Jul 08, 2004 12:06 PM
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(Updated Jul 08, 2004 12:06 PM)
A Report of this episode was also published in the Autocarindia May 2004 Edition.
Since the new Honda City does not have a powerful variant and I dont like the looks at all, I decided on buying a Certified used Honda City Vtec.
I was picking up my Honda City Vtec on the 17th of March, 2004. I had first seen this car in the 2nd week of March and instantly fell in love with it. The sales staff at Ichibaan Honda (Authorised Honda dealer at Worli and Kalina, Mumbai) had called me and informed me about an almost new Vtec that was available with their used car department. This Honda City Vtec is a 2003 model, dark silver in colour, single owner and has run only 3260 kms!! I thought to myself that this is a car that has not even been totally run-in and is as good as brand new! The body was spotless, the interiors still smelt like new and everything was really ''tight'' about this Honda. Beside a Pioneer stereo and leather seats, everything else is original about this car. I test-drove the car around Altamount road and instantaneously knew that I wanted to take it home.
It took two days of negotiations before me and the seller finally agreed to a price. The sale price was a little higher than what I thought was reasonable, but the advantage is that the entire sale/purchase transaction was being carried out by Ichibaan Honda - Bombays premier Honda dealer. That, to me, delivered a lot of security since I was buying a second hand car for the first time. Also, I thought, doing a deal through Ichibaan Honda would mean that it is carried out with honesty, sincerity and utter transparency! Its after all Ichibaan Honda who markets why buying a certified used car from them is a 100% ''safe'' transaction.
The financing was approved through Kotak Mahindra (awesome customer support) and the payments made to the seller. Finally on Tuesday the 16th of March 2004, my Honda City Vtec entered Ichibaan premises to be readied for delivery.
Throughout the day, I was in constant touch with Mario, Ronny and Neelam (used car department sales executives) to make sure that everything is fine and that I will be able to take the car home today. They assured me that all is fine and that the car is currently being polished and cleant inside out. We agreed on a 5 p.m. delivery time. The delivery was to take place at Ichibaan Honda, Kalina.
Despite having taken a confirmation from them earlier, I spoke to Neelam at the Kalina branch just before I left my office at 4 p.m. She once again confirmed that all is well, and the car is ready for delivery at the scheduled time. I picked up my family and the 5 of us proceeded to Ichibaan Honda to welcome our new car home.
Buttttttttttttttttt horror struck at 5p.m. sharp as we pulled in our C Class into the Ichibaan compound at Kalina. I received a call from Mario and he asked me where I am. I replied that I have just pulled in to the showroom and will see him in less than two minutes. He sounded really nervous.
The minute I walked in, Mario + Neelam and Ronny asked me to wait in the lounge as the car was being ''readied'' for delivery. I asked them how long it would take and they replied that it would be atleast 2 hours more. I asked them what is happening with the car, and they replied that they are fitting a 12 cd changer that I had supplied for my new car. Now this was a concern as the auspicious period for delivery (My mother and her insistence!!!) was only uptil 6:15 p.m. latest. So I politely requested him to let me perform the puja on the car, and then he can take it back in te service area and finish the rest of the work.
Mario and Ronny gave me some really strange answers about the polish being wet and customers not being allowed to see the car before delivery. I smelt a rat! I told them that I wanted to see my car right then there without any further negotiations.
I walked into the service area alongwith Ronny and guess what I see!! My Honda City Vtec, which is less than a year old and still within the factory warranty period, is sitting WITHOUT the entire front bumper assembly and left front fender near the paint shop. Whats more, I see three mechanics working at a frantic pace on my car!!
I was seeing RED, and was so furious that words cannot explain what was going through my mind. Firstly, I pay a premium price to Ichibaan Honda for the sake of security, honesty and utter transparency. The car was dented apparently while moving around the service station, and they are attempting a QUICK-FIX!
Just the fact of him telling me that the car will be ready within 2 hours means that
He wanted to continue hiding from me that my car was damaged by them.
He was going to deliver the car to me, and just go back to his business as if nothing happened.
If I had noticed damage repair after a week of taking the car, Ichibaan would tell me ''What the hell do I know how your car is damaged. When we gave it to you, it was perfect''.
This is simply a case of fraud! Not only does Ichibaan damage my car before delivery, but they also refuse to tell me about it. Think about it, do you think that this is the first time something like this must have happened? I am sure that there are many unsuspecting Accord and City owners who are driving around in their ''repaired'' brand new cars
without a clue of how their car was ''patched up''
As a customer, what was the whole point in me paying Ichibaan a premium for what I thought would be a spick and span Honda certified automobile? Why did I not go to the disorganized used car segment to look for a Vtec? We all know that used car dealers can be scrupulous in their dealings, but then NEITHER DO THEY MAKE ANY STATEMENT OF WORLD-CLASS SERVICE!
Accidents happen to anyone, and no one is a perfect driver. For all you know, I could have myself dented the car tomorrow while driving to work. The only fact that really cheeses me off is that they tried to lie about the whole thing, hide the fact that my car was damaged by their staff and just deliver it to me without a mention of apology.
Also, can you imagine the quality of a job that has been done to patch-up accidental damage with time as the biggest pressure? Their only concern with the repair work was to give me the car within 2 hours?.NOT MAKING SURE THE PAINT MATCHES.
Honda is really a world class company, but the same cant be said about their premier Mumbai dealership. I think Ichibaan Honda really needs a lesson or two in ETHICAL BUSINESS MEANS.
If you do not want to make a waste of an investment and deal with cheaters - AVOID ICHIBAAN HONDA at all costs!!
Rushabh Parekh
