Since a week after getting the RTR Fi, I was facing an issue with the fuel pump. It was leaking petrol on the engine. Wanted to rectify this issue and so took it to RAMKAY.
They replaced the pump under warranty but still to no avail. It was still leaking fuel. Called up RAMKAY and they took the bike from my home under breakdown service. Even after repeated calls and talking with the Service Manager and Chief Mechanic I did not get a proper response. all I got was "Parts not in stock. Will take two weeks". Got really frustrated and searched for some email IDs which I could use to complain about RAMKAY to TVS. Just while scouring the net, I checked out a link: http://www.consumercomplaints.in/complaints/poor-service-and-dealer-also-poor-in-response-c91834.html and got a few mail IDs as follows fromt that link: HS.Goindi@tvsmotor.co.in, response@tvsmotor.in, Ananda.Krishnan@tvsmotor.co.in, Pradeep.Bhatt@tvsmotor.co.in, aj.ashoke@scl.co.in, BV.Sridhar@tvsmotor.co.in
At that time I did not even know if they were valid IDs. So just took a chance and sent the follwoing mail to them:
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Hi,
My name is Aparajith. I took an Orange RTR Fi with Engine No. : XXXXXXXXXXXX and Chassis No. : XXXXXXXXXXXXXXXXX, vehicle registration no. TN22 - BD - XXXX on 9th Jan 2009 from Ramkay Agencies, Adyar, Chennai. Since then the bike is giving me problems. From the next two days I noticed the smell of petrol coming from below the tank. Since I had brimmed the tank, I thought it was some overflow. But soon the smell started getting stronger and once I checked the pump, I was shocked to see fuel leaking from the pump itself. It was actually flowing on the engine, around it and also on the electricals near the engine.
I took the vehicle to RAMKAY Agencies on the 23rd of January, Saturday. The mechanics checked the pump and said its an issue with the pump and replaced the pump alone under warranty. It immediately started leaking again the next day. This time it was actually dripping on the engine. I called up RAMKAY with lots of disappointment and they came home, took it back under their breakdown service on the 27th of January.
Ever since I have not got my vehicle back. Every time I call up RAMKAY, they give me some lame excuses for the delay. Ramkay's complaint is always that the parts are out of stock. I wanted the tank and pump to be replaced together so that the problem does not occur again. But the Service Engineer does not heed to my words. The Chief Mechanic was callous enough to say that nothing will happen and I can take my bike back. I was totally aghast and asked him the possibility of fire, to which he replies that the chances are less. Do you expect me to take chances with a 75,000 rupees bike that has done just 300 kms and my life?
Overall I must say that I am very disappointed with RAMKAY and TVS product quality as a whole. I bought this bike as it was your flagship product and one of the best performance bikes in the country. This was not what I expected especially from TVS, one of the most reputed, indigenous and long - standing manufacturers of India. I also have a Yamaha R15 which has done close to 5500 kms and I must say I have not taken it to the service centre except for the free service. I do not know whom to contact or what to do with regards to my RTR. Please do not consider this as my threatening note, but if this problem is not sorted out immediately, I do not have any other option other than taking help from the Consumer Court and sorting out this issue. I will also not hesitate to take help from my friends working at motorcycle journals.
Hope you will look into this issue and give me a proper reply and solution. Expecting your reply at the earliest.
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I immediately got the following mail from Mr. Ananda Krishnan:
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Dear Mr Aparajith
At the outset, I, on behalf of team TVS extend apologies for the troubles you have faced so far. It is always our endeavour to provide our customers with superior quality and unfaltered service .
I am forwarding this mail of yours to Mr BV Sreedhar, Head of Service TVS and to Mr A Illango, GM Service - South Zone for an immediate action.
Please be assured that you will get our best attention and services always and deeply regret for the inconvenience caused.
Best regards
R Anandakrishnan
VP - Business Planning
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Looking at the signature, I was floored. Inadvertently I had alerted some of the highest officials possible. I got a call in another 40 minutes from Mr. Illango. He apologized for the trouble and asked me to describe all that had happened in detail. He heard it for a good 10 minutes patiently and then replied back as follows: “Sorry for all the trouble Sir. I already checked with RAMKAY about your issue and they said the same things. I just wanted to double check. This is to inform you that the pump has been dispatched to RAMKAY and they are actually fixing it. I will send across one of my representatives immediately”. I asked him the reason for the problem and how two subsequent pumps manufactured by a reputed company like DELPHI could fail especially since it’s also doing duty on the 220 AFAIK. He immediately replied back saying: “The problem is not with the pump itself per se. Its actually got to do with the mountings. The RTR has two rubber O-rings to seal the pump inside the tank – one inside and one outside. The inner O-ring had been wrongly mounted leading to the fuel leakage. Even ur old pump is fine. So I have asked them right-away to take personal attention”. He then asked me details on why I had bought the vehicle. I said “I have an R15. I test rode the RTR and did not like the vibes. But the Fi had lot less vibes. Also I know about the advantages of the Fi, so I bought this for my brother for his primary commutation and touring. Without this vehicle he is forced to use the bus”. He replied “I assure you that this problem will not recur. If you had told this we would have given you a standby vehicle. But we should have given you the standby vehicle without you asking for it. Its our mistake.” He then paused for a sec and said “This problem itself should not have occurred in the first place. I will assure that you get the vehicle by today.” This felt good. It actually showed that the guys there are taking some sincere steps to solve the issues. But the episode is not yet over.
By around 3PM Mr. Velmurugan, Head of Service, Chennai Circle called me up and said “Sir, ur vehicle is ready. I was actually at some other place but I was asked to attend to ur vehicle and so am now at Ramkay. The guys here have fixed it and tested it. There is absolutely no leakage. But since this problem has occurred twice for u, I do not want to take any chances. Am taking it to the TVS Office and want to have it under observation overnight. Is it OK with you or do you want the bike immediately?”. I replied “Sir, all the time gone is gone. I have already waited close to a month for this problem to be rectified. What is with one more night? U please have it under observation. Just make sure that this problem is solved”. He then asked me to come directly to him in case of any other issue and assured that it will be solved in the best manner possible.
In another hour or so, Mr. Ananda Krishnan himself called me up. He wanted to know the progress on the issue. Now you don’t expect a VP of a company’s division to call up a customer personally and ask them about an issue sent to him through e-mail. This is some really good gesture on his part. I told him of the progress that has taken place since morning and all those people who had called me up. He himself then said a sorry for all the trouble caused and asked me to contact him in case of any unresolved issues.
I just came back after getting the vehicle and I must say that the reception has been nothing less than extraordinary. I was also asked to give a letter of satisfaction. I gave a letter stating that at the moment there is no leakage and there are no visible damages and will come back in case of any issues. I tried to rev the bike till 11K rpm. I rode it thru horrible traffic for a good 20 mins and tried to check for the power missing between 2 - 3K. I could not find it. Will have to check it more. And the revviness is just amazing. Now Mr. VelMurugan himself called me up and asked me to provide a feedback after another 2 days of usage. I am more than happy to do it.
Now THIS is how you treat a customer. Am actually more than satisfied with TVS right now. Of all the vehicles I have owned and used(Pulsar, Platina, Yamaha, RTR, Scorpio), this was THE BEST service that a customer could ever expect. This treatment sure made me FEEL LIKE GOD. With such good products and amazing customer service, am sure TVS will scale much greater heights. Am writing this for all those people who have problems with their products, please understand that there are ways like this through which you can get all your troubles sorted out. Unless you write about it to higher levels and raise your concerns, there is no way that the higher management will understand the flaws and attempt to correct it. It is not the company or the product that is flawed. It is more to do with those bloody a$$holes called mechanics at the ASC’s.
Kudos to TVS!! You guys sure deserve more than a pat on ur back!!!!!
For all those guys at Chennai, you can contact Mr. VelMurugan in case of any issues with ur bike (especially RTR and its Fi variant) at 9444448694. He encourages people come to him for any genuine issues and tries to resolve them through the ASC’s.
The same weekend I and Sai went to meet Mr. Velmurugan personally at the TVS Office, Mandaveli. A good guy, we had a nice informal chat and pushed off. Now u guys know how a problem should be resolved from RAMKAY!!! ;)
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