It happened close to my house, so I was able to push my Interceptor 650 back home & park it safely.
BHPian NTO recently shared this with other enthusiasts.
I purchased 3 years RSA along with the motorcycle since I planned to tour extensively on my Interceptor.
I met with the inevitable, a puncture on the rear wheel of my Interceptor on Saturday 12th February. I was close to my house so, I took all the strength in my body to push the bike back home and parked it safely. Since I had the Roadside Assistance package, I called the toll free number.
Surprise, Surprise, my phone number was not linked to the RSA and they asked me to read the chassis number. Post this, I got a confirmation of the available RSA facility and the RSA team agreed to help. The complaint registration process was a long and strenuous one and took close to 30 minutes.
The RSA request was directed to Rudraa Motors, Anna Nagar, Chennai, the dealership from where I bought the motorcycle. Two gentlemen from Rudraa visited, removed the wheel and took it to a nearby puncture shop to get it repaired. Apparently, the nail that got in tore the tube in multiple places and the tube had to be replaced. These gentlemen, returned the wheel, without fixing it, took the tube with them and left. They said that it will be replaced by the very next day, the 13th of February.
On the 13th, post afternoon, I contacted Rudraa motors to follow up regarding this and they said that the spares department is closed on Sunday and hence the replacement will happen on Monday, 14th of February.
On the 14th of February, I contacted Rudraa motors again and they said that they are looking to source a compatible tube and would get it replaced the very same day.
On the 15th, I again called them to get the same response. I called the Royal Enfield Toll Free number, 18002100007 to register a complaint regarding this issue. The gentleman who spoke assured me that this issue would be resolved immediately. However, it is not resolved yet.
Today, on the 16th, I called the toll free number to see the status of the complaint and the action taken. They have linked me to the local territory service manager, Mr Surya. He spoke to the dealership, collected all the necessary information and suggested that they will get this fixed by today if the Tube is available or, they will place an order with Ceat and get it replaced within two days.
Now, I have purchased a flagship model (as of now) from Royal Enfield and their RSA takes over 5 days (not sure how many more) to fix something as simple as a punctured tube. I would not have minded if the part that failed was something more complex and needed back-ordering etc. It is a simple puncture and this is how I (a customer) am taken for granted by Royal Enfield.
I myself could pick up a spanner, buy a new tube and get it fixed. I have toured extensively on motorcycles and I have sufficient training on basic and emergency vehicle maintenance. But:
- What if I was not trained?
- What if I was in a similar situation in the middle of nowhere?
- What if I was in dangerous territory?
- What if all of the above happened to a lady riding a Royal Enfield?
- Would Royal Enfield still be this lethargic?
I do not want to fix this on my own and want to wait and see how Royal Enfield responds and also bring awareness amongst the many Royal Enfield Enthusiasts here.
Here’s what BHPian am1m had to say on the matter:
While I’m not a fan of RE service- I’ve had several bad experiences with that with my bike since 2007, but IMHO it is better not to depend on any service brand for something like a puncture and better to get it done yourself. I’m not trying to say don’t hold RE accountable, if this is something covered under the RSA package that you have paid for, then by all means take it up with them. But as a practical thing, for something like a puncture, better to handle it rather than keeping the bike unused for that. Just an opinion.
Again, while roadside assistance packages are good to have, practically it is better to know how to do the simple stuff like changing a tube, changing cables before attempting to tour on a bike to remote places solo. (I know you mentioned that you already know how to, just posting this point in general).
Keyword: 5 days & counting to fix a puncture by Royal Enfield RSA