Complaint Details

Status	:	Closed
Complaint No	:	0020232/2014
Category	:	Automobile
Date	:	31-03-2014
Subject Line	:	Complaint of harassment against HERO MOTOCORP AUTHORISED DEALER IN CUTTACK (ORISSA) SUNNY MOTORS
Complainant	:	SISIR KUMAR PRADHAN
Address	:	PLOT NO-2E/825, SECTOR-11, CDA, CUTTACK - 753015
Complainee	:	HERO MOTOCORP
Address	:	KANIKA CHHAK

Complaint Details
Dear Madam/Sir,
I have complaints of HARASSMENT, HIDING OF FACT and PROVIDING MISLEADING INFORMATION to the consumer against HERO MOTOCORP two-wheeler dealer in CUTTACK (Orissa) SUNNY MOTORS.
Why I brought this issue before you:
“Through your esteemed organisation I want all the existing, potential buyers of Hero Motocorp products and general public at large that how the company and its dealers are misusing the “Warranty” term and misleading the consumers by using “5 Year Warranty” as a tool to attract customers. People should know about the realities of the poor quality of aftersales service that “HERO MOTOCORP” and its DEALER “SUNNY MOTORS” are providing before putting their hard-earned money on the company and its products.”
A little background about HERO MOTOCORP and its ‘so claimed’ 5 Year Warranty claims
As you must be aware of the fact that HERO after its split from HONDA has rebranded the company as HERO MOTOCORP and spend significant amount of resources in branding and advertising.
One of the major branding exercises by Hero Motocorp is 5 Year Warranty on all products.
How I fall prey to their misleading claims
In the month of June, 2013 I started looking for a gearless scooter for intra-city commute. When I started looking for a suitable scooter, my first priority was quality aftersales service and I found the “5 Year Warranty” quite good proposition, so I decided to go for Hero Motocorp. The company’s Maestro gearless scooter then was a relatively new launch compared to its other gearless scooter Pleasure. In Cuttack (Orissa) where I used to stay, there were two major Hero Motocorp dealers: Sunny Motors and JMG Automobiles.
When I checked with JMG Automobiles, their staff said if I want to buy the scooter I have to purchase the optional accessories else they will not sell it. Please note, the optional accessories costs around Rs 2,000-3,000.
So I opted to buy the scooter from SUNNY MOTORS which is at Kanika Chhak. I bought the Hero Maestro scooter on 11th June 2013 (Tuesday). Please note the SUNNY MOTORS staff were very cordial at that time.
The misery started: Hero Motocorp authorised dealer SUNNY MOTORS harassed me
However, less than a month after the purchase of the vehicle while cleaning the scooter I noticed that paints have came out of the scooter’s REAR GRAB HANDLE and the wheel rim has developed corrosion near the air intake valve.
I immediately brought this thing to the notice of SUNNY MOTORS aftersales staff and they told me that during the FIRST SERVICE they will address the issue. However, on 1st July 2013 the day when I took the scooter for its first scheduled SERVICE, the SUNNY MOTORS staff who have assured to address the problems said, “The fading of paints is regular and it is not covered under warranty.”
Point to be noted: Can you imagine paint peels off just a fews days after purchase and it is not covered under warranty.
COMPLAINT NO. 2
When I asked the SUNNY MOTORS people to atleast look into the corrosion part and get it replaced, they said they have noted it down and “don’t worry you have 5 years warranty, we will get it replaced.”
I carried out the SECOND SCHEDULED SERVICE of the scooter at KHARAVELA MOTORS as couldn’t find time to visit the SUNNY MOTORS.
Notably, I currently stay at Bhubaneswar around 30 kms away from Cuttack. I took the pain to bring the scooter to SUNNY MOTORS for its 3rd scheduled service on 2nd February 2014 as I have been assured by the SUNNY MOTORS staff that they will replace the wheel rim which has corrosion. However, when I asked them to replace first they said “it is not covered under warranty.” However after much argument, SUNNY MOTORS proprietor Mr SINGH intervened and checked my vehicle service log book and to my surprise he said “There is no complaint registered for the corrosion. Hence, he couldn’t help.”
However, after some argument Mr SINGH asked the service manager to take pictures of the defective rim and lodge a complaint and told me that the corrosion is “covered under warranty” and I will get a new rim soon.
However, after a long wait when I didn’t get any call from SUNNY MOTORS staff on the availability of new rim I called them (9338977905) on 28th March, 2014 (Friday) and the person who picked the phone told me that I will get the defective rim replaced on 31st March, 2014 (Monday).
Meanwhile, when I took my scooter to SUNNY MOTORS service centre on 31st March, 2014 (Monday) they refused to replace the rim and after a round of argument they told me to come on the next day, i.e, 1st April, 2014 (Tuesday).
I had to spend significant amount of time and money and had to change my work schedule to visit them “SUNNY MOTORS” but at the end I get only false promises.
Clear guidelines needed to be laid down regarding WARRANTY or GUARANTEE
Dear Madam/Sir,
I have registered an online compliant with HERO MOTOCORP but I don’t have much expectation. In the absence of specific guidelines by Consumer Affairs Department, the words “WARRANTY” and “GUARANTEE” are time and again being misused and misinterpreted to mislead consumer and at the end poor consumers have to cough off huge amounts of money through their noses to get their defective products fixed.
Unlike the west where defective vehicle got recalled, in India due to lack of awareness and strict guidelines by the law enforcement agencies companies like “HERO MOTOCORP” AND THEIR DEALERS “SUNNY MOTORS” GET AWAY FROM THE NETS OF LAW. THEY PUT BIG ADVERSTISENTS ON “5 YEARS WARRANTY” BUT IN MICRO LETTERS THEY PUT CONDITIONS APPLY AND MOST OF THE TIMES DON’T EXPLAIN THE CONSUMER WHAT IS COVERED UNDER THE WARRANTY.
“The vehicle manufacturers in India claim their products go through their so-called mandatory quality inspection check but do the consumer get a copy of the details of check and the credentials of the authorities who carry out the check.”
Sir, this practise should be stopped and like telecom and banking sector there should be multiple levels of complaint redressal officials be appointed to resolve any product or service related issue.
Thank you.
Regards,
Sisir Kumar Pradhan.
Vehicle details:
Hero Motocorp Maestro, REGD NO: OD-05-C8465
Purchased from: Hero Motocorp authorised dealer “SUNNY MOTORS”, KANIKA CHHAK, CUTTACK, ORISSA, CONTACT NO OF PROPRIETOR Mr SINGH: +919937018504

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