For motorcycle enthusiasts, choosing the perfect bike is akin to finding true love. Many of you might be leaning towards Triumph motorcycles. If are considering buying a Triumph motorcycle in India you should be aware of poor after-sales service and customer support, which have been a major source of frustration for many Triumph owners in the country.
The Troubling Reality of Triumph Motorcycles in India
Owning a superbike is a dream for many, and while some work hard to achieve that dream, they expect excellent after-sales service and technical support. Unfortunately, for those considering Triumph motorcycles in India, there have been a significant number of complaints regarding the after-sales service and the competence of the technicians. Numerous Triumph owners across the country have voiced their dissatisfaction with the brand’s service centers, and many have taken to social media to share their grievances. Despite responses from the company’s official handle on social media, many customers feel that their concerns go unaddressed.
Profit Over Service: A Concerning Trend
Triumph India’s focus seems to be on selling motorcycles, but the same level of commitment is not reflected in their approach to after-sales service, availability of spare parts, or ensuring customer satisfaction. Once a customer takes delivery of their motorcycle, they often feel left on their own.
One particularly alarming case involved ‘Keerthi Triumph,’ a dealer in Bengaluru, known for misleading customers, damaging bikes, and providing subpar service.
A Customer’s Nightmare
An incident in Bengaluru serves as a grim example of the challenges faced by Triumph owners in India. A Triumph Daytona 675R owner shared his ordeal on the XBHP forum. According to the owner, his motorcycle had been at the Keerthi Triumph Bangalore service center for a staggering 13 months due to serious issues. He had initially reported starting problems and a sticky clutch. The motorcycle was eventually returned with a hefty bill of Rs 60,000 in January 2022.
“I asked for a replacement starter motor, frustrated with the bike stranding me on the ride in the middle of nowhere, and to check the clutch assembly and change the clutch cable. The bike was released with a Rs 60,000 bill in Jan 2022,” Ravinandana wrote on the forum.
The Never-Ending Saga
Soon after the costly repair, the owner took the bike for a ride, but it barely lasted 100 kilometers before the clutch disintegrated on a highway. This terrifying incident occurred at night, in the midst of COVID-19 curfew restrictions.
“I was told that the entire clutch assembly had disintegrated and needed to be replaced.” He added further, “After a week, I was told that it was a timing belt issue which needed to be replaced, and it was replaced,” Ravinandana wrote while sharing his experience.
The owner was billed another Rs 90,000, only to encounter further issues after a mere 3 kilometers of riding. The next morning, the bike was again towed by the service center. After that, the service guys made a huge estimated bill of Rs 2 lakh, which didn’t include the labor. In the service center, there were technicians, but no one answered the questions that were asked by the bike owner.
Triumph India’s Response: A Disappointing Silence
Despite efforts to engage with both Keerthi Triumph and Triumph India, the owner faced a frustrating blame game. Parts were replaced, costs escalated, and bills multiplied. The ordeal continued without any resolution or clarity from Triumph India.
“They get the head assembly back from the lathe and say it is up to the standard dimensions, and they will re-assemble the bike. I told her that the bike would be taken for a long test drive to make sure there were no more problems, and then I would be updated.
This is followed by radio silence.”
Post this, the owner tried connecting with Keerthi Triumph and Triumph India, but ultimately, the authorities tried pushing the blame on the owner. “All parts are received, and the bike is assembled. I got a call back saying that there is some crankshaft imbalance. They will consult Triumph India and get back to me. I got a call back subsequently saying the case was discussed with Triumph India, and has been advised to replace the entire crankshaft assembly, and they will order those parts. More delays and more escalating costs and bills.”
Triumph India is the one who has to take the responsibility to provide better service and after-sales experience to the owner. People are paying lakhs of rupees to buy a motorcycle, and this kind of treatment is really disheartening.
These issues are not isolated incidents. Prominent content creators in Mumbai have also faced similar problems with Triumph’s service centers. According to them, the service center tampered with their bikes intentionally to inflate service charges. This alarming trend underscores the need for better service and customer support from Triumph India.
Customers expressing displeasure with Triumph India on Social Media
My Personal Experience With Triumph Service Center
I proudly own a Triumph Tiger 900 Rally Pro. It’s a bike that’s just six months old, and I’ve driven it for about 1200 kilometers. Right after taking delivery, I realized there was a fitment issue at the front fork that had caused my mudguard to break. So, I immediately got in touch with the Keerthi Triumph service center and explained the whole situation. Initially, the service folks convinced me that it was a manufacturing defect and could be covered under warranty. However, to my disappointment, a month later, they informed me that the company had rejected the claim without giving any reason.
Later, I was told that the company considered the damage to be external, even though it was clearly caused by the fitment issue. I tried reaching out to the Triumph India team through social media, and they did call me, but unfortunately, the issue was never resolved.
A Recommendation for Motorcycle Enthusiasts
Given the experiences shared, the article suggests that potential buyers of superbikes should consider other brands like BMW, Ducati, Honda, Kawasaki, and others that offer more reliable after-sales service and prioritize customer satisfaction. Triumph India’s track record in addressing customer concerns appears to be a cause for concern, raising doubts about the brand’s commitment to its customers.
Final Thoughts
This cautionary tale serves as a stark reminder that purchasing a motorcycle, especially a high-end one, involves more than just the thrill of the ride. It’s essential to factor in the brand’s after-sales support and service quality to ensure a fulfilling and worry-free ownership experience. In the case of Triumph motorcycles in India, prospective buyers may want to think twice and explore alternatives that prioritize customer satisfaction.
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