Hero MotoCorp Genuine Bike Care Products: troubleshooting and FAQs
Troubleshooting tips and frequently asked questions for Hero MotoCorp Genuine Bike Care Products.
Troubleshooting tips
If you suspect a counterfeit Hero Genuine product, verify the hologram and unique code on the packaging by sending an SMS to 57575 or using the Hero Genuine App. Report discrepancies to customercare@heromotocorp.com with photos and purchase details.
For issues with Hero Genuine engine oil (e.g., unusual engine noise, reduced performance), ensure you are using the correct grade (e.g., 10W-30) for your bike model. If problems persist, contact your nearest Hero authorized service center for a free oil analysis.
If a Hero Genuine spare part fails prematurely, do not attempt DIY repairs. Visit an authorized Hero service center with the part and invoice. Warranty claims are processed within 7 working days after inspection.
For Hero Genuine accessories (e.g., mobile holders, seat covers) that don't fit or malfunction, contact the dealer within 48 hours of purchase. If unresolved, escalate to Hero customer care at 18002660018 with your invoice number.
To check the authenticity of Hero Genuine products, download the Hero Genuine App from Google Play or App Store and scan the QR code on the product. If the app shows 'Invalid', report immediately to customercare@heromotocorp.com.
Frequently asked questions
How can I verify if a Hero Genuine Bike Care Product is authentic?
You can verify authenticity by scanning the QR code on the product using the Hero Genuine App, or by sending the unique code via SMS to 57575. If the product is not verified, report it to customercare@heromotocorp.com or call 18002660018.
What is the turnaround time for a warranty claim on Hero Genuine spare parts?
Warranty claims for Hero Genuine spare parts are typically processed within 7 working days after inspection at an authorized Hero service center. You will be notified via SMS or email once the claim is approved.
Who do I contact for escalation regarding Hero Genuine Bike Care Products?
For any unresolved issues, you can escalate by emailing customercare@heromotocorp.com or calling the toll-free number 18002660018. Please have your product invoice and dealer details ready.
How to escalate a complaint with Hero MotoCorp
If the first response isn’t good enough, here’s the path to a resolution.
Hero MotoCorp is India's largest two-wheeler manufacturer. For customer complaints related to products, services, or dealerships, the company provides multiple support channels including a toll-free helpline, email, and an online complaint form. If the issue is not resolved satisfactorily, customers can escalate to the Nodal Officer. Further unresolved grievances can be taken to external consumer protection authorities.
Contact Hero MotoCorp Customer Care
Reach out to Hero MotoCorp's primary customer care via toll-free number, email, or online complaint form for issues related to products, services, or dealerships.
Customer Care Helpline
18002660018
Toll-free number available for customer support.
External Escalation via Consumer Protection Authorities
If the issue remains unresolved after escalating to the Nodal Officer, you can approach India's consumer protection authorities such as the National Consumer Helpline or file a complaint with the Consumer Commission under the Consumer Protection Act, 2019.
Call the National Consumer Helpline at 1915 or visit consumerhelpline.gov.in to register your complaint.
You can also file a formal complaint with the District/State/National Consumer Commission under the Consumer Protection Act, 2019.
For sector-specific issues, consider approaching the relevant regulator (e.g., RBI, TRAI, IRDAI, BIS) if applicable.
Tips for a stronger escalation
Always note down the complaint reference number and keep a record of all communications.
Start with the primary customer care channel and allow reasonable time for resolution before escalating.
When escalating, provide a clear and concise summary of the issue, previous complaint details, and why the resolution was unsatisfactory.
Use written communication (email) where possible to maintain a paper trail.
If contacting via phone, note the date, time, and name of the representative you spoke with.
Consider using social media (e.g., Twitter) to bring attention to unresolved issues, as companies often respond publicly.
Stop chasing emails
Log the complaint once in the Simply C2 app and keep every escalation step, date and reply in one place.
