Royal Enfield — service complaint: aravinduja motors, kattupakkam, chennai

Address:600124
Website:Chennai

Hi royal enfield team,

Good day!

This is apaajith r (Karthikeyan) from chennai, i am owned re. Thunder bird – 500 cc (Vehicle number: tn 06 j 9029 - stone black) since 2013.
I have some engine more oil leakage and few more issue in my bike from last two weeks... So that to resolve this issue i went to aravinduja motors, kattupakkam, chennai.

I have dropped my bike on 6 th of january 2017, when i dropped the bike, the service executive has confirmed me your bike will be ready by 8 th december 2017. But so far, the bike has not yet ready... They found the oil leakage was happened due to the clutch plate assembly was wearied, so that they called me for approval to replace the clutch plate assembly, i denied my approval for that, because i have changed that spare 4 months before only (On 5th of aug’2017).

Then i asked to service executive, who called to for approval, please check out in history of service, recently i changed that spare, i don’t know, whether he checked or not, the executive blindly said, “sir, that spare was not changed nu”. Then, i have hard copy of my service history bills in my hand, then i ask him to check out on 5th of aug’2017, in the spare bill copy serial no:17, it’s their nu, then he found, yes sir, i got that nu. On 5th of aug’2017 i have changed the lot of spares; the changed spare bill amount was around rs. 17107.00 /- and labor charge was around rs. 4, 461. /-, even though after that, i have done few more services and complaint services in same show room only.

I have asked couple of question to that executive, i changed it recently only why it’s wearied too early and i have used few kilometers only around 3000 km, he answered for few questions and he could n’t answered for few questions.

Today, i have got call from showroom, one of sr. Executive was talk to me, sir, it’s because of your usage only it’s wearied nu, we have lengthy conversation regarding on this, i have asked the couple of question to sr. Executive, he said, we are following our aspects and rules here, we are not answerable for those question, you could check with corporate, they will answer for your questions.

Here my questions,

Firstly, i have couple questions to royal enfield corporate center and that service centre... (Aravinduja motors, kattupakkam, chennai)

Questions to corporate.

Question no: 1

Firstly, have you authorized this service center... Or just they themselves put it we are authorized service center. If you are authorized means... How did you authorize this service center?

Because, in their service invoice copy, they are mentioned only spare description name list and spare amount, they couldn’t put the manufacturing part number / part number and related to spare information’s, then how could we believe, whether they have changed the spare or not?
If they are mentioned those details in bill na, it will be useful future reference and monitoring the same.

This kind of protocol can be following in bajaj, honda, hero, tvs also, like mentioning mpn / pn in service bills, why you are not following?

Question no: 2

Why you are mentioning in your brand bikes like “made like a gun”, if you made like gun means, why that clutch plate assembly was wearied in a short duration with less kilometers.

We are believing that (All of your customers) royal enfield bikes are used for long life, the brand name,, low maintenance compare to other bikes even though maintenance cost will be high, quality of your product was good nu, but here it’s proved not like that.

Question no: 3

Have you following fmea?
I would like to know history of that clutch plate assembly, like such as production batch no, casting / forging batch no, and machinery details and other info related to manufacturing operation process, if those details could be available / mentioned in that spare as well as all of you spares, why am asking this detail due to future reference and root cause of failures.

Here i have a doubt, whether the service center could change that spare or not?

Even, they are returning old spares also, just i known about this …. Have you following this protocol for future customer complaints like me?
Because of this worst experience, am going to sharing / advising this info to my friends, colleagues, family members, relatives and your future customers.

Questions to that service centre:

Question no :1

When we dropped the our bike for service, we are providing our complaints, have resolved those complaints or not?

Because i have provided couple of complaints when i drop the bike but few of my complaints not yet resolved, after done the service, again i come to your show to resolve that complaints. It’s wasting my valuable time, every time i bring my bike two times to resolve my issues.

Question no: 2

In your service center... Have you follow the proper step by step procedures and service operations?

If yes na, why all the complaints not arrested in first time of service?

Question no: 3

Why you are not mentioning complete spare details like such as part no / batch no, item no or other details in you service invoice bill?

How could i believe you have you changed my spares truly or not, because that spare was wearied usage of less kilometers only around 3000 kms, earlier also i have changed that same clutch plate assembly, that i have used more than 9000 kms with same kind o[censored]sages.

Question no: 4

Have you done the servicing properly in first time, because the out mechanical shops / garages done the service better than your show room service. Because i have been using this bike since 2013, so far the engine oil leakages are not yet happened, once i went to your show room, i have been facing too many issues and problem in bike.

Question no: 5

If you are done properly na, even i could have this time also like making this complaint, writing out this info for your corporate reference.

Few more details to corporate for your reference.
Vehicle no : tn 06 j 9029
Name : aparajith
Chassis no : me3u5s5f1de001134
Engine no : u5sf0dd040584
The spare changed service invoice no : slinv[protected]
Invoice date :[protected]

Regards
Rajith (Karthik)
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Royal Enfield customer support has been notified about the posted complaint.
Jan 11, 2018
Updated by sivakarthik1988
I mentioned wrong dates here, , 6 th of January 2018 am dropped my bike, they confirmed that bike will be ready by 8 th of January 2018.
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