| Address: KTM service center, Hennur, Bangalore |
I wish to register a formal consumer grievance against the authorised KTM service centre in Hennur, Bengaluru, for an unreasonable and prolonged delay in repairing my motorcycle.
Vehicle details
Registration number: KA 02 KU 7037
Date submitted for repairs: 21 May 2026
Total advance paid: ₹30, 000
On 27 May 2026, I received the initial estimate, which mentioned the chassis. I asked the service centre manager, Zahid, whether the motorcycle could be safely repaired without replacing the chassis. He said he would check and confirm. I subsequently paid ₹20, 000 through KTM UPI.
At the end of July, I was informed that chassis replacement was necessary for safety reasons. On 23 July 2026, I paid an additional ₹10, 000 through Suhail's UPI towards the chassis. I later received a call from Pune and was told that the payment was confirmed and the chassis order had been initiated. I was assured that the repair would be completed within approximately three weeks.
Subsequently, the service centre promised completion by 20 September. When I visited in person after this deadline, I was informed that the chassis had not even been ordered. I was then given another completion commitment of 5 October. That deadline has also passed, and I still have no reliable confirmation of the order or completion date.
My motorcycle has therefore remained at the service centre for nearly five months, despite advance payments, repeated follow-ups, and multiple missed commitments. I have been deprived of the use of my vehicle and subjected to significant inconvenience, uncertainty, and frustration.
I have also been informed that replacement side fairing/fibre parts will be supplied in black without the original orange-and-white graphics and that I must pay separately for the stickers. I seek a written explanation of whether the graphics are included in the original replacement part or the agreed repair scope, and why any additional charge was not disclosed clearly in advance.
Furthermore, I am concerned that the delay may affect my insurance claim. I was informed that the surveyor wanted the repair completed by the end of August. If any previously approved repair amount or item is reduced or rejected due to the service centre's delay, I request that the responsible service provider and KTM address the resulting financial loss to the extent attributable to their actions or omissions.
I require KTM India to take ownership of this matter and provide the following:
1. Immediate written confirmation of the chassis order status, including the order date, order/reference number, and expected delivery date.
2. A firm, realistic, written deadline for completing the entire repair and delivering my motorcycle in safe, roadworthy condition.
3. A complete, itemised repair estimate showing the parts, labour, insurance-approved items, customer contributions, and any additional charges.
4. Written clarification and resolution regarding the missing orange-and-white graphics on the replacement side fairing.
5. Written assurance that KTM will coordinate with the insurer and address any financial loss directly caused by the service centre's delay.
6. A reasonable compensation proposal for the prolonged delay, loss o[censored]se, and inconvenience.
7. A formal investigation into why I was told the chassis order had been initiated when I was later informed that it had not been ordered, along with an explanation of the repeated missed deadlines and the responsibilities of the personnel involved.
I request that this grievance be registered and forwarded to KTM India and the responsible service centre for a time-bound resolution. I reserve my right to pursue the remedies available under applicable consumer protection law if the matter remains unresolved.
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