Royal Enfield — Royal Enfield has sold me a faulty bike and they are acknowledging it but not doing anything

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Bangalore, Karnataka

Hi I am GURUNATH GOVIND owner of Royal Enfield black classic 350. On September 1st 2014 I purchased royal Enfield classic 350 from TEKNNIK motors, Bangalore .I had clutch and gear issues in the beginning. I left the bike for the 1st service at Teknnik motors, Indiranagar and complained them about the gear & clutch issues. Around 2000kms I started hearing a strange noise from the engine & this noise was different from tappet or knocking sound. So to solve this issue I left my bike at H.S.R service centre Rajajinagar for my bike’s 2nd service and at H.S.R centre they told me that there was some issue with the rear wheel hub & hub must be replaced but the hub was out of stock and asked me to wait for few days. I had to call them daily to get update about availability of the hub and they showed negligence and they never bothered to reply to my call or update me. After 25 days they told the hub was available and asked me to get bike at service centre (H.S.R) and once I left the bike they checked and said we shall replace it during the 3rd service. And the noise from the engine & tappet sound increased a lot. So during the 3rd service at H.S.R service station I complained them about the following problems 1) Strange noise being heard from engine. 2) Gear shifting issue 3) tappet sound from the engine was more 4) rear hub problem 5) mileage drop And they told the replacement of HUB wasn’t necessary and they have fixed with a pin. After the service none of the above issues were solved &when I complained about this to the service manager of H.S.R he quoted” I have never ever heard such a noise from any of R.E bike engines till today”. Service centre gave me a call stating that we will solve your issues leave the bike at H.S.R service centre. I had already left my bike 4 times in the span of 3months at service centres 1st service during September, 2nd service in month of October, 3rd time for hub replacement & servicing in month of November. In spite of leaving my bike several times none of my issues were solved. The H.S.R service station offered me a pathetic and very poor service and they didn’t respond to any of my problems. Again the tappet sound from engine, strange noise from engine, clutch issue, gear problem, low mileage were the problems faced by me after 3rd service and the H.S.R service station gave me a call for the feedback of the service and I complained them about the issues I am facing and they asked me to leave the bike again for few days at H.S.R service centre. In spite of leaving my bike they didn’t solve any of my issues. None of my issues were solved even after 4 services. H.S.R service station gave my bike the worst service. Since my bike had reached around 6000kms I left my bike for 5th service at C.V.S motors and complained them about 1) Strange screeching sound from the engine. 2)Loud tappet sound 3)Low Pick up 4) Mileage drop 5)issue with gear shifting Inspite of leaving my bike at service station for 2days my problem wasn’t solved and I called C.V.S motors and they asked me to leave the bike for a week and they will sort out the issues. The mechanic from C.V.S motors told me that there was some issue with cam wheel. After a week they told they had replaced gasket, bearings of the engine. Inspite of those replacements I was able to hear that strange noise from engine & tappet sound problem still continued. Again I left my bike at C.V.S motors in month of February to solve those issues but none of those issues were solved. They asked me again to leave the bike for week and I left it. But the bike was left unattended for 3 days & after 3days only they worked on my bike. The mechanic from C.V.S motors told me to ride bike for 1000kms & the sound from the engine would reduce, but in spite of doing so the issue wasn’t solved. There was additional problem with existing problem there was a rubbing noise of chain when bike was rolling in neutral & this problem I started facing after 5th service. So during the 6th service at C.V.S I gave this following list of problems I faced 1) tappet sound from the engine 2) chain rubbing noise 3) mileage drop 4) strange noise being heard from engine 5) less power 6)Screeching noise when accelerated But none of these issues were solved. I had to leave my bike for 7th time in the span of 20days and when I had left my bike it had covered only 8200kms with same issues 1) tappet sound from the engine 2) chain rubbing noise 3) mileage drop 4) strange noise being heard from engine 5)less power 6)Screeching noise when accelerated. This time my bike was at service centre for 9days. The service centre told they had changed piston head, crankshaft & they had changed bearings & they had serviced on tappet & valve servicing. All the time had to pay for the service & none of my issues were solved. And I told I have issues with clutch and engine the mechanic at C.V.S told they have no clue about those engine issues. I even mailed about the poor service to C.V.S customer service but they never replied. After seeing the pathetic condition of my bike & poor service offered by C.V.S motors I mailed a complaint letter to Mr.Armugam (manager of c.v.s motors), Mr.Mayur (proprietor of c.v.s motor), Mr.Ashok Malagi(territory service manager), Mr.Satish Kumar(regional service manager) & I got a call from Mr.Kodanda(PR manager of c.v.s) to help me & my bike. When I again approached Mr.Kodanda he test drive my bike and acknowledged the weird sound from the engine and tappet noise and knocking noise and clutch assembly issue. So I demanded for replacement of my faulty engine & Mr.Kodanda got in touch with Royal Enfield engineer & set an appointment to meet Mr.Prashanth (territory service manager) on 21st April 2015. Mr.Prashanth got in touch with me and told me to get a 2nd opinion from Brand store Royal Enfield center near Jaydeva. During this waiting period after services in c.v.s I faced many more issues with the bike 1) tappet sound from the engine 2) chain rubbing noise 3) mileage drop 4) strange noise being heard from engine when accelerated. 5)less power 6)no pick up All these issues have been acknowledged by both c.v.s motors & brand store near Jaydeva. Each & every time I had to call each & every executive but none of them bothered to give me an update or tried to solve my bike issues. On 21st April a meeting with Mr.Prashanth was fixed and Mr.Kodanda was supposed to update me about the meeting but neither Mr.Kodanda nor Mr.Prashanth bothered to reply to my mails or calls. I called them several times but none of them picked. On 22nd April Mr.Prashanth told he was busy so he couldn’t fix any appointment for meeting me. Both service acknowledged my bike’s engine as a faulty engine. On 24th April I was supposed to meet Mr.Prashanth at C.V.S motors but service center people told that he didn’t turn up. And I showed the manager of c.v.s motor the oil leak issue & noise from engine & tail lamp light had some problem. And I asked the mechanic of c.v.s to fix tail lamp but he refused to do it & asked me to get the bike next day to fix the lamp. So I myself had to fix the tail lamp by changing the bulb which took 5mins. The mechanics & service engineer at c.v.s are irresponsible & arrogant and they are not helping me in solving any of my problems. On 26th April the bike engine shut down abruptly in the middle of the road on the highway and I had to push my bike for 6kms to bring it to safety. I called the representative of c.v.s but he didn’t even bother to receive my call. I called several times on 27th April to c.v.s motors but none replied. Later I called Mr.Kodanda & he told me he was off duty and he would talk to manager & send some mechanic to my place to repair my bike. It was hectic for me to call every one of them several times. Mr.Vasanth a mechanic of c.v.s came down to my place and told there was some problem with my engine so only not able to start my bike. he told he would come back in the evening and try to fix the bike if not the bike have to be towed down to service centre. Mr Prashant the TSM of Royal Enfield took the responsibility to solve all the issues and I quote he told that he will replace the engine if the same issue is repeated. I got my bike on 6th of may. There were few issues still with the bike and they told me to ride it for few hundred kilometres and update the status. I was promised that all the issues have been sorted and if the same issue is repeated they will replace the engine. They had replaced the crank shaft, bearings, piston head, rear wheel hub, bore of the engine. I have a picture of the parts they said they have changed, which I have attach in the mail. Now, after riding the bike for few hundred kilometres all the same issues like strange noise from engine, sound from shocks and suspension and all the same issue which I mentioned above started to appear again. This is the pathetic service and promise from the TSM of royal enfield. Mr Prashant is so irresponsible that he was least bothered after I took my bike and never answered my calls when the same issues were appearing with the bike. I, took my bike AGAIN to the service center demanded for a replacement and Mr Narasimha the manager of CVS Motors And Mr.Pavan the assistant manager did not replace the engine gave all stupid reasons and promised me to solve all the issues, I left my bike there once again on 11th may and collected it on 14th may . I demanded for an extended warrenty but Mr Narasimha and MR Mayur the proprietor were least bothered about the situation and told me it will never happen again. I would like to remind you that this is the 9th time I have given my bike for repeat repair job in royal enfield service station in 7 months. Mr. Mayur, Mr Pavan and Mr. Narasimha did not listen to my concerns and were not bothered about my condition and my bikes condition. Now, its been 8 days I bought my bike from CVS motors and 5 more issues have started and these are the issues I have been complaining from 5 months and 9 services. 1) Sound from shocks and suspensions. 2) Strange engine noise after I reach 50kmph and overheating of the engine. 3) Mileage has dropped to 30 kmp/l 4) Rattling noise from the rear wheel 5) Not shift gear especially from 1st to 2nd. 6) Loud noise from the engine when shifting to 1st gear. All these issues is repeating since I bought the bike and no one in CVS or Hsr or Teknnik motors is able to solve the issue and the mental trauma I have gone through after purchasing the bike for 1.5 lakh is unbearable. When they repair the bike they told me they will test ride my bike for 200-300kms and give it back, but they took me for a test drive in heavy traffic. I am facing all the above mentioned issues after the bike gets heated up and I have told this all the 9th times but no one seems to understand it and one more thing I would like to mention is all the staff of CVS and Royal Enfield is so unprofessional and lie to every customer. When they know they have done a mistake they won’t man up and agree the mistake and do the needful. They always come up with reasons blaming the authorised service centres or someone but will not do the needful to solve the customer’s issue. They don’t have the basic manners of responding to a call or a message. I have gathered all the documents for filing a complaint against Royal Enfield and CVS motors. I have approached a public news channel also regarding what Royal Enfield and CVS motors have done to me and the kind of service they have given to me and they are willing to help me regarding my problem. I will be sending a copy of the complaint to the local police station regarding this . You all have cheated me and have been playing with my time and money from past eight months and I was very patient till now, but now I have understood that I am dealing with a bunch o[censored]nprofessional, unethical jerks. The pathetic servicing and negligence shown during the service are the reasons for bike’s condition. My bike has seen more service station days than highway. Everyone from the mechanic, service manager, TSM, the manager from the brand store including the CVS proprietor has agreed that the bike is faulty and no one knows how to fix the issue. I have paid 1.5 lakhs for the bike and you all are responsible for cheating me by selling a low quality faulty bike for my money. My bike is not a test dummy to try all your bloody experiments on it, I have paid the money and I want the right product. I WANT ROYAL ENFIELD TO TAKE RESPONSIBILITY FOR SELLING ME A FAULTY BIKE AND I WANT THE BIKE TO BE REPLACED OR I WANT THE ENTIRE MONEY FOR MY BIKE TO BE REFUNDED IMMEDIATELY. Gurunath Govind gurunathg.[protected]@gmail.com