Why Hero Motocorp’s five year warranty message doesn’t appeal me anymore!

I was recently going through a document titled, ‘How Social Interactions Enhance Customer Engagement Processes’ and came across this below graph that details the reasons why organizations are motivated to invest in Social Intelligence Tools. I am sure many of you would be aware of these tools, but in the interest of larger audience, let me briefly explain what these tools are meant for. These tools help brands dig any content that appears on the Internet around specific keywords. So, organizations with the help of these tools and effective choice of keywords try to mine conversations that are occurring about the brand and the organization. These conversations help organizations to take important decisions.

The below graph establishes the fact that as customers are active in the social media era, they voice their queries, concerns, grievances about a product / service comfortably on social media channels and hence it is inevitable for brands to listen these and respond them.

Social Intelligence Tool
Image Courtesy: Venture Beat

Alas! I recently had a terrible experience with one of the country’s largest brands – Hero Motocorp. I own a Hero Motocorp bike and went for regular service to their service station and had a miserable experience. The bike wasn’t even cleaned properly, the delivery was delayed by more than five hours and when I raised issue about proper servicing the shop floor mechanics misbehaved with me. One of the mechanics went to an extent of asking ‘are you buying bike for the first time?’, even though I had showed him and his supervisor the bullshit work that he had done throughout the day. There was no courteous / repenting feeling from their side, obviously hard to expect in this industry.

I expressed my concern on Twitter to check if the brand that promises to be ‘Desh Ki Dhadkan’ has a heart to feel the troubles of its customers.

 

But, here came the most shocking experience. Even after 10 days, the brand has not bothered to even acknowledge my concern.

This shows how even larger brands have just jumped the bandwagon of social media without respecting the basic fundamentals. It is insane on part of such large brands to have such careless social media behaviour.

Don’t you think Hero Motocorp should have acknowledged my concern and if not solved my problem, at least could have pacified me to avoid such a blogpost from me?

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Anandan

I am presently employed as Associate Director (Paid Media) at Performics.Resultrix, a Publicis Groupe company. Prior to this role I was employed with HCL Technologies as Senior Manger (Digital Marketing). My earlier digital marketing assignments were with ZenithOptimediaIndia (Publicis Groupe) and AdGlobal360. You can follow me on Twitter @anandan22 for all conversations on digital marketing.

2 thoughts on “Why Hero Motocorp’s five year warranty message doesn’t appeal me anymore!

  • November 12, 2013 at 18:12
    Permalink

    Dear Sir,
    I am nitesh kumar Singh From Varanasi ,(Uttar Pradesh). I purchased Passion Pro Vehicle dated on 16/05/2013,I am not satisfied with your service. After Servicing i have been facing many problems when i complaint about this to serice center they are all ignore my complaints without proper satisfaction when asked to the supervisor gave me rude answers.Even the Manager in the service center is very arrogant.When I asked them to change this defective part, they refused. I have complaint about the service done by M/S. U.S.AGRAWAL & CO.,D-64/135, SIGRA,VARANA and the unavailability of spare parts of hero passion pro i am facing this problem since last 2 months…every time they say parts are not available.I am very disappointed with hero brand and the quality of service provided to customers.. Hero is good name don’t let it get spoiled by this type of dealers and service centers… Looking forward to some strict action..to my complaint…..

    My Bike Reg No. UP65BK1831
    Engine No. HA10ENDHE38419
    Dealer’s Name And Address.
    M/S. U.S.AGRAWAL & CO.,
    D-64/135, SIGRA,VARANASI

    thank you
    Nitesh Kumar Singh

    Reply
    • November 12, 2013 at 18:30
      Permalink

      Hi Nitesh,

      I am in no way related to Hero Passion Pro. I am also one dis-satisfied customer of Hero Honda. Even, I had terrible service experience, which made me write this blogpost. But, sad story is that Hero is least bothered about all this.

      Reply

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