Royal Enfield — Poor product, service and maintenance: Royal Enfield Thunderbird

Address:

104A/382 Rambagh Near Rambagh Post Office, Uttar Pradesh 208012

Team RE,

I am writing this mail on behalf of my continuous poor maintenance experience with one of your stores located in Kanpur.

Unfortunately, I have purchased two thunderbird 350 from Sareen Motors, Rambagh, Kanpur. It is strange to know that there are two more RE bikes we have in our family and we are all equally troubled just because of your poor quality product and poor service and maintenance deliveries.

I have been experiencing poor deliverables from Royal Enfield as well as the mentioned service center also but the recent service visit totally disappointed me and left me with no choice other than escalating it to the higher management. Here, I try to explain the issues linearly as below-

1) I don't know how the mechanical staff tests the bike once it is serviced as you take it back with the same issues for what you wasted your time and energy to take it to be repaired in the service.

2) The rear brake is too uneven and rough as each time you need to put extraordinary pressure on the brake to slow down the bike. Moreover, nowadays it works similarly like a hand brake in the car. Once it is applied, it will be in the same position until you drag it up with your toe. Is that exactly how it works or is it too hard to be understood to be taken in inspection and repair? You complain the same and you get no result out of it.

3) Your one visit service isn't actually meant for one visit. Once you get service done, you will have to visit again and again with the same problems to be marked as complaint at the service end. Recently I met with an accident due to the rear brake got stuck once applied. Will you compensate for the same?

4) One of the front shock absorbers was leaking which I mentioned and acknowledged them. I asked both forks to be repaired, they repaired and I paid a heavy amount for the same. Even after that, the same day some oil was popping up. I was advised not to worry as it is just repaired. Within a week itself, it was in the same position again.

Now you please tell me, how many times do I need to take this bike to the service for the same issue again and again?
Will you compensate for all the visits I wasted my day, time, efforts, energy, and resources for the same reason? Is it a blunder to buy your product?

I am looking forward to the resolution. I hope these are pretty straight forward things which can be understood. The customers should not fall into such issues if they go for such a premium bike brand. Attached is a copy of the last service availed, all the information related to the bike is in the attachment itself.
Please note I will be free to approach the Consumer Forum if I didn't get any hearing from you.

Thanks,
Tanu Shukla