Wednesday, 16 February 2011

Honda Cars India - Poor Customer Response - No responsibi​lity for Manufactur​ing Defects



From: <AmitDayanand.Gupta@hdfcbank.com>
Date: Thu, Feb 17, 2011 at 10:45 AM
Subject: Fw: Honda Cars India - Poor Customer Response - No responsibility for Manufacturing Defects - Mail 3
- Hide quoted text -
To: cerc@wilnetonline.net

Dear Sir,
I have got your reference from a close friend. I am going through an issue with regard to Honda Cars. Would like your attention and guidance in this case.

please find the chronological details of the matter.

I had bought a Honda CITY GXI model on Dec'08 from Harmony Honda, Chandigarh.

Since purchase of the car, it has got serviced almost regularly at the Honda Service Centres only. Last Service was done in Aug'10 at Sunshine Honda, Jaipur. Since then the car has covered approx. 5000 KM.

In Jan'10, the oil chamber of the car had got hit by a stone in the night, hence there was a small leakage from the chamber. The chamber was changed immediately through Pinkcity Honda, Jaipur. At the same time the fender lining and engine cover was also damaged by the stone (Basically the under the engine plastic lining).

During the repairs, Pinkcity Honda forgot to put the engine cover.

After few months, the fender lining again got damaged as its base is actually the engine cover, since there was no engine cover, it was loose and got damaged. This time I sent the car to Sunshine Honda, Jaipur. They only reverted back to me stating that there is no engine cover, hence the fender lining has got damaged. Hence, I had to get both the things replaced again at my own cost.

on 7th Feb'11, I sent the car to Sunshine Honda, Jaipur for replacement of the windshield, as it has got a crack while driving. I got a call back from the service centre mentioning that there is a leakage from the engine and I should see it for my self.

On 8th Feb'11, I went to their service centre, where they explained to me that this kind of damage can not come because of any accident and hence it can not be covered under any kind of accident claim. Basically there was a hole in the engine block. (The pictures are attached with this mail for your reference)

That day they told me that it would cost approx. 2.5 lac for the replacement of the part as the part can not be repaired. At that time, I requested them to check with the company, that since it is a manufacturing defect and in a car like Honda City such kind of occurrence is not normal, it should be replaced by the company. That very day company's Area incharge Mr. Abhinav was also present in Sunshine Honda. They asked me to wait for their response in this case. I told him that the car is hardly 2 yr 1 months old and the warranty has just expired in Dec'10 and this problem can not come up in just overnight kind of manner. Also that the car has hardly covered 28,400 KMs so far.

On 8th Feb'11, I got a call from Mr. Ajay, GM-Sunshine Honda, in the evening mentioning that this can not be done and the company has rejected the claim.

On 9th Feb'11, I called Mr. Ajay and asked him to provide me with the company's official contact nos. and mail ids, so that I can interact with the company directly. Mr. Ajay just gave me the contact no. of the local Area Incharge Mr. Abhinav and expressed his reservations in providing any other details in this regard.

On 10th feb'11, I called up Mr. Abhinav to discuss this case. His reply was that since the car is out of warranty, they are not liable. I insisted that I want to discuss the matter with someone senior in the organisation, to which he replied back stating that he can give any details of any senior person and in case I want to do anything, I can write a mail to the customer care ID of Honda Cars.

On 11th Feb'11, I sent a mail to Mr. Ajay, requesting him to revert back to me in writing with regard to the following queries:-
-- What is the exact technical defect / damage in the engine/ bock? What could be the possible reasons?
-- What is the solution for this?
-- What is the cost of correcting this?
-- If the damage / defect is not due to normal wear and tear or accident (as the car has hardly run for 28000
KM so far in last 2 yr 2 month period), why can't the Honda company change / replace the part?

Sunshine Honda or the company have not reverted to me on the above queries till date.

Since, I was not satisfied by the answers from the Service centre or the Area Incharge, I wrote a very strong mail to their customer care id on 12th Feb'11 to their customer care id with a cc to Sunshine Honda.

Meanwhile I tried my level best to find out details of some senior officials so that I could discuss this matter with them. However, please note that there was no reply from either of their officials or customer care id till Monday morning. So I wrote another mail to them on 14th Feb'11 to every possible e-mail of Honda Cars, which I could lay my hands upon. But, again there was no response or call from the company.

Also that very day, I talked to Honda Cars corporate Sales Head Mr. Ashish Kaul, who asked me to forward the mail to him with details, but he has also not reverted on the matter afterwards.

Yesterday (15th Feb'11), I got a call from Sunshine Honda, Jaipur saying that I should call up their Area Manager and discuss the matter with him. Frankly speaking, I did not call Mr. Abhinav again as his last interaction was totally hands off approach and I did not wanted any further frustration in this regard. Though I did got a message through a close friend of mine that Honda RSM have told them that if I am ready to pay 1.27 lac, then they can get the part changed. Please note that till date, nothing has been given to me in writing from the company with regard to any matter.

After this, I wrote another mail to all the possible company officials, clearly mentioning that I am not going to let this issue go like this and would take it up to the last level.

Yesterday, that is on 15th Feb'11, I have got a mail from their customer care id mentioning that they are looking into the matter and that they will talk to Pinkcity Honda, Jaipur in this regard. It was clear that none of the senior person had read my mail so far, as I had clearly mentioned that my car is lying with Sunshine Honda.

Today, I got a call from the GM of Sunshine Honda, Mr. Ajay. He asked me to visit their service centre, as the Area Manager had come today and he wanted to discuss the matter with me. When I reached there, he again tried to convince me that the best they can do is that they will replace the part at a cost of approx. Rs. 1.27 lac. At the same time, he also tried to put the blame of the damage on to me by saying that since the car was hit (that was in Jan'10 and we are talking about the leakage now), and the oil chamber was damaged, hence due to heating this problem could occur. Again, please note that till date there is nothing in writing from them to me.

So, here is the total a/c of issue. All my communications with them is their in the tailed mail.

Sir, I would request you to please guide me further in this case and also suggest that should I take a legal route or not?

I strongly believe that it is a manufacturing defect and the company should own up the liability in this case.
(See attached file: IMG_2379f.JPG)(See attached file: IMG_2352a.JPG)(See attached file: IMG_2353b.JPG)(See attached file: IMG_2376c.JPG)(See attached file: IMG_2377d.JPG)(See attached file: IMG_2378e.JPG)

Contact Details of Relevant People here:-

Harmony Honda
Dealer: JOSHI AUTOMOTIVES PVT LTD
Address: PLOT NO. 67, INDUSTRIAL AREA, PHASE II, Pin Code : 160 002, Pincode - 160002
City: Chandigarh
Email: sales@harmonyhonda.in , ceo@harmonyhonda.in , joshihonda@gmail.com, info@harmonyhonda.in
Phone: 0172-5022222Fax: 0172-5022225

Pinkcity Honda
Dealer: Pinkcity Motors (P) Ltd.
Address: C-9 (A), Road no. 1, V.K.I. Area, Jaipur
City: Jaipur
Email: service@pinkcityhonda.com
Phone: 0141-5114933, 0141-4100200Fax: 0141-5115300

Sunshine Honda
Dealer: Agrasen Cars (P) Ltd.
Address: G-153-154,Behind Infosys, Sitapura Industrial Area,Jaipur, Pincode - 302020
City: Jaipur
Email: sales@sunshinehonda.net, gmservice@sunshinehonda.net
Phone: 0141 - 3001231/9351063964

Honda Siel Cars India Ltd.
Plot No. A-1, Sector 40/ 41
Surajpur-Kasna Road
Greater Noida Industrial Development Area
Distt. Gautam Budh Nagar
U.P. 201 306
Zonal Office: ( North & East Zone same as above)
Some of the e-mail IDs, where I have sent mails so far:-
callcenter@hondaindiacrm.com
customer_relations@hondacarindia.com
hondaindiacrm@caretelindia.com
&
abudki@hondacarindia.com
AHamada@honda.com
itakanobu@honda.com
ITetsuo@honda.com
jsen@hondacarindia.com - Sales President - Honda Cars India - 9811193920
kkoichi@honda.com
ntakashi@honda.com - Country Head - Honda Cars India
Otatsuhiro@honda.com
ravisharma@hondacarindia.com
saba@hondacarindia.com
suniti@hondacarindia.com
Stakagi@honda.com
tito@honda.com
Tiwamura@honda.com
Toyama@honda.com
Tshigeru@honda.com
akaul@hondacarindia.com - Corporate Sales Head - Honda Cars India - 9810556325

Thanks and regards
Amit Gupta
09309037343

----- Forwarded by Amit Dayanand Gupta/Direct Sales/Tonk Road-Jaipur/HBL on 02/16/2011 11:13 AM -----
Amit Dayanand Gupta/Direct Sales/Tonk Road-Jaipur/HBL
02/15/2011 12:11 PM
To
takashi.nagai@honda.com, takashi_nagai@honda.com, tnagai@honda.com, ntakashi@honda.com, nagai.takashi@honda.com, nagai_takashi@honda.com, takashi_nagai@hondacarindia.com, nagai_takashi@hondacarindia.com, nagai.takashi@hondacarindia.com, takashi.nagai@hondacarindia.com

cc

Subject
Fw: Honda Cars India - Poor Customer Response - No responsibility for Manufacturing Defects - Mail 3

Dear Mr Takashi,

I am not sure what is your e-mail id. Hence I am trying various cobinations of your name to reach you.
If this mail finds you. The least I expect is that I get a proper response from your organisation

regards
amit


----- Forwarded by Amit Dayanand Gupta/Direct Sales/Tonk Road-Jaipur/HBL on 02/15/2011 12:08 PM -----
Amit Dayanand Gupta/Direct Sales/Tonk Road-Jaipur/HBL
02/15/2011 11:56 AM
To
customer_relations@hondacarindia.com, callcenter@hondaindiacrm.com, hondaindiacrm@caretelindia.com, abudki@hondacarindia.com, tnagai@hondacarindia.com, ntakashi@hondacarindia.com, Takanobu.Ito@honda.com, tito@honda.com, itakanobu@honda.com, Takanobu_Ito@honda.com, Koichi.Kondo@honda.com, kkondo@honda.com, kkoichi@honda.com, koichi_kondo@honda.com, Tetsuo.Iwamura@honda.com, Tetsuo_Iwamura@honda.com, TIwamura@honda.com, ITetsuo@honda.com, Shigeru.Takagi@honda.com, Shigeru_Takagi@honda.com, STakagi@honda.com, TShigeru@honda.com, Akio.Hamada@honda.com, Akio_Hamada@honda.com, AHamada@honda.com, HAkio@honda.com, Tatsuhiro.Oyama@honda.com, Tatsuhiro_Oyama@honda.com, TOyama@honda.com, OTatsuhiro@honda.com, anita@hondacarindia.com, saba@hondacarindia.com, ravisharma@hondacarindia.com, suniti@hondacarindia.com, customer_relations@hondacarindia.com, Ptibrewal@corvoshandwick.co.in

cc

Subject
Fw: Honda Cars India - Poor Customer Response - No responsibility for Manufacturing Defects - Mail 3

Dear All,

This is to remind you all that so far, no one from Honda Cars have even tried to contact me.

I am trying my level best to get in touch with the concerned teams. The local Area Manager Mr. Abhinav have clearly refused to give any contact information about his Direct Supervisors or other top officials of the organisation.

Both the dealers, Harmony Honda(Chandigarh) and Sunshine Honda(Jaipur) has also refused to give any contact details or e-mail ids of designated officials of Honda Cars in India. They have also clearly shown their in capability to help me in this case. In fact Sunshine Honda has also refused to give anything in writting to me.

Earlier they told me that this kind of damage can not happen even in a major accident and now I am being informed indirectly that my car has got hit and due to that reason this damage has developed.

Either the company officials are thinking that this matter will get resolved after some time and I shall loose my patience and leave it. I am also being advised that I should get the engine fixed outside of the company service center through Aluminium Welding.

I have no choice but to move ahead in my action now.

So far, I have sent these mails to only the Indian publications and News Channels.

My Next step would be to write to each and every international magazine possible with regard to Auto industry. Afterall it should be known to the world at large on what are the standards of a branch like Honda.

I have also started an internet campaign on all the major blogs and social websites in this regard.

I am planning to recruit promotion executives at local level and they shall prominantly show the pictures of my car's engine and explain the issue to each and every customer walking in or out of the Honda showrooms in atleast 4-5 major cities. If I can bear a loss of Rs. 7 lac, then another few thousands would not really worry me much.

Finally, I am going to make all the top brass of Honda and both the above mentioned dealers as party to this issue and go to consumer court.

thanks and regards
Amit

----- Forwarded by Amit Dayanand Gupta/Direct Sales/Tonk Road-Jaipur/HBL on 02/15/2011 11:40 AM -----
Amit Dayanand Gupta/Direct Sales/Tonk Road-Jaipur/HBL
02/14/2011 11:42 AM
To
customer_relations@hondacarindia.com, callcenter@hondaindiacrm.com, hondaindiacrm@caretelindia.com, abudki@hondacarindia.com, tnagai@hondacarindia.com, ntakashi@hondacarindia.com, Takanobu.Ito@honda.com, tito@honda.com, itakanobu@honda.com, Takanobu_Ito@honda.com, Koichi.Kondo@honda.com, kkondo@honda.com, kkoichi@honda.com, koichi_kondo@honda.com, Tetsuo.Iwamura@honda.com, Tetsuo_Iwamura@honda.com, TIwamura@honda.com, ITetsuo@honda.com, Shigeru.Takagi@honda.com, Shigeru_Takagi@honda.com, STakagi@honda.com, TShigeru@honda.com, Akio.Hamada@honda.com, Akio_Hamada@honda.com, AHamada@honda.com, HAkio@honda.com, Tatsuhiro.Oyama@honda.com, Tatsuhiro_Oyama@honda.com, TOyama@honda.com, OTatsuhiro@honda.com, anita@hondacarindia.com, saba@hondacarindia.com, ravisharma@hondacarindia.com, suniti@hondacarindia.com, customer_relations@hondacarindia.com, Ptibrewal@corvoshandwick.co.in

cc

Subject
Honda Cars India - Poor Customer Response - No responsibility for Manufacturing Defects

Dear All,

After trying my level best to get in touch with the company officials, either through mail or through calls, I am forced to write such a mail.

While you can go through the tailed mail for detailed understanding of the issue, I would like to highlight few things here:-

-- I had bought a Honda City for Engine reliability. As a customer, I would not presume that a Honda engine would develop a problem like Leakage in such a short span of time.
-- The company prominently displays its commitment and orientation towards its customer's issues everywhere on it's website across the world, where as the attitude is totally different from what exactly it professes.

I have been trying to get the contact details / email Ids of the company officials from the local dealer and the Area manager Mr. Abhinav, but they have clearly refused to give any details. Also, they are not arranging for dialogue with the company officials in this regard.

If I do not get a proper response in this regard now, I shall be forced to resort to the Consumer Court.
Despite my best efforts to first get things resolved through proper channels, I am not able to get a solution to my problem.

This, I never expected in a car like Honda City.

Thanks and regards
Amit Gupta

----- Forwarded by Amit Dayanand Gupta/Direct Sales/Tonk Road-Jaipur/HBL on 02/14/2011 11:10 AM -----
Amit Dayanand Gupta/Direct Sales/Tonk Road-Jaipur/HBL
02/12/2011 11:20 AM
To
customer_relations@hondacarindia.com

cc
gmservice@sunshinehonda.net, pkchakravarty@hondacarsindia.com

Subject
Fw: Honda City - HR 36J 1234

Dear All,

I bought a Honda City GXI model in Dec’08 from Chandigarh Harmony Honda. Truly speaking I was made to believe that they are always present in my service for any issues which I could face with regard to the vehicle.

Since the time of purchase, I have got my car properly serviced on regular intervals.

Truly speaking the reason behind purchasing a Honda car is purely the engine performance and quality. Otherwise in similar or lesser cost, there are other good cars also available that too in diesel engine, where I could have saved a lot in fuel cost.

I would like you to please read this mail fully and help me.

In Jan’10, while driving on the highway during night time, a large stone, which was lying on the road, hit the oil chamber and also damaged the engine covering which is under the car engine. Also the fender lining of both sides were damaged due to this reason.

The car was then sent to Pink City Honda in Jaipur for repairs. Very conveniently they forgot to change the engine cover and within few days, both the fender linings were damaged again, as they are supported by the engine cover only. So, I had to get them changed again.

When I got feedback call from Honda, I reported this to them and there were few more calls which I received after that, but to talk about any action on the defaulting service center….NONE so far. As customer, I had to bear the expenses of all those damages. If the engine cover would have been changed in the first place, even that cost would have got covered through insurance company. Rather I had to bear the cost of getting the new engine cover replaced along with the new fender linings.

Thanks to the traffic in our Indian cities, we have got used to scratches and dents here and there in our cars. But, if by any chance we need to get the same repaired, then the only solution is to shell out the total cost of replacement of the part as there is no repair facility of most of such parts at the Honda Service Centers. Only solution they have is to replace the part. Again, why should you bother? After all a customer who has bought a Honda City, for him a few thousands should not matter at all.

In last 2 Yrs 2 months period, my car has covered approx. 28000 KMs. The warranty of the car has got expired in Dec’10. Like a standard Indian fool, I did not go for the extended warranty. In fact I was never asked and nor did I enquired. Or like I should have actually imagined that there can be troubles in Honda engines in such short span of time.

I sent my car for some small work to the Sunshine Honda Jaipur on 7th Feb’11. They called me back mentioning that there is leakage of coolant from the engine block. They also told me that once they deliver back the car to me, I should get the same repaired through some Aluminum Welding from outside as this can’t be repaired and also that this type of damage can’t be caused by an accident and hence can’t be covered under insurance as well.

When I visited the service center, I was told that they have not recommended any such step and they will discuss the same with the company and revert back to me. A rough estimate of replacing the part is Rs. 2.5 lac. I was also informed that the leakage will aggravate from these levels and would cause further damage. At that time the Area In-charge from Honda was also present, who assured me that they will do whatever best they can do in this regard.

However after 2 days they have reverted back plainly stating that since warranty is expired, hence the company is not responsible for such damage. When I called the Area in-charge and asked him for contacts of some senior persons from service / repairs departments and his immediate Supervisor’s contacts, so that I could discuss this issue with them at least once in person, he clearly refused to give any further details in this regard. Also I had requested Sunshine Honda to provide these details in writing, but they have not reverted so far on this matter in writing. Hence I am not sure whether they have actually discussed the matter the company and what is exact cost for this part replaced?

I am not sure on how should I react or express my feelings in such a scenario. A Honda car is normally preferred for its engine quality only and even if I would have taken an extended warranty of upto say 5 years, and what if such an occurrence would have happened after that? Had my car’s usage been very heavy, I would have taken the logic of wear and tear as well. But at 28000 KMs, that too in a car, where you presume that till at least 2-3 lac KMs, it wouldn’t show any sign of slowing down, its beyond understandable levels.

I had bought this car after putting in all my hard earned money into it without any loan. Today, how do I manage to put another few lacs for a problem which is purely a MANUFACTURING defect? How can a company like Honda shy away from its responsibilities of providing a high quality engine performance?

I am writting this mail to you in expectations of a positive reponse from the company, which has prominently mentioned everywhere in their website that quality of service and products is one of the their prime objective.

Also, please find the images of the damaged postion attached with this mail.

Regards
Amit Gupta
09309037343


----- Forwarded by Amit Dayanand Gupta/Direct Sales/Tonk Road-Jaipur/HBL on 02/12/2011 11:08 AM -----

Amit Dayanand Gupta/Direct Sales/Tonk Road-Jaipur/HBL
02/11/2011 02:23 PM
To
gmservice@sunshinehonda.net

cc
customer_relations@hondacarindia.com

Subject
Fw: Honda City - HR 36J 1234

Dear Ajay,

I am waiting for your revert.

regards
Amit


----- Forwarded by Amit Dayanand Gupta/Direct Sales/Tonk Road-Jaipur/HBL on 02/11/2011 02:23 PM -----
Amit Dayanand Gupta/Direct Sales/Tonk Road-Jaipur/HBL
02/11/2011 11:04 AM
To
gmservice@sunshinehonda.net

cc

Subject
Honda City - HR 36J 1234

Dear Ajay,

Request you to please revert back with the following queries,

-- What is the exact technical defect / damage in the engine/ bock? What could be the possible reasons?
-- What is the solution for this?
-- What is the cost of correcting this?
-- If the damage / defect is not due to normal wear and tear or accident (as the car has hardly run for 28000 KM so far in last 2 yr 2 month period), why can't the Honda company change / replace the part?

Also, request you to keep the car at your point for sometime till there is solution for this problem, as I can not drive it in this condition.

thanks and regards

Amit Gupta