Honda CB Twister — NO RESPONSE OF COMPANY

Address:

North East Delhi, Delhi

Dear Sir,

Customer care number:[protected] and 2290926
If some one dials these numbers than will hear only automatic responses like-
Ø Thank you for calling Honda Motorcycle and Scooters
Ø Please dial desire Extn. No. Or press 9 for operator assistance
Ø How can a customer know the desire Extn. No., So he dials 9 for operator assistance
Ø After pressing 9: - Please wait a moment
Ø Sorry, No one is available to answer your call.
Internal Extn. Numbers are not written any where on HMSI web site, so customer can never approach the Customer care.

I am sharing also my experience with Customer care nos.; I could talk to customer care nos. (by dialing the desire extn. No.) only 2 times which is taken by Mr. Umesh Khaturia.

Ø Many times I got automatic responses only.
Ø Mr. Umesh Khaturia made phone calls – 3 Times only
Ø Mr. Arun Saroi made phone calls – 1 Times only
Ø Customer made phone calls to HMSI concern - 30 times
Ø Mr. Upadahaya denied talking to customer.
Ø Email sent to HMSI- 16 nos. – Never got any written answer or response from Email.
My phone calls records will support these activities.

I will also reveal the truth about your material department and quality control department for supporting the vendor defective products by doing re- work or repairing work ……………. Bri…………………..

Now I would like to reveal the truth about HMSI customer care, Technical support Engineer –Mr. Umesh Khaturia and Dealer Concern Mr. L.K Thakur –Rajendra Honda.
They people never taken any initiative to resolve the problems and always shown pessimism and made lot of conflicting statements. Mr. Umesh Khaturia said to me” After all you will come to me” No body will listen to you, No body will respond you….Do whatever you want.
Due to some Ego problems of Mr. Umesh Khaturia and Mr. L.K Thakur.They people never taken any initiative to resolve the problems.
I purchased a Bike Honda CB Twister with Reg.No. –DL 5S BG 3874 on dated 4-May-2012 from the Rajendra Honda (Jhilmil Colony), same day during purchase its fuel tank was changed due to scratches on fuel tank.
After two days of purchase, bike started to consume petrol with high rate (500 Rs petrol bike run only 160 kms), I tried to search the problem and found that petrol leakage in form of constant drop at the carburetor overflow pipe. I made first complaint at service dealer – Rajendra Honda (Jhilmil Colony) on dated 12-May-2012 (Invoice no.-12IW02235) and requested to attend it, but after 1.5 hours of efforts job card was made and their technician Mr. Ashok checked the leakage and accepted the problem. Instead of repair or replacement of carburetor, cleaning of carburetor was done in front of me and bike handed over to me.
Bike continued to consume petrol with high rate than again I made 2nd complaint and also given for first service at Rajendra Honda on dated 30-may[protected] Rs petrol – bike milege-496 kms) (Invoice no.-12IW03739),
Ist Service With Complaints.
The person who was making the job card checked all problems and mentioned in the job card.

1.Carburetor Leakage

2. Self Start Problem

3.Lock problem

4.Bike was moving with heavy Jerks, if chowk of the bike was activated than it absorbed some shocks.
At evening bike handed over to me and said to me that we have resolved your all complaints, I checked the consumption of petrol and leakage after this service , I found no improvement in consumption and leakage problem, little bit improvement in the problem of jerks , self start problem and lock problem found ok.

Impacts of work after first service
· Bike Clutch remains engaged with Engine after pressing the full clutch lever, It results Kick start Problem.
· Bike engine oil leakage from the dipstick area.
Two new problems were added after this service.

On dated 8-June-2012, I made 3rd complaint at Rajendra Honda (Jhilmil colony) and requested to resolve problems (Invoice no.-12IW04417). Bike handed over to me after two days without doing any work.

After lot of harassment, I sent E- mail to the HMSI customer care on dated 12 June 2012 and waited for the response of HMSI customer care. After 15 days on dated 27 June 2012, I got phone call from Mr. Umesh Khaturia (HMSI Service support). “What a surprise, I got it after 15 days of Email”
I told him about the problems and discussed about the carburetor overflow pipe, he is an engineer and was saying that chowk is used for overflow not overflow pipe of carburetor. I corrected him that chowk is used for providing the rich mixture when there is starting problem in the engine. He said it is your pre-set mind “Petrol leakage from Carburetor”. After long discussion, he said to me that –Visit tomorrow at Rajendra Honda for bike repair and he would talk to Mr. Alok Pandey.
On dated 28-June-2012, I visited Rajendra Honda and made the 4th complaint in this matter (Invoice no.-12IW05915), Bike checked by Mr. Ashok (Technician- Rajendra Honda) and told to Mr. Wasim (Supervisor) that there is Leakage from the carburetor overflow pipe. Mr. Wasim made the phone call from the land line no. and told to Mr. Umesh Khaturia about the problem.

Complaints written in the job card on dated 28 June 2012
1.Carburetor Problem
2.Lock problem
3. Bike reserve Problem
4.Bike moving with Jerks
5.Bike Mileage problem
6.Engine Oil leakage problem from dipstick Area.
7.Bike Kick Start Problem In Gear

On 29-June –2012, I visited to Rajendra Honda for the delivery of Bike ,they insisted for the road test ,I denied due to lack of time and delivery taken and promised for road test on dated 30 June 2012.
Road test was done on dated 30 June 2012, with some terms and conditions like 4 readings will be taken, Instrument must be calibrated, Road condition must be taken Ideal, Engine will be stop at red light etc. First Reading recorded “100 ml petrol=6 kms”
Mr. L.K Thakur set the carburetor at very lean mixture resulting, Bike was moving with jerk and Knocking and was not able to move smoothly at low speed even at primary gear or at any uniform speed.
That’s why bike run 6 kms in 100 ml petrol with the short duration of time; Rate of vaporization of petrol from the leakage area was also for short duration so it could not give the actual reading. Altough it must be within the range of 6 - 6.5 km/100ml if company standard says 70 kmpl
If settings are restored according to the company standard than result will be very clear.

Many readings taken after 30-June –2012, Bike given the mileage of 50 kmpl.
Some Reading taken by operating the petrol On-Off Knob of bike (If bike is running – Petrol Knob at on position), (If bike is not running – Petrol Knob at off position) mileage recorded 55 kmpl.

After 30-June –2012, I talked with Umesh khaturia and sent some photographs of problem area and a video recording of problems and requested him to resolve the problems.
On dated 19-July –2012, Mr. Umesh Khaturia visited Rajendra Honda instead of physical checkup of bike or resolving the problem, He criticized and made many conflicting statements with Mr.L.K Thakur .At that day only one problem attended –Engine Oil leakage and report submitted by Mr. Umesh Khaturia that he has checked the bike physically and it is ok according to him.
I sent lot of Emails to the customer care and reminders but I did not get any email and support from Customer care. On dated 25-July-2012, I received phone call from Honda customer care,Mr. Arun Saroi talked to me and asked about the problems,I elaborate the entire situation and he requested to Mr. Umesh khaturia for physical check up of bike.
On dated 28-July-2012 (Invoice no.-12IW08089)
2nd Service With Complaints

1.Carburetor Problem

2.Bike is moving with heavy Jerks

3.Bike Mileage problem,

4.Bike Kick Start Problem In gear – Comparison made with some other CB Twister bike and said it is ok.

I met with Umesh Khaturia and discussed the problems and all complaints were written in the job card at that day also he has not checked bike physically, I said to him if they don’t want to resolve the problems than change the carburetor and give it to me , I will send it to the testing and report will be sent to the HMSI,Mr. Umesh Khaturia asked from the L.K Thakur,Now what we have to do? I m not sure about it, Are you sure?
Another Conspiracy arises from the mind of Mr. L.K Thakur and Umesh Khaturia and said to me, carburetor cost will be about 4000 Rs and it must be tested from Our approved vendor and we will write the part serial no. Within our record.
It gives the clear indication that they will be able to modify the report or Vendor of HMSI will never bear the entire cost and further investigations in this matter. That’s why they raised these terms and conditions to closed the matter.
After these terms and conditions, I denied changing the carburetor because it makes no sense. I said to him, do not change carburetor of bike and attend the all problems.
Mr. L.K Thakur said we can’t do cutting in the old job card so new card will be made, I said ok, New Job Card (Job Card no.-28757) was made with token no.-58, when I asked to write the problems and complaints in new job card, than by order of Mr. L.K Thakur, Problems were not written intentionally. So intended to close the matter forcefully. At the time of delivery, I also mentioned this forceful activity on delivery coupon and job card also.
I have attached problems summary with reported dates and action taken by Rajendra Honda and Mr. Umesh Khaturia. So please find the attached documents also. Summary can be verified from your service dealer records.
I again request to you to take corrective action in this matter, I only need bike well performance without any problem.




Your Sincerely
Chetan Pratap (M-[protected])
(Diploma in Mechanical Engineering,
B.Tech in Mechanical and Automation Engineering,
M.B.A in Operations Management)