Honda Cars India Ltd. — Pathetic after sales service from spectrum honda, dibrugarh

Address:

Dibrugarh, Assam, 786001

Having the desire of purchasing a HONDA car within reasonable range i have waited for 1 year and rejected the offers from other car manufacturing companies, although considerable amount of discount/offers is offered at their end.But i have planned to stick to my plans. With the launch of NEW HONDA JAZZ with good security features i have planned to purchase the said car and have started enquiry from Spectrum Honda, Dibrugarh.Getting the verbal assurity of good service from the sales persons, i have ignored my problem of distant location of dealer as my work station is in Jorhat, Assam around 150 km from the dealer.Purchase process goes well and i have purchase a Honda Jazz (I-VTEC) on 14.10.2015.

On 31.10.2015 at 2.53 pm i have received a call from the dealer enquiring about the service quality. She has requested to give 10 marks out of 10, so that the dealing staffs has good future prospect and this also will increase the image of the concerned dealer. I wish for their betterment, so i gave 10 marks out of 10.Additional interesting fact the telecaller informed me "if you give 10 out of 10, you will get good service in future from the dealer".It means if someone gives less marks, he/she will not get good after sale service.I did not understand as it seems more as a threatening than as a request. But i have decided to give 10 out of 10 as it may help someone.

My first service is due on 1000 km or 1 month whichever is earlier.So i have started enquiring about with the sales person whom i have contacted for purchase of the vehicle ie Mr.Deepjyoti Haloi.Being a Banker, my schedules are usually very tight, so i was planning to go for my first service on Sunday ie, 08.11.2015.I has a slight scratch on the front right side of my vehicle, which i need to get painted.He informed me that painting is not possible on Sunday and inform me to come on some other working days.He ask me to give him a call to book for service.As per my record i have booked for service on 08.11.2015 at 11.58 pm.

On 09.11.2015 we have started our journey early at 5.00 am as we have an appointment with a doctor for my ailing wife. But due a fire in a oil taker between Moran and Lepetkata, Dibrugarh, the road was blocked for 3-4 hours and we have reached late.we have entered the dealer at 11.30 am.We have entered the service area for the documentary work.The lady at the service centre directly said "you have no booking".I was shocked, as i have enquired a no of times with Mr.Haloi before coming to this point and has booked the same on Sunday as i have already mentioned.I have called the concerned person to enquire.He was on leave on that day and said " no, the booking was made and ask me to give the phone to the concerned lady", they have spoken for sometime and we have been kept waited.Finally, the lady said " ok, it was made in the Sunday evening " As already informed to Mr.Haloi, i ask her to paint the scratched area which is considerable small.She inform me to talk to Mr. Keshab Gogoi, the in charge of paint section.The straight reply i got, not possible today, you have to leave the vehicle for one day in the workshop.Again, i called the sales person Mr.Haloi and ask him why did he call me if painting can't be done, he has no reply.Now, i come to know that all are same and they are not going to respond to my request, so i requested Mr. Keshab Gogoi to do the general servicing, he went for vehicle inspection. During inspection i request him to check the Brakes sound and Bumper adjustment. He replied we will check the brakes but bumper adjustment is not possible today. Now, i get angry and shouted at him " what you can do?"Observing my angriness, he has noted the same in the service sheet in a unwilling attitude, which a premier customer does not expect.

After getting the vehicle into the service area at around 1.00 pm, we have went for seeing a doctor nearby as by that time condition of my wife has worsen.But we could not traced any one.Thereafter we have waited till 3.00 pm each time requesting the persons in the service room to do it early as somehow we have delayed our appointment with the doctor to 4.00 pm and condition of my wife becomes more serious.Additionally, we have to go another 200 kms to reach our work station ie, Jorhat.

Wahh...finally What a reply from Mr. Keshob Gogoi, we can't deliver the vehicle before 6.00 pm.Considering indifferent attitude from Service area employees, i have left with no other option than to personally visit the service area to see the present progress. The vehicle was kept intact and with the little adjust of front bumper.Seeing myself there Mr.Keshob Gogoi rushed in and said that your bumper was cracked, whereas no damage was there in the bumper before putting the vehicle into the service room.This means that as a revenge to my anger during vehicle inspection, he has willingly broken the front bumper.I have explained my problems to Mr.Jayanta Ghosh, dealing technician for internal servicing.Being a man with humane nature and watching my ailing wife standing besides me, he has completed the process with 10 minutes and went for a test drive for checking the brakes, the sound of brakes was not there at that time.But later on the problem again arises.He rushed the vehicle to the washing section.There also Mr.Gogoi( a short guy) if i has not made any mistake helped me to complete the work as early as possible. He on humanity ground considering my doctor's appointment and long distance of return, has cleared the Vehicle before a vehicle locally from Dibrugarh.This attitude of the Employee is not appreciated by the seniors and was scolded for such consideration.This process also takes hardly 30 minutes.

I hurriedly return to the Service Room to get the invoice of first service, but there also they have waited me long and at around 5.00 pm we were able to come out of the dealer. Due to much delay, we are unable to get any appointment.

Another suprise of the day is puncture of front right wheel.A new car which has just run 1200 km, how can a tire be punctured?There is a defect with the tyres of the Company.There is leakage of air from the front wheel resulting in this disgusting condition.As the spare tyre is R14 size, i have to purchase a new tyre on the very next day costing Rs.5000/-

I felt to be at great loss and disgusted to be attached to a Company/dealer who can't provide the minimum service that is being expected by every Customer. As a Customer of your products, i request the Company / concerned dealer to give reply to the following issues:
1) What is my use of giving 10 scores out of 10 to a service of a dealer, if i actually got ZERO? After reading the above narration, do the Company feels a Customer will be satisfied with the service?After giving such service, do a sales person have the right to ask for good score for their service?
2) If a dealer can't give the service, why they call a Customer to harass? What is my use of pre booking for service, if after booking also none of my issues are attended? It is universally known that free service is nothing but giving a good wash to your car.It is again proved by the service of the dealer.
3) Do the Company/Dealer thinks a good review from such a disappointing Customer?
4) I did not went 200 km from my work station, with loss of 1 day leave just to wash a car.It is available in my area at just Rs.200/-. Why my issue of painting the little scratch of right front side, brake sound etc are not at all attended?All these issues are being discussed with the sales person before making the pre booking. Who will bear our cost of fuel/fooding/new tyre cost, as i got nothing except harassment?
5) Do the Company/Dealer only trains sales persons to attract Customers, not the service persons to handle a Customer? Do you that a Company/Dealer will gain business if the sales and service are completely opposite, one gaining at one end and other losing at the other?

I am at great loss and is completely harassed and disappointed by the service of the dealer.My first free service has resulted nothing but loss of my time, energy and money.As such reimburse me the following expenses which i would have avoided, if i would not have chosen your service:
a) Cost of Fuels(Rs.2000/-) and Fooding (Rs.2500/-) total amounting to Rs.4500/-
b) Cost of new Tyre purchased for Rs.5000/-

All the above narrated matters are true and can be supplemented by proofs/records/bills etc.This can also be enquired with some of the staffs of the dealer with whom we have made verbal request.My intentions are neither to hamper the Company's/Dealer's image nor to revenge any employee but to lighten you with the present horrible service condition of the dealer ie, SPECTRUM HONDA, DIBRUGARH