Wednesday, October 14, 2009

Two wheeler service - Can't escape from those long lines and hours of waiting

I spent nearly 2+ hours this week to get my new Honda Aviator serviced (Note: This is just the drop-off & pick-up time. Doesn't include the time taken to service the vehicle). I've read from forums that Honda Service in India, is pretty bad. I went through that experience for the first time. Here is how the story goes.

This week, my Honda Aviator said it is ready for its first service. I called JSP Honda on Saturday and they recommended me to bring the vehicle on a week day. I decided to take my vehicle on Monday morning right when they open, so that, I can avoid a long queue. I reached the service station sharp at 7.30 am. To my surprise, there were about 30 other folks, waiting with their 2 wheelers, already. Also, the place in which the customers were asked to line up with their vehicles was very untidy and unhygienic. There were broken bottles, piles of trash including worn out sleeping mats, and some smell of urine. I don't know why nobody whined about the pathetic condition of that place.

The service engineers(?), came with their notepads at about 7.45 am. They started taking down details related to the vehicle and the service requirements, from the waiting customers. By the time my turn came, it was about 8.15 am. I finished the formalities and handed over my vehicle key to the service engineer. I wanted to complain regarding the untidy state of the location in which the customers have to wait, to handover their vehicles. Unfortunately, none of the administrative staff were available that early in the morning. So, I came out and took a share auto to work. I spent about 1 hour to just leave my vehicle for service.

In the evening, I got a call from a lady rep saying that my vehicle was ready for pick-up. I went to the service center by 5.30 pm. I was told that my 'paper work' is not ready and I was asked to wait. While I was waiting, I met the Service Center Manager and complained to him regarding the unhygienic condition of the location where the vehicles are 'received' from the customer. I also filled a formal 'complaint' form and handed it over to him. He appreciated the feedback and told that necessary action will be taken. I'm hoping that the facility will be clean when I go for my next service. It took another 30 minutes for my paper work to be available. I was charged Rs.150 for the first service (though it is technically free, but they charge for oil and other things). I had reported about 3 issues in the morning. I asked the person in the counter regarding the status of the 3 issues that I reported. The response was "most likely the issues would've been fixed, Sir! Otherwise, they would've made a note in the report". It took me an hour to get my vehicle and leave.

I hadn't owned any vehicle previously, in India. So, I was quite surprised with the amount of time someone has to spend in the service center just to drop the vehicle & pick it up from service. Hopefully, somebody will minimize the waiting time in the service centers with a magic wand.

Also read:

Got the two wheeler driving license - after hours of waiting

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