Tvs Motor Company — accident repair

Address:

Vellore, Tamil Nadu

A. Date of incident - Nov 8, 2018 to Nov 29, 2018
B. Client number - [protected],[protected]Balamurugan TVS, Vellore)
C. Cost estimate details - Job card no. 162301 dt. 10/11/2018
D. Advance receipt no. - 7869 dt. 15/11/2018 (Amount - Rs.1, 500)
E. Invoice no. - 8764 dt. 29/11/2018 (Amount - Rs. 21, 444)
F. Bike Battery warranty details - 130654 dt. 20/11/2016
G. Bike no. - TN 23 BB 7320
H. Bike model - TVS Wego (Version 1)

I. Full description of the incident:
1) Nov 6, 2018:
Met with an accident on Nov 6, 2018, the day before Diwali.

2) Nov 8, 2018:
I enquired the representatives of Balamurugan TVS, Vellore branch with regard to the procedure. A representative from the dealer came and collected the vehicle as it was not in the working condition. I was promised by the service manager that the vehicle will be delivered within 10 days and they will also provide a cost estimate for insurance claim purposes.

3) Nov 10, 2018:
It took them 2 days to provide the cost estimate. I gave a verbal consent to the service manager to start the repair and also general servicing of the bike. He insisted me to pay an advance. As I was out of station for a couple of days, I requested him start the repair service and assured him that I will make the payment as soon as possible.

4) Nov 15, 2018:
I visited the showroom for the first time. I agreed to pay advance amount of Rs.5, 000 through debit card. The entire showroom didn't have the card payment machine. So, I paid Rs.1, 500 as advance amount with the available cash in hand. When enquired the service person on duty, he said there are not documents involved other the payment receipt. No gate pass was provided.

5) Nov 17, 2018 to Nov 23, 2018:
I called the service manager on Nov 17, Nov 19, Nov 21, Nov 22
After several calls, I was promised by the service manager that the bike will be delivered by Nov 23, 2018. But he failed to do so. He promised that 2 spares were pending to come and that he would deliver on Nov 25, 2018 without any excuses.

6) Nov 25, 2018:
Even after reminding him once at morning, a stores person from TVS Balamurugan showroom called me on in the evening stating that 2 more spares were yet to come (The same reply given by the service manager on Nov 23, 2018), which implies no progress in the status even after two days.

7) Nov 27, 2018:
I visited the showroom for the second time on Nov 27, 2018. Service manager took me to a discussion room. Our discussion was joined by Stores manager and HR manager. After some time of internal quarelling and blaming each other for missing their responsibility, I was requested for extension of another day (Nov 28, 2018). I realised that gate pass will be provided at the very beginning of the process, which I was not provided till then.

8) Nov 28, 2018
On Nov 28, 2018 evening, I was informed by the service manager that bike is ready for delivery. I couldn't take the delivery as I was held up with work.

9) Nov 29, 2018:
On Nov 29, 2018 morning I was informed by the service manager that battery is not working and requested for the warranty card to replace the battery. I couldn't wait no more as it was 21 days since I gave them the time to repair. I paid the amount in the evening and got the bike. I also submitted the warranty card dated 20.11.2016. The service manger replied that it got expired 9 days ago and that I had to buy a new battery.

J. Service complaints even after 21 days of service:
1) Side lock not working
2) Self start and horn not working properly
3) Side stand not proper
4) An extended iron piece near the foot area
5) Some coil burnt smell just after 10 mins of drive
6) Prevelance of vehicle body sound
7) Steering alignment not proper

K. Desirable resolution of complaint:
1) Replacement of battery (As I gave the bike for repair on Nov 8, 2018, it very much covers within the warranty)
2) Repair of above mentioned complaints
3) Refund for the parts not mentioned in the cost estimate (As I was assured that the final bill will be lesser than the cost estimate)
4) A satisfying compensation for the psychological stress involved in this fiasco.