Royal Enfield — New bike | poor build quality | several breakdowns and towing within 4 days of delivery of the bike

Address:	New Delhi, Delhi, 110020
Website:	royalenfield.com/locateus/dealers/south-delhi-motorcycles-new-delhi-delhi

Dear team

I’ve purchased a new royal enfield bullet classic 500 desert storm delivered on 3rd of may from your dealer south delhi motorcycles, okhla phase - ii. The bike provided to me is of poor build quality and is giving serious problems each day. Furthermore your staff is the most irresponsible i’ve ever seen. Please see the facts below

Day 1: 3rd may 2017 (Delivery day)
1.in the showroom itself the silencer strip was dented at the time of delivery. Your team had not bothered to check the same before handing over the bike to me. When i told your team about the same they said that it is my duty to get it replaced from service center located in okhla phase – i, since the parts are in service center only. I had to take the bike to service center myself.
2. The booklet of the bike was not available and i had to take a copy from service center located in okhla phase – i.
3. When i was on the way home i noticed the tail light was not working.

Day 3: 5th may 2017
1. While travelling to office from home, the bike stopped and wouldn’t start near my office. I had to tow the bike with the help of my friends.
2. I called your rsa and they assured me that someone will come to my office to take the bike in 15-20 mins. However none came in 1.5 hours and no call was made to me. I showed the bike to a mechanic and he said the fuse is blown up.
3. I called your showroom asking for alternate means and i was told there that the rsa takes 7 days to activate. Is this correct? Furthermore he recommended to put a wire in place of fuse and bring the bike to service center. Is this recommended by royal enfield? I checked in booklet the fuses were not of correct rating and spare fuses were missing.
4. I called up rsa again and told them the scenario, they assured me a tow away van will reach shortly. They too were surprised why tow away van did not come and they said they will check. No revert from them on this till now. However the van did come and i had to travel to your service center with them since you donot offer any drop facility. The bike was taken to okhla phase – i service center which is about 15 kms from my office.
5.in the service center when i spoke to service mechanic he said the fuses were of correct rating. I. E. A 25 amp fuse is actually not required. Instead according to the mechanic, the booklet means the fuse rating 25 amp is actually 15+10 amp which are there in other slots. He put a 15 amp fuse in 25 amp slot and gave the bike back. The spare fuses were provided this time but no 25 amp fuse was given.
6. He repaired the tail light too, it was found the tail light assembly was faulty. The complete assembly had to be replaced.
7. Taking him to be an expert i took the bike and was returning to my office when midway the fuse again blew away. This time i put a spare 15 amp fuse in the bike and took the bike back to service center. This was a 10 kms run back to the service center. When i took the bike back to service center no 25 amp fuse was available in the service center. The mechanic took a fuse from another bike and put in mine. No spare 25 amp fuse was provided. Now i am missing 25 amp fuse as spare.
Pity your service center is taking customers for a ride.

Day 4: 6th may, 2017
1. While taking my bike to a friend’s house nearby my home, my bike stopped in the middle of the road. I called my friend to help me. After much storming we checked the fuel tank. It was found there is no fuel. So the bike reserve fuel indicator was not working! This is still not working.

Day 5: 7th may, 2017
1. I had taken the bike to my friend’s place some 50 kms away from home in ghaziabad.
2. While returning the bike stopped midway in the middle of the road.
3. I called up rsa who sent a mechanic after 45 mins. He checked the bike and said he will not be able to fix the bike and has to be towed to the service center.
4. The mechanic refused to help me for tow and said i need to call up rsa again and left.
5. I called up rsa again and the tow vehicle came after 30-45 mins. Thus i was standing in hot perching heat with temperature above 40 degree with my bike on road for a good 2 hours before the tow van came.
6. I received a call from re customer care who took the tow vehicle driver in conference.in conference, the driver refused to take the bike to service center suggested by the re customer care guy because your company doesn’t reimburse tow vehicles above 15-20 km distance as per what the tow vehicle driver was saying to the re customer care guy. This fight started since the nearest service center was not picking the call and for the further service center your company will not re-imburse. How pathetic. However the bike was taken to the nearest service station.
7.in the service station, different parts were opened and checked and in the end it was found the side stand sensor was giving incorrect readings! This was not replaced but has been disabled by removing the connection. Is this service center style of working? So much for 2 year warranty.
8. I also requested replacement of reserve fuel indicator replacement for which the mechanic told me the complete fuel tank and the wiring needs to be opened to check. Since i was getting late i spoke to the service in charge in okhla phase – i for fuel reserve indicator. He said to bring the bike to okhla phase – i. Now i will again need to take my bike to your service station.

So in the last 5 days i have the following

1. Scratches on tank/chassis and bent in main stand puller due to towing of vehicle by your team.
2. Not working fuel reserve indicator.
3. Not working stand sensor due to smart mechanics.
4. No 25 amp spare fuse.
5. Unruly staff.
6. Untrained mechanic.

Day 6: 8th may, 2017
1. I called up your showroom and have requested a replacement of this bike since it is not even 1 week and the bike is giving so much trouble and making me stand in hot sun.in terms of reliability the bike can make me stand any time anywhere.
2. The sales personnel mr shukla has said the bike cannot be replaced since the problem can come to anyone and you are a unlucky customer. I need to know what is the meaning of this statement?
3. Furthermore the bike has been registered with rto delhi, it cannot be replaced. Why such absurd reason is given for no replacement. Will i always remain your unlucky customer, that too because of you and your staff?
4. I may be given an assurance that if i face any problem they will do pick and drop the bike at my location but the bike has always given problems during travel. Every time the bike has stopped working in the middle of the road causing danger of an accident.

I am deeply saddened with my bike. I request you to replace this as soon as possible, also i request you to take strict action against your service mechanics & sales personnel.

Thanks and regards
Sundeep singh attri
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