that both of them quit the job.

Next day, i have called the service center to check the status of my bike. Technician bharathi (Who is also aware of my bike service) attended the call and told me that the bike engine got seized. I have pushed to shock and arrived to service center immediately to find out what happened.

Technician bharathi explained that ganesh didn’t fix the leak issue permanently instead he has put some liquid (Like anabond) in one of the engine oil circulation unit which stopped the oil even coming out of the hose so the engine is seized without oil getting circulated properly. Also, he explained that it is purely ganesh (Technician) mistake. When i further enquire him on what got damaged, he explained that bore and piston got damaged and estimated amount to repair would be around rs 13, 000.

I went to front desk with bharathi and asked him to explain the same, after he explained what made engine seize, i told front desk that since it is technician mistake, hareena motors need to repair and make bike back to normal and i can’t bear any cost. Also, i asked for manager no to intimate the issue for which both front desk person and bharathi was not ready to share and asked me to drop bike at service center so that they can evaluate one more time and will have bike fixed.

I left service center with very much bitter experience but believing they could fix the issue. After few weeks, i got a call from front desk stating that the issue is fixed and i can take my bike. I went to service center and tested the bike inside the station by starting it. The sound of the engine was so loud and there was huge tappet noise. It was huge disappointment one more time for me, i have clearly told bharthi that the engine is in bad shape and it is clearly not fixed for which he removed few caps of the engine and showed me it is working correctly and the flow of the oil is also fixed. He also has done a test drive and told me that the engine pickup also good.

When i enquired about what are the components changed, bharathi explained that there was no need of change in any components as everything is normal. I was not compromised so i tried to seek managers no to explain the issue for which front office person and bharathi explained that they will tell this to manager and asked me to drive for one week and give the feedback. Also, they explained that they can’t keep the bike with them since there is nothing can’t be repaired anymore so i have taken the bike back but dropped a note to front desk and technician bharathi, if there isn’t any improvement in the sound, i will return the bike back.

In a week’s time, i called service center and explained that the sound is getting worse and it can be compared to sound of an auto so i told them that i am planning to return the bike. Front desk person told me that i can bring bike to service center but before that i have to talk to manger only regarding this issue so i went last week and dropped bike and met manager (Surprisingly he was there this time) and explained about what is really happening to my bike for past two months post service.

After explaining for nearly 20 minutes, without even minding on my words he said he can’t do anything about the issue as the management is changed and he asked me to talk to people who was there earlier.

I clearly told him that this is an issue with hero and not some franchise. If there is no hero logo, i would have never come to do service in the first place. Also, told him that i should have been notified earlier that new management is not responsible for services before so and so date. I gave bike for service when hareena motors was there and when i returned bike for first complaint there was management change and the bike was very much present in the service center and during second complain, part of management is changed so i don’t have anything to do with all this. Manager told me to come next week as the supervisor is in leave for rest of the week.

Today i went and spoke to manager one more time and asked if he is ready to provide solution. He said he can’t do anything and i need to bear the cost for the spares which need to replaced.

To hero-

Please give me a solution for this. I will be pushed to pathetic condition in which i’d have to take decision from your reply to go legally or not against my favorite bike company.

Expecting your humble reply on this.

Please note that i have a long history of servicing my bike in the above mentioned service center for both of my bikes (Pleasure and karizma (Tn22 aw-1558). Also, i owned cbz earlier to karizma. Being proud of hero honda bike person, i am pushed to this bitter situation and trying to get solution from you as last resort.

-senthil