| Address: Mumbai |
| Website: Honda India |
Complaint - Id-1-[protected]
Honda returns Car after servicing with Faulty EPS.
Date Car given to Honda Workshop - June 09, 2022
Car asked to be collected - June 17, 2022
Incident Date - June 17, 2022 - After collecting Car from workshop, the problem started in less than 1 km
We send Car to the reputed workshop, which costs at least 2-3 times the normal workshop cost, for peace of mind, thorough work, and stringent quality check to avoid malfunction or failure due to workmanship.
However, it is not expected that the workshop returns Car with additional defects and then asks the customer to pay for it.
My car was handed over to the workshop in perfect condition, driven by their driver from my residence, however, it came out from the Workshop with a major fault, which can't be just a coincidence. Please note that I am very sensitive towards my Car, and maintain it well, and that's the reason sending it to the Honda workshop for painting at my own cost (not insurance) and paid INR 21, 000/-, which could have cost much lesser at a local garage. This premium price is paid for assurance of the best guarantee work.
Description
I got a call on June 17, 2022 afternoon stating that the car will be ready and I need to travel to the workshop to collect the car which I went. They refuse to deliver to my residence, which Honda usually does and it surprised me.
The car was picked up from the workshop by myself. After traveling for less than one kilometer there was some sound in the left portion of the car and then after traveling for some more distance some stiffness in the steering was felt. I didn't realize if there was some problem. However, after a further few kilometers, the steering wheel became very hard, and not able to turn left / right. To avoid any casualty, I parked on the roadside and called the service manager, and explained the problem. He gave me the contact of another technician. However, after several rounds of discussion, the problem was not identified. Since it was late evening, I was told that no help is possible and the car can be driven home or parked where it is.
After waiting for a few hours when traffic got reduced, I slowly drove the car to my home, as the roadside was not a safe place. I was promised by the service manager, that the car will be picked up the next morning for checking. They speculated that there may be some circuit issue that occurred while battery fitting etc and some connections may have detached while denting / painting.
The next morning, I had to make numerous calls all over for car pick up as it wasn't attended as confirmed. It was also escalated to the customer executive but no response. The car was picked up by afternoon, after repeated requests, with the promise that the Car will be delivered by evening after checking/correction, if any.
Around 07.15 pm (June 18, 2022), I got a call from the workshop stating that the scanning is not complete and they have to keep the vehicle for another 2 days for checking. I was promised for response on Monday (June 20) morning after checking with senior technicians.
On not getting any update from the workshop on June 20, I again had to chase everyone, including customer support. It was day 12 (June 20). This was really shocking to note that after 3 days of checking at the advanced Honda workshop, the problem was not able to be identified. I was left with no choice but to bring to the notice of Honda management now.
I highlighted the below issues over mail to Honda India and Arya Honda
* New issue immediately after delivery of the car at the workshop. Honda needs to take ownership of the Car at their workshop and return the Car after the thorough check-up.
* Customers are not allowed to senior management/customer head. In spite of multiple requests, neither call was connected or contact details were shared?
*Poor experience at workshop for not planning of work - Dockyard
*Car discharged to the customer without checking.
* Steering issue cropped after denting painting work at Honda workshop.
* 3+ days' time to just scan the circuit and the problem is still not understood?
On June 21 (after 4 days scan), I got a mail from Arya Honda that EPS needs to be replaced and I need to pay INR 30, 000/-, aside INR 21, 000 already paid.
This is certainly blackmailing by Honda to ask for money from the customer for a problem created by their workshop.
I have written to Honda India who promised a resolution. I was conveyed that Arya Honda will contact. However, Arya Honda wants INR 30, 000/- to proceed.
I have written several emails to Honda India who continues that they are working on the issue and will provide a solution.
It's Day 18 and still no response from them. I am commuting for the past 18 days without a car incurring huge costs but Honda is least bothered by customer agony. Looking forward to a solution for the above-created problem.
Honda 2 Wheelers India customer support has been notified about the posted complaint.
This is for your kind information that the registration no of my bike is entered in my complaint dated on 19-07-22 wrongly by mistake. It will be WB12BG9603. Please do the needful.
Thank you.
Biswajit Dey