Announcement

**vijaycool** · 07-02-2015, 08:05 PM

Re: Benelli TNT 300 Ownership Experience

Today when I was travelling in Medavakkam-Sholinganallur road, I saw black Benelli 300. The sound of stock exhaust is to die for. Anyone commuting to office that road around 10:45AM

**trooper911** · 07-02-2015, 08:11 PM

Re: Benelli TNT 300 Ownership Experience

Guys quick question what is the booking amount for the 300 in Bangalore?

**brokenbinil** · 07-02-2015, 08:42 PM

Re: Benelli TNT 300 Ownership Experience

Originally posted by trooper911 View Post

Guys quick question what is the booking amount for the 300 in Bangalore?

I paid 20K ... NOt sure if there is a minimum amount.

**kanth** · 07-02-2015, 09:20 PM

Re: Benelli TNT 300 Ownership Experience

[MENTION=49942]experimentalhead[/MENTION]....saw your photo put up by DSK Benelli on their FB page now, I guess which was taken at the time of delivery......after so many miles on your bike!!!...

**Ballistic** · 07-02-2015, 11:27 PM

Re: Benelli TNT 300 Ownership Experience

Originally posted by trooper911 View Post

Guys quick question what is the booking amount for the 300 in Bangalore?

In Mumbai they charged me a booking amount of Rs. 30000.

There is an update, the Benelli showroom in Mumbai has stocked the India manufactured Frame sliders for the TNT 300 which they are selling for Rs. 7500.

**experimentalhead** · 07-03-2015, 12:07 AM

Re: Benelli TNT 300 Ownership Experience

Originally posted by kanth View Post

@experimentalhead....saw your photo put up by DSK Benelli on their FB page now, I guess which was taken at the time of delivery......after so many miles on your bike!!!...

I just now saw that after seeing your post [MENTION=5691]kanth[/MENTION] Thanks for letting me know. Yes that was at the time of delivery

----consecutive posts auto-merged-----

Originally posted by trooper911 View Post

Guys quick question what is the booking amount for the 300 in Bangalore?

I paid Rs30000

**experimentalhead** · 07-03-2015, 05:39 PM

Re: Benelli TNT 300 Ownership Experience

All right then. First of all, sorry for the delay in posting this due to hectic schedule.

Bit of flash back to establish the continuity. Well, after I collected my bike from service center, I was handed over a satisfaction letter in which I mentioned about DSK-Benelli's RSA and spare parts availability, and on a scale of 1 to 10 with 1 being low and 10 being highest in terms of satisfaction, I rated 6 purely for the way service manager responded.

On Monday, I received a call from a Gentleman who happens to be the manager of DSK's RSA.

Highlights of our conversation:

1. He called me around 4 PM. I was in a meeting. Requested for a call back after half an hour. I got a call exactly after half an hour. Such small, but very important things, impress me a lot as I deal with scores of clients and customers every day and I know how it feels when someone keeps their time and word.

2. Gentleman sounded genuine and seemed to be the one who wants to get and keep things on track. I am not a paranoid, you see. I was pleased with the way he sounded and the way our conversation began and started.

3. Question: Why I was unable to reach RSA for about half an hour or more on both numbers? Why was I told many bikes were stranded and they were busy clearing other cases?

DSK response: Apologies for inconvenience. RSA executive did not communicate the constraint properly. RSA contact center is located in Mumbai/ Pune and on that fateful day due to heavy rains many employees could not make it to office and this led to staffing constraint which led to huge wait time. Was told that already DSK are addressing this issue by increasing the staffing to ensure that in future no customer faces this issue.

4. Question: I was not given proper time lines. I did not expect RSA to come to aid in one hour. When I was told in the beginning that towing vehicle would take 3 to 4 hours, I was fine. But they kept pushing time lines and finally towing vehicle arrived after six hours. If they had infoirmed six hours, probably that would not cause as much stress as false hope would cause.

DSK response: Apologies for the inconvenience. Informed that this had been already addressed and RSA executives have been informed to provide more accurate and relaistic information after speaking to the concerned vendor.

5. Question: I was told that there was only one vehicle available for towing and that had reached Bangalore just then and the same vehicle had to be resent to my location which took longer time for towing vehicle to arrive. More towing vehicles should be available from vendor with whom Benelli are tied up at least in a city like Bangalore where they have sold most number of their bikes.

DSK response: Surprised at the point that I was told that only one towing vehicle was available and apologised for miscommunication. Informed that the vendor has four towing vehicles allocated for bikes and is tied up with other brands of bikes as well. However, if all four towing vehicles are busy (which is a rare scenario), then RSA should have arranged for towing vehicle meant for cars. He said in my case, unfortunately, this point was overlooked which caused the delay. RSA manager said he had already discussed this in his meeting with RSA contact center team and going forward if bike towing vehicles are busy, then car towing vehicle would be arranged. Also, mentioned that they are working with vendor to increase the number off towing vehicles.

6. Question: I was not informed about custodian concept clearly by executive. Banaglore service manager was the one who informed me about custodian policy. Also, custodians were being arranged from smaller and farther towns instead of from a major city like Hassan and custodians never arrived and sounded reluctant as distance to travel was more and one custodian after reluctantly agreeing to come, actually came up with the excuse of having met with an accident and could not come. We did not pursue the matter assuming that we were in for tough and a long day with Murphy's law riding on us.

DSK response: Apologies and said they would definitely sort this out with local vendors who provide custody service.

7. Question: Towing vehicle's driver's number was never shared with us despite multiple requests as we wanted to establish a direct connection with him, instead of keeping on waiting for RSA's call and later them conferencing the call with the driver and at times they were not able to connect with him.

DSK response: Apologies and said the reason why RSA did not share driver's contact number was in the past (DSK has RSA for Hyosung too) when that was done, some bikers had altercations with drivers ending up with unpleasant events. Keeping that in mind, policy was amended to RSA executive to not to share the driver's direct number and RSA executive to be present on the line durinng the whole conversation.

Fair enough. But, requested them to be little flexible with due consideration to customer's nature and whether customer was patient and calm.

8. Question: Towing vehicle driver said it took six hours for him to cover 190 km due to rain ( On a beautiful highway with four and sicx lanes with less traffic) and also he was driving a truck (He sounded as if he was driving a multi-axle truck). But while going back with bike on the towing vehicle, he sped away and was no where to be seen as if his towing vehicle suddenly got the power of 300 being towed away (banter)

DSK response: Hearty laughter (good to have such helathy banter and laugh even while discussing things) and said they would definitely take this up with vendor and would make them more sensitized to customer's situation.

9. Question: As per RSA, it's free within 200 km radius from nearest service center. But, what is the cost if it's outside that limit.

DSK response: After 200 km, it is Rs. 45 per km till it comes back within 200 km radius.

My response: That day I checked with the towing vehicle driver who came, who also gave me his business card, and he said they normally charge Rs 20 per km. Requested DSK to loook into this as vendore is charging double and seems like vendor is actually covering up for the free within 200 km radius.

DSK response: They are still working on charges with vendors and would look into this.

10. Question: It took long to arrange for spare parts which delayed the repair and things did not move fast till pressed hard.

DSK response: Apologies and said there was a delay due to communication gap and assured that this would not happen in future and they are working seriously w.r.t spare parts stock and supply. This time considering severity of my case, the parts were air lifted instead of on road shipping.

Overall, it was a healthy discussion. I emphatically told that there was no ill intentions when I escalated this issue and reason was pure and simple that DSK should be aware of what's happening with their system at the ground level and they should plug the loopholes and should succeed with their service part too which will only do wonders for them, and of course for customers like me too. RSA manager was kind enough to say that he and the team looking into service are actually happy to receive feedback about the service which will help them to tackle such issues as DSK-Benelli are aggressively pursuing the high standards of service and this would only help them to achieve that.

**TheArcher84** · 07-03-2015, 06:54 PM

Re: Benelli TNT 300 Ownership Experience

Originally posted by experimentalhead View Post

All right then. First of all, sorry for the delay in posting this due to hectic schedule.

Bit of flash back to establish the continuity. Well, after I collected my bike from service center, I was handed over a satisfaction letter in which I mentioned about DSK-Benelli's RSA and spare parts availability, and on a scale of 1 to 10 with 1 being low and 10 being highest in terms of satisfaction, I rated 6 purely for the way service manager responded.

I would like to extend my gratitude towards the RSA manager. I guess he understands and values the customer relationship, rather than just saying it by words.

I hope your bike is all right and running like a Horse.

**brokenbinil** · 07-03-2015, 07:30 PM

Re: Benelli TNT 300 Ownership Experience

Feels good to read the conversation above. Feels like these chaps are serious about sticking around.

**vijaycool** · 07-03-2015, 07:55 PM

Re: Benelli TNT 300 Ownership Experience

Originally posted by TheArcher84 View Post

I would like to extend my gratitude towards the RSA manager. I guess he understands and values the customer relationship, rather than just saying it by words.

I hope your bike is all right and running like a Horse.

Couldnot send reply to your PM as your inbox is full.
Hope they will keep the customer happy. Why not we try ceramic beads over the wire to avoid short circuiting if wires melt.

**sharathchandra** · 07-03-2015, 07:56 PM

Re: Benelli TNT 300 Ownership Experience

Originally posted by experimentalhead View Post

All right then. First of all, sorry for the delay in posting this due to hectic schedule.

Bit of flash back to establish the continuity. Well, after I collected my bike from service center, I was handed over a satisfaction letter in which I mentioned about DSK-Benelli's RSA and spare parts availability, and on a scale of 1 to 10 with 1 being low and 10 being highest in terms of satisfaction, I rated 6 purely for the way service manager responded.

On Monday, I received a call from a Gentleman who happens to be the manager of DSK's RSA.

Highlights of our conversation:

1. He called me around 4 PM. I was in a meeting. Requested for a call back after half an hour. I got a call exactly after half an hour. Such small, but very important things, impress me a lot as I deal with scores of clients and customers every day and I know how it feels when someone keeps their time and word.

2. Gentleman sounded genuine and seemed to be the one who wants to get and keep things on track. I am not a paranoid, you see. I was pleased with the way he sounded and the way our conversation began and started.

3. Question: Why I was unable to reach RSA for about half an hour or more on both numbers? Why was I told many bikes were stranded and they were busy clearing other cases?

DSK response: Apologies for inconvenience. RSA executive did not communicate the constraint properly. RSA contact center is located in Mumbai/ Pune and on that fateful day due to heavy rains many employees could not make it to office and this led to staffing constraint which led to huge wait time. Was told that already DSK are addressing this issue by increasing the staffing to ensure that in future no customer faces this issue.

4. Question: I was not given proper time lines. I did not expect RSA to come to aid in one hour. When I was told in the beginning that towing vehicle would take 3 to 4 hours, I was fine. But they kept pushing time lines and finally towing vehicle arrived after six hours. If they had infoirmed six hours, probably that would not cause as much stress as false hope would cause.

DSK response: Apologies for the inconvenience. Informed that this had been already addressed and RSA executives have been informed to provide more accurate and relaistic information after speaking to the concerned vendor.

5. Question: I was told that there was only one vehicle available for towing and that had reached Bangalore just then and the same vehicle had to be resent to my location which took longer time for towing vehicle to arrive. More towing vehicles should be available from vendor with whom Benelli are tied up at least in a city like Bangalore where they have sold most number of their bikes.

DSK response: Surprised at the point that I was told that only one towing vehicle was available and apologised for miscommunication. Informed that the vendor has four towing vehicles allocated for bikes and is tied up with other brands of bikes as well. However, if all four towing vehicles are busy (which is a rare scenario), then RSA should have arranged for towing vehicle meant for cars. He said in my case, unfortunately, this point was overlooked which caused the delay. RSA manager said he had already discussed this in his meeting with RSA contact center team and going forward if bike towing vehicles are busy, then car towing vehicle would be arranged. Also, mentioned that they are working with vendor to increase the number off towing vehicles.

6. Question: I was not informed about custodian concept clearly by executive. Banaglore service manager was the one who informed me about custodian policy. Also, custodians were being arranged from smaller and farther towns instead of from a major city like Hassan and custodians never arrived and sounded reluctant as distance to travel was more and one custodian after reluctantly agreeing to come, actually came up with the excuse of having met with an accident and could not come. We did not pursue the matter assuming that we were in for tough and a long day with Murphy's law riding on us.

DSK response: Apologies and said they would definitely sort this out with local vendors who provide custody service.

7. Question: Towing vehicle's driver's number was never shared with us despite multiple requests as we wanted to establish a direct connection with him, instead of keeping on waiting for RSA's call and later them conferencing the call with the driver and at times they were not able to connect with him.

DSK response: Apologies and said the reason why RSA did not share driver's contact number was in the past (DSK has RSA for Hyosung too) when that was done, some bikers had altercations with drivers ending up with unpleasant events. Keeping that in mind, policy was amended to RSA executive to not to share the driver's direct number and RSA executive to be present on the line durinng the whole conversation.

Fair enough. But, requested them to be little flexible with due consideration to customer's nature and whether customer was patient and calm.

8. Question: Towing vehicle driver said it took six hours for him to cover 190 km due to rain ( On a beautiful highway with four and sicx lanes with less traffic) and also he was driving a truck (He sounded as if he was driving a multi-axle truck). But while going back with bike on the towing vehicle, he sped away and was no where to be seen as if his towing vehicle suddenly got the power of 300 being towed away (banter)

DSK response: Hearty laughter (good to have such helathy banter and laugh even while discussing things) and said they would definitely take this up with vendor and would make them more sensitized to customer's situation.

9. Question: As per RSA, it's free within 200 km radius from nearest service center. But, what is the cost if it's outside that limit.

DSK response: After 200 km, it is Rs. 45 per km till it comes back within 200 km radius.

My response: That day I checked with the towing vehicle driver who came, who also gave me his business card, and he said they normally charge Rs 20 per km. Requested DSK to loook into this as vendore is charging double and seems like vendor is actually covering up for the free within 200 km radius.

DSK response: They are still working on charges with vendors and would look into this.

10. Question: It took long to arrange for spare parts which delayed the repair and things did not move fast till pressed hard.

DSK response: Apologies and said there was a delay due to communication gap and assured that this would not happen in future and they are working seriously w.r.t spare parts stock and supply. This time considering severity of my case, the parts were air lifted instead of on road shipping.

Overall, it was a healthy discussion. I emphatically told that there was no ill intentions when I escalated this issue and reason was pure and simple that DSK should be aware of what's happening with their system at the ground level and they should plug the loopholes and should succeed with their service part too which will only do wonders for them, and of course for customers like me too. RSA manager was kind enough to say that he and the team looking into service are actually happy to receive feedback about the service which will help them to tackle such issues as DSK-Benelli are aggressively pursuing the high standards of service and this would only help them to achieve that.

Heartening to see such response. Will definitely go a long way in establishing the brand n consumer trust. Kudos to DSK Benelli. :thumbup:

Sent from my SM-N750 using xBhp Connect mobile app

**drdanishkhannew.540** · 07-03-2015, 09:51 PM

Re: Benelli TNT 300 Ownership Experience

You didn't ask about the Facebook fiasco?

Sent from my GT-I9300 using Tapatalk

**TheArcher84** · 07-03-2015, 10:24 PM

Re: Benelli TNT 300 Ownership Experience

Originally posted by sharathchandra View Post

Heartening to see such response. Will definitely go a long way in establishing the brand n consumer trust. Kudos to DSK Benelli. :thumbup:

Sent from my SM-N750 using xBhp Connect mobile app

PS: Please dont quote the entire response if you are replying to a lengthy post.

**experimentalhead** · 07-03-2015, 11:27 PM

Re: Benelli TNT 300 Ownership Experience

Originally posted by drdanishkhannew.540 View Post

You didn't ask about the Facebook fiasco?

Sent from my GT-I9300 using Tapatalk

Oh yes...I forgot to mention that, right!

Yes, I did ask him about why such step was taken on a popular social media platform as that would create more doubts. Also, I did tell him that I completely understood that he was not the right person to be answering that as he is not the one who is involved in running social media for DSK-Benelli.

**kanth** · 07-03-2015, 11:34 PM

Re: Benelli TNT 300 Ownership Experience

Originally posted by experimentalhead View Post

Oh yes...I forgot to mention that, right!

Yes, I did ask him about why such step was taken on a popular social media platform as that would create more doubts. Also, I did tell him that I completely understood that he was not the right person to be answering that as he is not the one who is involved in running social media for DSK-Benelli.

So, he didn't reply for that??

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