[Resolved]  Honda City — NON-HONOURING OF EXTENDED WARRANTY

I purchased one honda city vtec model (WB 02 W 8875) in december 2006 in Kolkata, West Bengal. I paid extra to cover the car under extended warranty.

On March'2009, I approached Imperial Honda (an authorised dealer of Honda) as the driver's side seat belt was not functioning. The warranty manager, after consultation with Honda, approved the replacement free of cost. As they did not have the material in stock, they issued me a zero value invoice mentioning that the seat belt was not available in stock and asked me to contact after 10 days. I kept on enquiring till mid April'09 but without any fruitful result. Then I approached Honda one 2 one customer care. They noted my complaint under their reference no. 40900846. After few days, they contacted me and told me to go to Pinnacle Honda (another authorised dealer in Kolkata) who apparantly had the stock. Simultaniously one lady called Avilasha from Pinacle Honda also called me and told me to bring the car to their office. As the car was otherwise running ok, I thought of taking the car to them when the next service would be due.

I took the car to Pinnacle Honda on sunday, the 5th July'09. Next day, their service department called me up and told me that they have asked for all the invoices from Imperial Honda and once they receive them via e-mail, they will take necessary action. Monday afternoon, they called me up again to say the seat belt in not covered under extended warranty.

I was really surprised. How can an approved replacement be turned down overnight by a company of Honda's stature!!. Today (i.e 7th July'09) I called up Honda one 2 one again and talked to one lady called Ritwika. As things stand now, she has promised to talk to the concerned department and will get back to me. I have been, in the meantime, informed by pinacle Honda that the car is lying at their workshop in otherwise ready condition, except the disputed replacement.

My issues are:

1. A company can not turn down an already approved replacement at their own whims and fancy.

2. What is the real spirit of extended warranty when all claims can be turned down under the pretext of normal wear and tear?

3. Why should customers run from pillar to post to solve their complaints. Why the procedures are made so complicated, as if to make the customers tired and frustrated and give up the whole desire to ask for replacement under extended warranty?



Regrads

Debasish Sarkar
Phone: [protected]
Vehicle No. WB 02 W 8875