Hero Customer Care: How to Register a Two-Wheeler Complaint to Hero MotoCorp Ltd?

Hero MotoCorp Limited is an Indian multinational two-wheeler manufacturing company. It is one of the world’s largest motorcycle and scooter manufacturers with more than 45% of India’s total two-wheeler market share. Hero MotoCorp was founded in 1984 and is currently headquartered in New Delhi.

The parent company of the Hero MotoCorp is Hero Motors Company (HMC) and its subsidiary is Vida Electric Scooter. Hero offers an extensive product lineup from commuter motorcycles to premium bikes, scooters, and electric vehicles (EVs) across over 40 countries.

Various categories of products offered by Hero MotoCorp are:

• Commuter Motorcycles: Splendor, Passion, HF Deluxe, and Glamour
• Premium Motorcycles: Xtreme, Xpulse, Karizma, and Hunk
• Scooters: Xoom, Pleasure, Maestro, Destini, and Duet
• Electric Vehicles (EVs): Optima, Nyx, Photon, and Flash

Want to complain about motorcycles or scooters to Hero MotoCorp? Don’t worry, you can raise your concerns to the Hero customer service team. You can call the toll-free Hero MotoCorp customer care number, email with the vehicle number, or contact the concerned dealer.

Additionally, you may register an online complaint to Hero to resolve concerns related to vehicle (bike or scooter) warranty, service, spare parts, or maintenance.

Still not resolved? Customers can escalate the complaint or query to the Customer Service Manager of the Regional or Zonal Office, Hero MotoCorp. Further, you may escalate the disputed matter to the Corporate Office.

How to File a Complaint to Hero MotoCorp?

According to the customer service and maintenance policy of Hero MotoCorp, the complaint resolution mechanism has 3 levels. Customers can submit their grievances related to motorcycles, scooters, and EVs to the concerned officers of customer service departments at these levels.

Complaint Redressal Time Limit:

3 Levels of lodging a complaint:

• Level 1: Customer Care, Hero MotoCorp
  • Toll-free Hero Customer Care Number
  • Email
  • Online complaint registration
  • Visit the nearest regional office
• Level 2: Zonal Office, Hero MotoCorp
• Level 3: Corporate Office, Hero MotoCorp

Finally, if you are not satisfied with the final resolution by Hero MotoCorp then you can lodge a consumer complaint for the violation of consumer rights to the Consumer Commission (NCDRC).

Level 1: Customer Care, Hero MotoCorp

If you have complaints about warranty services, maintenance, quality of motorcycle & scooter, and other products of Hero MotoCorp (HMCL), lodge your complaint at level 1. For this, two methods are available.

• First, use the offline method by calling Hero’s toll-free customer care number or contacting the nearest dealer/ regional office.
• Second, use the online method by emailing, messaging on WhatsApp, or filing your complaint online to the customer service Hero.

While raising your concerns, provide the following details:

• Name and contact details
• Two-wheeler Model
• Vehicle Number
• Nature of complaint
• Description of the issue pertaining to Motorcycle or Scooter

Hero Customer Care Number

Official Helpline Number and Toll-free number of Hero MotoCorp to lodge a two-wheeler complaint:

Note – Not resolved or dissatisfied? Escalate the complaint to the Zonal Manager of the Zonal Office, Hero MotoCorp at level 2. Don’t forget to use the reference or acknowledgement number.

File a Complaint Online

Consumers can lodge an online complaint about sales, services, parts, and quality of two-wheelers of Hero MotoCorp. You can also raise concerns related to regional offices and dealers of the Hero.

Within the online complaint form, must provide:

• Name and communication details (mobile no., email, etc.)
• Vehicle Model and Registration No.
• Odometer Readings (if required)
• Malfunctiion date
• Dealer name
• The category of complaint (stream)
• A brief description of the complaint with relevant facts and supporting documents

Submit this grievance form online and note down the reference or ticket number to track the status.

Note – Still not satisfied with the final resolution? Escalate the disputed case to the appointed Nodal Officer at the Zonal Office of Hero MotoCorp at level 2. Additionally, for online motorcycle or scooter services, report the grievance to the Grievance Officer of the company.

Alternative ways to lodge a complaint:

Hero Customer Care Number, Regional Office

Regional Office contact number, email, and address of Hero MotoCorp Ltd:

1. North Zone

1. Regional Office, Chandigarh:

2. Regional Office, Dehradun:

3. Regional Office, Lucknow:

4. Regional Office, Varanasi:

2. South Zone

1. Regional Office, Chennai:

2. Regional Office, Kochi:

3. Regional Office, Coimbatore:

4. Regional Office, Hubli:

5. Regional Office, Hyderabad:

6. Regional Office, Vijayawada:

3. East Zone

1. Regional Office, Bhubaneswar:

2. Regional Office, Ranchi:

3. Regional Office, Patna:

4. West Zone

1. Regional Office, Baroda:

2. Regional Office, Mumbai:

3. Regional Office, Nagpur:

4. Regional Office, Rajkot:

5. Central Zone

1. Regional Office, Jaipur:

2. Regional Office, Bhopal:

3. Regional Office, Raipur:

Level 2: Manager, Zonal Office (Hero Moto Corp)

Have your complaints not been resolved within the given resolution period at level 1? Don’t worry, in this case at level 2, you can escalate the vehicle or sales complaint to the concerned Manager of Customer Service, Zonal Office (Hero Moto Corp). This can be submitted by Zonal contact number, email, or a written complaint letter.

While lodging a grievance, you should include the following details within the form:

• Name and communication details
• Reference/ ticket number
• Acknowledgement receipt (if submitted a written complaint)
• Subject of complaint
• Vehicle Model Number and Registration Number
• Description of the issue related to vehicle or sales of Hero with referring documents (if any)

Send the grievance form to Zonal Manager at the concerned Regional Office:

1. Zonal Office, North Zone (Delhi):

2. Zonal Office, South Zone (Bangalore):

3. Zonal Office, East Zone (Kolkata):

4. Zonal Office, West Zone (Pune):

Level 3: Head of Customer Service, Corporate Office (Hero MotoCorp)

Have your submitted complaints not been resolved at level 2? In this case, you can escalate the grievance to the Head of Customer Service at the Corporate Office, Hero MotoCorp. You can raise your concerns by writing a grievance letter, emailing, or calling through contact number of the Corporate Office.

The form must include:

• Reference or acknowledgement number of submitted complaint
• Copy of previously submitted unresolved complaint
• Vehicle Model and other details
• Expected relief
• Description of the issue with referring documents (if any)

Submit this grievance letter to your regional office or Corporate Office of Hero MotoCorp at:

Grievance Officer, Hero MotoCorp

If you have any complaints related to the e-shop and online two-wheeler services of Hero MotoCorp that are yet not redressal to your satisfaction by the respective customer care executive or designated officials at levels 1 and 2, then escalate the complaint to Grievance Officer, Hero MotoCorp.

1. For Hero MotoCorp Disputes:

2. For E-Shop, Hero MotoCorp Disputes:

Note – Still not resolved or dissatisfied with the final resolution of the company? You may file a consumer complaint to the Consumer Commission (NCDRC) for consumer disputes.

Appellate Authority: Consumer Commission

Customers of Hero MotoCorp can lodge a consumer complaint against the company to the Consumer Commission (an Appellate Authority of Govt. of India) for the violation of consumer rights. You can do this by submitting an informal or formal consumer complaint to the concerned authority.

1. National Consumer Helpline (NACH): First, You can file an informal consumer complaint to the National Consumer Helpline (NACH), Ministry of Consumer Affairs (Govt. of India) through the available toll-free helpline number, online complaint form, and WhatsApp.
2. Consumer Dispute Redressal Commission, NCDRC (E-DAAKHIL): You file a formal consumer complaint by appealing before the National/ State/ District Consumer Disputes Redressal Commission based on the disputed amount. You can do this by filing an online appeal through the E-DAAKHIL platform of the Consumer Court.

Note – Yet not satisfied with the final order of the concerned Consumer Commission or have other complaints? You may approach the respective statutory body or take legal action by appealing before the judicial court after consulting with a legal expert in your region.

Tips – If your vehicle insurance disputes are not redressed by the respective insurance company, you may lodge a grievance to the Insurance Ombudsman, IRDAI with reference to the disputed matter.

Types of complaints

These are the list of issues that can be redressed by Hero MotoCorp:

• GoodLife: Issues related to the GoodLife program, premium, charges, service perks, rewards and other GoodLife benefits of Hero MotoCorp
• Parts: Complaints related to availability of motorcycle & scooter parts, quality, warranty, and pricing
• Sales:
  • Concerns regarding basic amenities, booking, delivery, finance availability, or bike/scooter modal availability
  • Issues with purchase price/ overcharging, RC/Documentation, schemes/ discount, or staff behaviour of Hero MotoCorp
• Service:
  • Complaints related to costs & estimates and Electrical/ Engine/ Frame/ Mileage product issues
  • Issues with insurance claims, Joyride, and service quality including warranty.

FAQs

Q. What is the Hero customer care number to lodge a motorcycle complaint?
A. Call the Hero MotoCorp toll-free customer care number 18002660018 or email – customercare@heromotocorp.com to lodge a motorcycle or scooter complaint. For the e-shop, use the toll-free number +919717785190 and email – eshop.support@heromotocorp.com to raise your concerns related to online bookings.

Q. Where can I escalate the case if my submitted complaint is not resolved by customer care of Hero?
A. In this case, first escalate the submitted complaint to the Manager of the concerned Zonal Office of Hero Moto Corp. Further, you can escalate the disputed case to the Head of Customer Service at the Corporate Office or Grievance Officer, Hero Moto Corp.

Q. What can I do if my grievance is not resolved as per my satisfaction by Hero MotoCorp?
A. First, you can lodge an informal consumer complaint to the National Consumer Helpline (NACH), Ministry of Consumer Affairs. Second, you may file a formal consumer complaint against Hero MotoCorp by appealing before the Consumer Disputes Redressal Commission (Consumer Court) through E-DAAKHIL.

Reference

• Service & Maintenance Policy – Hero
• About – Hero MotoCorp
• Key Policies – Hero MotoCorp