Aug 28, 2011 05:22 PM
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Please read this with patience, it is a long complaint from a customer who had dreamt of a Honda car and is now extremely frustrated with the decision of buying a Honda City.
I had got my car repaired from Ring Road Honda in Sep 2009 for a noise issue from the engine. During that repair, the windscreen of my car was broken in the service center for which the Ring Road Honda service center replaced the windscreen of my car. After that I never went back to Ring Road Honda for any service or repair for my car. However, a couple of months back I noticed that water seeping into the car from the sides of the windscreen. On 16th Aug 2011, the steering wheel of my car got jammed, in the parking of my office and I called the Honda Road Side Assistance, and they suggested that the car needs to be picked up in a tow truck and need to be carried to the nearest service center, which will be Ring Road Honda. The call(Case No. 30702) was logged at 4:45 pm on 16th Aug 2011 for the tow truck with Honda Road Side Assistance and the help arrived at 9:30 pm and that too with the wrong tow truck. “Hats off to the service commitment from Honda” – The commitment was that by 1 hr the help would reach me.
Finally next day(17th August 2011) my car was taken on the tow truck to Ring Road Honda. I thought, a blessing in disguise, since I will also be able to take up the issue of the windscreen with the service center. Fortunately, my car was handled by the same service advisor, who had handled the car in 2009(R/O No. H140920090016 dated 14th September 2009. Invoice No. 919807 22nd September 2009). The car was taken for the repair for steering wheel and I also told him about problem of water seepage from the sides of windscreen(Repair Order No. H170820110085 dated 17th Aug 2011 1:03 PM). He said he will take up the matter internally however, it is almost 2 years since the windscreen was changed, it may not happen free of cost. I told him that it was a mistake of Ring Road Honda, since they broke the windscreen, and they had not fitted it properly, else the problem of seepage would not have come. However, I would still be ready to bear partial expense. He said he will revert after discussing internally. On Friday 19th August 2011, I spoke to service advisor and went to Ring Road Honda to speak to his superiors/ seniors on the issue of windscreen water seepage. There I met AGM Service. He was kind enough to discuss the issue and also evaluated the issue by discussing with the expert for windscreen fitment in the service center, and suggested that the windscreen needs to be removed and refitted, which will require the rubber beadings also to be replaced. He suggested that the overall expense will be Rs. 7000 inclusive of rubber beading, glue and labour; and we split the expense 50-50. That means I would need to bear Rs. 3500 for repairs(re-fitment of the windscreen). I agreed for the same. He also assured that the car will be repaired by evening of Saturday 20th August 2011, however they will call me by 1 pm on Saturday to confirm the same. I told them to take ample time and ensure the windscreen fitment is done correctly so that the problem does not arise again.
Finally, I went to take the delivery of the car on Thursday 25th August 2011 at 12:10 pm, after the assurance from service advisor that the car has been repaired and he had checked it thoroughly. A shocking surprise to me, the front bumper of the car had a scratch and a yellow paint rub mark across the front side of the bumper. I called the service advisor, and requested him to get it repaired through a paint touch up and get it done asap, since I had to rush for a meeting at 1:00 pm. I again asked him to be sure that they had replaced the beading and had refitted it, and he assured me of the same. He suggested me to settle the bill, which was Rs. 4008(Invoice No. 1115838 dated 21st Aug 2011 6:25:07 PM), instead of Rs. 3500, as agreed with AGM Service. I asked service advisor, and he said the taxes are extra. I again trusted them and made the payment(Receipt No. 34372 dated 25th August 2011). In the meanwhile service advisor got the rubbing and paint touch of the front bumper, and got it rectified. Certainly it is not the way it was, the mark is visible. However, I was prepared to ignore it, since I have already had enough of chasing with Ring Road Honda, and wasn’t willing to pursue another issue with them. I took the car and left for me meeting, since I was already late.
Unfortunately, the worst was not over yet, on Saturday 27th Aug 2011 morning, I noticed that the beading does not appear to be new and has peeling off marks. I am absolutely aghast with the kind of work Ring Road Honda has done. Not only have they shattered my trust, they have cheated on me. They had removed the old rubber beading and fitted back the same beading. However, they have charged me for a new beading. I realized I did not notice this while taking the delivery of the car on 25th Aug 2011, probably because of three reasons – one the urgency of reaching office for my meeting at 1:00 pm, two the not so good light inside the service center workshop and three the scratch mark on the bumper which I wanted them to repair(as thus shift of focus) . I immediately called the service advisor, and told him that they have cheated me and the beading is not new, it has cut and peeling marks. I asked whether they actually replaced the beading or not, and he said that the work was done in the body shop and the body shop in-charge told him that the beading was replaced. I asked him to connect me to AGM service, and he provided me his mobile number. I spoke to AGM at 11:49 AM and shared this with him. I also told him that they have cheated me and I am going to take serious action about this. He said he will check this with the body shop in-charge and will revert to me in sometime. He called back at 12:51 PM to take the details of my car, that I provided him. He again assured that the Body Shop person will revert to me on this. Since, I did not hear from them till the evening, I called AGM at 5:26 PM and 5:27 PM, however, the calls were rejected. I am still waiting to hear anything from them.
At this time, I am really frustrated with the kind of experience I have had with Honda Service and I am wondering how these issues will be resolved.
I am sure this is not the kind of service that Honda provides its customers in Japan and US. Then why Indian customers are subject to such harrasment.
My sincere advice to all "Please donot buy a Honda Car".
