Royal Enfield — Disappointed with the staff of ishna wheels.

Address:

Mumbai City, Maharashtra, 400061

Hi this is Hrishikesh Joshi. A Royal Enfield enthusiast and owner. Have uncles and fathers who have ridden Enfield in past but never had any petty issues with the motorcycle in those good old days. But now I'm having some minor issue which could results in big blunders which show lack of professionalism on behalf of service labours, advisor, works manager, the proprietor and/or other individuals associated with the Royal Enfield brand.
It's a shame to have such irresponsible and unprofessional people associated with such a legendary brand. Why my emotions run High has a big reason behind it, let me elaborate..

I booked my bike from Ishna wheels Goregaon west(Link Road) on 28-29Jan2017 with full cheque payment and was confirmed I will get delivery of my bike on 3rdfeb2017 as it was my birthday and it was also in stock.
On the delivery date when I came I noticed a big scratch on the front mudguard which was buffed up and temporarily managed. They told me if I could wait and take the delivery at a later date so that they can get the mudguard replaced. But I had made it clear while booking that I wanted it on 3rd Feb as it was a special occasion for me. I was immediately promised for replacement by manager Mr.Amit and Mr.Jaison on a later date as and when the mudguard would be available and I was told that they have kept a service job card open in my name with the mudguard request. It's been three months but the guard has still not arrived. Moreover I was not given a temp number as in usual cases, I was given a fake duplicate number with a fake duplicate insurance copy, and on asking why so.. I was told that with the temporary number plate I'm at risk of getting caught with the cops. Whereas with the fake number plate I can get around the city without getting caught. I wondered then, if this is the beginning of false promises and commitments on behalf of marketing guys, Ishna wheels in general or In turn by the Royal Enfield brand itself. And this is just the beginning, I've got more disappointments to come your way.

Since the very first ride, I noticed a hit noise coming from the backside every time I experienced a small ditch/bump on the road. I also noticed the left front indicator was mis-aligned/bent and crooked and most importantly the rusting/ corrosion of headlight visor and other chrome coloured parts. I brought it to the showroom to have a word with Amit and Jaison(1-2 week post delivery). I was expecting a replacement for the indicator but They manually with force handled the indicator and cranked a few nuts/bolts and told me it's a minor glitch with loose seat and will be taken care of during the first free service. In case of the rusting/corrosion they said the company manufacture substandard spares and that they are not under any warranty and nothing can be done about it. And on my suggestion they said they will put forward a complaint/request to make changes in manufacturing parts which do not corrode so easily.
I also reminded both of them about the mudguard replacement then and on several occasions while passing by the showroom(during the first month) and several occasions on phone.
As humans we all take a word for granted and a promise and do not worry about a written note, and that's where I feel I faltered. I very well realise how marketing guys will promise anything while selling a product and will falter at living upto those promises during the postcare towards customers.

After waiting for a month the time came for the first free service and i have a habit of being before time I came over at the service centre 5minutes before time and was the first customer. Not as a surprise but nobody at the centre came on time and hence the assessing of job card took time. I told the advisor Pramod about noise from the back which was referred as loose seat problems and also briefed him about my case and my early disappointments. Total time from arriving at the centre to billing was almost 3hrs but since it was the first time it felt satisfactory watching the bike being done from the other side of the glass. But that was not the case, as the noise still persisted which I realised through the coming days. When I contacted the advisor regarding the problem, he said he will get it done during the 2nd free service. I brought everything to notice of the manager mr. Amol too when I found out during bill that, the customer name showed some synergy auto and not my name. He said that since my bike was out of stock during delivery, they got the bike from them and hence its still showing in the customer name. I was panicked and wondered if this could cause any future problems, but He promised that it was just a backend entry error and that it will be rectified.

Royal Enfield promises and claims 90mins flat service but in reality it is just one of the setback we have to face as customers. Because from coming to the service centre and getting the job card filled and eventually to getting the billing done it take more than 3hrs. Now we all know how very difficult it is to manage 3hrs or more to take out from your working schedule. And especially if the service is not upto mark and you have come back for a repeat service and again go through the process of waiting for your number to come, getting the job card filled, wait 90mins for the service and then for the billing which may take as much time as the service itself depending on th system. (with reference As experienced on my 1st service.)

My riding is not frequent, just about 15-20 kms per day average, but I've made sure my bike is upto mark and service is done as per schedule. Then the day for the 2nd free service came in 90days.
Was before time and yet again had to wait as nobody even opened the gates before 9:30. This time the advisor was Mr.Abhishek, I told him about my issues and on checking he told me my spokes are loose on the back wheel and that's the reason for hit noise and a wheel balancing is necessary for which I will be charged Rs.500. I brought to his notice that this is a persistent problem since the first ride of the bike and that it's not been resolved since then. But he was adamant and told these are company rules and he cannot do anything about it. This certainly took me off guard and an alarm was raised, now I wanted to make sure I wasn't take for a ride anymore more. And therefore I'm writing this mail, to bring these lapses to notice and get rectified and that no customer has to go through such displeasure. Though I was lucky to meet mr. Yash tolani the proprietor, and I told him about my disappointments from the beginning. He promised to look into my matter and that I will not be charged unnecessarily. Hopefully I'll b sorted since this meetings, n don't hope to get any further displeasure with my bike and moreover expect all existing problems to be taken care of at company's expense.

I hope this mail reaches to the designated authority who can look into this matter and whatever divisions henceforth taken are for the benefit of the customer who eventually make up the Royal Enfield brand.

Thanks, Regards.

Hrishikesh Joshi
Model: Classic 500 silver
Contact: [protected].

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