Honda — Improper treatment and Unsatisfactory Service from Dealer

About a week ago, I had given my Honda Activa scooter MH 12 EV 5915 for a paid service to B U Bhandari Auto Ltd. at their Viman Nagar Signal Junction branch at Pune. I had listed about 6 to 7 complaints and was assured by their authorized person who booked my scooter that it will be taken care of. I even asked him if they would open the drum of the hind wheel and check if the liners had become hard since the vehicle was not stopping as it should when braked. He said "Of course, it is included in the paid service and we shall pour some petrol on the liners to make them soft." I even told him about the misfiring and excess petrol consumption and the lock of the dickey seat not opening among other complaints. I asked him to lubricate the handle lock and the side stand and the kick start, as they were running a bit rough. He spoke very diligently and assured me of good service. I signed that the service was done satisfactorily and I was happy - NOW THIS WAS DONE EVEN BEFORE ANY WORK HAD BEEN PERFORMED ON THE SCOOTER. I WAS MADE TO SIGN ON GIVING THE VEHICLE FOR SERVICING - ABSOLUTELY RIDICULOUS. When I contested that how can I be satisfied when the vehilce has not even been touched by him or his mechanics for any repairs, he answered that this was the mode of functioning of all their service outlets in Pune and if I had any objection to it, I may take the vehicle elsewhere for getting it serviced. NOW IS THIS CUSTOMER SERVICE AND SATISFACTION - IF IT IS - INDIA HAS REALLY PROGRESSED BY LEAPS AND BOUNDS. I was getting late for my office and kept quiet and just gave in and signed on the service job card as he wanted me to do. I asked him for the charges and he informed me that for servicing their establishment charges Rs. 200/= and for spares extra as per costs. I asked him that if any spares need to be replaced, will he inform me. He took my mobile no. on the job card and told me that it would be done.

I have now driven the vehicle for about 4 to 5 days and found that the misfiring is still continuing, the rear brake is still not working to satisfaction, the dickey seat and handle locks still do not function smoothly, the kick start lever is still very very hard to turn on its side before kicking for starting, and the fuel average has gone further down than what it was when I had given the vehicle for servicing. I approached him on Thursday to report about these points and told him to reduce the idling too as the vehicle when stopped near a signal, raced a bit too much. He reluctantly told me to meet one Mr. Mirajkar, whom I presumed to be the head of the service department there. Mr. Mirajkar gave me about a minute to tell him all of the above and he indirectly softly shouted at his mechanic to attend to the idling. The mechanic made a face and got some meter and non-interestingly banging around, opened the bonet of the scooter and showed me the idling meter reading saying it was normal. I told him to reduce it. He reported this to Mr. Mirajkar, who was sitting close by - who sarcastically told him to reduce it till I was satisfied. He did it while murmuring to himself - to which I felt very insulted. He told me that the fuel consumption had gone up and the average come down as the fuel tap had become direct - now what he meant by it, I could not understand. I asked Mr. Mirajkar that since my vehicle was still in warranty, should it not be replaced free of charge. He told me no and that I would have to pay for it. I then asked him if they had opened the brake drum since it was not functioning properly for braking. He said that we do not include it in the servicing and that I would have to pay Rs. 60/- extra for it if I wanted to get it done. I told him what the person who had booked my scooter for servicing had told me - that it was included in the service. He disagred. I asked him then what did they charge Rs. 200/= for - was it only for washing the vehicle. He said they did many a task on it. I told him I found none of my complaints had been attended to. He plainly told me to complaint to the company HQ at Gurgaon. I told him that I was not a person who feels afraid to complaint and if he thought that his rough talk and high handed attitude would frighten me from exercising my right, he was wrong. I would surely do it since I am an educated man and know how to deal in such situations. I even told him that I would knock the doors of the consumer court and write letters to Times of India for all that had transpired between us. He retorted "GO AHEAD, NO ONE IS STOPPING YOU".

It is for t his reason that I am now sending this complaint to you and would request that I see the light of justice. Please advise me what should be the first step that I should do - should I go to the Police and complaint or is there something else that would get results faster? PLEASE DO ADVISE ON TOP PRIORITY.

Eagerly awaiting you cooperation.