| Address: | Hilton Autos, TC 2/275-1, Jayalakshmi building, Kesavadasapuram, Thiruvananthapuram |
I'm an owner of Yamaha FZ25 purchased on 20 November 2020 from Hilton Autos, Thiruvananthapuram. I took my bike over to the service center at Hilton autos for the 3rd free service on 19 November 2021 and it was the worst experience that I’ve ever had.
At the time of writing the job card, I told the service advisor to check for dirt at the brakes as it was raining heavily for the past few days here in Kerala and also to adjust the brake pedal a little bit. Evening by 6 PM, while inspecting the bike after service, it was found that the chain was lubricated without cleaning it. The chain was fully covered with mud and dirt, and was very black in color. I enquired about it to the service advisor and he without saying anything took the bike for cleaning the chain. After about half hours, a technician returned the bike and provided me a justification that the chain was covered in mud because washing was done after lubricating the chain and the dirt from the body made the chain look so dirty. I believe lubrication is to be done after washing the vehicle and the chain has to remain dry for at least an hour after lubrication. I still can’t believe Yamaha service centers does the chain lubrication this way thereby cheating all the customers. If lubrication is done before washing the bike, why do we customers give money just to wash away the lube?
After all these dramas, anyway the chain was cleaned properly and I got my bike back. After going almost, a kilometre I realised that my rear brakes were not working. Surprisingly, I also found that the front brakes were also not properly working. I was unable to stop the bike with both these brakes. Somehow, I returned back to the service centre and enquired about this to the service advisor and I got the most irresponsible answer that I’ve ever heard in my life. The answer was that “BRAKE PADS WERE DAMAGED COMPLETLEY. THUS, WE TOOK THE BRAKE PADS OFF. BUT THERE IS A SHORTAGE OF BRAKE PADS AND COULDN’T PLACE NEW PADS”. What is this and How irresponsible is this? Is this what customers should expect from Yamaha service? What would have happened if I met with an accident?
With my little knowledge on bikes, I asked the service technician that, won’t the disc plates be damaged if we use the brakes without having the brake pads and he just blatantly said “YES, IT WILL”. After about 45 minutes of quarrel with them, they half-heartedly agreed to place an old brake pad which I thought would suffice for now and will replace once new stock arrives. Again after 30 minutes, I got the bike back and it was very late by the time and was really dark for me to check the vehicle again. But while driving back to my home I again realised that the brakes were still not working. The rear brakes had no effect at all and the front brakes was just slowing down the bike a bit. I doubt that they stole my brake pads and gave it to somebody else, because they were just working perfectly fine until yesterday morning, just before giving it for service.
After reaching home, on checking I was really shocked to see that the disc plates have damaged a lot. It has become too rough, just like a country road, and I can see and feel the scratches and dents on it. I’m pretty sure that now even after I replace the brake pads with a new one, I still won’t get the expected performance and it will definitely get damaged a lot sooner.
Prior to yesterday’s service I was fairly happy with the performance of the brakes. I must admit that I love the bike and is just an amazing piece. But everything has been ruined by the service center. Yamaha should take the responsibility for the damages that was caused. I would request Yamaha to initiate the necessary steps to replace the parts that got damaged just due to the sheer negligence of the service center authorized by Yamaha.
I've already sent a mail regarding this to [protected]@yamaha-motor-india.com and submitted a feedback regarding the service on the same day itself and till date I've got no replies.
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