| Address: Moodbidri Karnataka |
Dear Team,
I had purchased a street rally scooter from Chellrohn Motors Moodbidri on 21 Oct 20. Within a month of purchase the scooter had starting problems and also the scooter would not self start sometimes after the auto cutoff, but had to be kick started.
I visited the service centre on 20 Nov 20 and informed Francis of the problem who said that these things happen and it’s a minor problem. He said that the battery had run down and asked me if I had left the ignition on, when I denied he said that the battery was down.
I informed him that the bike started normally in the morning and I had no problems, I had gone to Karkala and the bike had run more than 50 kms and then this problem happened (I had to kick start the bike on the road to my embarrassment in front of those who were admiring the new scooter. After about 10 kicks the scooter finally started). If the battery was down then it should have charged during the run of 50 kms. I told him that the battery may be bad and to change the battery. He said he will charge the battery and see and gave me a spare battery and asked me to come the next day. I had no problems with the spare battery and everything was normal.
Since I could not go the next day on 21 Nov (Sat) I called and informed them the same and visited the showroom on (Mon) 23 Nov when he put back my battery (without checking the same on the test scooter) and said that the battery was OK and it has been charged. Within 2 hours I developed the same problem. Since I could not go on the same day I informed him on Wed 25 Nov 20 when I was driving past the service centre in my car he said that probably the battery charger is a problem and that he did not check the previous time as he done the job quickly and that he would replace the battery charger as the scooter is under warranty.
As discussed I visited the service centre on the following day at 1:30 pm. He asked me to leave the scooter and do some shopping and come as the technicians have gone for lunch. I said I have no shopping to do (also the town to shop is not walking distance from the centre). He then asked me to wait for 30 minutes I told him that I have commitments at home and cannot wait for that long. He said that the technicians are eating and cannot pick them up from their lunch and bring them to do my job (I did not request that). I then told him that he should have informed me that 1pm to 2 pm is lunch time then I would have come accordingly. Francis said that he did not know I was coming at lunch time to inform me (surprised to receive that reply). I told him that it's part of his job to generally inform customers about the working hours. He then continued to argue with me for about 5 minutes and then later told me that he would drop me on my scooter home and bring the scooter back. I was ok with that, after about a few minutes one staff member came with me to drop me home on my scooter and took back the scooter. (Was it right on part of the sub dealer to drop me home on my scooter?).
When I came home after finishing some urgent work I called the Yamaha call centre to complain about the rude behavior of Francis and was assured of a call back from the area service team in 30 minutes.
When Govind from Yamaha Motors called me about an hour later I informed him about the issue and he said that he will look into the matter, he also gave me the main dealer from Udupi Mr. Vishvesh's no.
I also called Vishvesh and informed him who also had the same opinion w.r.t. their rude way of talking of that particular dealer.
Later I got a call from the service centre, Francis said that my battery is faulty and it has to be replaced with a new one, since there is no battery in stock and also not available in the market (very surprising) it will take 6 days to replace the battery. He further said that they were going to put a battery of another vehicle but because I had complained he would go by the rules and not put a spare battery but will have to wait for 6 days, I informed him that I was not ready to wait for 6 days. Since the conversation was again going into an argument I disconnected the line and called Govind.
Govind called me back on a conference call with the owner who also started shouting at Govind and arguing with him on some corporate issues spanning two years back. Finally Govind managed to convince them to give a spare battery and the bike was returned to me late evening.
I later checked the kms in the night and on calculation found that after subtracting the kms between the centre and my home (7.5kms) the scooter was run for 29 kms more (trip reading 216 +15 kms to drop me and back 231+7.5 to drop the scooter 238.5 kms minus trip reading on delivery 267.7 a difference of 29.2 kms if we reduce 5 kms for test ride which was not required there is still a difference of 24 kms).
summary
Particulars KMS
Trip reading at service centre 216
Dropped me home 7.5 kms & Back to service centre 7.5x2 15
Dropped scooter after change in battery 7.5
Total 238.5
Trip reading at Home 267.7
Excess KMS 29.2
I called Francis the next day for an explanation of the excess kms used he again started arguing and giving different explanation. During the conversation he often did not allow me speak, and when a question was asked he did not answer correctly or avoided answering the question. He also that I always argue without a reason and that he does not care if I complain and that I was blackmailing him by complaining of his rude behavior. A recording of the call was sent to Govind and Vishvesh.
I again called the call centre to complain for the second time and again the complaint was routed to Govind when I told them I need to escalate the issue as the agency was not listening to Govind. Govind and I were again on a conference call on 27 Nov and I told Govind that I am not looking for a compromise but a solution as the owner was not committing on anything nor was he admitting his mistake or the mistake of his staff. He was also not aware that I was dropped in my own vehicle home and kept saying that I was given a free drop home.
To summarize
1) My new Yamaha scooter had a problem within a month of purchase which I was absolutely unhappy with.
2) To make matters worse the problem was wrongly diagnosed and I had to make 3 visits to the service centre when the problem could have been resolved in 1 or 2 visits.
3) The problem is partly resolved as I may have to go back to put the new battery.
4) The scooter was overrun by 29 KMS and the centre completely denied it and said that I was lying
5) Last but not the least the rude behavior by the Staff and the cover up by the owner by making me a liar was the least I expected.
Resolution
1) Please put this agencies behaviour in place or you will have many more customers like me.
2) I need an apology from the owner in writing that this will never be repeated and a verbal apology from the staff apologizing for his behavior
3) Also please refuel my bike (full tank) for riding my bike without my permission for 29 kms and then denying it and calling me a liar.
4) If the above cannot be done then please refund my money with interest and take back your product. (Which I myself would not be too happy with)
I request that this complaint may be taken up by someone senior to Govind as the franchise do not respect Govind nor do they listen to him.
I am also concerned about the fact that the franchise can target my scooter when it comes to them for servicing so what do I do then.
Can someone senior to Govind who can handle this case better please look at resolving this case ASAP. This is extremely disappointing as firstly within 1 month my scooter develop problems, secondly because of inefficient diagnosis I have to repeatedly visit the service center, thirdly instead of apologising they are rude to me fourthly I have to waste so much of my time in calling and writing emails and unnecessary discussion when I am struggling for time.
Please urgently (in 2 working days try and get this resolved)
I am attaching the recording of the conversation between me and Francis w.r.t. the excess kms used for your perusal.
Peace & blessings
Camillo Pinto
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