[corvus corax]

The OP should also take part of the blame here. He should have performed a post service inspection from his end to make sure that everythings in proper order, a lesson I learned after dealing with a bunch of service centres and losing few bits and bolts my way back home.

[VW2010]

The OP should also take part of the blame here

I disagree. The OP can only be reactive. These are oversights and cannot be caught by anyone except some process at the service centre. In fact, the oil cap would have been screwed and not fully tightened. Even when the OP decides to inspect he will have no clue if the screw was tight enough testing with his hands. A service centre is a place of trust and they can only improve their QC by learning from all these mistakes. The OP unfortunately was riding in Rain and he would have no clue if something was happening below his feet. On a dry day, he would have definitely realized something was wrong and caught this earlier.

There is no way any PDI will help you catch all issues ranging from Minor ones to fire capable ones.

The service centre should at least give confidence to op by completely checking the engine, draining all the oil and eliminating the fear of water in Oil, and gaining that trust back. Mistakes and Errors are part of service centres and at this point, the expectation is to take the right action to win back the trust.

[shyamg28]

Originally Posted by corvus corax

The OP should also take part of the blame here. He should have performed a post service inspection from his end to make sure that everythings in proper order, a lesson I learned after dealing with a bunch of service centres and losing few bits and bolts my way back home.

In a philosophical sense, yes I'm accountable for all my actions. One of them being, asking a service center to work on a motorcycle that I own.

In a professional sense, one where I'm paying money, the service center is held accountable for every single thing asked of them. That is the contract. Slightest of deviations is considered unacceptable. This one may have been slight, but with potentially dire implications.

It is a learning for me and I'm certain, for all others too. That's for damn sure.
I'm only highlighting it so that it's appropriately addressed from RE and the SVC's end too.

As an update, I have mailed RE's customer care team. No response yet. The SVC's Service Manager has raised a ticket and has emailed me that they're addressing my concerns. Oil cap spare isn't available hence, a delay in delivery.

[JoeTheWanderer]

Originally Posted by shyamg28

I'm only highlighting it so that it's appropriately addressed from RE and the SVC's end too.

I would be really surprised if RE or the service center make any real process changes. They sell a lot of bikes; even if some enthusiasts like us stop coming to the service center it really doesn't affect their bottom line.

I stopped using the RE service center after having many poor experiences with them (overtightened chain, incorrect problem diagnosis, etc). No point in paying all the labour charges if the customer has to eventually verify if all the nuts and bolts are torqued correctly.

Hope your bike is fixed the right way and returned back to you soon.

[Nalin1]

These are the kind of oversights that can leave a customer's blood boiling !.

After all how many things can we visually check when taking delivery? If every nut, bolt, screw is all tightened? !. We can only assume that it is all good and carry on!.

Take a walkaround a fully loaded service bay area and at the 'multitasking' that takes place. It is only a matter of time before someone slips somewhere. I know multitasking is the order of the day in this fast paced world, and they cannot afford not to, but it is a double edged sword.

I strongly recommend a test ride/drive before taking delivery, so that at least if something pops out soon enough or it is just bad luck.

But as others have said, hold them by the scruff of the neck and make them pay for it.

Oh yes!. Missed adding this point. This is as likely to happen in any FNG/garage as much as an authorized service center.

[shancz]

Originally Posted by corvus corax

The OP should also take part of the blame here.

I disagree with your text but share your experiences though.

If I have to check everything on the bike after service it makes it impractical to own one.

ASC charges labour for that very purpose and the whole point of a Service Advisor/Manager is to oversee and check that everything on the job card has been done. That's why they charge way more than an FNG.

This problem is more dealer culture oriented and has roots in the erstwhile Bullet era workshops but whatever it is RE has to ensure that the customers don't suffer.

If they don't, they will be heading towards their pre 2010 stature.
From anecdotal evidence, the feeling against RE workshops is as bad as it gets.
They're actually turning ex, current and potential customers away from the brand which is the ultimate blow to any brand.

[Aish_4761]

Not entirely same but, kinda similar incident with my 2009 Access at a Suzuki workshop. Dates back to 2016 when I had my scoot serviced by one of the "most experienced" mechanics of them all at the ASS. While washing, they put a piece of plastic polybag to stop water ingress in the air intake, under the seat/storage cladding. They put the seat back in place, and never removed that piece of plastic. This lead to a suppressed acceleration followed by hesitation as soon as the throttle used to be pulled. After wasting at least half a dozen liters of petrol, countless carburettor adjustments and multiple visits to the ASS, one fine day they suggested me to change the sparkplug. The "expert advice" did help, as removal of the seat/storage exposed the intake pipe filled with plastic, which was then removed alongside replacing the sparkplug!

Gave the works manager a mouthful, wrote a review and never went to them again!

[snappysam]

Dear Shyam
I feel sorry for your ordeal.
However, the moment I saw the title, I knew without reading the content, that this was going to be an RE gaffe, a very painful one though.
Like many others in this forum, I too like some of their products yet it is their consistently inconsistent QC and bad service that prevents me from getting the Interceptor 650. I love the bike to bits but the above mentioned 2 issues prevents me from getting one.

On a side-note, I think you should grill the dealer and press for an extended warranty or some.such for your trouble.

[spd_tkt]

Originally Posted by am1m

Deja vu.

A prominent RE service center in Indiranagar, Bangalore where I bought my TB used to do stuff like this frequently. I'd get my bike back after service with the fuel line not connected (presumably after carb cleaning), without a proper wash, with some issue or the other. Once the speedo was smashed! Obviously they parked the bike outside and someone happily dropped something on it.

I think I have taken my RE to the same Indiranagar service centre once and they could not find the keys to my motorcycle that was parked outside. It was chaos, customers trying to find their vehicles, service advisors looking for job cards, vehicles and my key and a crowd of customers standing outside waiting for redemption. Of course, they failed to look into the one thing I had asked them to do! That was my first and last time there.

With all such incidents, we need to demad more accountability from the dealerships. Vehicles here are a lot of money now.

[pd1108]

Sorry for the mishap Shyam. To err is human, forgive Divine.
Most service centres do not have a PID checklist for post-service jobs. There is not much you can do except ask for rectification of the defects caused by this and probably inform the company that they must insist their service centres follow a quality check procedure after a service.


I for one did face similar issues when I gave my car for servicing a couple of times. So, I developed my PID when retrieving/receiving my car. For example, I check all the electrical systems, open the bonnet, and check that the spark plugs are plugged in, the various knobs are tightened and a few others. All this is done in the service centre and I ask the SA to check them out in my presence.


That way, my surprises are minimized. You are wiser now to learn that you can’t simply drive away after the service.

[shyamg28]

Originally Posted by shyamg28

As an update, I have mailed RE's customer care team. No response yet. The SVC's Service Manager has raised a ticket and has emailed me that they're addressing my concerns. Oil cap spare isn't available hence, a delay in delivery.

Picked up my bike yesterday. Checked everything this time (ok, as much as I understand of my bike). I've ridden around 20kms so far, no issues.
SVC manager had raised a ticket so they needed me to sign that they've fixed it. I tried to impress upon the dude how it's not his motorcycle and actually the hard earned money of all their customers, basically from an emotional angle. Won't help I guess but what's to stop me from trying after this ordeal.

In a way it's silly how small an oversight it was, but shows how overburdened they are at the end of the day, all things that we could consider from a logical standpoint but definitely not a practical standpoint.

For me, I'm never going back there!

[shancz]

Originally Posted by shyamg28

1. I've ridden around 20kms so far, no issues.
2. but shows how overburdened they are at the end of the day
3. For me, I'm never going back there

1. Did they mention what did they do and give a receipt? I am guessing not. I would still suggest, like suggested earlier to ride for 100kms and then drain out the oil, clean and check the oil strainer and fill some good oil like the Liqui Moly of matching grade. Its a simple DIY if you want to try else take it to a FNG. Just as a precaution.

2. All ASC somehow have this argument ready when they're caught with their mess up. Usually their SOP is to deny or/and blame the customer.
Its a failure of floor management in simple words if their mechanics are so overburdened to forget tightening an oil cap.
Mechanics themselves are to blame primarily because someone partially screwed that cap back on right? Was too overburdened to complete the remaining 4-5 turns to tighten it properly even by hand ?
My FNG mechanic who sadly earns way lower than these guys always approaches an oil change with all tools and keeps the pliers in his hand until he gives the final twist ro the filler cap post filling. Its a simple process and if they can't even do that I don't know what to say.

Have many personal experiences in and outside automotive and somehow its always the customer who is supposed to not only bear the cost and brunt of their mess up but is also supposed to fix the issues in their processes and working environment

3. You're now officially in the current RE owners club who will most likely keep clear of another RE product just because of your experiences with their workshop.
What I would still suggest is to either try another ASC or the better option would be to find a good FNG post the warranty period.

Good Luck

[shyamg28]

Originally Posted by shancz

1. Did they mention what did they do and give a receipt? I am guessing not. I would still suggest, like suggested earlier to ride for 100kms and then drain out the oil, clean and check the oil strainer and fill some good oil like the Liqui Moly of matching grade. Its a simple DIY if you want to try else take it to a FNG. Just as a precaution.

They did give me a receipt actually. Great advice!

2. All ASC somehow have this argument ready when they're caught with their mess up. Usually their SOP is to deny or/and blame the customer.
Its a failure of floor management in simple words if their mechanics are so overburdened to forget tightening an oil cap.

I'm just glad no one took the approach of blaming me. I consider myself calm and practical but if they had done that it would've riled me up to hell and back

3. You're now officially in the current RE owners club who will most likely keep clear of another RE product just because of your experiences with their workshop.
What I would still suggest is to either try another ASC or the better option would be to find a good FNG post the warranty period.

Good Luck

I tend not to take an approach such as never again doing something because of a failure in the system. To me that is drastic because there's enough data points out there against other manufacturers and industries in general.
Yes, agree with you, need to find a good FNG. I had to go to RE this time because of replacement in rear shock and disc.

To be honest, my motorcycle has brought me a lot of happiness. I cannot let human incompetence get in the way of that. I love that 650cc engine of theirs too, not in the way it is offered today though. If the unicorn Himalayan 650 comes across, I will still pick it up

[shancz]

Originally Posted by shyamg28

- They did give me a receipt actually.
- I tend not to take an approach such as never again doing something because of a failure in the system.
-I cannot let human incompetence get in the way of that.

- Nice, I hope they mention the oil change, inspection etc.
- That's fair enough and wise.
- Respect and appreciate your spirit
To the better Himalayan and RE, hopefully soon

[JigarKansagara]

This has happened with me too, man. I bought my TB from Dev Motors, Rajkot. I always thought the Service center of Dev Motors did a good job.

Then I had a minor issue in the bike, the indicator switch was not working properly. The problem in the switch was that whether I did pushed the switch left or right, the respective indicator won't turn on but I had to push the switch and then again apply some pressure to the switch for it to turn on and there was no guarantee that it would turn on. It used to frustrate me a lot. Buying an expensive bike and the service center guys can't even solve a simple issue. So I went to the Service center and saw them write about the issue in jobsheet hoping that lt would be solved. But no, the service guys serviced my bike but the issue of the indicator switch still prevailed. I told them and they again looked into the issue.

Then the switch worked fine for two days and again started to misbehave.

This went on for two more services with Dev motors and I decided to go for a different Service center.

I then got my bike serviced by Aashapura Royal Enfield Junagadh. But the result was same. Worked fine for a day and the same problem again. During this time, I wanted to find a local guy who was a specialist in RE bikes. I got my bike serviced from him to see whether he is a good mechanic or not. Told him about my indicator issue and it was solved ASAP.

He did a pretty good job and I told him about my visits to the Service centers and about their incompetence to solve a simple problem. I then asked him about how he got the experience of repairing RE bikes and he told me that was a mechanic at Aashapura RE for about 3 years. I mean talk about the irony.😂

It's been about a year since the issue and I have never faced it again.