re: Triumph India: Sold Bikes in India with fake performance figures! My Trials and Tribulations with Triumph! - Delhi Experience.
I have been tracking this thread since it started but the membership to tbhp just got approved so could not contribute. I’ve been pretty close to this subject for the last couple of weeks with various interactions with Triumph- both the dealership and the Management right to the extent of finding out Nick Bloor, Triumph Motorcycles CEO's email address and writing to him. A short background: 6 months research including test rides of many motorcycles, online research, talking to owners, my wife being part of the entire process, I finally booked the Bonneville (white) in Sept end with the Delhi dealership, from whereon the nightmare started.
At the time of the test ride I was told a delivery timeline of 10-15 days for the White Bonnie, at the time of booking it increased to 1.5- 2 months. As delivery got closer delivery timeline became December. The rates also increased (from Rs. 5.68 lacs to 5.85 lacs) which is the price I had to pay for my slow decision making as well as my stubbornness on the white colour. If I bought the black or silver colour in Sept I was offered the option of go with the lesser price (overall about 25k benefit) but my wife and I were both so in love (and that’s an understatement!) with the white Bonneville that we agreed to pay the increased price with a delivery in mid Nov.
I followed up with the dealership regularly during the period from Sept end and a lot of times my calls would go unreturned. Eventually found out that the Sales guy had left the dealership so got in touch with the dealership GM Vineet who had been quite active during the sales process. The Horror: in the week that the delivery (mid Nov) was to happen I got a call from Vineet stating that the White Bonnevilles are no longer available since the 2014 colour had been discontinued and the 2015 colours were launched. I was told I had the option to take a refund or go for the black!!! After a 6 month research, 1.5 month intensely emotional wait and that’s what I get..yeah right! The attitude blew my lid off. Created a small menace within Triumph and got in touch with Shoeb (Head of Sales and Dealership Development) and finally with Vimal Sumbly (CEO/MD India, Triumph Motorcycles). Spoke to both of them and they were extremely supportive and assured me that they would do their best to make the white available as per promise (they would get one transported from Pune) and that if I had any issues I could speak to any of them- got their phone number and email address. Was delighted and such a positive and prompt response. I was upset with the dealership but Vimal and Shoeb were a pleasant change to the experience I had had- I was to be proved so wrong! And then the Bomb Dropped: My pleasant experience was shortlived and a week later I found out about the detuning fiasco! Fully confident that I had enough ‘contacts’ now within Triumph India I called Vineet (dealership) and was given unclear and vague answers. I persisted in getting exact information and was told my Bonneville was the 61 bhp one and got it in writing on an email that all Bonnevilles sold till now are the same as the one being given to me. I was reading TBHP posts with most people believing the older versions were 68 bhp but I did not have the membership to share the email that all Bonnevilles in fact were detuned versions. As expected, blew my lid yet again for I had clearly been told performance figs as 68 bhp and 68 nm of torque. This was mid last week. The Radio Silence from Triumph: I called up Shoeb and 3 calls were not returned when I left messages with their head office. I was told my message has been delivered to Shoeb but got no response. I wrote to Vimal expecting a response, followed up on emails again but no response. Got increasingly frustrated with their attitude so used some contacts in UK to get Nick Bloor’s (CEO Triumph Motorcycles and John Bloor’s son) email id. Wrote to him a detailed email elaborating how I think Triumph was not coming across as a company with high integrity and values, how customers were feeling cheated and how the silence on this subject was coming across as a suppression of the issue. The email was delivered and read (as you will see in a later email) but was not responded to in spite of follow ups. Here’s some parts of what I wrote: “ ….Had my issue been of an isolated poor customer experience I would have left it at that. But what I have experienced reflects of an Indian subsidiary with a flawed value system, inadequate ownership and above all lack of integrity, hence my email to you.
……Exaggerating and marketing performance figures higher than actual: As an e.g. the Bonneville A3 was till a few days ago marketed with 68 bhp and 67nm of torque. The performance figures have miraculously changed to 61bhp now. It was not until I proactively asked that I was informed that I was going to be delivered a bike with much lower performance than what I had been told. This is also the case I’m sure with many other buyers who have been conned with higher stated performance figures compared to competitors. I am sure you would agree that such unscrupulous actions are not what Triumph as a company globally stands for. I hope that the least that will be done is that an explanation would be issued to all customers who have been misled- And that I would be delivered what I had been originally promised.
……However, my first point above alone should highlight how Triumph India has lost all credibility and ethos that this brand has stood for for more than a century. While I stand undecided on whether this is a company worth associating with or not, I do hope this email I have written will reach the right individuals to bring about a positive change for future Triumph owners in India.”
Similar email to Vimal Sumbly (MD/CEO India) was not responded to. Twitter posts to Triumph and Vimal- yet again not responded to. Finally I got an email from the Delhi dealership that states: Dear 'Sting'
This is with reference to your email to Triumph India. We would like emphasize once again that all issues and escalations related to the product are a dealership responsibility. (Basically saying I shouldn’t be creating noise with the Management!)
I would also like to reiterate the fact that as a very special case we are able to get a bike for you from Pune.
Furthermore we have been trying to contact you over the last few days but have met limited success in doing so.
Kindly let us know as to by when can you close the outstanding payment due for your bike, this would help us close down in the earliest possible delivery date for the bike.
Looking forward towards an amicable revert from you on the subject matter.
Post my response to the above email:
Dear 'Sting',
I am referring here to the emails written to Mr. Bloor and Mr. Sumbly.
Once again I would like to retriate that all escalation of such nature are a dealership responsibility.
Please note that the bike specifications mentioned on POP/ Leaflet is the one which is global EU specifications.
Our bikes in India are ARAI certified for CKD , the specification on the web page are correct as per the ARAI reports.
In case you have further query, kindly feel free to speak to me.
Warm Regards,
There’s no doubt that the motorcycles haven’t been recently detuned; all of these models have always had the lower numbers since they were launched in India. What better proof that Pramods’ post with ARAI certificates. The dealership confirmed this to me last week in writing too.
I now stand in a great dilemma. To me the 7-8 bhp drop doesn’t mean much. However, what has really put me off is the great hypocrisy and lack of integrity that the entire Triumph Motorcycles as a company has displayed. In times of such crisis I would expect the Management to stand up and take responsibility. Nick Bloor, Vimal Sumbly and all others have just gone underground and have decided to remain mute in spite if people trying to reach out to them.
They screwed up, no big deal, which company till date hasn’t’?
Be honest and own it up. Apologize and move on.
Will there be repercussions; of course.
Shoving this subject under the carpet will make it worse.
Almost all posts and reviews I have read state that the owners are in love with their machine but feel cheated. No one wants to be associated with a brand with no values and clearly Triumph doesn’t have any. My heart is disgusted with the Management but is in love with the metal and chrome of their products.
What’s their future in India?
Would they support or stand up for their customers in a time of crisis or would they just hide in their rat holes at a time when they need to come out and stand up as a company with values.
Am I promoting dishonesty but paying for a lie?
Would this have happened in the US or EU and would the company and media be as silent?
I do not have the answers and I do not know yet whether I will or will not go ahead with my decision to buy a Bonneville.
To sum it up, The family and friends are excited about a new motorcycle coming home next week while I struggle with the dichotomy of loving the Bonneville while despising Triumph.
Cheers,
Sting |