Courteous Honda service after a nasty fuel mix-up I am posting the experience of my friend who owns an All New Honda City but is not a TEAM-BHP member.
He had to go through a bizare experience related to fuel mix-up at a petrol pump, on a long journey from Bangalore to Kerala for Christmas holidays. Near Salem, he refueled and continued driving only to realize that the engine is not pulling ahead cleanly and is knocking occasionally.
Wondering whether the fuel quality was bad, he stopped at the next pump again to add some more genuine petrol. While paying up this time, he noticed the previous fuel bill in his purse to learn that they have filled up diesel rather than petrol last time. He had mentioned clearly to fill petrol but the attendant filled up diesel carelessly. In the meantime, he had clocked close to 40+ km with a fuel that is diesel plus petrol combination, on a petrol car.
Panicked, he called up Sales Adviser Manjunath in Whitefield Honda in Bangalore who gave him the number of Honda road side assistance. They searched for his car's engine and chassis number in their database to no avail. His car was not registered with road side assistance. Looks like registering with road side assistance does not happen by itself when you buy the car. Probably, it needs to be done explicitly. Also, there is an option to pay some nominal amount and renew the registration, if expired.
Finally, help arrived from Honda service in Erode. It was 8:30 in the evening. Help arrived within next one hour. They towed the car away. The fuel tank of City is situated some where below the hand brake. Technicians removed the mixed up fuel from tank manually. New fuel was filled up and he continued the onward journey without problems to reach Kerala.
Two days later, things were not looking good again. Car could cruise in higher gears but when in a low gear or when engine RPM increased, the engine refused to oblige and was hesitating. Finally, the car stopped on a slight ascend in MC road near Ettumanoor. It was towed to Vision Honda in Kottayam again. He narrated the fuel mix up instance and they checked the vital parameters of the engine via an automated system to find out that the engine is perfectly fine. Further inspection revealed that the fuel pump, air filter, injector all had layers of carbon deposit which had to be cleaned up.
Still the car was ill and the technicians clueless. Technicians in Vision Honda suspected if the catalytic convertor is damaged. He was asked to leave the car behind. In the meantime, he was consulting with Manjunath and the Honda service in Alwaye too. A catalytic convertor would cost approximately 25K to replace. Within two days, he was called and told that there was pending diesel trapped in the tank still (even after the previous cleanup at Erode) and that that was the probable culprit. Went and picked up the car and drove back from Kottayam to his home town and then again back to Bangalore, without any problems.
Experience with Honda service centers:
After being little shaken up because of the fuel mix-up at the petrol pump, he is extremely pleased by the courteousness of all the three Honda service centers who got involved in various days.
When the first call was made at 8:30 in the evening, they even asked him if he and family had eaten dinner and whether they need to carry food with them. All the promised calls were returned. Throughout, he was updated many times impromptu of all the progress over phone, which inspired lot of confidence.
The pleasant surprise was when at least 3 people had called him from the different service centers in Kerala, to know if the car is running smoothly on his long drive back to Bangalore. Kudos to the team Honda. The managed to pull out the after sales experience correctly which is very vital for a manufacturer to sustain. Once a Honda owner they will try and ensure that you are one forever.
Learning:
1) Have a sticker pasted on the fuel lid of the car clearly indicating the fuel type. Computer printed stickers in numerous designs are available these days in the car accessory shops. Remember, if petrol is supplied to a diesel engine it would have been crippling the engine severely
2) Have Honda road side assistance numbers with you when going for long drives. Make sure you have a valid road side assistance registration
3) While refilling, it may be better to come out of the car and checking explicitly if right type fuel pump's nozzle is inserted into your car's tank
4) In case, you realize something amiss and learned that fuel is mixed up, don't try to run the car to the nearest showroom. Push it to a safe spot in the fuel station and call the service center. Car engine should not be started and it should be towed to the service center
Last edited by B103 : 1st January 2013 at 12:52.
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