Yamaha Motor India — staff misbehave at varanasi anant automobile service centre

Address:

DLW, Lahartara Rd, near Vishal Hero Showroom, Bazardiha, Manduwadih, Varanasi, Uttar Pradesh 221003

This incident occurred I had taken my bike(R15M) to Anant Automobile Dealership & Service Centre required after 1000km or 30 days, on 13/04/24 for the first mandatory/complimentary service, which had only been driven for approximately 400 kilometres. I believed that the service required at this stage, did not necessitate an oil(Mobil) change until the motorcycle reaches around 900-1000 kilometres. On reaching the service centre, a male service staff member insisted that an oil change was mandatory and demanded an additional payment for it, when I expressed my decision to decline the premature oil change, as i felt it was unnecessary and not recommended by the manufacturer guidelines, the staff member escalated the situation.

He became rude and adamantly stated that without this change, he would not proceed with the complimentary service, falsely claiming that the warranty would be invalidated by him and the service booklet would not be stamped any further. Upon further refusal, the staff member became increasingly rude, raised his voice, and declared that they would no more accept the bike for servicing nor care about the potential consequences for me as a customer. When I told him this was not the way to speak, he proceeded to terminate the call.

When I called back, a female staff member answered. Despite explaining her the situation and emphasizing the need for an apology due to the inappropriate behaviour, the male staff member did not get on the call. When I told her that I would proceed to lodge a formal complaint with Yamaha’s higher officials and asked for the involved male staff’s name and even the owner’s name, she refused to provide any details. I had mailed the same issue to Yamaha's provided email: [protected]@yamaha-motor-india.com, but did not receive any response.

On 15/04/24, I called up the customer care and spoke with one of the staff about the misconduct and he informed me that the Mobil (engine oil) change was done in all the services mentioned in the book, irrespective of the distance the bike had run. I still feel that this is not right as it should depend on how much distance the bike has run. Regardless, I agreed and explained to him that if this was the case then the service centre staff could have explained me the same on the call by clearing out the confusion I had, but instead he chose to speak rudely and threaten to cancel the warranty and not do anything with the bike. He informed me that the issue would be routed to the team in concern and they would let me know what action would be taken.

After the talk with customer care, I got a call from Anant Automobile Dealership and Service Centre, telling me sorry and asking to send the bike for service. I told the staff if the responsible person had just explained the situation to me and not misbehaved then it would not have come to this, and he just kept saying sorry and please forget about what happened and come for the service. I asked if it was him who had misbehaved and he said NO; so I told him if it was not him who had misbehaved then why was he apologising and asked him to name the staff who spoke rudely.

And guess what, he hung up the call. What is this behaviour, are we customers a joke to these people? I called him back and this time a staff named “Deepak” from the spare parts department picked up the call. I asked him what was the behaviour of their staff on hanging up the call midway. And again he said, I asked him who spoke to me on the 13th of April, 2024, he initially said he didn’t know, but later informed that it was someone named “Manjit Kumar Maurya”. I told him to be honest or if not, this matter would only escalate. He said he didn’t know him well but it was him and asked me to come for the service.

To this date, I have not received any update or help from Yamaha's Customer care on this issue, but instead got multiple calls from Yamaha's service centre to give the bike for service. I have had the bike serviced but now no one is ready to take responsibility for the incident or even address it. I want an action taken for this behaviour as i will have to visit the service centre in the future as well for any service requirements, and if this is the behaviour of their staff, I would prefer to just return the bike and get this over with.