Royal Enfield — Royal enfield electra 350cc chain

Address:

Thane, Maharashtra, 421501

I bought this bike with great expectations on 16/05/2016 from SR motors an authorised dealer of Royal Enfield in Ulhasnagar, District - Thane, State- Maharashtra.

Today i.e. 3rd March 2017, while riding my bike chain broke and I never expected a bike with such a reputation and brand name to break down in 5400kms.

I had my bike serviced on 1/3/2017 and i never expected this to happen. To add I enrolled to road side safety program and i paid 800rs while my bike getting serviced on 1/3/2017. I called the Royal Enfield Customer care[protected] to report my problem and i spoke to Fiona from the customer care and they arranged for a call back which was of no help. The representative told me i would have to arrange by myself to tow the bike as the Royal Enfield Road side assistance program to which i enrolled is under cooling period.

I called the nearest Royal Enfield workshop of SR Motors in Ulhasnagar and the person who answered my call said they are closed today and denied to help. I held my nerve and i contacted the regional office R8: Goa & Maharashtra tel no.[protected] which is their in the royal enfield owner's manual. The representative of Royal Enfield told me that the number is of not the regional office and the regional office has been shifted to somewhere else and they didn't had their number. I could not believe a big brand like Royal Enfield has such a pathetic customer service and i started realizing and losing hope from Royal Enfield.

I called the service head quarters on[protected] and the 1st time the lady whom i spoke with straight away transferred my call to some other line in which there was engage tone so i called again and informed the representative of my issue and requested her not to cold transfer and to confirm that i will be speaking to someone to report my issue before she transfers my call. I spoke to Mohan and he gave me Mr. Dhaval's contact -[protected] and Mohan assured Mr. Dhaval can assist or organise assistance as he the regional manager and handles issues of Thane district, which i felt might be genuine and i tried calling Mr. Dhaval multiple times and his number was not available and getting to the option to leave a voice message.

I deeply regret that i bought Royal Enfield and I'll never suggest people around me to buy this bike which is more because of the worst customer service. I'm planning to lodge this with the ombudsman however before i do that i thought of sending an email to report this issue and inconvenience.