This is what I mailed to Ather last year when I got the delivery of my Gen 3.1,
Subject: Delivery feedback-Lack of communication and high ODO
The Vasai dealer had scheduled the delivery on 3rd April and marked it delivered as well. But there was no communication from them.
When I asked for the delivery at the morning of 6th April they told me to come at the evening. And in that time they drove the vehicle all they way from Kasheli, Thane to Vasai.
Because when it got linked to my account, the last synced location was Kasheli 6 days ago, and had a ODO of 7km.
And now when it got delivered I could see the ride stat of a ride from Kasheli to Vasai of 34km. And the ODO was 41km at the time of the delivery.
The overall communication was not good.
When I purchased my first Ather from Kamal Motors, Khar they were very good.
But this time the experience from JG ENTERPRISES, Vasai was not that impressive. They weren’t actively interested, I had to follow up with them on every step, they didn’t inform me with anything.
And on our Vasai WhatsApp group many people have had similar experience.
I got a call from someone from the dealership I guess, and she said, since there was no other delivery scheduled on that day we had to ride it, and this is what we always do as we can’t transport a single scooter.
And this was their reply to the mail,
Hi Siddhant,
Greetings from Ather Energy! Hope you and your family are doing well.
Thank you for your patience, We always aim to deliver a great experience, and we are gutted when we don’t meet expectations. Also would like to inform you that since there were no deliveries scheduled for the day which is the reason why the delivery team had to ride the vehicle.
Kindly give us an opportunity to assist you better in this regard. Your time is valuable to us as well. We do not believe in compromising and also we want to keep the consistency in our product quality and give the experience that many users have enjoyed.
We will use the feedback to make us better and to ensure this doesn’t happen again.
Good day!
Regards,
To which I said, I understand that it won’t be feasible to ship one scooter, but if it’s marked as ready to deliver then it should be at the final delivery location in the first place. If you had clear communication with me I was ready to take the delivery on some further date.
Another thing which I didn’t mention in the email was stickers,
When we went to take the delivery, first of all, they cleaned the tyres because it was driven 34 km. Then we had to ask again for all the accessories which we already mentioned and paid while booking the scooter.
Then they were ready to deliver, when I had to ask about the 450x stickers (smaller old ones, not what you get with Gen 4), the colour of my scooter is Cosmic Black. The stickers they stuck were Yellow, upon asking they said these are the correct stickers, we stick these only.
There was no other scooter at that time with the same colour and I didn’t check anywhere. After some days when I saw another with matching blue stickers. Also, they placed the stickers some distance above where it actually supposed to go.
I remember somewhere I recently saw @tarun saying why their stores are called Experience Centres, ‘It’s where you get to experience the product & get answers to all of your questions.’
I strongly disagree with that. Most of their employees don’t know how half of the stuff works, enthusiasts know more than them.
