Sent an email to Royal Enfield as below. Please read till the end. The response received from Royal Enfield is more frustrating than my complaint.
Hi,
I wanted to bring to your notice the poor service received and also expect some action to be taken against the Vogue Motocorp service centre in Andheri East (Saki Naka).
I got repeated calls from Royal Enfield service centre stating my RE Meteor service was due.
I mentioned to them that I will be visiting the Vogue motocorp Service centre on Monday, 18th July 2022.
On reaching there the service advisor did the usual formalities and i told him that I will be waiting in the waiting room and take my bike along once its done.
Also asked him if it will be done in 1 hour to which i received no response. Asked this question 3 times with no response and I was just asked to wait.
So, i got myself seated in the waiting lounge and kept an eye on my motorcycle.
No one touched the motor cycle for a good 30 mins post which i went out and asked them to atleast start since im waiting here..
after 15 mins of further waiting the bike was taken in the repair/service area…
There was a mechanic assigned who opened the sump guard and the side panels and then went away to wash other motorcycles.
Then he came back again and opened another nut and then vanished. This happened a couple of times and I had already spent around 2 hours in the service centre with only 5 ins of attention given to the motorcycle.
At this point i got frustrated and spoke to the service centre manager. I told him :-
1. The bike is just kept there and no one is looking at it.
2. Its been 2 hours and my bike has been touched for only 5 mins (to drain the oil since i was changing the oil in this service)
The manager at this point took action and told the mechanics to speed up my bike service.
I went back to the customer lounge.
15 mins later - I was told the service is completed and now I am even more surprised !!!
I just waited for over 2 hours and nothing was done to the bike and now suddenly in 15 mins the service was completed?
The total service time was a mere 20mins?
it was almost 1 pm and i was asked to settle the bill as they advised it will be lunch time and the cashier would step away and i will have to wait further.
So i settled the bill for the amount of Rs.1, 108.00/-
In the customer lounge
1. There is an AC which was switched off
2. There is no mobile network so I had to pay by credit card since gpay didnt work.
3. The seats are not at all comfortable (broken) for a person to sit and spend 2+ hours.
4. There is a water dispenser but no cups/glasses - You are expected to get your own bottle/glass.
5. They also said they had some issue with the server and that the invoice will be sent to me on email… (in the first service i had got it at the service centre)
6. Also, you are compulsarily asked to sit inside the lounge and you cannot be near the service area. The view from the lounge is obstructed and does not give a complete picture of the service area.
Post settling the bill I saw my bike and it seemed nothing at all was done except for oil change.
I had told them there is no issue on the bike - I just wanted to adjust the rear shock absorbers and wanted to make is softer.
There was no one around the bike or in the service centre (absolutely no one) and my bike was just kept there which I could have actually ignited the engine and taken it away and no one would have stopped me.
The bike was washed with water (they said u can come back for proper washing since their washer was on leave) but not wiped.
So i go into the cabin of the service head/manager and tll him there is no one around.
He was absolutely disinterested and not cared 1 bit but asked someone to wipe the bike.
The wiper told me the bike is already washed and if i ride it it will dry on its own :)
Second, I also happened to see the mechaninc who was working on my bike and asked him if he adjusted the shock ups.
to which he said according to me they are fine.
Then I asked him did you even know what the issue is and what you were supposed to do.. He said no and walked away.
In total frustration i took the bike from the service centre and headed home…
The Rs.1, 108.00 was a donation to RE service centre as nothing at all was done on the bike.
I felt no difference while riding and as a matter of fact the breaks now seem weaker and the gear shift which was very smooth before the service is not smooth anymore.
Please advise a better service centre which will actually service my bike and not just keep it for 2 hours and give it back.
Additionally, I just checked the booklet and I notice the engine oil was not supposed to be changed :) So i was cheated too :)
Also, the staff seemed pretty new. The older staff was much better than the existing one.
Here is Royal Enfield’s response
Dear Sunil,
We understand your concern regarding the service issue and we regret the inconvenience caused.
As per the team update today of 18/07/2022 you had visited the workshop and wanted a bike in 1 hour, they said ok and the case was resolve.
We appreciate your patience and understanding in this regard.
We value our customers and always look forward to giving our best to ensure to meet our customer experience.
For any further assistance, you may also contact us at [protected] - (Toll-Free).
Regards,
Flowrin D.
Royal Enfield - Customer Support
F - facebook.com/royalenfield
Tw- twitter.com/royalenfield
W - royalenfield.com
Royal Enfield customer support has been notified about the posted complaint.
