[Resolved]  Yamaha Motor India — Poor Customer Service and no After Sale Support

To Whoever It May Concern,

This mail is with regards to the agonizing, unsatisfactory, unpleasant, and poor customer service from Yamaha.

I had raised a complaint with the customer executives on the 21st of June, 2022 regarding the extended duration of spare parts unavailability for my Aerox 155. Since, the scooter is top of it's line and the most expensive scooter in the Indian market, having spent 1.7 lakhs on the same, I certainly expected satisfying service.

The vehicle was submitted to the dealership 'Technocon Services' for repair in Howrah, West Bengal on the 1st of June, 2022. As informed by the dealership, I was supposed to receive my vehicle by the 20th of June. I do not have any issues with the dealership executives' behavior, response, and interest regarding the same. They have tried to be as helpful as they could, but the underlying problem is with Yamaha themselves, which I failed to identify. Most of the spare parts were replaced, except the main part which was damaged, i.e, the left body panel.

As I have been taking updates from the dealership, they have kept on updating me about the parts not being billed and sent by Yamaha due to unavailability. My expected date of arrival got delayed from the 20th of June to the 10th of July, causing me immense problems while traveling to work on a daily basis.

I raised a ticket regarding the issue on the 21st of June with customer executive 'Rohit Sharma'. Apologies if the name is not correct, but I think it was this. The first line of the update was that the executives had no information regarding the situation and I would get a call back from the Field Service team which was handling my issue within 6 days. Till date, I have not received a call back from the same. I had to again complain on the 28th of June since I did not receive any update from Yamaha's side. I requested a senior agent call back since the same 'Rohit' named executive could not provide me information on the issue.

Post receiving a callback, the senior executive; Mr. Ravi was in utter haste to end the call and provided no valuable information. While I was speaking, he disconnected the call and displayed callous attitude. This brings me to the point of the efficiency of the executive. He kept on saying we have forwarded the issue to the concerned team, but upon repeated asking, he did not reveal which team was handling the issue, and neither did he connect me to the concerned team. I am being kept in the dark for 8 days now, with no actual update on the situation.

I have been repeatedly denied from talking to manager-level personnel, whereas the executives themselves had no information and could not solve the issue. I was promised a callback from the Field team handling the unavailability of the spare parts but still have not received the same. Days are passing, and I am suffering, with no apparent efforts or communication on behalf of Yamaha. I would request an urgent update on my situation, because it is highly inconvenient to contact customer care service every alternate day just to hear them say that they won't be of any help.

Is this how you treat your customers, Yamaha? Is money the only relationship you have with customers? I do not remember Yamaha providing me an option of paying later or taking my own sweet time to pay for the vehicle. If I was prompt in completing all procedures, why should I not be receiving the prompt responses from Yamaha? Why should I be the one paying for the vehicle and then suffering from all this poor after-sales service as well? I want to refrain from taking legal action, but please don't take the customer's silence as a weakness.

My only question is, "Why launch an expensive vehicle when you cannot even handle providing the spare parts for the same?" What a waste.

Looking forward to your prompt response, from a manager, specifically. I am so done with executives.

Thanks,
Sayak