Royal Enfield — rude behaviour & adamant nature of mr. biju from royal enfield service center (subhash nagar, new delhi)

Address:

New Delhi, Delhi, 110018

I wish to make a formal complaint for the kind of experience i had today on my 8th service. All the problem occured when mr. Biju interfered between the conversation of me & the advisor. Not only was he adamant on few points but was also behaved very rudely with me.

[by rudely i mean not listening to my issues & continuosly giving repeated answers to the questions that i actually didnt asked at the first place]

Out of many good experiences in the past, i've mentioned below the ones which were bad:

1. On my 1st or 2nd service i was charged for the lubrication - but it wasn't done. After the service i was told that i can take my bike. As i was about to take my bike home one of the agents noticed that the chain wasn't lubricated & then he lubricated it (Which is very appreciable) but it should have been done already. What if the other agent wouldn't have noticed it.

2.in one of the service i was billed for engine oil top-up. I told that it hadn't been done but your service guy didn't trusted me. I asked him to check with my advisor and then he realised that i was telling the truth.

And the funny part is he still asked me to pay for the top-up and said that he will refund me in the next service. Is this a joke??? I didn't paid however and i strictly asked him to waive off the charge as its incorrect.

3.in one of other services i was told that the engine oil was supposed to be changed. I requested that after its changed then to give back the remaining oil to me.

In this occasion i came to know about the hidden acting talents of your technicians.

I saw one of the two technicians who were changing the oil, in order to make me realise that no oil is left, started showing his hidden talent of acting, by looking into the oil can & then telling his colleague that nothing is left with great expressions so that i can notice his expressions and can estimate that no oil is remaining for me to take back.

However when i checked i found that good amount of oil was left which then i took back.

4. Now today my interaction with mr. Biju showed me how much multi-talented this guy is who continuously tried to make me confuse when i pointed out few flaws in their service.

Ist
At the time of filling up the job card, i was told that some amount will be charged for the lubrication (Along with other charges), to which i replied that i had bought my own lubrication, as i had started bringing my own chain cleaner & lubrication from my 5th service.

Not sure what was the reason but mr. Biju adamentely denied my request & said that re never use third party lubrications and that i was not telling the truth.

When i showed him my previous bills then he realised that i was telling the truth.

But now he unsucesfully started blamming me for this and started saying i must have forcefully asked the previous agents to do so.

Not sure if his rude tone was a result of his bad day or if this is his normal tone of speaking - to be honest though i really didn't liked it.

If this is not allowed from re itself then this should have been told to me at the first place, i. E. On earlier occasions. Instead, previous advisors just used accept my request o[censored]sing my lubricant as if this was a very normal thing. As a result i specially purchased the lubricant from outer market which now i can not use.

2nd
I asked him about why am i being charged for the consumable charge when i am neither asking to service the battery & nor asking to apply re lubrication?

[as per his definition : consumable charges are charged to the customer during service where we carry out battery treatment, using any lubricant during service and dealer facility.]

He said that ac & drinking water which they provide to the customers (By the way i never take your luxurious ac privilidges as i do not sit at the customer lounge & neither do i drink your extra ordinary 7-star chargeable water) come under consumable charges.

Mr. Biju not only should learn what to say & how to say but should also take some coaching classes to improve his way of speaking with customers.

For point numbers 2 & 3 i have written apologies from the respective advisors (Which i never escalated because after every mistake your talented actors have a habit of saying sorry in such an emotional way that it makes it impossible for the customer to escalate it)

But your mr. Biju seems to me much more fearless talented person who not only waste much time of customers with silly nonsense hours of debates but also unsuccessfully tries to play with the words in order to try to make them confuse.

His best talent is to give repeated answers to the questions who no one ever ask.

I require extreme urgent response on the above email & the kind o[censored]nique experience your service has given to me.