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27th March 2020, 01:52 | #16 |
Distinguished - BHPian | re: Triumph Motorcycles India : Is after-sales service killing this brand? One of my friend's street triple is sitting at the Vijayawada service center for the One way Clutch which conked. Bangalore service center is so dreadful that the bike was transported to Vijayawada in my Pickup truck. The vehicle reached Vijayawada in Dec 2019, the part warranty was approved and despatched. It is currently in Delhi and no idea when this will be reaching Vijayawada and when they will make up their mind to fix the new part. It just shows the apathy of Triumph India. Honda service is light years ahead of this. |
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27th March 2020, 08:20 | #17 | |
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| re: Triumph Motorcycles India : Is after-sales service killing this brand? Quote:
It is beyond me why one allows the dealership to get away with such appalling behavior. | |
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27th March 2020, 08:32 | #18 |
BHPian | re: Triumph Motorcycles India : Is after-sales service killing this brand? Very sad to read through all this Jaggu. I have personal experiences with Kawasaki Pune and honestly, Triumph Mumbai and Pune are doing a much better job here at least. I keep hearing the same stuff on All India ST3 whatsapp group as well regarding Triumph Bangalore being worst of all kinds. Here's a brief on my personal experiences with my Street Triple 2016 at below Triumph dealerships - 20K Kms Major Service at Shaman Triumph, Mumbai (Goregaon) The reason I went here was because the Pune guys did not have the 20K Kms kit to be replaced on the Street Triple 675. When I went there roughly in October' 2018 nervy and worried with all the negative thoughts in my mind on how they'll treat my Bumblebee (ST3); the service head tells me - Leave your bike and go wherein I never leave any of my vehicles for service and leave. I make sure that I wait and get it done. The Service Head tells me its not a day's job and I would need to collect the bike after couple of days. I expressed the concern to him and he assured me that the bike is going to be better serviced than at done at any other Triumph before and asked me to take a TD post the service which clearly will define that. I went there a couple of days later wondering how this is experience going to be. I took the trial and the bike felt like new again. I was taken aback for a second wondering if this was the bike given for service. Splendid work and commitment shown by Triumph Mumbai especially the Service Head 30K Kms Service at B U Bhandari Triumph, Pune BUB as we all call it in Pune is a like homely place to be at. I have literally done Business calls from there while Bumblebee was at the service. There are a few chaps at the service who know the stuff in out. Still i have never leave my bike and come back to collect. With the recent 30K Kms service here, the experience again was again phenomenal. The coolant was changed, brake pads and other mandatory checks were performed etc. plus any minor stuff which I may want the service guys to look at and correct. The Service Head and the Managers have changed recently; however fortunately my service guy is still there and the I ensure that the bike is looked after by him or under his observation only. I know you might find mixed feedbacks on the above dealerships as well but to assure you; these aforesaid guys will not goof if you're vigilant about the stuff being done on the bike. You might as well ride down here to Pune or Mumbai and get your bike serviced. Once a year doesn't sound too bad than the after effects of the nightmare of Triumph Bangalore. Let me know if I could be of any help here. Just a PM away. Cheers, Amey Last edited by Amey Kulkarni : 27th March 2020 at 08:34. |
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27th March 2020, 11:48 | #19 | |||||||||
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| Re: Triumph Motorcycles India : Is after-sales service killing this brand? Quote:
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And it is really not practical to do things on your own or at independent garage. How many of us has time to do all this, we hardly get time to ride and now we have to sit and figure maintenance. Might as well as sell the bike before first major service. Quote:
Hopefully the monopoly of the dealership model would be broken soon. Quote:
A friend was billed couple of thousands more during service, which dealer said will refund. He followed up for almost 6 months. That is when I had gone for one of the service or repair, he had to force them to adjust that excess amount in my billing coz he lost his patience expecting for a refund! Quote:
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Thanks Amey, yes that is why I mentioned Mumbai in the list of good dealers for Triumph. How difficult is for others to get it right, if Triumph India insists?! Last edited by Jaggu : 28th March 2020 at 10:39. | |||||||||
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27th March 2020, 11:51 | #20 |
Distinguished - BHPian Join Date: Aug 2009 Location: Cochin
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| Re: Triumph Motorcycles India : Is after-sales service killing this brand? I guess this was a thread just waiting to be created, it was just a question of who will bell the cat! Thanks to Jaggu for getting things rolling here. Let me share my thoughts on both the pre-sales and after sales side of things for readers. The Triumph dealership in Bangalore is a curious case of Dr Jekyll and Mr Hyde. As a prospective customer, be prepared to be treated like the proverbial king. There is no dearth of test rides, just the right amount of follow up from the sales team regarding a purchase decision and so on. The sales person there Vishnu was particularly good to deal with. But from what I have heard prior to reading this thread, the quality of the after sales service at the same dealership is atrocious and bordering the ridiculous. The case that Jaggu shared about the Tiger panniers clearly involves deception on the part of the dealership in question. What makes things worse is that neither the dealership nor Triumph India has made any efforts to resolve these issues, that does not bode well for them or for us customers. In comparison, the Triumph dealership in Cochin provides a more consistent and customer centric approach all around though there are a few places where they can pull their socks up. Prior to buying my pre owned Street Triple 675, I had taken a couple of test rides from this dealership and the experience was good. The sales person Abin was pleasant to deal with but it is just that the Bangalore dealership's sales experience was better (honestly the best that I have encountered in a big bike dealership across multiple cities). One inexplicable and persistent goof up from their side though is their inability to add my name to whatever calling list they have for any rides. Every time I would drop into the showroom for something (friends taking delivery of their bike or for a SVC visit) the sales guys would ask me how come I dont join them for their dealership rides on my Triple 675. My deadpan response is always the same, I can only come if you guys call me in the first place! Each time this happens, they promise me that they will call me the next time and subsequently they never do. I do however get faithfully called for each year's Distinguished Gentleman's Ride which is not something that I am interested in, so whoever is maintaining that sheet is doing a good job. Coming to the actual service experience, after buying the pre owned Street Triple 675, I have had to take the bike to the service center a few of times. I have got the bike serviced, the Arrow exhaust removed and the handlebar replaced (after it was dropped in the parking lot by someone). The work was always done on time and I think for all except one visit to the SVC, I had waited in the lobby with my laptop and got my work done. Since the bike is out of warranty, they allow me to bring in engine oil when I drop the bike off for service. The workmanship is good but the attention to detail for small things is sometimes missing. For example, I had asked for the horn on the bike to checked as it emitted only the squeakiest of squeaks instead of actually warning people ahead of me, the service folks checked it and it worked fine when they showed me the bike but by the time I reached home, it had gone back to it's old ways. I had also provided Osram Night Breakers to replace the OEM headlights and I had asked them to check the alignment when installing it. The first time that I rode in the night after that, I realized that the headlights were illuminating the top of the metro pillars instead of focussing on the road in front of me! Again, these are minor things that required a follow up visit to the SVC but they should have been caught by the service team before handing over the bike to me. Since I have a flexible work schedule, it isn't too much of a trouble for me but I can see how it could be an inconvenience to others who dont have the time to keep running to the SVC to fix things that should have been addressed in the first place during service. However my last experience with the Cochin SVC was the best one so far and reaffirmed my trust in them. I had gone there since I felt that there were two issues - the front brakes felt too spongy and the right side rear view mirror (RVM) was not giving me a proper view. Ever since the handlebar got replaced last year, I have not been comfortable with the view out of the right side RVM and I had asked them to adjust the handlebar and mirror to what it was before the bar had to be changed but they could never replicate the position of the RVM from earlier. This meant that I needed to take an extra second while riding to look behind and get a clear view, something that is definitely avoidable in our road conditions. While I was waiting the service head called me to talk to me about the issues and he was telling me that the mirror had some issue because of which the glass was not able to move within the holder as it should. As he was demonstrating it to me, the glass broke due to the pressure he was applying. The issue was genuine and the glass would have broken had I put the same pressure on it myself. So I told him no issues, replace the glass and do the bleeding of the brakes. I was wondering why they were taking so long to deliver the bike to me after that but I was genuinely surprised when the service head said that he had got the necessary approvals and that I did not have to pay for the mirror or for the brake fluid or for the labour involved for both activities. I was fully prepared to pay for both and I insisted on paying at least for the brake fluid and the labour for that but they refused to take any money from me. I only hope that the other Triumph dealerships learn a thing or two from this experience of mine! |
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27th March 2020, 12:32 | #21 | |
BHPian | Re: Triumph Motorcycles India : Is after-sales service killing this brand? Quote:
If i'm not wrong, I guess that's where Mumbai one leads. They're on the top of charts since a couple of years till 2018 and because of which the focus and the priorities are mapped to the footfall of sale nos and its services which go hand in hand. Cheers, Amey | |
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27th March 2020, 12:35 | #22 | |
Senior - BHPian Join Date: Sep 2007 Location: NSEW
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| Re: Triumph Motorcycles India : Is after-sales service killing this brand? Quote:
It is the most common practice followed by riders world over and even here. In our country, depending entirely on the service center to take care of your ride is almost always gong to leave a sour taste in your mouth. If you want your ride to be a source of happiness for a long time there is no other way but to start getting your hands dirty. I guess you are right then , if paucity of time is your excuse it makes sense to dispose it off before the first major service which of course defeats the purpose of buying one in the first place. If one can just get by regular maintenance and keep a look out for worn out parts up for replacement , these machines will outlive its owner. And how hard is it to send a legal notice if you are not being given the services expected from a service center? If despite repeated attempts the service center refuses to mend its ways, a legal notice will serve the purpose. You have to move if you want things done right or to rectify the things that were not done right. It is not wrong to question the service center if they manage to screw even a regular service. If you take crap from a service center, they will keep giving you crap. Last edited by bigron : 27th March 2020 at 12:53. | |
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27th March 2020, 14:37 | #23 | |
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| Re: Triumph Motorcycles India : Is after-sales service killing this brand? Quote:
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27th March 2020, 23:26 | #24 | |
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| Re: Triumph Motorcycles India : Is after-sales service killing this brand? The Service Issue WhatsApp group shared some suggestions that can help change the situation and fix the issues at Triumph India Service. Sharing the same. Quote:
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28th March 2020, 09:47 | #25 |
Team-BHP Support | Re: Triumph Motorcycles India : Is after-sales service killing this brand? Disappointing. Horrible. When you pay top rupee for a "premium" product, you must get "premium" service as well. Disappointing that the bozos at Triumph don't realise this, but am equally glad that you have created this thread to spread the word . At a few points in time, the true character & culture of a company shows. When I'd read about the detuning fiasco, that itself told me all I need to know about the shoddy way in which Triumph management works. It's a similar feeling with Skoda = no matter how much they harp about improved service etc., the fact is that at one time, the company & its dealers had crooks in the fold and no action was taken against them. Sure, a new team can come in and overhaul the company / culture, yet a bitter taste lingers on. |
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28th March 2020, 10:55 | #26 |
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| Re: Triumph Motorcycles India : Is after-sales service killing this brand? That is really sad state of affairs from a brand which is so premium and its bikes cost more than many entry level cars. This makes me wonder are motorcycle services or two wheelers in general taken lightly in India? I mean i only recently owned my first two wheeler a Yamaha r15 v3 and while touchwood nothing wrong has happened but the service experience is a far cry from what i'am used to at car dealerships, the waiting lounges are pathetic, the work atmosphere is casual, borderline unprofessional, the quality of work like mentioned in this thread with regards to chain maintenance is inconsistent at best, there is no proper feedback channel, the company pays no attention to quality of service at all, in my first ever free service they refused to wash my bike because one of their water "motor" had conked off, mind you this is not a roadside garage we are talking about but actual Yamaha authorised dealership. Do they treat bike owners as second class citizens because bikes usually start from a relatively inexpensive price point in India? This is no excuse for third rate service experience. P.S My judgement is based on a couple of services at Yamaha service centers and occasionally at Honda (My sister used to own an Activa). Last edited by Rocketscience : 28th March 2020 at 10:56. |
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28th March 2020, 14:09 | #27 | |
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| Re: Triumph Motorcycles India : Is after-sales service killing this brand? Quote:
Keeping on topic, I was discussing getting a Street Triple RS with @krishnaprasadgg a couple of days back and then pops up this thread. He has posted his experience in the first page and had told me the same before as well, but still I was in the belief that things could get better. This thread is a real eye opener for any future owners and as of now with this thread live, I can 100% confirm that I am not at all willing to look at Triumph motorcycles in India anymore. I still hope Triumph India doesn’t learn things the hard way, but I believe they had their chance and did not take it. As soon as this thread goes top of google search list, Triumph might take notice and spend big ones to sue Team-Bhp, after all they have had time only to sue owners in the past rather than attending to the troubles the owners faced. Good luck Triumph India, I really hope you learn a thing or two soon. Last edited by Xaos636 : 28th March 2020 at 14:10. Reason: Special thanks @Jaggu to bring this up just in time | |
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28th March 2020, 14:19 | #28 | |
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| Re: Triumph Motorcycles India : Is after-sales service killing this brand? Quote:
Your R3 costs about the same as an Alto, (for bike its still relatively a lot of money), yet Alto being a lower end automobile, the service experience you will get at a Maruti service will still be miles ahead of any bike service center. I just meant they all need to up their game by several notches, it is good if Honda Big Wing provides good service, but the entire market including the very basic bikes should all get great service experience in my opinion. Last edited by Rocketscience : 28th March 2020 at 14:20. | |
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28th March 2020, 14:24 | #29 | |||
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| Re: Triumph Motorcycles India : Is after-sales service killing this brand? Quote:
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Now that leaves one of two options for periodic maintenance either you do it as DIY as BigRon suggested or by a well-trained mechanic at an independent garage. Quote:
I strongly feel that it is just an utter lack of commitment or passion for the craft of working on a machine. For some reason it is seen as a degrading or frowned upon job. Most of the techs are there not because of the love for machines and how they work, so you can't really blame them when they do not do their work properly. Most of them are not trained properly at all. Just watching some of these "trained techs" remove or torque down a nut/bolt makes me cringe so hard. And at the same time, you see mechs/techs who do not respect the machines they work on, be it superbikes or your normal scooter. If you ever have stayed at a service center while getting your bike worked on and observe how the other mechs do their job when left unsupervised or in the absence of the vehicle owners you'd never want to leave your bike there and go ever again. It is ultimately these same mechs who after years of working(i specifically did not use the term experience here) somewhere get into places like triumph svc and don't be surprised if their attitude doesn't change. To end this rant I'd say find a mechanic who loves his job and has respect for the property of others that he is fixing will always have customers turning into long term customers or just learn to get your hands dirty and do the job yourself. That is pretty much the only option for us. Cheers Krishna Last edited by krishnaprasadgg : 28th March 2020 at 14:33. Reason: Quote one more post. | |||
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28th March 2020, 14:45 | #30 |
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| Re: Triumph Motorcycles India : Is after-sales service killing this brand? @quickdraw and everyone troubled by Triumph India customer service, I'm not sure how customer-centric and brand conscious the mother company in the UK is. If your bet is that they hold these 2 values important, then it may be worth your while writing to them separately (and not copying them on your emails to the Indian operations). I could find 2 email IDs online : after.sales@triumph.co.uk which is located here https://www.triumphmotorcycles.co.uk...mph/contact-us and nick.bloor@triumph.co.uk who is the owner's son and the current CEO, from https://www.ceoemail.com/s.php?id=ceo-81004 If you prefer to try Triumph India, it appears this person is the top guy currently : https://www.linkedin.com/in/shoeb-fa...alSubdomain=in https://twitter.com/shoebfarooq?lang=en https://www.facebook.com/shoeb.farooq.3 All the best. Hope your issues are resolved soon. Cheers, FourWheelDrift |
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