Based on my first hand experience with one of the Castrol BikeZones service centres I thought I would share this with my fellow service users.. I gave my  Suzuki Fiero Bike for servicing at the Gautam Auto Riders of Castrol at Musheerabad, Hyderanbad.

I took the bike on 8th Mar 2008 to the centre and I was asked to  bring it on 9th Mar at 9 AM,  since they had many bikes to service by that time. When I reached at the assigned time on 9th Mar there was none except the receptionist at the service centre. The only reply she could give me was that the Supervisor had not come. After waiting for about 20 minutes, the Supervisor arrived and after a test drive, he pointed out the jobs to be done. I agreed to those and signed on the job card. I also mentioned that they should replace the CC Cap and also a broken front side indicator lense. Since the service involved replacement of Chain and Sprocket set which they did  not have in the stock they said the service would take one extra day.

On Monday I called up to know about the status and I was asked to come in the evening . When I reached at 7 PM, I found that they were still servicing it. When they said the vehicle was ready, I found the CC Cap was not provided nor the indicator lense and I pointed out the same. The reply was that it was not available.  I also noticed that the split pins on the front and rear axles are missing. They were there before giving for servicing. It appeared that the owner of the shop Mr Vishal is not even aware of the importance of either split pins or the CC Cap nor they had them in the stock..

I suggested they provide the split pins on the bike at my residence since it was their fault. The reply was that they would do if they can locate the house. Does the reply qualify to be a  world class service provider... How can they be ignorant of things like split pins?? How come they do not keep any thing in stock??? How come they don’t give bills for what they procure from out side markets and the brand used???

They lack in soft skills and customer orientation. Though there is an A/C machine in the customers lounge they never switched on…..  may be it is only to satisfy Castrol, being a Franchisee. I feel they have to go a long way to be qualified for “World Class” as far as this centre is concerned. .  Hope Castrol will more closely look at these aspects.

I shall be glad to receive feed back about other Castrol BikeZones in Hyderabad which may benefit  customers in choosing the right one.