| Address: | Mumbai City, Maharashtra, 400059 | | Website: | royalenfield.com |
On the 21st of September, I had sent an email concerning my RE Electra & a complain towards the poor customer service. Till today I have not got any call in regards to the complain.
had purchased my Bullet on 23/08/2014 in Mumbai. The dealer is SYNERGY AUTO INC based in Saki Naka, Andheri East Mumbai. It is RE Electra 350. A brand new bike. Unfortunately it had gear issues. It used to skip gears. Then the bullet was given at SYNERGY AUTO INC service center. They informed me that it was a company defect and that they would replace it without any cost. They promised to repair the bike in 2 days. I went after 2 days. RE representative assured me over the phone the bike was repaired. I checked my bike. It was still the same. What they did was nothing. They did some clutch setting. I informed them that there was no work done on the BRAND NEW BIKE. The brand new bullet stayed for another 3 days. So that's 5 days. Great. Why was I told bullet is fixed wherein it is not? Customer service ??? Never expected that from ROYAL Enfield. That was the first incident.
Once I was putting RE on main stand, a spring broke from the main stand. Informed SYNERGY AUTO INC about the same & now SYNERGY AUTO INC wants me to pay for that. Why ? Why should i pay for the parts that break on its own. I understand if I cause any damage to the bike/parts, I am liable to pay for it. Why for parts that break/give issue on their own. However, I didn't pay for it and the item was replaced. "Poor customer service". I had to make the RE representative understand about the situation.
Another incident:
I met with an accident in March 2015 wherein I had to replace the chassis, front disc brake, fork. I had to wait for the parts for more than a month. RE representative told me that it is their "year end" and cannot order for the parts and that it would take time and so on. I did not care much about it as I was not able to ride the bike. Still how can someone say its a year end. Who talks this way to a customer who has paid for more than a lakh for a Bike. Do they even know what customer service is ?
Again, out of the blue there is some oil seal issue. I called SYNERGY AUTO INC to inform the same and then they say that this happens to new bikes as well, so we cannot help it and said that I would have to pay for it. Why am i supposed to pay for all this? If the parts are new & genuine how is it that they get spoilt. Fine, its a machine, parts can have a default. Replace it. Is it that RE COMPANY DOESN'T GIVE A DAMN ABOUT THE CUSTOMERS. Just because there is a huge demand for RE bikes..Just make it and sell...there are service centers to take care of all the defects and issues with the bike. Do parts last for 3 months, 4 months 6 months ?? Or is it that I am supposed to be lucky enough to get a part which will work for years ??? China ka maal jaisa.. chala toh naseeb !!
Why you want me to pay more. Why should I pay for the issues caused by ROYAL ENFIELD. I have always excused the negligence by RE & its representatives. Not this time. I don't understand how this company treats its customers and what kind of policies and T&Cs you'll have. The experience that is not great at all. The RE Company should know why there are people buying RE. I love my bullet and not the service provided by RE. Was this information helpful? | 
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