Oct 12, 2016 10:49 PM
4187 Views
Royal Enfield, you need to read this as its going to affect your business.
Please have the patience to read through the entire post, obviously I am annoyed with the service and therefore want to warn my fellow bikers to avoid these scamsters.
In last 10 years I have bought 3 bikes and 4 cars for my personal use(not for family) and this is undoubtedly the worst experience. First time I have a bike but even after 10 days of delivery,
I dont have RC
I dont have Invoice
I dont have tax receipts
I got the insurance on 10th day
I have to wait for 15 days to get my number after which I can go out on the bike.(this is still an unfulfilled timeline and I met someone at their showroom who has not received the RC even after 6 months)
The details are as below.
We booked our bike(classic 350, Silver Color) on 19th August at Dhone Automobiles(Dhone Customs)(Yerwada on Nagar Road) and the representative(Amol) informed us that it has a waiting period of one month. We were happy because we needed the delivery on 29th September, which was 10 days more than what Amol had informed us. We booked the bike and asked him that we will need the delivery on 29th September to which he agreed. We completed the form and mentioned the color(Silver) while filling the details. I was asked to come around 20th September to submit the documents for timely delivery on 29th September. We were also told that we can cancel the booking with full refund anytime before delivery.
What happens thereafter is a disaster.
For next 4 weeks no one reached out to me. Finally I decided to go to the showroom on scheduled date i.e. 20th September and provided my documents, I was asked an addition document of electricity bill which I provided early next morning. On enquiry about payment of balance, I was told that I can come on Sunday and handover the cheque. Although, the finance department will remain close but they can accept the cheque which will go into clearance on Monday. When I called on Sunday(25th September), I was told that they wont accept the cheque although I can do wire transfer(Net Banking). I could have been told this earlier as well and I would have not waited for a weekend. Anyways, I was very much ahead of the delivery date and therefore not much was lost.
Having some uncomfortable experience already, I decided to go to the showroom personally to confirm that I will make the payment if and only if I am getting the bike delivered on 29th September. To my Surprise, I was told that I will be getting a Black colored Bike. I lost my cool and showed them the documents that my booking is for silver after which they agreed to deliver the color I had booked. This episode happened on 26th September(evening) and after repeatedly asking them I was assured by their Manager(Sachin) that I will get the bike delivered on time. After the assurances I did transfer the amount on the same day(probably my worst mistake in this purchase).
29th September, I get a call that the bike cannot be delivered and they will need 2 more days to deliver the bike. You can imagine the height of unprofessionalism that the manager is confirming me a date 2 days ago and now they are denying the delivery. I had taken leave from work to get the bike delivery and do necessary pooja. I reached the showroom at around 11:30 AM, furious from what has transpired in last 2 days. I demanded my money back as I wanted to cancel the booking. Sachin kept me waiting for over 2 hours on the pretext that he is checking with his "CEO" to arrange a bike for me. At 1:30 PM, I finally demanded the outcome and was informed that he needs time till 4-5 PM that day and if he cannot get me a bike then I cancel the booking and he will refund the money in NEXT 10 DAYS(Really, when you want money do you wait for 10 days?). As you have seen, till now they have never honoured their words, so Obviously no one called and I had to call back in evening to check the status and I was told that bike could not be arranged. I asked them to cancel the booking and I will come and fill the form.
I got busy in the evening so did not go to fill the form(a delay of one day in refund would not have made me poor). Next day my wife called and she was informed that they can get the bike in a day now, else they will call and we can go to get the refund. Friday went and no one called(not surprising), Saturday we tried to call and no one answered the phone. Sunday(2nd October, a holiday) again we called and no one answered. I thought, being a national Holiday no one would be in office but at around 7:30 PM while going to the Swargate Bus Stand, I happened to cross the showroom and it was open. Since I was in a taxi, I could not get down and confront them.
Monday when I called Sachin I was told that he did not answer the phone as the bike had not come. Clearly they never intended me to refund my money even when they have defaulted on their commitments. During my Monday(3rd October) call they informed me that the bike is available and I told them that I will come in evening or next morning. When I reached in the evening, they were surprised and not prepared to handover the bike. Anyhow they didnt had much choice and I demanded the bike. The same was delivered to me without Insurance or Invoice and I was told that I will have the same by "Tomorrow". On 4th October they called me to tell that I have not submitted the address proof, angry with the call I forwarded the same mail that I had sent on 21st once again. No acknowledgement till 6th that is when I got a call from Insurance department for address verification, which was totally incorrect. I raised that immediately to the showroom and the response I got was "you have to reach out to Insurance team for that". Highly confused if she really understood why I had called, I rephrased that "I got a call from insurance dept. for address verification, how can I reach back to them?" Then I was told that they will check and get back to me. Once again the day passed and no one called. In the evening I called again and I had to explain everything once again regarding insurance to the representative who answered the call, obviously there was no attempt made to fix the address issue.
The same day I got a feedback call from the department and I explained my grievance and I was told by the caller that they have faced multiple complaints for the yerwada center earlier as well. Anyways 6th went and no one cared to call and update about insurance. I went to the showroom again on 8th and explained the issue with insurance and even till then they had not made my insurance available. I met Mr. Kedar there and he assured me that I will get my insurance wither by evening or maximum by Sunday Morning. Sunday, Monday & Tuesday Passed but after multiple followups, I only got was next date but not the policy. Finally on Wednesday i.e. 12th October after alot of calls and followups I received my Policy and I must thank Kedar that atleast he could get my insurance within 5 days of meeting him(a remarkable achievement for a representative at Dhone Automobiles). Its been 10 days and I have still not received my Invoice and Tax Receipts, Registration will take another week(thats what Dhone Representative has communicated).
During these numerous visit to the showroom, I have met many disgruntled people. One person had not received his RC for 6 months and the showroom has no track of the tax receipts, original or duplicate. Royal Enfield I have already walked two customers out of buying Bullet from your showroom and influenced many others not to buy Bullet. I guess you need to work on your services to get customers back.
Div
