PART 2 - The Bad part
Everything about the day went well and good until it was time to charge the vehicle…
I plugged in the charging port to the vehicle and it was showing “Not Charging” or “Charging Completed”. I immediately called up customer care and they told me to do some troubleshooting (vehicle shutdown, reset/test charger, plugin-plug etc.). Nothing worked!!! They told me to wait for 30 mins and try the same process again but it was of no use…
I called them up again around 4 pm and told that nothing worked and my Ather isn’t charging. They told they’ll get back in 30 mins again and after 30 mins they called up and told that the charger is faulty and they’ll replace it on Monday (I took the delivery on Saturday). I was distraught, First day of the delivery the charger isn’t working and I had only 20 km worth charge (Eco) in the battery and I had to take the vehicle to Pooja at the temple at evening. I didn’t know how to explain this to my dad, my friends who came up to my home asking for a ride and my cousin who stays near my home whom I was boasting about the vehicle all these months. I didn’t have any other option to object them from using the vehicle until Monday 6:00 PM.
Another problem with the charging was, The Ather Dot was a bit far to connect to the vehicle. I could move the vehicle closer to Dot and charge but that would completely block the passage with no room to walk. I wasn’t there on the day of installation and my dad used another scooter to estimate the distance and that’s where the mistake happened, Ather bends way too much on the side stand and that scooter didn’t!
The passage will block if I move the vehicle any further and If I have to charge it I have to move till the cylinder area.
Since they were replacing the Dot on Monday, I called up customer care to request to move the dot by 1 - 1.5 meter.
The request was to move the dot from left side of the window to right side of the window.
!
Overview of distance between left side and right side
My dad told that he will talk to them and I requested for a Kannada speaking person and they called back. He told that extra charge will be applicable and the charge was around 150 per meter of wiring, The wiring and charger has already been invoiced and rewiring will cost extra charges . This is when I lost it, I had paid them 1800 as installation charges and they sent me a faulty charger which I never used to charge and they invoiced a faulty charger and when I request for shifting it by 1m they are gonna charge me extra cost again.
My dad didn’t know and still has no idea that I paid this extra 1800 for installation.
My dad politely asked simple logic:
You are anyway replacing the charger, So why not replace the whole setup starting from wiring since the mistake has happened from your end?
The guy told, we wont replace the wiring, we will only replace the Dot and wiring will remain intact while we change the Dot.
We will bring the wire and give it to you, Will you join that wire with the current one and move the charger when you visit on Monday ?
The guy replied, No sir, that’s not possible because the person who installs the Dot and the person who does wiring are entirely different and the wiring person won’t be coming on Monday. And, Joining the wire you bring is not advisable! We won’t even do 1 meter of wiring by attaching a wire, we’ll do wiring only from scratch we wont attach or join wires!
We’ll replace the charger on Monday and it will definitely work, after that if you wan’t to extend attach or join wire you can do it with the help of local technician, we won’t do such things, we’ll only do the wiring from scratch.
My dad lost his cool when he said these words because those idiots who did wiring had joined two wires when they first did the installation, they didn’t even bring insulation tape it seems so they took from us and never cared to return the tape (Its just Rs.20 but they call themselves as electricians) and I didn’t know any of this until he told me after the call. If Ather doesn’t do any such things why did they join 2 wires when they installed my charger despite paying the installation charges?
He lost his temper and blasted the customer executive, after he hung up the call and asked what kind of company is this? How do they have separate wiring and installation team? If they are lying like this on first day itself and how do you trust these people? give 1 star feedback to them, if they are not gonna shift the charger throw that bike and charger away, we should blame ourselves for buying this kind of vehicle.
(My dad didn’t know and still has no idea that I paid this extra 1800 for installation.)
I didn’t have answer for any of this because I was the one who convinced him for 3 months like an Idiot,
Next day I took the vehicle to nearby temple since there was very low range and parked it after coming back. I spent the whole Sunday regretting the decision of buying this vehicle. For the first time in my life I was really hoping Sunday to get over and Monday to come as soon as possible.
Well, Monday came and I got a call from them around 6 PM and I usually reach home at 7 PM so I told my dad that they have come to replace the charger and he went to home with his friend. I reached around 7 PM, one person had come and was checking the faulty charger and I stood there. He removed the faulty charger, unboxed a new one and installed it. He tried to plug in the new charger to vehicle and it wasn’t plugging in! He applied a little pressure and it went halfway and he told to switch on the charger and it wasn’t charging.
He removed the whole circuit again and reinstalled it and tried again but it didn’t work. The guy was checking charging holes and comparing it with old one taking photo and sending it to Ather team but didn’t say anything. After 30 mins or so I checked the charging plug holes on the new charger and compared it with the old one and guess what?
THERE WAS NO COIL TO PASS THE CURRENT IN ONE OF THE HOLES IN THE NEW CHARGER, THEY SENT A FAULTY CHARGER YET AGAIN!
How it was supposed to be (Old one)
The new one they had sent (I coil missing in those three big rings)
I asked him one of the coil isn’t there and only then he acknowledged that it was faulty. My dad’s friend looked and me and smiled. My dad didn’t tell a word and went inside the home. I was pissed, Any person would be… I called the customer care I don’t even remember whatever I talked at that time. I requested an invoice for Installation charges asked again for the replacement starting from wiring (which they obviously rejected).
I got a call next day, they told sorry again and ensured again they’ll install a new charger which will definitely work, regarding new wiring they told they will charge for wiring along with revisiting charges of Rs.1600. I just told them to put a new charger and couldn’t care about anything other than that, They came and installed a working condition charger and went that day I put it up for charging and switched it off at night.
30-11-2019 I got my vehicle and 4-12-2019 my dad rode it for the first time. Just imagine the situation I was facing!
Convincing three months to buy an entirely new brand of vehicle which came up into production only an year back that costs whopping Rs.1.14 lakh, that too an electric vehicle which is usually not preferred in the current time, waiting for four months to get it delivered, ensuring family that it’ll be worth the wait, telling friends that I made a good choice and advising them to buy this vehicle, and after all this facing this kind of experience.
August 8th I was very happy and excited, November 30 - Dec 4 were the worst days!
I am least happy with my purchase, I don’t know how many days it’ll take to build the trust on this vehicle and the company.
I think I will never recommend anyone to buy an Ather until I feel it’s worth trusting.
I was planning to buy a Husqvarna , too bad my dad is never gonna approve due to the experience that we had by buying a new brand vehicle that has come out!
I wanted to share this in the forum to get this into Ather team’s attention. I hope no other owner faces this situation in the future.
Please ensure that NO OTHER PERSON SHOULD FACE THIS KIND OF SITUATION EVER AGAIN.
Here are some points I would like to make here:
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I know mine is a rare case but please ensure this doesn’t happen to another owner.
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Again rare case, Shouldn’t chargers be checked before installation as one Dot charger is mapped only one vehicle ? And if possible, Dot charger can be installed on or the day before delivery to ensure there are no errors in mapping?
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Ather Dot was introduced 15 days after I did my preorder and just like me there are many customers who didn’t know about the charger or the installation charges. This is a very bad practice as Dot charger should have been applicable only to the owners who preordered after it was introduced or you could have made it mandatory for the next batch of preorders.
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Ather reduced the length of wiring that they used to offer for wiring from 20 meters to 5 meters. This is ridiculous because people who ordered would have estimated the expenses before they preorder. If you charge Rs.150 per meter only for wiring and a owner needs extra 10 meters, there is lot of extra expenses involved i.e. Rs.1800(installation) + Rs.1500 (wiring).
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The charging time has gone up to 4 - 5 hours, I know this was done to improve battery life but we can’t charge during daytime or when in emergency as it will take a lot of time and this also forces the owners to do overnight charging everyday which isn’t a good idea!
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If at all I had not paid the installation charges and installed the charger with the help of local electrician, would Ather take responsibility of the faulty charger that they had given to me ? ( I am pretty much sure that they would never take the responsibility and replied that "we had recommended you to get the installation done by Ather technicians, your local technician has got the wiring wrong and it became faulty and you have to pay up extra for the new charger and the installation" . This situation forces all the owners to get the charger installed only by Ather technicians which implies that the installation charges are infact not optional at all
I will be still active in this forum because, this forum was the reason I bought this vehicle. I will share my first ride impressions, ownership experiences etc.
I wanted to participate in the owners meet but it too far for me so, charging and range would be an issue.
I hope my Ather compensates one day for the experience I had,
Cheers!