Hero Electric Photon Questions and Answers

Performance good allover good tyre so small light system good break system loose seat comfortable suspension comfortable charging system good

The problems are: 1.6 lead acid batteries make it heavier 2.Batteries needs rotation.Service center never rotate3.Poor support from show room and service center4.Applying breaks discharge batteries5.Turning on headlight discharges batteries6.Bumper hits road dividers7.Battery charging indicator is worst8.No technical support9.No customer care support10.Savings on petrol and zero maintenance is a shot.

Don’t buy no mileage worst service in Hosur Tamil Nadu ,all r bad quality and can’t replace in show room itself worst service

Battery performance is good since last 4 month. Shocker kamjor he, bahut jatke lagte he, mere photon ki body me chok bhi aa gaya. Fitting proper nhi he.

From: Sivakumar Veerachamy Sent: 24 July 2020 05:31To: d******i@heroeco.com; r******l@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.comCc: 'R Kiran' ; s******i@heroeco.com; 'Rohith Nayak' ; l******t@heroeco.com; a******f@heroeco.com; h******r@heroeco.com; s******h@heroeco.com; s******6@gmail.com; A******S@heroeco.com; c******l@heroeco.com; i******c@heroeco.com; A******B@heroeco.com; s******r@heroeco.com; f******r@heroeco.com; p******d@heroeco.com; s******6@gmail.comSubject: RE: Gentle reminder and Final Call - Complaint for Several reoccurring Defects Importance: HighHi Dinamai Goswami , Rinkal Goyal , V Munjal, N Munjal, etc..If you guys are not a correct point of contact for senior management OR top management then can you please add the correct point of contact here. What the hell really going on & still why no response !!!!!!????The nearest Local Dealer also shut down the Business and vacated permanently due to heavy business loss and many existing customers complaints !!!!!???? if you guys are continuing the worst service then this same business story might be applicable to you. Total three sales & service centres only available and currently two centres only available but those all are located very far from my location. We believe minimum six dozen sales might be redirected to your competitors by sharing my worst experience to my personal contacts and public enquires during ride .Thanks & Regards,SivaMobile : 9941447005From: Sivakumar Veerachamy Sent: 09 July 2020 03:15To: s******i@heroeco.com; d******i@heroeco.com; r******l@heroeco.com; a******f@heroeco.com; l******t@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.com; h******r@heroeco.com; f******r@heroeco.comCc: 'R Kiran' ; 'Rohith Nayak' ; s******h@heroeco.com; s******6@gmail.com; A******S@heroeco.com; c******l@heroeco.com; i******c@heroeco.com; A******B@heroeco.com; s******r@heroeco.com; p******d@heroeco.com; s******6@gmail.comSubject: RE: Gentle reminder and Final Call - Complaint for Several reoccurring Defects Importance: HighHi Sarad,How you can close the call without resolving your product defects !!!!????1.Vide Job Card no: 0067 dated 16.3.2019 we had raised the issue of Mileage issue and followed by Several reoccurring Defects. 2.JUN 2019 next service was done for Several reoccurring Defects but Job card is hidden or may be destroyed !!!!???3.As per below mail chain 24th JULY 2019 escalated the Several reoccurring Defects to your team “Udhay Shankar” and 25th JULY 2019 service done by your team “Milind” but Job card is hidden or may be destroyed !!!!!!!??? 4.Vide Job Card no: 0177 dated 13.11.2019 Several reoccurring Defects are reported including Charger defect & including battery defect. But why all defects are not registered. 5.Vide Job Card no:265 dated 6.3.2020 Several reoccurring Defects are reported including battery defect, now surprisingly you guys are promising to resolve the Several reoccurring Defects except battery defect because battery alone currently it’s out of warranty !!!!!!????????? you guys are trying to cheat !!!!!!??????? very very cheap attitude !!!!!! 6.You should to produce the battery health report for all the above mentioned serviced time lines.7.From 16.3.2019 to till date, we have suffered and struggled with your Several reoccurring Defective products, it’s more than year !!!!??? we should to claim penalty for this. 8.Honestly based on all of our worst experience, your product model Photon 72V is just a garbage. 9.We used this product less than thousand Kilometres, right ? we are not willing to invest or pay additionally around twenty thousand rupees for your worst defective garbage product.10.On MAY-2020 you have taken your high-end product model Photon 72V into custody for the service and please keep it with you permanently or through into dustbin , just refund the money alone.11.Surprisingly Photon 72V is your high-end product model !!!!!!???????Hi Senior Managements, What the hell you guys are really doing it !!!!!!!!????????? how many times we need to send the reminders & follow-ups mails to you guys!!!?????Thanks & Regards,SivaFrom: Sarad Pandiri Sent: 06 July 2020 03:59To: Sivakumar Veerachamy ; d******i@heroeco.com; r******l@heroeco.com; a******f@heroeco.com; l******t@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.com; h******r@heroeco.com; f******r@heroeco.comCc: 'R Kiran' ; 'Rohith Nayak' ; s******h@heroeco.com; s******6@gmail.com; A******S@heroeco.com; c******l@heroeco.com; i******c@heroeco.com; A******B@heroeco.com; s******r@heroeco.com; p******d@heroeco.comSubject: RE: Gentle reminder and Final Call - Complaint closure Dear Sir ,I regret to inform you that we will not able to replace the battery as it is out of warranty period. However, we will provide you with free service(onsite) as good will and also install the battery if you procure it.As mentioned by Mr.Uday Shankar ( our Regional Service Manager) in our Concalls and in his report (dated 23th june,2020), all your pending issues have been resolved and battery replacement has been suggested. Hence, treating this as complaint closure. Thanks & Regards,Sarad9538570007From: Sivakumar Veerachamy [m******v@pansofttech.co.in] Sent: Wednesday, July 1, 2020 8:24 PMTo: d******i@heroeco.com; r******l@heroeco.com; a******f@heroeco.com; l******t@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.com; h******r@heroeco.com; f******r@heroeco.comCc: s******i@heroeco.com; 'R Kiran'; 'Rohith Nayak'; s******h@heroeco.com; s******6@gmail.com; A******S@heroeco.com; c******l@heroeco.com; i******c@heroeco.com; A******B@heroeco.com; s******r@heroeco.comSubject: RE: Gentile reminder and Final Call Importance: HighDear Senior Management,Gentile Reminder 3 Now !!!!!!????????From below mail chain we have noticed few job cards are missing or may be destroyed to have defensive responses. Last year March -2019 first issue was reported to the dealer and Last year July -2019 I have escalated to your team and even after several follow-ups and escalations still your product defect is pending resolve !!!!!!!????. Your team taken for service on May 2020 and now July 2020 started but still the vehicle is under your team’s custody. Can you please let me know at least one good reason why we have wait very long time and why I need to suffer with your defective product !!!!!!!!!????????? We supposed to reach consumer court and escalate the issues to media’s but still awaiting for you and favouring to Hero Electric that’s the reason you and your teams are taking advantage, right?If you are really satisfied your products quality, performance and if you really proud about your product then please take your product and refund the money.If you really wish to have the good will relation then at least replace your defective battery. Thanks & Regards,SivaMobile : 9941447005From: Sivakumar Veerachamy Sent: 23 June 2020 01:45To: s******r@heroeco.comCc: s******i@heroeco.com; 'R Kiran' ; 'Rohith Nayak' ; d******i@heroeco.com; r******l@heroeco.com; a******f@heroeco.com; l******t@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.com; h******r@heroeco.com; f******r@heroeco.com; s******h@heroeco.com; s******6@gmail.com; A******S@heroeco.com; c******l@heroeco.com; i******c@heroeco.com; A******B@heroeco.comSubject: RE: Gentile reminder and Final Call Importance: HighDear Udayashankar,1.June 2019 Job Card is Missing here and it was complained again and reported Charger problems also. 2.24th July escalated the service issues to you, please find the below what’s app screenshot.3.Vide Job Card no: 0177 dated 13.11.2019 again same mileage complaint told to dealer and just charger alone replaced for June 2019 complaint not sure why detailed complaints & investigations are not updated. I believe it just eye wash. 4.Its purely poor services issues and battery defect is handled very carelessly , please don’t try to highlight the march 2020 conversation alone. Thanks & Regards,SivaFrom: S Udayashankar Sent: 23 June 2020 12:47To: Sivakumar Veerachamy Cc: s******i@heroeco.com; 'R Kiran' ; 'Rohith Nayak' Subject: FW: Gentile reminder and Final Call Dear Sir,This is regarding to your Service concerns on vehicle & battery warranty request , we have cross checked with dealer & also all our service reports on your vehicle service & condition , please find the detailed analysis Service issue report •Our Dealer M/s Varna Motors ,Bangalore has been providing you all the required assistance to your vehicle by attending the free Services etc.•Vide Job Card no: 0067 dated 16.3.2019 you had raised the issue of Mileage but not indicated what mileage you are getting. However our Dealer had tested the battery and found that the AH is 21.8 and this is perfectly OK and the battery at that point of time was in good condition.•There will be other factors affecting the range/speed of the vehicle •Vide Job Card no: 0177 dated 13.11.2019 , you had reported for service at our Dealership M/s Varna Motors Bangalore and nowhere at that point of time you have not reported the issue of mileage•Vide Job Card no:265 dated 6.3.2020 when our Team checked the vehicle it was found the battery was bulged and the same was communicated to you and also recorded in the Job card duly signed by you and this is battery chargers fault , as battery is dynamic and there are many factors effecting the battery chemistry •On 9.3.2020 you had whatsapp me stating that the warranty is 2 years and also asked why HE is claiming one Year.•I had immediately whatsapp to you the same day stating that the warranty is 2 years for vehicle but the warranty is only 1 year on battery and also sent you the policy of the warranty in the owners hand book page: 13.•We again tested your vehicle during lockdown and suggesting to change the battery Please be assured and all these checks and diagnosis is as per HE Stan operating procedures and there is no lapse on any process as mentioned by you. HE as per policy change the parts if it’s under warranty if found as default as per warranty clause without any question We again confirming you that battery warranty is out of warranty period and can’t be replaced ,request to purchase battery HE Service team will Check/Fix and test for better optimisation Please confirm at the earliest Regards,S.UdayashankarFrom: Sivakumar Veerachamy [m******v@pansofttech.co.in] Sent: 16 June 2020 14:36To: d******i@heroeco.com; r******l@heroeco.com; a******f@heroeco.com; l******t@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.com; h******r@heroeco.com; f******r@heroeco.comCc: 'Sarad Pandiri'; s******r@heroeco.com; 'Kiran'; 'Rohith Nayak'; s******h@heroeco.com; s******6@gmail.com; A******S@heroeco.com; c******l@heroeco.com; i******c@heroeco.com; A******B@heroeco.comSubject: Gentile reminder and Final Call Importance: HighDear Senior management ,The Faulty & Defective charger caused damage to the battery and due to charger out of stock issue, we have forced to continue to use the charger for longer period time (more than 4 months) and Charger replacement time Both Charger & battery are still covered under warranty policy. As we aware from mechanical engineering & electrical engineering, the Faulty/ Defective Part’s never safe guard the product and it might cause cascading damages to the product, this is very basic knowledge, if we have common sense, we supposed to accept the truth. Can you please let me know one good reason why your team is failing to understand this? And still why I’m getting robotic response like currently battery is out of warranty coverage !!!?????From below past mail chains we have asked the specific questions to do the route cause analysis & impact analysis for each problem statements and we have given more than enough time to do the same but we have got just generic answers which layman can do !!!??? Actually, Smart and intelligent peoples only can-do the deep dive analysis to focus the problem and arrive the perfect solutions. At the time of purchase 100 kilometres promised for each re-charge and currently personally I got around 20 kilometres for each re-charge but your team saying around 25 kilometres.If you are really satisfied with your product’s quality and performance then you should publish a white paper articles to this world to reveal about your product quality & performance for each cycles of re-charge with time line along with calculated parameters . If you failed to do then I planning to push you through medias and social medias. Please be aware of it. Thanks & Regards,SivaFrom: S Udayashankar Sent: 15 June 2020 07:08To: Sivakumar Veerachamy Cc: 'Sarad Pandiri' ; 'Kiran' ; 'Rohith Nayak' Subject: FW: FW: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar VeerachamyDear Sir,This has reference to our telecom today. As discussed with you all your issue which has been pointed out by you has been resolved by our Service Engineers.When you have brought to the notice of me regarding Battery, I have conveyed that the battery is out of warranty as per the policy of the company.# Stay Inside Safe # Go Outside Safe#Best Regards,S.UdayashankarSenior Manager – Service & SparesHero Electric Vehicles Pvt.. Ltd.Plot No: 57,Udyog Vihar -IVSector -18,Gurugram - 122015HaryanaMobile : 910******004www.heroelectric.in “This message (including any attachment(s) hereto) is confidential and may also be privileged. It is intended solely for the addressee. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this message in error you are requested to delete it from your system. Hero electric is not liable for the improper transmission of this message nor for any damage sustained as a result of this message.” From: 'S Udayashankar' To: ''Kiran'' Cc: ''Rohith Nayak'' , Date: Wed, 27 May 2020 07:55:53 +0530Subject: FW: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Dear Kiran, The address of Mr. Sivakumar is given below. Since you were held up in resolving the issue at M/s Pulse Electrochem for the past 2 days, you are requested to coordinate with Rohith and attend to the vehicle this week . Hence do the needful. @ Rohith : Coordinate with Kiran and take steps to resolve the issue. # Stay Home # Stay Safe Best Regards, S.UdayashankarSenior Manager – Service & SparesHero Electric Vehicles Pvt.. Ltd.Zonal Office - South4th Floor. Indiqube Edge,Bellandur,Bangalore - 560103Mobile : 910******004www.heroelectric.in “This message (including any attachment(s) hereto) is confidential and may also be privileged. It is intended solely for the addressee. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this message in error you are requested to delete it from your system. Hero electric is not liable for the improper transmission of this message nor for any damage sustained as a result of this message.” From: S Udayashankar [m******r@heroeco.com]Sent: 25 May 2020 12:18To: 'Sivakumar Veerachamy'; 's******i@heroeco.com'Cc: 's******6@gmail.com'; 'Kiran'Subject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Thanks for sharing the address. We shall be in touch with you soon. # Stay Home # Stay Safe Best Regards, S.UdayashankarSenior Manager – Service & SparesHero Electric Vehicles Pvt.. Ltd.Zonal Office - South4th Floor. Indiqube Edge,Bellandur,Bangalore - 560103Mobile : 910******004www.heroelectric.in “This message (including any attachment(s) hereto) is confidential and may also be privileged. It is intended solely for the addressee. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this message in error you are requested to delete it from your system. Hero electric is not liable for the improper transmission of this message nor for any damage sustained as a result of this message.” From: Sivakumar Veerachamy [m******v@pansofttech.co.in]Sent: 25 May 2020 10:50To: s******i@heroeco.com; s******r@heroeco.comCc: s******6@gmail.com; 'Kiran'Subject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Hi Sarad,Till July my IT Department given Work from home due to that any time I’m available in below address, and location also shared in Whats app to Your Team service Engineer Kiran. Address:#23, 2nd floor, 4th cross, chikkappayana gardenChickkala chandra , Banashankari 2nd stage,Back side to Guru Priya Vinya’s Apartment,BENGALURU, KARNATAKA 560061IndiaPhone number: ?9941447005 Thanks & Regards,Siva From: Sarad Pandiri Sent: 24 May 2020 03:16To: s******r@heroeco.com; Sivakumar Veerachamy Cc: s******6@gmail.com; 'Kiran' Subject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Dear Uday sir , Request to give the timelines , I suggest a home pick up for this vehicle Siva Kumar sir – can you share your address and tentative date of availability Regards,Sarad From: S Udayashankar [m******r@heroeco.com]Sent: Monday, May 18, 2020 2:09 PMTo: 'Sivakumar Veerachamy'Cc: s******6@gmail.com; 'Sarad Pandiri'; 'Kiran'Subject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Dear Sir, We hope that all at home are keeping in Good Health. This is in continuation of our con. call on 7th May 2020.and also the call from our Engineer Mr. Kiran. After the con call, we have taken up the matter with our Dealer M/s Varna Motors and now they have partially open . We want the Vehicle to be checked personally by our Team and due to this lock down our Team in unable to move. Kindly bear with us and we will see the situation and confirm the date of our Team Visit one day prior. In the meantime we request you to keep charging the vehicle regularly . Best Regards, S.UdayashankarSenior Manager – Service & SparesHero Electric Vehicles Pvt.. Ltd.Zonal Office - South4th Floor. Indiqube Edge,Bellandur,Bangalore - 560103Mobile : 910******004www.heroelectric.in “This message (including any attachment(s) hereto) is confidential and may also be privileged. It is intended solely for the addressee. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this message in error you are requested to delete it from your system. Hero electric is not liable for the improper transmission of this message nor for any damage sustained as a result of this message.” From: Sarad Pandiri [m******i@heroeco.com]Sent: 06 May 2020 17:58To: 'Sivakumar Veerachamy'Cc: u******r@heroeco.com; s******6@gmail.comSubject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Uday ji , Please arrange a call tomo after speaking to customer ,let me know the time Regards,Sarad From: Sivakumar Veerachamy [m******v@pansofttech.co.in]Sent: Tuesday, April 28, 2020 7:03 PMTo: s******i@heroeco.comCc: u******r@heroeco.com; s******6@gmail.comSubject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Hi Sarad,Can we connect by tomorrow between 4:30 to 5:30 PM? Thanks & Regards,Siva From: Sarad Pandiri Sent: 28 April 2020 05:16To: Sivakumar Veerachamy ; s******6@gmail.comCc: u******r@heroeco.comSubject: FW: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Hi Sir, Please find the detailed explanation (in your trail mail) given by our team after thorough investigation on your case , we can connect with the team over a call to address your dis-satisfaction on any repair, battery warranty policy is subjected to management strategic decision at that point of time Let me know when we can connect with our team Regards,Sarad From: Sivakumar Veerachamy [m******v@pansofttech.co.in]Sent: Thursday, April 2, 2020 6:18 PMTo: s******i@heroeco.com; d******i@heroeco.com; r******l@heroeco.com; a******f@heroeco.com; l******t@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.com; h******r@heroeco.com; f******r@heroeco.comCc: s******r@heroeco.com; s******h@heroeco.com; s******6@gmail.com; A******S@heroeco.com; c******l@heroeco.com; i******c@heroeco.com; A******B@heroeco.comSubject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Dear Senior Management,I could see defensive responses. During warranty period if any unresolved issues are still open for any reasons them Company should be the primary accountable even though if warranty has expired now and please do not try to allow the blame game or push it to customer is accountable. Can you please try to get valid answers for the below concerns? The problem will be complicated for the below reasons.  If you blindly trust your team’s internal responses. If you are negligent about the problems Note : We could see better products from other brands like Okinawa scooters, ather energy , etc.. from this competitive world, If you are still on sleeping mode then it’s like mobile 2G technology business story. Dear Sarad,Nowadays at least I’m getting some responses and Thanks for the same but still my concerns are not addressed very clearly , can you please try to answer for the below questions. 1. From the Day one while driving the vehicle is Auto off with vibrated sound when we crossing the very small speed break or Road dent and your technical team did several attempts to resolve but why still open issues very long time? , please share the detailed analysis report. Customer was not specific when the vehicle is getting cut off. Whether it happens immediately, after 10 kms or once in a day or two. He was vaguely complaining the vehicle is getting off. Our engineer Kiran, Dealer Technician tested the vehicle separately and noticed no such complaints in the vehicle and the vehicle was running fine even on humps. 2. For the Mileage & Battery Backup issues your technical team did several attempts to resolve but since very long time why still it’s open issues?Whenever the Mileage issue was raised by the customer. Dealer has checked the Battery in BCT and the Battery was found OK as per our norms. 3. Why Charger alone replaced but why battery is not replaced ? , please share the detailed analysis report. What components found defective under our terms and condition of warranty will only be replaced. Dealer found the charger was defective and the same was replaced and the Battery was found OK, so the Battery was not replaced. 4. During warranty period if any unresolved issues are still open for any reason who is accountable ( Company / Customer ) ?Whatever issues raised by the customer has been attended . If any components failed after the warranty lapses, then company is not responsible for replacing such components including Battery. Just because the customer complains some issue during warranty period and at that point of time, if the components are found OK then the components will not be replaced and even if the same components fails once the warranty is lapsed, then also company is not responsible. So only warranty policy are framed.5. There are other issues like front wheel suspenser creating noise if we cross the very small speed break / Road dent , disk break issues etc.. when will be resolved ?Whatever the issue customer has raised, the same has been attended to the best of the ability of our Team as well as Dealers team. However these can be once checked as the customer was not again not specific what is the disc brake issue. 6. Photon 72V OEM Amptek batteries are having 12 months warranty only in open marked (6-month replacement + 6month Prorated ) but Exide Powersafe NXT 26AH SMF Battery having 36 months full replacement warranty in this case, why poor quality Amptek batteries are promoted as OEM battery by your team without considering below parameters? The warranty on EV Battery and the Battery for IC engines varies and decision of fitment of amptex Battery is the decision of the Management. Exide Power Safe NXT 26 AH SMF Battery are used only for Online UPS , Telecom application and this Battery cannot be applied for EV.Sl. NoParametersPhoton 72V OEM Amptek batteryExide Power safe NXT 26AH SMF Battery Comments1Warranty12 months warranty only in open marked (6-month replacement + 6month Prorated ) 36 Months Free Replacement Warranty , including bulgeThis Exide warranty is good for customer delight & business growth2Backup & performanceAfter 100+ cycle backup capacity will be reducedAfter 100+ cycle backup capacity will be increase as per the attached data sheetExide backup & performance is good per the attached data sheet. For me, practically Amptek battery not even last up to 50 cycles.3PriceRs. 3,500.00 (Incl. of GST 19% ) Without Exchange ( as per your dealer quote)htt******ike Rs. 3,330.00 (Incl. of GST 19% ) Without Exchange htt******tml Price is almost similar to OEM battery but overall Exide looks very good. If myself or anybody did this analysis before buy this product then nobody never prefers Photon 72V product. It could be any of the below reasons for the unresolved issues are still open since very long time Insufficient technical knowledge – Our Team as well as Dealer team are well trained and have sufficient knowledge . Negligent service / poor care - HE is the only company in EV industry who takes care of all their customer/ For warranty claim approval process might be TDS job to replace the parts Any Warranty replacement takes place immediately is the same is of manufacturing defect. Thanks & Regards,Siva From: Sarad Pandiri Sent: 01 April 2020 06:32To: Sivakumar Veerachamy ; s******6@gmail.comCc: s******r@heroeco.com; s******h@heroeco.comSubject: Re: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Dear Sir, This is regarding your mail to media and our management about battery warranty policy and inadequate response by our service team (PFA you mail). Please find below my clarifications on each of the issues: 1) Battery Warranty – Photon, which you have purchased contains lead acid battery. It comes with 1 year of warranty on the battery and 2 years of warranty on the vehicle (with T&C). This was communicated to you by our dealership and our service team during the time of purchase of the vehicle and the same is also mentioned in the owner’s manual shared with you (PFA- Copy of warranty policy in owner’s manual ,Page no 13). 2) Service team response – Our service team from dealership and Hero Electric tried to explain the same and also shared relevant information through whatapp (PFA Whatsapp communication). 3) Pending service issues – All your service requests have been recorded in our Job card and have been addressed as well. Our service team was available and worked to resolve all your issues timelessly. However, if you still feel there is any pending issue, we will be happy to assist (PFA Job cards). It’s unfair to accuse Hero Electric and its dealership even after sharing sufficient information on battery warranty policy and other service issues. Hero Electric is committed to its customers and never go against defined policies and take these allegations very seriously. We understand your concern but at the same we appreciate your understanding on our product and battery warranty policies at the time of purchase Request you to please with draw all these allegations. Please reach out to me for any further clarifications or support. Regards,Sarad9538570007 www******ric.in “This message (including any attachment(s) hereto) is confidential and may also be privileged. It is intended solely for the addressee. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this message in error you are requested to delete it from your system. Hero electric is not liable for the improper transmission of this message nor for any damage sustained as a result of this message.” From: Sivakumar Veerachamy [m******v@pansofttech.co.in]Sent: Friday, March 27, 2020 8:12 PMTo: s******i@heroeco.com; s******6@gmail.comCc: s******r@heroeco.com; d******i@heroeco.com; r******l@heroeco.com; a******f@heroeco.com; l******t@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.com; h******r@heroeco.com; A******B@heroeco.com; A******S@heroeco.com; f******r@heroeco.com; Siva Kumar; c******l@heroeco.com; i******c@heroeco.comSubject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Dear Sarad Pandiri,Can you please produce sufficient evidence for the false statement? From the Day one while driving the vehicle is Auto off with vibrated sound, several time these complaints raised but still it’s not yet resolved not sure what is the technical challenges for your team. ( Please check the job cards & service histories). There are several complaints are not yet resolved. Please try to solve problems as soon as possible. I have lost trust and confident on you and your management. (I can give maximum time line till 20th April -2020, Due to COVID 19 infection spread) If you wish to go ahead with your legal procedures then Wish you all the best on this. I’m also have several contacts and let me address the issues with medias and social Media’s. It will be very hot & viral topic. Thanks & Regards,Siva From: Sarad Pandiri Sent: 27 March 2020 06:21To: Sivakumar Veerachamy ; s******6@gmail.comCc: s******r@heroeco.comSubject: Re: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Dear Sir , Greetings from Hero Electric This is regarding your mail on HE Photon 72V vehicle service, we have crosschecked all the contents in your mail and found that the information given by you is not only incorrect but also false. Your contents of your mail are mischievous and give a hint of mala fide intentions. While we are always here to assure the best of services to the customers, we take such baseless allegations very seriously. Request to Please withdraw your false complaints immediately, latest by Saturday 28th March, else I will be constrained to forward your mails to our legal department for an appropriate action. Hero electric is committed and assure you to deliver best service, looking forward to serve you again Thanks & Regards, Sarad Pandiri Zonal Manager (South)Hero Electric 4th Floor, Indicube EdgeBellandurBangalore-103

From: Sivakumar Veerachamy Sent: 24 July 2020 05:31To: d******i@heroeco.com; r******l@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.comCc: 'R Kiran' ; s******i@heroeco.com; 'Rohith Nayak' ; l******t@heroeco.com; a******f@heroeco.com; h******r@heroeco.com; s******h@heroeco.com; s******6@gmail.com; A******S@heroeco.com; c******l@heroeco.com; i******c@heroeco.com; A******B@heroeco.com; s******r@heroeco.com; f******r@heroeco.com; p******d@heroeco.com; s******6@gmail.comSubject: RE: Gentle reminder and Final Call - Complaint for Several reoccurring Defects Importance: HighHi Dinamai Goswami , Rinkal Goyal , V Munjal, N Munjal, etc..If you guys are not a correct point of contact for senior management OR top management then can you please add the correct point of contact here. What the hell really going on & still why no response !!!!!!????The nearest Local Dealer also shut down the Business and vacated permanently due to heavy business loss and many existing customers complaints !!!!!???? if you guys are continuing the worst service then this same business story might be applicable to you. Total three sales & service centres only available and currently two centres only available but those all are located very far from my location. We believe minimum six dozen sales might be redirected to your competitors by sharing my worst experience to my personal contacts and public enquires during ride .Thanks & Regards,SivaMobile : 9941447005From: Sivakumar Veerachamy Sent: 09 July 2020 03:15To: s******i@heroeco.com; d******i@heroeco.com; r******l@heroeco.com; a******f@heroeco.com; l******t@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.com; h******r@heroeco.com; f******r@heroeco.comCc: 'R Kiran' ; 'Rohith Nayak' ; s******h@heroeco.com; s******6@gmail.com; A******S@heroeco.com; c******l@heroeco.com; i******c@heroeco.com; A******B@heroeco.com; s******r@heroeco.com; p******d@heroeco.com; s******6@gmail.comSubject: RE: Gentle reminder and Final Call - Complaint for Several reoccurring Defects Importance: HighHi Sarad,How you can close the call without resolving your product defects !!!!????1.Vide Job Card no: 0067 dated 16.3.2019 we had raised the issue of Mileage issue and followed by Several reoccurring Defects. 2.JUN 2019 next service was done for Several reoccurring Defects but Job card is hidden or may be destroyed !!!!???3.As per below mail chain 24th JULY 2019 escalated the Several reoccurring Defects to your team “Udhay Shankar” and 25th JULY 2019 service done by your team “Milind” but Job card is hidden or may be destroyed !!!!!!!??? 4.Vide Job Card no: 0177 dated 13.11.2019 Several reoccurring Defects are reported including Charger defect & including battery defect. But why all defects are not registered. 5.Vide Job Card no:265 dated 6.3.2020 Several reoccurring Defects are reported including battery defect, now surprisingly you guys are promising to resolve the Several reoccurring Defects except battery defect because battery alone currently it’s out of warranty !!!!!!????????? you guys are trying to cheat !!!!!!??????? very very cheap attitude !!!!!! 6.You should to produce the battery health report for all the above mentioned serviced time lines.7.From 16.3.2019 to till date, we have suffered and struggled with your Several reoccurring Defective products, it’s more than year !!!!??? we should to claim penalty for this. 8.Honestly based on all of our worst experience, your product model Photon 72V is just a garbage. 9.We used this product less than thousand Kilometres, right ? we are not willing to invest or pay additionally around twenty thousand rupees for your worst defective garbage product.10.On MAY-2020 you have taken your high-end product model Photon 72V into custody for the service and please keep it with you permanently or through into dustbin , just refund the money alone.11.Surprisingly Photon 72V is your high-end product model !!!!!!???????Hi Senior Managements, What the hell you guys are really doing it !!!!!!!!????????? how many times we need to send the reminders & follow-ups mails to you guys!!!?????Thanks & Regards,SivaFrom: Sarad Pandiri Sent: 06 July 2020 03:59To: Sivakumar Veerachamy ; d******i@heroeco.com; r******l@heroeco.com; a******f@heroeco.com; l******t@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.com; h******r@heroeco.com; f******r@heroeco.comCc: 'R Kiran' ; 'Rohith Nayak' ; s******h@heroeco.com; s******6@gmail.com; A******S@heroeco.com; c******l@heroeco.com; i******c@heroeco.com; A******B@heroeco.com; s******r@heroeco.com; p******d@heroeco.comSubject: RE: Gentle reminder and Final Call - Complaint closure Dear Sir ,I regret to inform you that we will not able to replace the battery as it is out of warranty period. However, we will provide you with free service(onsite) as good will and also install the battery if you procure it.As mentioned by Mr.Uday Shankar ( our Regional Service Manager) in our Concalls and in his report (dated 23th june,2020), all your pending issues have been resolved and battery replacement has been suggested. Hence, treating this as complaint closure. Thanks & Regards,Sarad9538570007From: Sivakumar Veerachamy [m******v@pansofttech.co.in] Sent: Wednesday, July 1, 2020 8:24 PMTo: d******i@heroeco.com; r******l@heroeco.com; a******f@heroeco.com; l******t@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.com; h******r@heroeco.com; f******r@heroeco.comCc: s******i@heroeco.com; 'R Kiran'; 'Rohith Nayak'; s******h@heroeco.com; s******6@gmail.com; A******S@heroeco.com; c******l@heroeco.com; i******c@heroeco.com; A******B@heroeco.com; s******r@heroeco.comSubject: RE: Gentile reminder and Final Call Importance: HighDear Senior Management,Gentile Reminder 3 Now !!!!!!????????From below mail chain we have noticed few job cards are missing or may be destroyed to have defensive responses. Last year March -2019 first issue was reported to the dealer and Last year July -2019 I have escalated to your team and even after several follow-ups and escalations still your product defect is pending resolve !!!!!!!????. Your team taken for service on May 2020 and now July 2020 started but still the vehicle is under your team’s custody. Can you please let me know at least one good reason why we have wait very long time and why I need to suffer with your defective product !!!!!!!!!????????? We supposed to reach consumer court and escalate the issues to media’s but still awaiting for you and favouring to Hero Electric that’s the reason you and your teams are taking advantage, right?If you are really satisfied your products quality, performance and if you really proud about your product then please take your product and refund the money.If you really wish to have the good will relation then at least replace your defective battery. Thanks & Regards,SivaMobile : 9941447005From: Sivakumar Veerachamy Sent: 23 June 2020 01:45To: s******r@heroeco.comCc: s******i@heroeco.com; 'R Kiran' ; 'Rohith Nayak' ; d******i@heroeco.com; r******l@heroeco.com; a******f@heroeco.com; l******t@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.com; h******r@heroeco.com; f******r@heroeco.com; s******h@heroeco.com; s******6@gmail.com; A******S@heroeco.com; c******l@heroeco.com; i******c@heroeco.com; A******B@heroeco.comSubject: RE: Gentile reminder and Final Call Importance: HighDear Udayashankar,1.June 2019 Job Card is Missing here and it was complained again and reported Charger problems also. 2.24th July escalated the service issues to you, please find the below what’s app screenshot.3.Vide Job Card no: 0177 dated 13.11.2019 again same mileage complaint told to dealer and just charger alone replaced for June 2019 complaint not sure why detailed complaints & investigations are not updated. I believe it just eye wash. 4.Its purely poor services issues and battery defect is handled very carelessly , please don’t try to highlight the march 2020 conversation alone. Thanks & Regards,SivaFrom: S Udayashankar Sent: 23 June 2020 12:47To: Sivakumar Veerachamy Cc: s******i@heroeco.com; 'R Kiran' ; 'Rohith Nayak' Subject: FW: Gentile reminder and Final Call Dear Sir,This is regarding to your Service concerns on vehicle & battery warranty request , we have cross checked with dealer & also all our service reports on your vehicle service & condition , please find the detailed analysis Service issue report •Our Dealer M/s Varna Motors ,Bangalore has been providing you all the required assistance to your vehicle by attending the free Services etc.•Vide Job Card no: 0067 dated 16.3.2019 you had raised the issue of Mileage but not indicated what mileage you are getting. However our Dealer had tested the battery and found that the AH is 21.8 and this is perfectly OK and the battery at that point of time was in good condition.•There will be other factors affecting the range/speed of the vehicle •Vide Job Card no: 0177 dated 13.11.2019 , you had reported for service at our Dealership M/s Varna Motors Bangalore and nowhere at that point of time you have not reported the issue of mileage•Vide Job Card no:265 dated 6.3.2020 when our Team checked the vehicle it was found the battery was bulged and the same was communicated to you and also recorded in the Job card duly signed by you and this is battery chargers fault , as battery is dynamic and there are many factors effecting the battery chemistry •On 9.3.2020 you had whatsapp me stating that the warranty is 2 years and also asked why HE is claiming one Year.•I had immediately whatsapp to you the same day stating that the warranty is 2 years for vehicle but the warranty is only 1 year on battery and also sent you the policy of the warranty in the owners hand book page: 13.•We again tested your vehicle during lockdown and suggesting to change the battery Please be assured and all these checks and diagnosis is as per HE Stan operating procedures and there is no lapse on any process as mentioned by you. HE as per policy change the parts if it’s under warranty if found as default as per warranty clause without any question We again confirming you that battery warranty is out of warranty period and can’t be replaced ,request to purchase battery HE Service team will Check/Fix and test for better optimisation Please confirm at the earliest Regards,S.UdayashankarFrom: Sivakumar Veerachamy [m******v@pansofttech.co.in] Sent: 16 June 2020 14:36To: d******i@heroeco.com; r******l@heroeco.com; a******f@heroeco.com; l******t@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.com; h******r@heroeco.com; f******r@heroeco.comCc: 'Sarad Pandiri'; s******r@heroeco.com; 'Kiran'; 'Rohith Nayak'; s******h@heroeco.com; s******6@gmail.com; A******S@heroeco.com; c******l@heroeco.com; i******c@heroeco.com; A******B@heroeco.comSubject: Gentile reminder and Final Call Importance: HighDear Senior management ,The Faulty & Defective charger caused damage to the battery and due to charger out of stock issue, we have forced to continue to use the charger for longer period time (more than 4 months) and Charger replacement time Both Charger & battery are still covered under warranty policy. As we aware from mechanical engineering & electrical engineering, the Faulty/ Defective Part’s never safe guard the product and it might cause cascading damages to the product, this is very basic knowledge, if we have common sense, we supposed to accept the truth. Can you please let me know one good reason why your team is failing to understand this? And still why I’m getting robotic response like currently battery is out of warranty coverage !!!?????From below past mail chains we have asked the specific questions to do the route cause analysis & impact analysis for each problem statements and we have given more than enough time to do the same but we have got just generic answers which layman can do !!!??? Actually, Smart and intelligent peoples only can-do the deep dive analysis to focus the problem and arrive the perfect solutions. At the time of purchase 100 kilometres promised for each re-charge and currently personally I got around 20 kilometres for each re-charge but your team saying around 25 kilometres.If you are really satisfied with your product’s quality and performance then you should publish a white paper articles to this world to reveal about your product quality & performance for each cycles of re-charge with time line along with calculated parameters . If you failed to do then I planning to push you through medias and social medias. Please be aware of it. Thanks & Regards,SivaFrom: S Udayashankar Sent: 15 June 2020 07:08To: Sivakumar Veerachamy Cc: 'Sarad Pandiri' ; 'Kiran' ; 'Rohith Nayak' Subject: FW: FW: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar VeerachamyDear Sir,This has reference to our telecom today. As discussed with you all your issue which has been pointed out by you has been resolved by our Service Engineers.When you have brought to the notice of me regarding Battery, I have conveyed that the battery is out of warranty as per the policy of the company.# Stay Inside Safe # Go Outside Safe#Best Regards,S.UdayashankarSenior Manager – Service & SparesHero Electric Vehicles Pvt.. Ltd.Plot No: 57,Udyog Vihar -IVSector -18,Gurugram - 122015HaryanaMobile : 910******004www.heroelectric.in “This message (including any attachment(s) hereto) is confidential and may also be privileged. It is intended solely for the addressee. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this message in error you are requested to delete it from your system. Hero electric is not liable for the improper transmission of this message nor for any damage sustained as a result of this message.” From: 'S Udayashankar' To: ''Kiran'' Cc: ''Rohith Nayak'' , Date: Wed, 27 May 2020 07:55:53 +0530Subject: FW: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Dear Kiran, The address of Mr. Sivakumar is given below. Since you were held up in resolving the issue at M/s Pulse Electrochem for the past 2 days, you are requested to coordinate with Rohith and attend to the vehicle this week . Hence do the needful. @ Rohith : Coordinate with Kiran and take steps to resolve the issue. # Stay Home # Stay Safe Best Regards, S.UdayashankarSenior Manager – Service & SparesHero Electric Vehicles Pvt.. Ltd.Zonal Office - South4th Floor. Indiqube Edge,Bellandur,Bangalore - 560103Mobile : 910******004www.heroelectric.in “This message (including any attachment(s) hereto) is confidential and may also be privileged. It is intended solely for the addressee. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this message in error you are requested to delete it from your system. Hero electric is not liable for the improper transmission of this message nor for any damage sustained as a result of this message.” From: S Udayashankar [m******r@heroeco.com]Sent: 25 May 2020 12:18To: 'Sivakumar Veerachamy'; 's******i@heroeco.com'Cc: 's******6@gmail.com'; 'Kiran'Subject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Thanks for sharing the address. We shall be in touch with you soon. # Stay Home # Stay Safe Best Regards, S.UdayashankarSenior Manager – Service & SparesHero Electric Vehicles Pvt.. Ltd.Zonal Office - South4th Floor. Indiqube Edge,Bellandur,Bangalore - 560103Mobile : 910******004www.heroelectric.in “This message (including any attachment(s) hereto) is confidential and may also be privileged. It is intended solely for the addressee. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this message in error you are requested to delete it from your system. Hero electric is not liable for the improper transmission of this message nor for any damage sustained as a result of this message.” From: Sivakumar Veerachamy [m******v@pansofttech.co.in]Sent: 25 May 2020 10:50To: s******i@heroeco.com; s******r@heroeco.comCc: s******6@gmail.com; 'Kiran'Subject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Hi Sarad,Till July my IT Department given Work from home due to that any time I’m available in below address, and location also shared in Whats app to Your Team service Engineer Kiran. Address:#23, 2nd floor, 4th cross, chikkappayana gardenChickkala chandra , Banashankari 2nd stage,Back side to Guru Priya Vinya’s Apartment,BENGALURU, KARNATAKA 560061IndiaPhone number: ?9941447005 Thanks & Regards,Siva From: Sarad Pandiri Sent: 24 May 2020 03:16To: s******r@heroeco.com; Sivakumar Veerachamy Cc: s******6@gmail.com; 'Kiran' Subject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Dear Uday sir , Request to give the timelines , I suggest a home pick up for this vehicle Siva Kumar sir – can you share your address and tentative date of availability Regards,Sarad From: S Udayashankar [m******r@heroeco.com]Sent: Monday, May 18, 2020 2:09 PMTo: 'Sivakumar Veerachamy'Cc: s******6@gmail.com; 'Sarad Pandiri'; 'Kiran'Subject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Dear Sir, We hope that all at home are keeping in Good Health. This is in continuation of our con. call on 7th May 2020.and also the call from our Engineer Mr. Kiran. After the con call, we have taken up the matter with our Dealer M/s Varna Motors and now they have partially open . We want the Vehicle to be checked personally by our Team and due to this lock down our Team in unable to move. Kindly bear with us and we will see the situation and confirm the date of our Team Visit one day prior. In the meantime we request you to keep charging the vehicle regularly . Best Regards, S.UdayashankarSenior Manager – Service & SparesHero Electric Vehicles Pvt.. Ltd.Zonal Office - South4th Floor. Indiqube Edge,Bellandur,Bangalore - 560103Mobile : 910******004www.heroelectric.in “This message (including any attachment(s) hereto) is confidential and may also be privileged. It is intended solely for the addressee. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this message in error you are requested to delete it from your system. Hero electric is not liable for the improper transmission of this message nor for any damage sustained as a result of this message.” From: Sarad Pandiri [m******i@heroeco.com]Sent: 06 May 2020 17:58To: 'Sivakumar Veerachamy'Cc: u******r@heroeco.com; s******6@gmail.comSubject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Uday ji , Please arrange a call tomo after speaking to customer ,let me know the time Regards,Sarad From: Sivakumar Veerachamy [m******v@pansofttech.co.in]Sent: Tuesday, April 28, 2020 7:03 PMTo: s******i@heroeco.comCc: u******r@heroeco.com; s******6@gmail.comSubject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Hi Sarad,Can we connect by tomorrow between 4:30 to 5:30 PM? Thanks & Regards,Siva From: Sarad Pandiri Sent: 28 April 2020 05:16To: Sivakumar Veerachamy ; s******6@gmail.comCc: u******r@heroeco.comSubject: FW: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Hi Sir, Please find the detailed explanation (in your trail mail) given by our team after thorough investigation on your case , we can connect with the team over a call to address your dis-satisfaction on any repair, battery warranty policy is subjected to management strategic decision at that point of time Let me know when we can connect with our team Regards,Sarad From: Sivakumar Veerachamy [m******v@pansofttech.co.in]Sent: Thursday, April 2, 2020 6:18 PMTo: s******i@heroeco.com; d******i@heroeco.com; r******l@heroeco.com; a******f@heroeco.com; l******t@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.com; h******r@heroeco.com; f******r@heroeco.comCc: s******r@heroeco.com; s******h@heroeco.com; s******6@gmail.com; A******S@heroeco.com; c******l@heroeco.com; i******c@heroeco.com; A******B@heroeco.comSubject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Dear Senior Management,I could see defensive responses. During warranty period if any unresolved issues are still open for any reasons them Company should be the primary accountable even though if warranty has expired now and please do not try to allow the blame game or push it to customer is accountable. Can you please try to get valid answers for the below concerns? The problem will be complicated for the below reasons.  If you blindly trust your team’s internal responses. If you are negligent about the problems Note : We could see better products from other brands like Okinawa scooters, ather energy , etc.. from this competitive world, If you are still on sleeping mode then it’s like mobile 2G technology business story. Dear Sarad,Nowadays at least I’m getting some responses and Thanks for the same but still my concerns are not addressed very clearly , can you please try to answer for the below questions. 1. From the Day one while driving the vehicle is Auto off with vibrated sound when we crossing the very small speed break or Road dent and your technical team did several attempts to resolve but why still open issues very long time? , please share the detailed analysis report. Customer was not specific when the vehicle is getting cut off. Whether it happens immediately, after 10 kms or once in a day or two. He was vaguely complaining the vehicle is getting off. Our engineer Kiran, Dealer Technician tested the vehicle separately and noticed no such complaints in the vehicle and the vehicle was running fine even on humps. 2. For the Mileage & Battery Backup issues your technical team did several attempts to resolve but since very long time why still it’s open issues?Whenever the Mileage issue was raised by the customer. Dealer has checked the Battery in BCT and the Battery was found OK as per our norms. 3. Why Charger alone replaced but why battery is not replaced ? , please share the detailed analysis report. What components found defective under our terms and condition of warranty will only be replaced. Dealer found the charger was defective and the same was replaced and the Battery was found OK, so the Battery was not replaced. 4. During warranty period if any unresolved issues are still open for any reason who is accountable ( Company / Customer ) ?Whatever issues raised by the customer has been attended . If any components failed after the warranty lapses, then company is not responsible for replacing such components including Battery. Just because the customer complains some issue during warranty period and at that point of time, if the components are found OK then the components will not be replaced and even if the same components fails once the warranty is lapsed, then also company is not responsible. So only warranty policy are framed.5. There are other issues like front wheel suspenser creating noise if we cross the very small speed break / Road dent , disk break issues etc.. when will be resolved ?Whatever the issue customer has raised, the same has been attended to the best of the ability of our Team as well as Dealers team. However these can be once checked as the customer was not again not specific what is the disc brake issue. 6. Photon 72V OEM Amptek batteries are having 12 months warranty only in open marked (6-month replacement + 6month Prorated ) but Exide Powersafe NXT 26AH SMF Battery having 36 months full replacement warranty in this case, why poor quality Amptek batteries are promoted as OEM battery by your team without considering below parameters? The warranty on EV Battery and the Battery for IC engines varies and decision of fitment of amptex Battery is the decision of the Management. Exide Power Safe NXT 26 AH SMF Battery are used only for Online UPS , Telecom application and this Battery cannot be applied for EV.Sl. NoParametersPhoton 72V OEM Amptek batteryExide Power safe NXT 26AH SMF Battery Comments1Warranty12 months warranty only in open marked (6-month replacement + 6month Prorated ) 36 Months Free Replacement Warranty , including bulgeThis Exide warranty is good for customer delight & business growth2Backup & performanceAfter 100+ cycle backup capacity will be reducedAfter 100+ cycle backup capacity will be increase as per the attached data sheetExide backup & performance is good per the attached data sheet. For me, practically Amptek battery not even last up to 50 cycles.3PriceRs. 3,500.00 (Incl. of GST 19% ) Without Exchange ( as per your dealer quote)htt******ike Rs. 3,330.00 (Incl. of GST 19% ) Without Exchange htt******tml Price is almost similar to OEM battery but overall Exide looks very good. If myself or anybody did this analysis before buy this product then nobody never prefers Photon 72V product. It could be any of the below reasons for the unresolved issues are still open since very long time Insufficient technical knowledge – Our Team as well as Dealer team are well trained and have sufficient knowledge . Negligent service / poor care - HE is the only company in EV industry who takes care of all their customer/ For warranty claim approval process might be TDS job to replace the parts Any Warranty replacement takes place immediately is the same is of manufacturing defect. Thanks & Regards,Siva From: Sarad Pandiri Sent: 01 April 2020 06:32To: Sivakumar Veerachamy ; s******6@gmail.comCc: s******r@heroeco.com; s******h@heroeco.comSubject: Re: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Dear Sir, This is regarding your mail to media and our management about battery warranty policy and inadequate response by our service team (PFA you mail). Please find below my clarifications on each of the issues: 1) Battery Warranty – Photon, which you have purchased contains lead acid battery. It comes with 1 year of warranty on the battery and 2 years of warranty on the vehicle (with T&C). This was communicated to you by our dealership and our service team during the time of purchase of the vehicle and the same is also mentioned in the owner’s manual shared with you (PFA- Copy of warranty policy in owner’s manual ,Page no 13). 2) Service team response – Our service team from dealership and Hero Electric tried to explain the same and also shared relevant information through whatapp (PFA Whatsapp communication). 3) Pending service issues – All your service requests have been recorded in our Job card and have been addressed as well. Our service team was available and worked to resolve all your issues timelessly. However, if you still feel there is any pending issue, we will be happy to assist (PFA Job cards). It’s unfair to accuse Hero Electric and its dealership even after sharing sufficient information on battery warranty policy and other service issues. Hero Electric is committed to its customers and never go against defined policies and take these allegations very seriously. We understand your concern but at the same we appreciate your understanding on our product and battery warranty policies at the time of purchase Request you to please with draw all these allegations. Please reach out to me for any further clarifications or support. Regards,Sarad9538570007 www******ric.in “This message (including any attachment(s) hereto) is confidential and may also be privileged. It is intended solely for the addressee. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this message in error you are requested to delete it from your system. Hero electric is not liable for the improper transmission of this message nor for any damage sustained as a result of this message.” From: Sivakumar Veerachamy [m******v@pansofttech.co.in]Sent: Friday, March 27, 2020 8:12 PMTo: s******i@heroeco.com; s******6@gmail.comCc: s******r@heroeco.com; d******i@heroeco.com; r******l@heroeco.com; a******f@heroeco.com; l******t@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.com; h******r@heroeco.com; A******B@heroeco.com; A******S@heroeco.com; f******r@heroeco.com; Siva Kumar; c******l@heroeco.com; i******c@heroeco.comSubject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Dear Sarad Pandiri,Can you please produce sufficient evidence for the false statement? From the Day one while driving the vehicle is Auto off with vibrated sound, several time these complaints raised but still it’s not yet resolved not sure what is the technical challenges for your team. ( Please check the job cards & service histories). There are several complaints are not yet resolved. Please try to solve problems as soon as possible. I have lost trust and confident on you and your management. (I can give maximum time line till 20th April -2020, Due to COVID 19 infection spread) If you wish to go ahead with your legal procedures then Wish you all the best on this. I’m also have several contacts and let me address the issues with medias and social Media’s. It will be very hot & viral topic. Thanks & Regards,Siva From: Sarad Pandiri Sent: 27 March 2020 06:21To: Sivakumar Veerachamy ; s******6@gmail.comCc: s******r@heroeco.comSubject: Re: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Dear Sir , Greetings from Hero Electric This is regarding your mail on HE Photon 72V vehicle service, we have crosschecked all the contents in your mail and found that the information given by you is not only incorrect but also false. Your contents of your mail are mischievous and give a hint of mala fide intentions. While we are always here to assure the best of services to the customers, we take such baseless allegations very seriously. Request to Please withdraw your false complaints immediately, latest by Saturday 28th March, else I will be constrained to forward your mails to our legal department for an appropriate action. Hero electric is committed and assure you to deliver best service, looking forward to serve you again Thanks & Regards, Sarad Pandiri Zonal Manager (South)Hero Electric 4th Floor, Indicube EdgeBellandurBangalore-103

From: Sivakumar Veerachamy Sent: 24 July 2020 05:31To: d******i@heroeco.com; r******l@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.comCc: 'R Kiran' ; s******i@heroeco.com; 'Rohith Nayak' ; l******t@heroeco.com; a******f@heroeco.com; h******r@heroeco.com; s******h@heroeco.com; s******6@gmail.com; A******S@heroeco.com; c******l@heroeco.com; i******c@heroeco.com; A******B@heroeco.com; s******r@heroeco.com; f******r@heroeco.com; p******d@heroeco.com; s******6@gmail.comSubject: RE: Gentle reminder and Final Call - Complaint for Several reoccurring Defects Importance: HighHi Dinamai Goswami , Rinkal Goyal , V Munjal, N Munjal, etc..If you guys are not a correct point of contact for senior management OR top management then can you please add the correct point of contact here. What the hell really going on & still why no response !!!!!!????The nearest Local Dealer also shut down the Business and vacated permanently due to heavy business loss and many existing customers complaints !!!!!???? if you guys are continuing the worst service then this same business story might be applicable to you. Total three sales & service centres only available and currently two centres only available but those all are located very far from my location. We believe minimum six dozen sales might be redirected to your competitors by sharing my worst experience to my personal contacts and public enquires during ride .Thanks & Regards,SivaMobile : 9941447005From: Sivakumar Veerachamy Sent: 09 July 2020 03:15To: s******i@heroeco.com; d******i@heroeco.com; r******l@heroeco.com; a******f@heroeco.com; l******t@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.com; h******r@heroeco.com; f******r@heroeco.comCc: 'R Kiran' ; 'Rohith Nayak' ; s******h@heroeco.com; s******6@gmail.com; A******S@heroeco.com; c******l@heroeco.com; i******c@heroeco.com; A******B@heroeco.com; s******r@heroeco.com; p******d@heroeco.com; s******6@gmail.comSubject: RE: Gentle reminder and Final Call - Complaint for Several reoccurring Defects Importance: HighHi Sarad,How you can close the call without resolving your product defects !!!!????1.Vide Job Card no: 0067 dated 16.3.2019 we had raised the issue of Mileage issue and followed by Several reoccurring Defects. 2.JUN 2019 next service was done for Several reoccurring Defects but Job card is hidden or may be destroyed !!!!???3.As per below mail chain 24th JULY 2019 escalated the Several reoccurring Defects to your team “Udhay Shankar” and 25th JULY 2019 service done by your team “Milind” but Job card is hidden or may be destroyed !!!!!!!??? 4.Vide Job Card no: 0177 dated 13.11.2019 Several reoccurring Defects are reported including Charger defect & including battery defect. But why all defects are not registered. 5.Vide Job Card no:265 dated 6.3.2020 Several reoccurring Defects are reported including battery defect, now surprisingly you guys are promising to resolve the Several reoccurring Defects except battery defect because battery alone currently it’s out of warranty !!!!!!????????? you guys are trying to cheat !!!!!!??????? very very cheap attitude !!!!!! 6.You should to produce the battery health report for all the above mentioned serviced time lines.7.From 16.3.2019 to till date, we have suffered and struggled with your Several reoccurring Defective products, it’s more than year !!!!??? we should to claim penalty for this. 8.Honestly based on all of our worst experience, your product model Photon 72V is just a garbage. 9.We used this product less than thousand Kilometres, right ? we are not willing to invest or pay additionally around twenty thousand rupees for your worst defective garbage product.10.On MAY-2020 you have taken your high-end product model Photon 72V into custody for the service and please keep it with you permanently or through into dustbin , just refund the money alone.11.Surprisingly Photon 72V is your high-end product model !!!!!!???????Hi Senior Managements, What the hell you guys are really doing it !!!!!!!!????????? how many times we need to send the reminders & follow-ups mails to you guys!!!?????Thanks & Regards,SivaFrom: Sarad Pandiri Sent: 06 July 2020 03:59To: Sivakumar Veerachamy ; d******i@heroeco.com; r******l@heroeco.com; a******f@heroeco.com; l******t@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.com; h******r@heroeco.com; f******r@heroeco.comCc: 'R Kiran' ; 'Rohith Nayak' ; s******h@heroeco.com; s******6@gmail.com; A******S@heroeco.com; c******l@heroeco.com; i******c@heroeco.com; A******B@heroeco.com; s******r@heroeco.com; p******d@heroeco.comSubject: RE: Gentle reminder and Final Call - Complaint closure Dear Sir ,I regret to inform you that we will not able to replace the battery as it is out of warranty period. However, we will provide you with free service(onsite) as good will and also install the battery if you procure it.As mentioned by Mr.Uday Shankar ( our Regional Service Manager) in our Concalls and in his report (dated 23th june,2020), all your pending issues have been resolved and battery replacement has been suggested. Hence, treating this as complaint closure. Thanks & Regards,Sarad9538570007From: Sivakumar Veerachamy [m******v@pansofttech.co.in] Sent: Wednesday, July 1, 2020 8:24 PMTo: d******i@heroeco.com; r******l@heroeco.com; a******f@heroeco.com; l******t@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.com; h******r@heroeco.com; f******r@heroeco.comCc: s******i@heroeco.com; 'R Kiran'; 'Rohith Nayak'; s******h@heroeco.com; s******6@gmail.com; A******S@heroeco.com; c******l@heroeco.com; i******c@heroeco.com; A******B@heroeco.com; s******r@heroeco.comSubject: RE: Gentile reminder and Final Call Importance: HighDear Senior Management,Gentile Reminder 3 Now !!!!!!????????From below mail chain we have noticed few job cards are missing or may be destroyed to have defensive responses. Last year March -2019 first issue was reported to the dealer and Last year July -2019 I have escalated to your team and even after several follow-ups and escalations still your product defect is pending resolve !!!!!!!????. Your team taken for service on May 2020 and now July 2020 started but still the vehicle is under your team’s custody. Can you please let me know at least one good reason why we have wait very long time and why I need to suffer with your defective product !!!!!!!!!????????? We supposed to reach consumer court and escalate the issues to media’s but still awaiting for you and favouring to Hero Electric that’s the reason you and your teams are taking advantage, right?If you are really satisfied your products quality, performance and if you really proud about your product then please take your product and refund the money.If you really wish to have the good will relation then at least replace your defective battery. Thanks & Regards,SivaMobile : 9941447005From: Sivakumar Veerachamy Sent: 23 June 2020 01:45To: s******r@heroeco.comCc: s******i@heroeco.com; 'R Kiran' ; 'Rohith Nayak' ; d******i@heroeco.com; r******l@heroeco.com; a******f@heroeco.com; l******t@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.com; h******r@heroeco.com; f******r@heroeco.com; s******h@heroeco.com; s******6@gmail.com; A******S@heroeco.com; c******l@heroeco.com; i******c@heroeco.com; A******B@heroeco.comSubject: RE: Gentile reminder and Final Call Importance: HighDear Udayashankar,1.June 2019 Job Card is Missing here and it was complained again and reported Charger problems also. 2.24th July escalated the service issues to you, please find the below what’s app screenshot.3.Vide Job Card no: 0177 dated 13.11.2019 again same mileage complaint told to dealer and just charger alone replaced for June 2019 complaint not sure why detailed complaints & investigations are not updated. I believe it just eye wash. 4.Its purely poor services issues and battery defect is handled very carelessly , please don’t try to highlight the march 2020 conversation alone. Thanks & Regards,SivaFrom: S Udayashankar Sent: 23 June 2020 12:47To: Sivakumar Veerachamy Cc: s******i@heroeco.com; 'R Kiran' ; 'Rohith Nayak' Subject: FW: Gentile reminder and Final Call Dear Sir,This is regarding to your Service concerns on vehicle & battery warranty request , we have cross checked with dealer & also all our service reports on your vehicle service & condition , please find the detailed analysis Service issue report •Our Dealer M/s Varna Motors ,Bangalore has been providing you all the required assistance to your vehicle by attending the free Services etc.•Vide Job Card no: 0067 dated 16.3.2019 you had raised the issue of Mileage but not indicated what mileage you are getting. However our Dealer had tested the battery and found that the AH is 21.8 and this is perfectly OK and the battery at that point of time was in good condition.•There will be other factors affecting the range/speed of the vehicle •Vide Job Card no: 0177 dated 13.11.2019 , you had reported for service at our Dealership M/s Varna Motors Bangalore and nowhere at that point of time you have not reported the issue of mileage•Vide Job Card no:265 dated 6.3.2020 when our Team checked the vehicle it was found the battery was bulged and the same was communicated to you and also recorded in the Job card duly signed by you and this is battery chargers fault , as battery is dynamic and there are many factors effecting the battery chemistry •On 9.3.2020 you had whatsapp me stating that the warranty is 2 years and also asked why HE is claiming one Year.•I had immediately whatsapp to you the same day stating that the warranty is 2 years for vehicle but the warranty is only 1 year on battery and also sent you the policy of the warranty in the owners hand book page: 13.•We again tested your vehicle during lockdown and suggesting to change the battery Please be assured and all these checks and diagnosis is as per HE Stan operating procedures and there is no lapse on any process as mentioned by you. HE as per policy change the parts if it’s under warranty if found as default as per warranty clause without any question We again confirming you that battery warranty is out of warranty period and can’t be replaced ,request to purchase battery HE Service team will Check/Fix and test for better optimisation Please confirm at the earliest Regards,S.UdayashankarFrom: Sivakumar Veerachamy [m******v@pansofttech.co.in] Sent: 16 June 2020 14:36To: d******i@heroeco.com; r******l@heroeco.com; a******f@heroeco.com; l******t@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.com; h******r@heroeco.com; f******r@heroeco.comCc: 'Sarad Pandiri'; s******r@heroeco.com; 'Kiran'; 'Rohith Nayak'; s******h@heroeco.com; s******6@gmail.com; A******S@heroeco.com; c******l@heroeco.com; i******c@heroeco.com; A******B@heroeco.comSubject: Gentile reminder and Final Call Importance: HighDear Senior management ,The Faulty & Defective charger caused damage to the battery and due to charger out of stock issue, we have forced to continue to use the charger for longer period time (more than 4 months) and Charger replacement time Both Charger & battery are still covered under warranty policy. As we aware from mechanical engineering & electrical engineering, the Faulty/ Defective Part’s never safe guard the product and it might cause cascading damages to the product, this is very basic knowledge, if we have common sense, we supposed to accept the truth. Can you please let me know one good reason why your team is failing to understand this? And still why I’m getting robotic response like currently battery is out of warranty coverage !!!?????From below past mail chains we have asked the specific questions to do the route cause analysis & impact analysis for each problem statements and we have given more than enough time to do the same but we have got just generic answers which layman can do !!!??? Actually, Smart and intelligent peoples only can-do the deep dive analysis to focus the problem and arrive the perfect solutions. At the time of purchase 100 kilometres promised for each re-charge and currently personally I got around 20 kilometres for each re-charge but your team saying around 25 kilometres.If you are really satisfied with your product’s quality and performance then you should publish a white paper articles to this world to reveal about your product quality & performance for each cycles of re-charge with time line along with calculated parameters . If you failed to do then I planning to push you through medias and social medias. Please be aware of it. Thanks & Regards,SivaFrom: S Udayashankar Sent: 15 June 2020 07:08To: Sivakumar Veerachamy Cc: 'Sarad Pandiri' ; 'Kiran' ; 'Rohith Nayak' Subject: FW: FW: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar VeerachamyDear Sir,This has reference to our telecom today. As discussed with you all your issue which has been pointed out by you has been resolved by our Service Engineers.When you have brought to the notice of me regarding Battery, I have conveyed that the battery is out of warranty as per the policy of the company.# Stay Inside Safe # Go Outside Safe#Best Regards,S.UdayashankarSenior Manager – Service & SparesHero Electric Vehicles Pvt.. Ltd.Plot No: 57,Udyog Vihar -IVSector -18,Gurugram - 122015HaryanaMobile : 910******004www.heroelectric.in “This message (including any attachment(s) hereto) is confidential and may also be privileged. It is intended solely for the addressee. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this message in error you are requested to delete it from your system. Hero electric is not liable for the improper transmission of this message nor for any damage sustained as a result of this message.” From: 'S Udayashankar' To: ''Kiran'' Cc: ''Rohith Nayak'' , Date: Wed, 27 May 2020 07:55:53 +0530Subject: FW: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Dear Kiran, The address of Mr. Sivakumar is given below. Since you were held up in resolving the issue at M/s Pulse Electrochem for the past 2 days, you are requested to coordinate with Rohith and attend to the vehicle this week . Hence do the needful. @ Rohith : Coordinate with Kiran and take steps to resolve the issue. # Stay Home # Stay Safe Best Regards, S.UdayashankarSenior Manager – Service & SparesHero Electric Vehicles Pvt.. Ltd.Zonal Office - South4th Floor. Indiqube Edge,Bellandur,Bangalore - 560103Mobile : 910******004www.heroelectric.in “This message (including any attachment(s) hereto) is confidential and may also be privileged. It is intended solely for the addressee. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this message in error you are requested to delete it from your system. Hero electric is not liable for the improper transmission of this message nor for any damage sustained as a result of this message.” From: S Udayashankar [m******r@heroeco.com]Sent: 25 May 2020 12:18To: 'Sivakumar Veerachamy'; 's******i@heroeco.com'Cc: 's******6@gmail.com'; 'Kiran'Subject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Thanks for sharing the address. We shall be in touch with you soon. # Stay Home # Stay Safe Best Regards, S.UdayashankarSenior Manager – Service & SparesHero Electric Vehicles Pvt.. Ltd.Zonal Office - South4th Floor. Indiqube Edge,Bellandur,Bangalore - 560103Mobile : 910******004www.heroelectric.in “This message (including any attachment(s) hereto) is confidential and may also be privileged. It is intended solely for the addressee. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this message in error you are requested to delete it from your system. Hero electric is not liable for the improper transmission of this message nor for any damage sustained as a result of this message.” From: Sivakumar Veerachamy [m******v@pansofttech.co.in]Sent: 25 May 2020 10:50To: s******i@heroeco.com; s******r@heroeco.comCc: s******6@gmail.com; 'Kiran'Subject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Hi Sarad,Till July my IT Department given Work from home due to that any time I’m available in below address, and location also shared in Whats app to Your Team service Engineer Kiran. Address:#23, 2nd floor, 4th cross, chikkappayana gardenChickkala chandra , Banashankari 2nd stage,Back side to Guru Priya Vinya’s Apartment,BENGALURU, KARNATAKA 560061IndiaPhone number: ?9941447005 Thanks & Regards,Siva From: Sarad Pandiri Sent: 24 May 2020 03:16To: s******r@heroeco.com; Sivakumar Veerachamy Cc: s******6@gmail.com; 'Kiran' Subject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Dear Uday sir , Request to give the timelines , I suggest a home pick up for this vehicle Siva Kumar sir – can you share your address and tentative date of availability Regards,Sarad From: S Udayashankar [m******r@heroeco.com]Sent: Monday, May 18, 2020 2:09 PMTo: 'Sivakumar Veerachamy'Cc: s******6@gmail.com; 'Sarad Pandiri'; 'Kiran'Subject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Dear Sir, We hope that all at home are keeping in Good Health. This is in continuation of our con. call on 7th May 2020.and also the call from our Engineer Mr. Kiran. After the con call, we have taken up the matter with our Dealer M/s Varna Motors and now they have partially open . We want the Vehicle to be checked personally by our Team and due to this lock down our Team in unable to move. Kindly bear with us and we will see the situation and confirm the date of our Team Visit one day prior. In the meantime we request you to keep charging the vehicle regularly . Best Regards, S.UdayashankarSenior Manager – Service & SparesHero Electric Vehicles Pvt.. Ltd.Zonal Office - South4th Floor. Indiqube Edge,Bellandur,Bangalore - 560103Mobile : 910******004www.heroelectric.in “This message (including any attachment(s) hereto) is confidential and may also be privileged. It is intended solely for the addressee. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this message in error you are requested to delete it from your system. Hero electric is not liable for the improper transmission of this message nor for any damage sustained as a result of this message.” From: Sarad Pandiri [m******i@heroeco.com]Sent: 06 May 2020 17:58To: 'Sivakumar Veerachamy'Cc: u******r@heroeco.com; s******6@gmail.comSubject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Uday ji , Please arrange a call tomo after speaking to customer ,let me know the time Regards,Sarad From: Sivakumar Veerachamy [m******v@pansofttech.co.in]Sent: Tuesday, April 28, 2020 7:03 PMTo: s******i@heroeco.comCc: u******r@heroeco.com; s******6@gmail.comSubject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Hi Sarad,Can we connect by tomorrow between 4:30 to 5:30 PM? Thanks & Regards,Siva From: Sarad Pandiri Sent: 28 April 2020 05:16To: Sivakumar Veerachamy ; s******6@gmail.comCc: u******r@heroeco.comSubject: FW: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Hi Sir, Please find the detailed explanation (in your trail mail) given by our team after thorough investigation on your case , we can connect with the team over a call to address your dis-satisfaction on any repair, battery warranty policy is subjected to management strategic decision at that point of time Let me know when we can connect with our team Regards,Sarad From: Sivakumar Veerachamy [m******v@pansofttech.co.in]Sent: Thursday, April 2, 2020 6:18 PMTo: s******i@heroeco.com; d******i@heroeco.com; r******l@heroeco.com; a******f@heroeco.com; l******t@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.com; h******r@heroeco.com; f******r@heroeco.comCc: s******r@heroeco.com; s******h@heroeco.com; s******6@gmail.com; A******S@heroeco.com; c******l@heroeco.com; i******c@heroeco.com; A******B@heroeco.comSubject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Dear Senior Management,I could see defensive responses. During warranty period if any unresolved issues are still open for any reasons them Company should be the primary accountable even though if warranty has expired now and please do not try to allow the blame game or push it to customer is accountable. Can you please try to get valid answers for the below concerns? The problem will be complicated for the below reasons.  If you blindly trust your team’s internal responses. If you are negligent about the problems Note : We could see better products from other brands like Okinawa scooters, ather energy , etc.. from this competitive world, If you are still on sleeping mode then it’s like mobile 2G technology business story. Dear Sarad,Nowadays at least I’m getting some responses and Thanks for the same but still my concerns are not addressed very clearly , can you please try to answer for the below questions. 1. From the Day one while driving the vehicle is Auto off with vibrated sound when we crossing the very small speed break or Road dent and your technical team did several attempts to resolve but why still open issues very long time? , please share the detailed analysis report. Customer was not specific when the vehicle is getting cut off. Whether it happens immediately, after 10 kms or once in a day or two. He was vaguely complaining the vehicle is getting off. Our engineer Kiran, Dealer Technician tested the vehicle separately and noticed no such complaints in the vehicle and the vehicle was running fine even on humps. 2. For the Mileage & Battery Backup issues your technical team did several attempts to resolve but since very long time why still it’s open issues?Whenever the Mileage issue was raised by the customer. Dealer has checked the Battery in BCT and the Battery was found OK as per our norms. 3. Why Charger alone replaced but why battery is not replaced ? , please share the detailed analysis report. What components found defective under our terms and condition of warranty will only be replaced. Dealer found the charger was defective and the same was replaced and the Battery was found OK, so the Battery was not replaced. 4. During warranty period if any unresolved issues are still open for any reason who is accountable ( Company / Customer ) ?Whatever issues raised by the customer has been attended . If any components failed after the warranty lapses, then company is not responsible for replacing such components including Battery. Just because the customer complains some issue during warranty period and at that point of time, if the components are found OK then the components will not be replaced and even if the same components fails once the warranty is lapsed, then also company is not responsible. So only warranty policy are framed.5. There are other issues like front wheel suspenser creating noise if we cross the very small speed break / Road dent , disk break issues etc.. when will be resolved ?Whatever the issue customer has raised, the same has been attended to the best of the ability of our Team as well as Dealers team. However these can be once checked as the customer was not again not specific what is the disc brake issue. 6. Photon 72V OEM Amptek batteries are having 12 months warranty only in open marked (6-month replacement + 6month Prorated ) but Exide Powersafe NXT 26AH SMF Battery having 36 months full replacement warranty in this case, why poor quality Amptek batteries are promoted as OEM battery by your team without considering below parameters? The warranty on EV Battery and the Battery for IC engines varies and decision of fitment of amptex Battery is the decision of the Management. Exide Power Safe NXT 26 AH SMF Battery are used only for Online UPS , Telecom application and this Battery cannot be applied for EV.Sl. NoParametersPhoton 72V OEM Amptek batteryExide Power safe NXT 26AH SMF Battery Comments1Warranty12 months warranty only in open marked (6-month replacement + 6month Prorated ) 36 Months Free Replacement Warranty , including bulgeThis Exide warranty is good for customer delight & business growth2Backup & performanceAfter 100+ cycle backup capacity will be reducedAfter 100+ cycle backup capacity will be increase as per the attached data sheetExide backup & performance is good per the attached data sheet. For me, practically Amptek battery not even last up to 50 cycles.3PriceRs. 3,500.00 (Incl. of GST 19% ) Without Exchange ( as per your dealer quote)htt******ike Rs. 3,330.00 (Incl. of GST 19% ) Without Exchange htt******tml Price is almost similar to OEM battery but overall Exide looks very good. If myself or anybody did this analysis before buy this product then nobody never prefers Photon 72V product. It could be any of the below reasons for the unresolved issues are still open since very long time Insufficient technical knowledge – Our Team as well as Dealer team are well trained and have sufficient knowledge . Negligent service / poor care - HE is the only company in EV industry who takes care of all their customer/ For warranty claim approval process might be TDS job to replace the parts Any Warranty replacement takes place immediately is the same is of manufacturing defect. Thanks & Regards,Siva From: Sarad Pandiri Sent: 01 April 2020 06:32To: Sivakumar Veerachamy ; s******6@gmail.comCc: s******r@heroeco.com; s******h@heroeco.comSubject: Re: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Dear Sir, This is regarding your mail to media and our management about battery warranty policy and inadequate response by our service team (PFA you mail). Please find below my clarifications on each of the issues: 1) Battery Warranty – Photon, which you have purchased contains lead acid battery. It comes with 1 year of warranty on the battery and 2 years of warranty on the vehicle (with T&C). This was communicated to you by our dealership and our service team during the time of purchase of the vehicle and the same is also mentioned in the owner’s manual shared with you (PFA- Copy of warranty policy in owner’s manual ,Page no 13). 2) Service team response – Our service team from dealership and Hero Electric tried to explain the same and also shared relevant information through whatapp (PFA Whatsapp communication). 3) Pending service issues – All your service requests have been recorded in our Job card and have been addressed as well. Our service team was available and worked to resolve all your issues timelessly. However, if you still feel there is any pending issue, we will be happy to assist (PFA Job cards). It’s unfair to accuse Hero Electric and its dealership even after sharing sufficient information on battery warranty policy and other service issues. Hero Electric is committed to its customers and never go against defined policies and take these allegations very seriously. We understand your concern but at the same we appreciate your understanding on our product and battery warranty policies at the time of purchase Request you to please with draw all these allegations. Please reach out to me for any further clarifications or support. Regards,Sarad9538570007 www******ric.in “This message (including any attachment(s) hereto) is confidential and may also be privileged. It is intended solely for the addressee. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this message in error you are requested to delete it from your system. Hero electric is not liable for the improper transmission of this message nor for any damage sustained as a result of this message.” From: Sivakumar Veerachamy [m******v@pansofttech.co.in]Sent: Friday, March 27, 2020 8:12 PMTo: s******i@heroeco.com; s******6@gmail.comCc: s******r@heroeco.com; d******i@heroeco.com; r******l@heroeco.com; a******f@heroeco.com; l******t@heroeco.com; v******i@heroeco.com; v******l@heroeco.com; n******l@heroeco.com; h******r@heroeco.com; A******B@heroeco.com; A******S@heroeco.com; f******r@heroeco.com; Siva Kumar; c******l@heroeco.com; i******c@heroeco.comSubject: RE: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Dear Sarad Pandiri,Can you please produce sufficient evidence for the false statement? From the Day one while driving the vehicle is Auto off with vibrated sound, several time these complaints raised but still it’s not yet resolved not sure what is the technical challenges for your team. ( Please check the job cards & service histories). There are several complaints are not yet resolved. Please try to solve problems as soon as possible. I have lost trust and confident on you and your management. (I can give maximum time line till 20th April -2020, Due to COVID 19 infection spread) If you wish to go ahead with your legal procedures then Wish you all the best on this. I’m also have several contacts and let me address the issues with medias and social Media’s. It will be very hot & viral topic. Thanks & Regards,Siva From: Sarad Pandiri Sent: 27 March 2020 06:21To: Sivakumar Veerachamy ; s******6@gmail.comCc: s******r@heroeco.comSubject: Re: Hero electric photon 72V ,Can you please investigate the service history & help me to resolve the issue on priority? : Kind Attention : Mr.Siva kumar Veerachamy Dear Sir , Greetings from Hero Electric This is regarding your mail on HE Photon 72V vehicle service, we have crosschecked all the contents in your mail and found that the information given by you is not only incorrect but also false. Your contents of your mail are mischievous and give a hint of mala fide intentions. While we are always here to assure the best of services to the customers, we take such baseless allegations very seriously. Request to Please withdraw your false complaints immediately, latest by Saturday 28th March, else I will be constrained to forward your mails to our legal department for an appropriate action. Hero electric is committed and assure you to deliver best service, looking forward to serve you again Thanks & Regards, Sarad Pandiri Zonal Manager (South)Hero Electric 4th Floor, Indicube EdgeBellandurBangalore-103

The problems are: 1.6 lead acid batteries make it heavier 2.Batteries needs rotation.Service center never rotate3.Poor support from show room and service center4.Applying breaks discharge batteries5.Turning on headlight discharges batteries6.Bumper hits road dividers7.Battery charging indicator is worst8.No technical support9.No customer care support10.Savings on petrol and zero maintenance is a shot.

hi i purchased hero electric photon 72 v 9 months ago at first i enjoy the ride after 7 months its battery discharges very rapidly it may not give at least 15 k m mileage i took my bike for service and they told me for replacement battery under warranty but till now. it was about 3 months my bike in service center i complained so many times but there is no proper response from dealer and the company they deleted my comments on their website so guys my request dint buy hero electric bikes they harassing me about 3 moths giving their feed back about battery replacement

Battery performance is good since last 4 month. Shocker kamjor he, bahut jatke lagte he, mere photon ki body me chok bhi aa gaya. Fitting proper nhi he.