Has Royal Enfield stopped selling parts over the counter?

I wanted to buy the old Himalayan accessory handlebar for my Dominar.

BHPian sole_rider recently shared this with other enthusiasts.

I wanted to buy the old Himalayan accessory handlebar for my Dominar. I had it on my previous Himalayan and I didn't remove the handlebar when I sold the bike. That was one of my blunders I had done in my life.

Now coming back to the topic of RE not selling the parts, I first went to Avahan motors, Kalyan nagar for the handlebar since this is the closest to my place. Also I had a very pleasant experience when I went there for the new Himalayan test ride a few days ago. They didn't have the accessory handlebar in stock in their showroom and I was told to visit their service center at Horamavu(near to Kalyani Nexa). The guy at the parts section told me they don't have it and I should go back to the showroom. I knew this is not going to end up well.

Come the next day, I was at their service center again. Now instead of going to the parts section I asked an SA about it. He advised me to go to company store at BTM.

I was at the company srore the next day. And I bought the accessory handlebar from the showroom. I was happy for two things - 1. I got the handlebar. 2 - it has threaded boses at either ends instead of just holes. So now I can put in normal bar end weights instead of paying 1200 for RE's fancy bar ends.

So for these bar end weights I went to their service center/spare parts section in the next building. Unfortunately it was at 2:00 in the noon. So I decided to visit their clumsy looking parts section till their lunch break is over. I patiently waited outside. Then finally at 2:40 someone showed up. I asked them if they have the bar ends and the handlebar grips in stock. They confirmed it is in stock. He then asked me if my bike is in the service center. To which I answered no. Then he dropped the shocker - he cannot sell parts over the counter. RE had advised them to stop selling parts over the counter. So shocked to hear this, I called the RE customer care tollfree number. The lady who answered the call confirmed this. I asked her then what is the use of all these DIY videos on the YouTube on RE's channel if they can't sell parts over the counter to a customer. It's her reply to this question is what surprised me the most. She said I can order parts online. Till this moment I didn't have any idea such a website existed. I said ok, thank you for your assistance, hung up the call thanked the rude person at the counter and left the scene embarrassed a little.

I wanted to confirm this. So I went back to the showroom and met the same who sold the handlebar to me. He said it's true sir, they can't sell parts outside. It is based on a new directive from RE. He also told that I can get parts from other service centers except company stores.

So the next day I went to Accelerate motors at Kengeri. Here, one lady who was sitting at the reception of the service centre came to the parts section and searched for the parts. Unsurprisingly the handlebar grips and bar end weights were not there. I was told to go their Rajarajeswari outlet for the parts. I didn't waste any time. After about 45 minutes, I was at their service center. The person at the spare parts counter said they have all the items in stock. I was relieved. Then he asked me whether I have brought my bike to the SC? To which I replied no, I was planning to install it by myself. He said sorry sir, we can't sell parts outside. He also advised me that I shouldn't have wasted all my time going to different RE service centers instead I should have directly gone to their genuine parts distributor - Fixwell motors at JC road. I thanked him and left the scene. I was at Fixwell motors by 5:45pm. I aksed about the parts, the lady brought everything to the counter. I wanted to buy the allen bolts also. She brought that as well. Not only I got everything from the shop, she gave me 30 rupees discount also.

I don't know where this goes. When I had the Himalayan I could get everything from all the service centers in Eranakulam. Though most of the times I was at their parts distributor - JR Sons.

I despise manufacturerers who don't sell parts over the counter to the customers who wanted to do some maintenance on their bikes. I see this as a denial of the customer's right to repair.

PS: I have not written any emails to RE yet to get it confirmed. Other than what I got it over the call from someone at their customer care. This why I used the term 'allegedly' in the subject. Anyone who has contacts at RE can get it confirmed.

Here's what BHPian niel.jericho had to say on the matter:

sole_rider, I too had a similar experience with the company store a few weeks ago, as I have detailed here (Royal Enfield Continental GT 535 : Ownership Review (32,000 km and 9 years)) . My final outcome was a little different though. If you are firm and stand your ground, they will change their tune and sell it to you. God knows why the Royal Enfield company SVC (of all the places!) makes life so difficult for customers.

Here's what BHPian kaushalswarup had to say on the matter:

Fixwell motors are the official distributors for parts of RE.

The guy who owns & runs it, Avinash, is a biker as well and a nice chap.

There are many ASCs that get their parts from Fixwell itself, as these guys are the distributors and get parts directly from RE.

It’s funny to see that ASCs aren’t willing to sell parts. I think it’s their way of trying to reduce customers getting their bikes serviced outside/DIY.

A few emails from irritated/concerned customers should hopefully make RE take the right steps.

Here's what BHPian setaniket had to say on the matter:

This likely would be aberration, none of the service centres in Delhi/NCR refuse to sell spares OTC as long as there is stock. Figuring out stock position is a pain, I had to write email to RE customer service with INT part numbers to help to figure out service centre having stock.

Interestingly, took Inty for service on 26/12, the lady handling appointments requested to call her directly for placing orders for spares. The service advisor was happy to take orders for OTC sale of alloys.

Here's what BHPian ostrish had to say on the matter:

I don’t know if it’s a matter of policy but have always faced the same issue.

Went to buy a Himalayan windshield. They refused to sell it to me OTC, said they would be willing to sell it to me only if the ASC installed it. I agreed.

Of course a few minutes later the ASC folks realised I have an INT650 and they couldn’t install the windshield. Told them to either figure it out or sell me the damn windshield, at which point they sold it to me.

Could have just saved me all these gymnastics and sold it in the first place.

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