Using words like "screw him" and all do not mean ANYTHING, really. Instead of just going and bad mouthing him, there are other ways of tackling the issue at hand, Nipun. DCS is a matured guy, my friend.

I don't see the relevance of the above question! Does it even matter, whether he is "back or is posting randomly"? I don't understand why does every thread has to veer off-topic, because of certain members.

@dcs: I would sincierly suggest you take up this matter with the Bajaj customer support and see how they respond.

I think its the dealer who usually fears a company, If there are repetative complaints against any dealer, company had right to remove the dealership link between each other.
So this way Bajaj does not need to fear about this specific dealer.

Emails and customer care's are very slow proccess as per my experience. Calling up regional office and get hold of the main guy is the fastest way and this has worked for me in great way. And that main guy would be the link between regional office and dealer.

even i am having the problems of such sort but at the end of the day i dont want to take Sh!t from no one. and i dont feel like give back the same. so small nigles like loose nuts and stuff tighten them yourself. of IQBAL bhai Jindabad. little ones like fu@ked up horns just bloody change them they are Sh!t any ways. apart from that when something major comes up we will se then.

@DCS i just cant understand that why did you not take the bike to Kirtinagar service center when we had already talked to them i even see your fault here.

A view from the othe side

Lets look at it this way-
DCS calls up the helpline number of Swadeshi auto and is put through to the operator.
He then asked for Stores and the call is not answered even after multiple times.
To say that the helpline lady did what she was asked to do promptly wouldn't be wrong or would it be.
The store phone was not answered, there's usually just 1 person handling stores or at max 2, the possibility of them being engaged in dealing with another customer is very high.
DCS then asked to be transferred to the manager and somebody else answered the phone. I don’t see anything wrong with that, the manager could have been out of his cabin. And lets face it The “manager” of a service centre doesn’t really have a blue collared job of sitting in his air conditioned cabin all day long, he has to be on his toes all the time.
Agreed that the manager was extremely rude but just ponder over this- You started the conversation with sarcasm not really the best thing to do, with his limited vocabulary he tried to ascertain what the problem was, didn’t he though he sure was rude but he tried and then you asked him to transfer the call to his senior. Being in the service industry myself I know as a manger I would’ve wanted to provide a solution at my level itself rather than escalating it to the next level.

Being a lobby manager at a 5 star hotel I have to deal with irate guests everyday to earn my bread and butter, but I need you guys to look inside and tell me, how many times do we guys behave in a humane way when dealing with someone from customer relations?, the truth is very seldom. Had you taken up the issue differently it would’ve yielded a different result.

I am not supporting what the manager did rather it was abhorring but its just how things turned out, don’t generalize it for the whole company, in my four years of being with Bajaj I’ve honestly never faced a problem with any SVC apart from Khivraj here in blore. Back in delhi whichever SVC I went to was quite competitive.

@aryan
got your point.

Lets take it like that
DCS calls bajaj,
they register a complaint then they only forward it to the SVC,
bajaj do not enter in this matter and the very next day bajaj sends a mail saying
"we hope the issue is solved"
this is all bajaj will do,
(above is the personal experiance with 2 friends)

about the RX part
ok will not post any thing offtopic.

I have had a mixed bag of experiences with Bajaj. While the service center guys are clueless and totally disinterested in their work, i saw that some prodding and mailing bajaj guys can do wonders.

Case in Point: I have generally been a quiet sufferer of poor quality servicing in Suman Auto. I kept quiet and simply pushed/hauled the bike up to them whenever there was a relay shorting/sensor/battery issue.
Of late my battery started draining off. Asked a local mechanic and he told me that the battery was gone. Unfortunately i trusted suman auto, Noida to take the call on it. Specifically told them to check the battery and charger and if needed replace it. They charged me battery maintenance charges and assured me that everything was fine.
The very next day, the battery drained off again and i had to push the bike to my house in ggn. This time, i filed a customer complaint. The next day, suman auto guy called up and after hearing everything.. told me "Sir bike toh aapko laana padega. Aur kuch nahi ho sakta" I reasoned with him that it was not possible and i won't haul the bike to Noida, but he won't listen (he was courteous though, but unreasonable)
Then i shot mails to whatever bajaj email Ids i could get to (with help from dcs and bandhav) and voila, got a call from Pune. A Mr Tiwary was very professional in his conduct and he got the gurgaon probiking to do the job.
I think, escalation of a complaint works. The intent is there in Bajaj to get its act together but the dealers are still in a timewarp , 20yrs ago, when one had to wait for a bajaj scooter to be delivered and sugar talk with these guys.

Right now, customer is king and these guys better realize it

@Dcs Sir - Well, I would start off saying only one thing, every animal has its own territory & you cannot challenge everyone over there. Everyone's has got their own ego, status & when you touch upon those things, they get pissed off. IMO, from bottom of my heart, yes, I would want to thrash those people who cheat customers, but in reality I know where I would land up even if I wage war of words on them & would mess up my day, my peace & sleep. To them, its a daily routine & probably getting paid to talk like too , but to us, we're paying to get the beating. Why would I need to give the stick & get the beatings from them?

To cut things short, sorry, do not get offended, if someone asks my name over the phone as second question, I would simply put the phone down unless they tell me their purpose of the call, because, it is my discreetion whether to convey my name or not. Again, I will never justify the way in which the manager speaks too & I'm very sure it would've not been the showroom or service manager who spoke with you that day.

Till date I'll no way justify the additional charges from (T)Bhugga Links unless they're neatly printed in a acceptable "cash bill" receipt. I don't consider experienced more than you, but I believe that demanding for a customer service in India has a long way to go. We're several light years behind & there're so many (T)Bhugga Links in this country (Personally, I see everyone as Bhugga Links attitude, unless they show an exception service & change my mind) & we're not here to fight or teach them what customer service is all about & if we decide to do it, we need to quit our job & keep it preaching all over.

Exactly. However, if the case were like 50 out of 100 new motorcycles in Bajaj were to get stranded on road side for no reason & Bajaj doesn't pay attention towards this issue, then I would say "Down Bajaj" with your products. Instead, I would say, C'mon Bajaj, you've created a good name & brand image not only in India & abroad, your dealers are trying to pull you down. Wake up before its too late.

I too felt the same.

The chain is only as strong as the weakest link in it.

Holds good for customer service. Worked in customer service for 10 years and time and again I have noticed that "understanding a customer's problem from his perspective" is the key thing. Whether you are able to address the issue or not, the behaviour and attitude towards serving your customer is the most important thing.

Now, unfortunately, the customer's perspective understanding is the most uncommon thing to find among us. Forget a 2 wheeler service centre or dealership, even in those multi national IT services companies & banks this is a rare syndrome. The customer would be high time frustrated when the escalation level too fails to 'listen' positively - forget 'resolve' the issue.

When the escalation levels too fail, there are only two other ways left:
1) cajole the guys who have to get your work done... literally have to brush them like you do to your pet dog
2) turn away and get lost from there. don't look there any more for a solution and don't even think of them.


And, I don't think this problem is limited to Bajaj & Bagga Link. Every company has this issue at some dealerships but many times their escalation level works a bit better than in this instance.

If he were on his personal phone, I would agree. But he was speaking on his office phone where he is paid to serve his customers - not to boss around on customers. He has to identify himself properly whether it was media or dogs on the other side.

@dcs sir: While I appreciate the thought of bringing this thread up and while its quite a valid thought. IMHO it would be wrong to generalize this for the manufacturer as a whole. Although I quite agree that its the onus of the manufacturer to maintain a standard quality across various dealership, in India it is quite difficult to do this. And I can assure each every manufacturer has their set of "lemon" dealerships.

Well, if you ask him, he would say, I can identify myself to media, but why to dogs? Let me give you another angle to think, but pls remember, I'm not defending anyone, all I'm trying to state is, they'll behave for what they're paid & will do as instructred & if they do it, they can survive if not they'll be thrown out of the dealership.

Perspective but pure my imagination, but no guarantee that it cannot be the case - You're the manager working there, came to office at 8:00 & you've to keep answering the phone for every 15 minutes, asking for a specific model, spec, delivery, enquiries despite the receptionist who's supposed to work from 9-6. Now she's kind of person who has a guilt of coming to office late everyday & compensates by leaving early & you can't do much about it because she's a relative of the owner.

The head mech is a short tempered ye knowledgable person, but has a affinity toward the receptionist. So you can't yell this guy to work but have to brush him.

The Sr Mech is a not a bright guy but is very polite & works hard to keep up his job.

Forget the rest of the crew everyday, just by your phone keeps ringing, feel how much you're irritated to answer the calls for which someone else is being employed. Think about the fight you'd with the head mech who sometimes threaten to walk away for a while or does not attend some important issue to be fixed & you're at the mercy of the sr mech.

Now imagine this drama going on since the day you joined. You not only handle operation, escalation, promotion, meetings, targets but also the 15 mts calls that is sufficient to irritate you & hence this shown to customer. We, here at XBHP can keep talking about the customer service, customer is king for hours together since we are not aware & most importantly, we don't need to know how they do it as they're paid to do it. But behind the scenes there're so many things that happen that we're not aware.

Again, pls do not consider I'm justifying, but just trying to say that these're some of the issues why the customer service is not getting improved; basically, NOT DOING ONE'S JOB PROPERLY. In abroad, if someone's expected at 9:00, they're in the seat by 8:55 atleast & leave by 16:05. They come, they work & then they leave & henceforth things are very much streamlined & nobody's effort is to be duplicated & hence I said, there's long way to go.

PS - Would like to narrate a different incident on customer service. I once ordered few borderless prints from Ritz & lady working there messed up to print with border at the time of delivery at close of business. She gave me 2 options
1. Wait for an hour, she'll work extended to print it
2. Give me 50% discount for the inconvenience
I'm very sure she was not the owner & incase she'd to explain, she would simply point out saying, the customer would walk away else where to the owner & I'm sure the owner will agree.

My Wifey's dresss were printed in lime yellow instead of green color that she wore on the occassion of our wedding reception. When I asked this to the studio owner, who's my good friend, he gave me two options
1. He said the camera could've not done justice because of the inadequate lightings in the hotel
2. Give him sometime say about 2 weeks to get work redone as the person who's incharge of printing is on leave

Bajaj A.S.S sucks

I would like to share something similar here.

Sorry for the long post, but i couldn't resist posting after seeing this thread.

There were 3 dealers for Bajaj in Coimbatore. Rydon, SuryaBala and AlaguIndran. SuryaBala had the 'probiking' status, and recently both SuryaBala and Rydon have closed shop and AlaguIndran is enjoying monopoly now.

I went for a routine service for my bike to their service centre, situated at 100 feet road, Coimbatore.

Bike is taken receipt and all works to be done are taken down by the service advisor. I had mentioned of fairing vibrations and had asked them to dampen and tighten the screws.

Fast forward a day, and i go for collecting my bike in the evening. I see my bike parked with many others, from a distance. On close inspection, i notice that those morons had cracked the visor in two places. I immediately call the SA and ask him about it. He was like, wait, we will see about it.

He then brings a guy, who turned out to be the works manager (Mr Peter). He comes and sees it and turns back to the SA and says, "replace it, debit 50% from the mechanic's account and get 50% from the customer". I immediately questioned him as to why am i to pay 50% of the visor's cost.

Now, here is what happened. He gives me a stare and says, "ok, nothing can be done, it has cracked due to the tightening of the screws on the fairing"

Me : Yea, i know that. Why is it broken then?
WM: It might have been weak, you might have dropped your bike sometime and so.
Me : Oh is it? Let us get it straight. While i left my bike for the service, it was all fine, and ur SA also vouches for it. Now, it is broken by you and you are liable for the damage.
WM : Nothing can be done!
Me: Okay then, i wont take delivery of the bike until this issue is fixed.
Wm: Ok. (He jsut turns back and walks away)

I was standing there and approached the SA again, he asked me to wait and tried speaking to the WM again, but it was of no use.

I was frustrated and this is not the first time i am dealing with these Bajaj crooks in the service station.

I started walking away, and then walked back to that fellow (WM).

Me : Excuse me, can i just know your name?
WM : Why? I cant say my name.
Me : Just say your name, i need to escalate the matter.
WM : No, i cant say my name. Just say, Works Manager, 100 feet road.
Me : Why do you chicken out, you say you have not done any wrong, so just say your name !?
WM : Peter
Me : Ok.

I come out, i had contacts with the regional manager for Bajaj service for the Pondicherry circle, as i used to service my bike there earlier. I call him up and get the contacts of the Regional Manager, Bajaj service , Coimbatore.

I call this guy, and he listened to me patiently and told that he would put me in conference with this guy, Peter.

I wait for a couple of minutes, they exchange a few words and then put me in conference.

The discussion continues, and i ll cut it short here. The RM suggested Insurance. I said, goto hell, why do i come to you if at all am claiming insurance? You have damaged the part and you are liable for it. The WM says all kind of crap again, like it was already weak, and all that BS. I cut his conversation and get him straight, he didnt have a clear cut answer.

Finally the RM understood that this WM is trying to cover up and requested him to change the visor FOC and that he would bear the costs.

I walk back into the service centre and the look on the WM's face was priceless!

It was closing time, and i was made to wait for half an hour after which i was given the bike with the new visor. In the meantime, i saw something strange going on inside. They took the damaged visor, stuck new Bajaj sticker on it. I entered the workshop in this juncture, getting suspicious and they stopped whatever they were doing. I am pretty sure that those crooks would have fixed that cracked visor on some other bike.

What i am trying to say is, Bajaj service sucks to the core, and Bajaj, if you are reading this, please improve your worst third rate A.S.S.

P.S : I was billed close to 1k, just for a regular service. Would scan the invoice and post it later on.

This incident should be posted on all known biking and community sites all over india so people know the status of the bajaj service in india.

Thats just pathetic. I wonder, is this the case with Bajaj service centers only, or do others have the same problem.

And its surprising to see that even the RM is trying to reason out with the customer when they are clearly at fault.

True. You have to spread this. May a newbee who would have been in your position should have been spent from his pocket for so called 'skilled' service man's mistake.
It is not only with bajaj but also with yamaha.

@ all. Is there a thread which lists out the contact details(at least a mail id) of the regional authorities? If not why don't we start such thread with only access to xbhpians. Atleast that could aware some innocent bikers.