Harshit M. reports a serious chassis defect in his Royal Enfield Classic 350 BSIV (2017) and highlights lack of resolution despite repeated escalations. Read full details on Choice4Voice.com
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Complaint Summary : Harshit M. Complaint Against Royal Enfield – Classic 350 Broken Chassis & Manufacturing Defect
| Field | Details |
|---|---|
| Complainant Name | Harshit M. |
| Email ID | Not Provided |
| Complaint Type | Manufacturing Defect / Service Delay |
| Company/Brand | Royal Enfield |
| Product | Royal Enfield Classic 350 (2017 BSIV) |
| Issue Description | Broken chassis – known manufacturing defect. Despite repeated complaints, Royal Enfield has not provided a replacement. |
| Case ID | CAS-92133504-Z5W4Q1 |
| Service Center Location | Lucknow, Uttar Pradesh, India |
| Date of First Complaint | 16th August 2025 |
| Follow-up Attempts | 18th August, 1st September, and multiple reminders |
| Action Requested | Free chassis replacement and acknowledgment of defect as per other cases resolved by Royal Enfield. |
Case Background
Consumer Harshit M., Delivery Head (MMP Offers Available), owns a Royal Enfield Classic 350 (2017 BSIV model).
- The motorcycle developed a broken chassis, a serious safety defect already reported by other Classic 350 owners of the same batch.
- Royal Enfield service centers in Lucknow confirmed that chassis replacements were done for other customers — but only with company approval.
- Despite escalating through official channels, Harshit’s case has been stuck in an endless loop of “case escalated” responses without real action.
This delay not only causes inconvenience but also poses grave safety risks to the rider.
Timeline of Events
- 16th August 2025 – Issue first reported to Royal Enfield. Case ID: CAS-92133504-Z5W4Q1.
- 18th August 2025 – Follow-up made; told the case was “escalated.”
- 1st September 2025 – Contacted again; falsely informed that Royal Enfield had tried to call him (no such call received).
- 2nd–4th September 2025 – Continuous follow-ups; only repetitive replies of “case escalated.”
Core Issues Raised
- Known Manufacturing Defect Ignored
- Other customers with the same batch got chassis replaced free of cost.
- Safety Hazard
- A broken chassis can cause accidents, injuries, and even fatalities.
- Poor Customer Service
- False claims of contacting the customer.
- Endless loop of “escalation” without action.
- Accountability Gap
- Service centers say only Royal Enfield HQ can approve replacement.
- Royal Enfield HQ has not taken timely responsibility.
Safety Implications
- A chassis failure compromises the entire structural integrity of the motorcycle.
- High risk of accidents at even moderate speeds.
- Riders using the same 2017 BSIV batch of Royal Enfield Classic 350 could be unknowingly riding unsafe bikes.
Legal & Consumer Rights Context
Under the Consumer Protection Act, 2019:
- Deficiency in Service (Section 2(11)) – Delay and negligence in handling a known defect qualifies.
- Product Liability (Chapter VI) – Manufacturers are responsible for defects that cause harm due to poor design or quality.
- Unfair Trade Practice (Section 2(47)) – Failing to disclose known defects amounts to unfair practice.
Additionally, Bureau of Indian Standards (BIS) and Motor Vehicles Act mandate that manufacturers ensure vehicle safety.
👉 If a known defect exists, Royal Enfield is legally bound to recall or replace the defective chassis free of cost.
Choice4Voice.com Analysis
- Pattern of Complaints – Multiple customers from the same batch have faced chassis failures.
- Corporate Negligence – Instead of a proactive recall, the company waits for individual complaints.
- Consumer Impact – Customers face not only monetary loss but life-threatening risks.
Steps Harshit M. Can Take
- Escalate to Royal Enfield Grievance Redressal Officer
- Send all documents and service center confirmations.
- Approach National Consumer Helpline (NCH)
- Register complaint under “Product Safety Defect.”
- File Complaint with Ministry of Road Transport & Highways (MoRTH)
- Vehicle safety is under their jurisdiction.
- Approach Consumer Court
- Demand chassis replacement, compensation for harassment, and safety negligence.
Alternative Motorcycles in the Segment
If Royal Enfield fails to act, customers may consider safer and more reliable alternatives in the 300–400cc segment:
- Honda H’ness CB350
- Jawa 42
- Yezdi Roadster
- Bajaj Dominar 400
Frequently Asked Questions (FAQs)
Q1: Is chassis failure a common issue with Royal Enfield Classic 350?
Yes. Multiple riders of the 2017 BSIV batch have reported similar failures.
Q2: Can a broken chassis be repaired?
No. A chassis must be replaced; welding is unsafe and illegal in many cases.
Q3: Who bears the cost of replacement if it’s a manufacturing defect?
The manufacturer (Royal Enfield) must provide it free of cost.
Q4: How long should it take for Royal Enfield to resolve such cases?
Generally, within 15–30 days of complaint registration.
Q5: Can the customer ride the bike until replaced?
No. Riding with a broken chassis is extremely dangerous.
Q6: What legal action can be taken against Royal Enfield?
- File a consumer court case for refund/replacement + compensation.
- File a product liability claim under CPA, 2019.
Q7: Has Royal Enfield ever issued recalls for chassis defects?
Yes. In past instances, they replaced defective parts for certain batches.
Q8: How can other riders check if their bike is affected?
By contacting Royal Enfield service center with the chassis number.
Q9: What if the company keeps delaying resolution?
Escalate to Consumer Forum, NCH, and MoRTH simultaneously.
Q10: How can Choice4Voice.com help?
By giving this case public visibility, putting pressure on Royal Enfield, and guiding consumers with legal remedies.
✅ If you are also facing a similar issue with Royal Enfield or any other vehicle manufacturer, submit your complaint on Choice4Voice.com. We ensure your case gets maximum attention and pressure on companies for faster resolution.
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