[VahanPujari]

Originally Posted by VahanPujari

So, Honda / dealer must of course solve the problem without any further cost & inconveniency to you.

If I'm not wrong, it'll be a challenge for you to convince the above to the Dealer/ Honda. This is based on their furious attempts to walk away from the issue on the day of your visit. And also its very difficult to get Honda for replacement of parts. Have read on the forum that they ask 100's question & make it so difficult that the customer starts thinking of getting it done on his own.

Originally Posted by VahanPujari

Sterio lights getting it done from outside may go against you & they WILL try to use that against you. Guaranteed.

Manveet,

I mentioned earlier that it'll be a challenge

• to convince Honda / Dealer that the problem crept up because of their goof up.
• to get Honda/ dealer for replacement of parts.

Honda/ Dealers are not used to these. They are used to dominate because of market leadership of some of their models enjoyed & the faithfull following they enjoy. The reputation/ ego will come in between of a simple task of acceptance & solve the issue. Unfortunately it does not help either that the perception & word-of-mouth even on the forum about the upkeep of a Honda & that it takes only Rs. 500 - 1000 in a year to keep a Honda City running (as nothing happens to a Honda)

Getting Sterio lights repaired from outside was a mistake & again as mentioned before they ARE GOING to use this to their advantage. This is now being proved by their reply as well.

Sad to hear that even after spending 15K on a part, it caused another problem & I hope the issue is not costly (though it looks to be costly the way they're running for cover in their reply & actions)

IMO, the best course of action you should go for is to do what hurts them the most else you'll not get that elusive reply to your mails which you're still awaiting. So what is it that hurts them? Reputation, Reliability, Domination, Customer Loyalty. You'll have to hit on the reputation with the actions that may damage (other) customer loyalty. You may need to send link of this thread to Honda India, Honda International, Some other car forums, probably media. The key is how much pressure you can build up thro' all these & thro' your contacts with Honda management.

[manveet]

Originally Posted by svsantosh

1) You dont intend to take it to the customer court?

I am not sure whether I have the time to do that, but I will bad-mouth Courtesy at every opportunity I get. A friend of mine almost bought an Accord from them a few days back, but I convinced him to finally purchase it from Southend, which he did on Friday. Haha, small pleasures.

Originally Posted by svsantosh

] 2) Honda is supposedly a good Cust oriented company. Haven't they responded yet?

Supposedly, yes they are customer oriented. And no, they were supposed to call within 24 hrs, and this was 12-15 days ago. I'll call them tomorrow and see what they have to say about that. Will keep you posted.

Originally Posted by svsantosh

]
3) You dont even have the option of selling the car since the main display isnt working and its very obvious. just stay in here for the long haul. These A.$$ guys need to learn their lesson.

Firstly, we're not planning to sell the car. With the limited mileage they do, we like to keep our cars for real long - they just keep getting passed down the family heirarchy

If you read the thread, the main display has already been fixed from outside Honda Authorized Service. I've been maintaining the OHC on my own for a decade now, so am sure I can manage the Accord as well, provided it stays far away from Courtesy. :P

[manveet]

Originally Posted by VahanPujari

IMO, the best course of action you should go for is to do what hurts them the most else you'll not get that elusive reply to your mails which you're still awaiting. So what is it that hurts them? Reputation, Reliability, Domination, Customer Loyalty. You'll have to hit on the reputation with the actions that may damage (other) customer loyalty. You may need to send link of this thread to Honda India, Honda International, Some other car forums, probably media. The key is how much pressure you can build up thro' all these & thro' your contacts with Honda management.

Absolutely agree with you.

But my impression about Honda still remains that they are a customer-oriented company. I think the problem lies in the un-professionalism of Courtesy Honda, which needs to be brought to their notice effectively. Lets see, will speak to Honda Care and update you guys tomorrow.

[EssYouWe]

Irritating pests!

Can't believe they had the guts to call you 'hyper'!

Anyways, being somewhat of an electronics engineer, my guess would be that the sensor caused/is still causing a difference in the driving voltage. Would recommend you get it checked before it incurs lasting damage. I do not understand the logic of how two *different* parts could be interchangeable just because both were certified by Honda (that too for two different cars with two different electricals).

Sorry about the whole experience bro!

[NutsNBolts]

This is a like a horror story of a different kind. A Service engineer threatening to sue the customer, heck, that's a new one. Surprising that Honda themselves have not responded to your mailer. I would think that if some manufacturer charges a premium, the customer support will be premium too. This seems to fall flat on face. As an offside, it will be nice to know if (dis) courtesy honda have got any pending consumer cases against them.

[manveet]

Originally Posted by NutsNBolts

Surprising that Honda themselves have not responded to your mailer.

To be fair, I have not written to them as yet. My only formal communication to them was via a compliant to "Honda One2One" on 4th Sept.

Them were to respond in 24 hrs., but its now been over 15 days! Today is a holiday so there is no answer, I'll be calling them again tomorrow.

[manveet]

Originally Posted by NutsNBolts

As an offside, it will be nice to know if (dis) courtesy honda have got any pending consumer cases against them.

This is what a quick google search threw up. It's about Courtesy Honda not fixing a nut properly because of which this guy loses all his engine oil within 15 kms of leaving the Service Station.

Courtesy Honda Complaints - Negligence of Honda authorized service centre

And this is what Courtesy Honda had to say, a quick quote from the article ..

Originally Posted by complainant

Meeting : 16th April, 2008

After lots of pain a meeting was fixed with Honda executives (1. Mr. Rajneesh Raheja, Area Manager- North & East, 2. Mr. Umesh Bhutani, Regional Head – Service, 3. Mr. S.P. Singh, Service Manager – Courtesy Honda) on 16th April. In the entire meeting speculations and stories where made to quote a few, as said by Mr. Singh that someone might have tried to steal the engine oil from my garage and as said by Mr. Umesh Bhutani who is the Regional Head Service Honda that from Rajinder Nagar to Punjabi Bagh someone might have got beneath my car and have taken out the drain out nut while standing on the red light. Very funny this story was and on top of that this type of explanation do we expect from Honda Regional Service Head to cover up the negligence done by the service centre people in the 3rd service of my car.

Truly unbelievable Courtesy Honda is. Do we laugh or do we cry?

[coolboy007]

Originally Posted by manveet

Honda is a client of ours and so we know a few people in Honda management - Dad will most likely speak to them. As a loyal Honda customer for 20+ years he is darned pissed, and already looking for a new car for himself.

So the bad dealers havent left even the Honda brand. How can they just clear them off any error and are saying that the lights didnt blew off by their actions. Regarding Dad getting pissed off, well he ought as i share the same thing here. When you blindly trust a brand and have faith in it and the co does such cheap tactics is really heartbreaking.

Now "dis"courtesy honda has a point against you of getting the work done outside but how can one drive a car without no lights at the central console? Its a common sense, bear the heat without AC and not even basic controls for days?
We would have to tell bhpians not to go to this serv centre if they dont help you properly in this regard. A thread name changed will be a good idea then.

Originally Posted by manveet

Them were to respond in 24 hrs., but its now been over 15 days! Today is a holiday so there is no answer, I'll be calling them again tomorrow.

Wasnt it you who had got a reply that Mr ahmad or Mr xx will talk to you soon. Noones has contacted you from then? Very bad. You may have links in the management but then what about a normal customer? The basic thing he expects from a Honda, Maruti, Ford, Fiat is that he atleast gets a call from the company regarding it which he isnt getting.
I never expected Honda to not respond through their website's complaint section.

[VahanPujari]

Originally Posted by manveet

But my impression about Honda still remains that they are a customer-oriented company.

Originally Posted by manveet

This is what a quick google search threw up. It's about Courtesy Honda not fixing a nut properly because of which this guy loses all his engine oil within 15 kms of leaving the Service Station.

Courtesy Honda Complaints - Negligence of Honda authorized service centre

And this is what Courtesy Honda had to say, a quick quote from the article ..


Quote:
Originally Posted by complainant

Meeting : 16th April, 2008

After lots of pain a meeting was fixed with Honda executives (1. Mr. Rajneesh Raheja, Area Manager- North & East, 2. Mr. Umesh Bhutani, Regional Head – Service, 3. Mr. S.P. Singh, Service Manager – Courtesy Honda) on 16th April. In the entire meeting speculations and stories where made to quote a few, as said by Mr. Singh that someone might have tried to steal the engine oil from my garage and as said by Mr. Umesh Bhutani who is the Regional Head Service Honda that from Rajinder Nagar to Punjabi Bagh someone might have got beneath my car and have taken out the drain out nut while standing on the red light. Very funny this story was and on top of that this type of explanation do we expect from Honda Regional Service Head to cover up the negligence done by the service centre people in the 3rd service of my car.


Truly unbelievable Courtesy Honda is. Do we laugh or do we cry?

I also tend to agree with you that Honda is a customer-oriented company. However, a customer-oriented company may have responded within a definite timeline to the mail/ complaint/ issue highlighted to them by a customer. Obviously, the dealer is at fault. But at the same time Honda should have responded & helped you resolve the issue.

In the 2nd case also, I guess its mentioned that Mr. Umesh Bhutani is Regional Service Head of Honda India & not of the Dealer. Right? How can he say those words that on the way someone might have got beneath the car & taken out the drain out nut while standing on the red light.

Remember? I mentioned it'll be difficult to convince them that they can FALTER. Your issue & above issue proves that. Its natural psychology. they're not used to it.
The reality is they've yet not accepted the mistake - neither dealer nor Honda. Right? So, even after so many days, you're still at step 0 without any progress. My suggestion is you'll need to substantially increase the pressure & make life difficult of all those involved.

[NutsNBolts]

Originally Posted by manveet

Truly unbelievable Courtesy Honda is. Do we laugh or do we cry?

Two choices, either roll over and go to sleep like a good dog or be a tenacious one who barks and bites till it hurts. Please do not take the analogy as demeaning, it is just as example. If you have invested your hard earned money, you deserve that your returns are not misappropriated due to some nincompoops.

[narayan]

Originally Posted by manveet

Absolutely agree with you.

But my impression about Honda still remains that they are a customer-oriented company. I think the problem lies in the un-professionalism of Courtesy Honda, which needs to be brought to their notice effectively. Lets see, will speak to Honda Care and update you guys tomorrow.

Manveet - wrong impression buddy.

If you write to HONDA CARE, the query is first sent to the dealer and they ask the dealer to solve the problem at their end first.

I will be pleasantly surprised if a HONDA EMPLOYEE responds to your call - like say an area manager etc

its going to be your own battle vs "courtesy" HONDA

i don't know at what stage of your patience you are at but you may even consider making a rear windshield size poster about courtesy HONDA and paste it in ur car, take a picture and send it to courtesy HONDA and HONDA saying that if your genuine problem is not solved within a specified date, that poster goes straight to your windshielf and ur car will be parked in prominent places till the issue is resolved...

[H3LIOS]

I think there is a disconnect between the Car Companies & their dealers. The dealers' short-term attitude seem to run against the companies' long-term goals.

It seems to be a common practice for dealers to get the papers signed before they show the serviced/repaired vehicle to you. And one of the papers says that you received the car in good condition and that the service/repair was done to your satisfaction. I will try to remember to always check the vehicle before signing those papers.

- Teja

[manveet]

I just had a word with Honda One2One. The process they follow is that they inform the dealership and the dealership is supposed to get in touch with me to resolve the issue.

As per Honda One2One, the latest communication they have received from Courtesy Honda is on the 15th of September, and it states that a letter has been sent to me that resolves/clarifies the situation. Well, it has been 7 days since, and I definitely haven't received ANY such communication from Courtesy Honda.!!

So I am now sending a link to this thread and my Complaint No. to customer_relations@hondacarindia.com, which will supposedly be read by Honda Seil and "they" will respond.

Overall, the way things are moving, I will be pleasantly surprise if anything positive comes out of all of this. Honda as definitely lost a direct customer, not to mention indirect ones as well.

[NutsNBolts]

I was reading on another thread about how Toyota had responded to a customer query. A case of success having gone to head for Honda?

[filcord]

I don't know about the situation outside Goa. Here, the only Honda dealer is the same company that also has the Ford dealership, and which skinned me raw for the four years I owned a Ford escort. This is the only reason I will never consider a Honda or a Ford in Goa.
If this is a pointer to how Honda monitors it's dealers, all I can say is: Gawd help us!