Dear Sir
First of all my best wishes for your new brand identity Hero moto corp, hopefully it will set a new benchmark in customer satisfaction.
Going by my experience I think in coming days customers will be marginalized and exploited at Hero moto corp, the way I am being exploited and harrased by such a big company like yours.
I bought a Karizma zmr, ch no - nblmc38eebggd01013, rc no - br 01 bc 1562, from asha motors patna on 29th april 2011.
From the very third day of purchase I noticed that the fuel tank was heating up a lot, specially in traffic. i brought this problem to the notice of the people of asha motors service center, but I was told (very lightly) that its a miner glitch with every zmr which gets solved after the first servicing. Though this kind of a feed back was surprising for me because my friends have zmr and they never had this problem, still I thought its better to wait for the first servicing. And hence began the story of my misery which has now so mentally exhausted me that the only way open for me is that of court.
In the meanwhile the fuel tank would heat up so much due to the hot engine that I had to, on a few occasion park the bike and wait for it to cool down. I was anxiously waiting for the first servicing for this problem to be resolved but I was wrong. After the servicing the problem was still there, and I once again went back to the service centre where the staff told me that this problem was due to my driving style! I was shocked, I told them that they should do some simple drive tests and they will get to know that the problem is genuine, but they told me that they were busy.
I was totally appalled at this kind of a behaviour, I paid over a lakh rupees for the best bike in india (as told by the salesman) and here I was burning my thighs while riding it and facing arrogant and unhelpful staff at the service center.
In the mean while the problem persisted, at every complain i got the same reply "it happens with all the zmr". I did a lot of research both online and online and came to the conclusion that this is not a common problem and i am being toyed by the service center. i tried my level best to convince them that this was not a common problem, but they did not pay any attention and never ever tried to find out the cause of the problem.
I was exhausted and mentally drained by running from pillar to post, to add on the staff there were getting rude and unresponsive after every passing day.
Finally in month of September 2011, after so many months of exploitation, I decided to report this issue to the higher authorities and contacted the area manager of hhml, who assured me of a resolution. After a few days I got a call from the service center where my bike was given a through check by opening it up, the same check which should have been done a long time back.
After the checkup i was told that the problem has been resolved and there would be no unnecessary heating up of fuel tank. Unfortunately, this was no the case, there was no change in the heating up pattern. I again contacted the service center, who in reply said that they will get back to me after one day but never called me back and do not pick up my calls as well.
Now the only hope which appears to me is that of consumer court but I do not have that much of time. You have gone through the above statement here are some important questions which I would like you to answer.
1. How can a engine which has coolant in it heat up so much that the fuel tank becomes hot ?
2. How can the people at hhml term this as a normal thing when the rider has to stop the bike so that the fuel tank cools down ?
3. How can the service staff say that this problem occurs in all the zmrs while there is no evidence of it ?
4. Is this a standard operating procedure of HHML to abuse the customer ?
5. Is this the SOP of HHML to frustrate the customer by not solving his problem ?
6. When the problem is being reported from the 2nd week of purchase, is it not possible that there can be any manufacturing defect in the bike, does it not indicate towards a proper investigation of the problem?
7. If there is no manufacturing defect then the problem should be in the coolant, is it not possible that the service center is providing adulterated coolant ?
8. If there is no manufacturing defect and no adulteration by the service centre then How come I am facing a unique problem ?
Dear sir, by this time I am totally frustrated and depressed by the actions of HHML, it saddens me to see the situation, it would have been better if I had purchased a bajaj or yamaha but its ironic that I chose chose HHML for its customer service.
This is my first and last request to you, kindly get my problem solved and if the problem cannot be solved then I wont settle for a new zmr, rather I would want my money back so that I can buy some other brand.
You can send anyone to pick up your ZMR from my address in Patna, you can also contact me on [protected].
Animesh Sharan
Patna.
Mobile:-[protected],[protected].
achiever — spare parts
i have bought a new achiver in 2006 and i want to servicicing my bike but this bikes spare parts are not avilable in hero honda agency i am very angry fromn this companies servicing i want to they will bring the spare parts and i can ride my bike again i shall be very thankful to uuuu