So after a gap of 10-11 years I decided I need a 2 wheeler again, was looking for options and then decided on Ather and was speaking to a friend and he said he has pre ordered but he doesn’t want to, so after checking his order, I found that he is eligible for Series 1 so he requested the order be moved over to me and it took a week or so to move it post which I took couple of days and make the payment on 27th May, I was hoping the moment lockdown was lifted and may be a week or so I receive the vehcile but no communication from the team, luckily my friend stays near the indiranagar ather space and I asked him to go and check, he met a very nice person called Praneeth there who called me after taking my order details and mentioned that I need to sign papers, I signed and sent it to him and he kindly followed up and at a point it went for registration, initially I had asked for any number but later I changed my mind and Praneeth and another guy from customer care Souvik kindly help me to make sure I get the call from the RTO guy to select a number, finally on 1st July the registration completed and got delivery on 8th, delivery person was Luke warm at best, he wasn’t confidence instilling guy, first thing he asked me is if I want to learn about vechile or its ok to skip?!? I had watched many videos and was active here also so I knew a lot of things, the way he asked me, I thought it’s better not to ask him anything so I just let it go… I asked him Series 1 T-shirt and he said he isn’t sure and don’t know, asked him service pro for a year by default and he said he doesn’t know… He gave me the charger box!!! I was under impression that after I pay 2200 for installation, It would be sent home with the person coming to install and I wasn’t made aware I had to carry it in bike which I just took delivery of…luckily my friend was with me and he carried it for me to a point, but it’s really uncomfortable taking delivery of a new vehcile which you need to get used to riding and additionally keep a big box in front and ride (I’m 6"2), from there I straight went to ather indiranagar as I wanted a portable charget and I was informed I’ll be able to buy immediately, once I reach there and speak to a guy called teja he said sorry out of stock, come after 2 weeks!!! Is this 2 weeks a standard time frame given to any issues which arises? I have seen this 2 weeks ETA on multiple posts in forum, it feels like it’s a standard excuse…
The mirrors - both sides the screw was very lose, the left mirror was quite lose and one screw was almost falling off - I have fixed this as its simple issue but worth mentioning for Quality control and check
Anyways after all this, I’m happy to report the 450x has exceeded my expectations ONLY in ride quality, handling and the rest at it works, there are soo many bugs and issues which I’m not sure how to get them resolved
I’ll try to list the ones which aren’t solved yet and I’m skeptical with sending an email to care team as the refund request for FAME II and cancelation of DOT installation, they haven’t replied from 2 days now…
Pending issues
- Series 1 perks - will I still get the T-shirt?
- How and when the Service pro for a year will be enabled?
- FAME II refund of 14500
- DOT installation cancelation request pending
- Dash board restarting atleast 2-3 times a day - I’m riding daily
- Maps - I can’t believe it has soo many glitches it just resets itself and stops working
- Maps - unable to search location in the vehicle - but in app able to see
- Maps - why won’t it reroute if i take a different route? Everytime it fails, every single time - I have the pro subscription of connected services which I paid for
- Maps - traffic data? If this is paid thingy which ather is paying to Google, is it that difficult? Or expensive? Then just let us mirror our phone and we will use it from phone like android auto
Overall my experience has been on negative side except the vehicle itself and expectations has been neither positive and not too negative as of now, because I understand the covid impact, lockdown etc but somewhere you have little hope that things may move quickly but it has its own pace, I haven’t followed Ather as company for long so I can’t comment on how the past experiences for you’ll have been, but I’m sure if I had gone for a ICE vehcile it won’t be this bad experience as they are all well established companies
I really hope someone from care team or community manager helps me solving the above issues
Finally a huge shout out to Praneeth from Ather space indiranagar for all the help and support
Excuse the spelling mistakes or if the story isn’t written well not a good writer
Thanks for reading
Edit - I work in an industry where customer experience is of utmost importance, so I’ll expect the same