Since early 2000s I've been a dedicated Honda customer and even now we own 3 Honda scooters in our family.(Registration Nos TN76D7266, TN07CL1753, & TN76M8470. I'm saying this to say as a customer I've been loyal to the brand for 2 decades plus.
Over time the company has succeeded admirably in garnering a large market share, but somewhere along the way lost customer focus and sensitivity, which in the first place ensure their success.
I live in tenkasi, (South Tamil Nadu) and we have Ishana Honda as the dealer here...a dealer, who i believe has no clue of managing customers. I'm not basing my accusation over one incident, but my experiences over the past few years. The earlier dealer, Meenakshi Honda, with Mr Dalton at it's helm managed things and customers admirably. But alas with change of guard came deterioration.
My current experience was that i had given my scooter no. 7266 last sat, 29/7 for addressing a drag in the scooter. I was told that some fork parts and the rear tyre needed replacement.
I agreed and the scooter was delivered to me today the 31st. I observed the meter needle was moving eratically, a problem that wasn't pre existing.
The dealership by way of the service manager Mr Vigneswaran informed me in so many words that the dealership cannot/will not accept that the meter did not have a pre existing issue and hence the dealership will do nothing towards resolving the meter issue.
Bottom-line, i was informed that it was my words agaist the dealerships and they would prefer to go with their contention... In so much calling my integrity to question.
My humble submission is this: in such cases where truth cannot be verified, if it Honda's started stance to question the customer veracity?
If that be the case I'm sorry that it will prove to be an uphill task to stem the rot, particularly at the rural agencies.
I don't know if you would reach out to me with a solution. But as a senior citizen i will expect the courtesy of a reply from your management.
Regards
V Chandrakant
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