Royal Enfield — service delay of 35 days

Address:

Alapuzha, Kerala, 688006

I regret to inform you that the after sales service of royal enfield is very substandard and frustrating. I had purchased a standard 350 abs bullet black from your showroom at intrepid works, palakkad on 12/10/19 near my office. The vehicle was registered at alapuzha on 2/11/2019 (Rc attached). The vehicle skid and fell during a drive on 3/11/19, there was minor damage to the fuel tank, head light etc. It was then taken to the nearby authorised service centre riders motors[protected], 2255031, alapuzha on 4/11/19. I was attended by service advisor mr. Manoj – [protected], the insurance formalities was completed on the same and next day (Claim attached). I was told that there may be further works in the vehicle, it will be known only during the work. He promised to handover the vehicle in 1 month time (Slip attached). The insurance agent also told that he will arrange for the same. Mr manoj told me that he will call me the next week and inform me of the works and also he would need an advance once the final estimate is prepared. I agreed and left to my work place at palakkad. He didn’t call. After 10 days i went to the show room on 14/11/2019 and found that the vehicle is untouched. I raised complaint to the manager, he told he will solve in 1 week time after 1 week time, when i called they started rejecting my number. I seeked help from the store where i purchased the vehicle, with their intervention they called on 2/12/19 and gave me the estimate and asked for advance. I paid online on that hour itself and they confirmed the same. I then visited the service centre on 3/12/19. The manager told me it will take more than 1 month to complete the work. When asked about their early commitment of 1 month, he told that me that he can work only in this way, you can do whatever you can i don’t care. Is this how royal enfield responds to a customer, after grave delay in service? After 35 days, i don’t have a clue when i will get my vehicle back. I have voice recording of the manager admitting that the delay is due to his personal financial crisis. But why should i suffer for it. Royal enfield should be more responsible. I sent a complaint via email to [protected]@royalenfield.com on 7/12/19, but no one contacted me till now.