Last month on 7th I visited your Arise Honda Workshop at Srinagar, J&K with some problems including Handle problem (which actually has been due to wiser) some issues created during previous work at the same workshop for which then also complaint for poor work and attitude was raised but no resolution due to various reasons and I had forgotten it, though you can check from records and mails. However, soon after I had been watching and due to lockdown and myself being outside city, I couldn’t visit workshop for follow up and recheck. Meanwhile, I got call from CRM (a lady) from the same workshop for feedback on work and performance and I confirmed work was satisfactory but there is some issue in the vehicle.
Accordingly, today, on 13 August, 2020 I visited the same workshop for repeat job of earlier un-satisfactory work and washing of scooty. I reached the workshop at about 1.00 PM and could leave by 5.30 PM only. While attending the work of my vehicle, the attending mechanic pointed out that the wisor (cover comphandle) is broken and unprofessionally fixed with un-usual fixers like foam pieces. I told them whatever has been done it has been done at this workshop only and I never go outside for any type of work or repair. The advised me to meet the Service Manager, which I did. The service manager has been very rude and despite my assurances, he didn’t accept my justification and neither could prove that it has been done otherwise. He scolded and removed me from his chamber un-professionally and warned that he would have beaten me had I been younger to him. Such was his attitude. When I told him that I am going to take up the issue with Honda for poor service and rude customer relations, he replied go and do whatever you can thus downplaying a customer of Honda. He also agreed to pay 50% of the said part but when I said still I will take up the issue with Honda, he refused and directed to pay full payment, which I did conditionally to take up the matter with Honda for resolution of the issue. I have asked the CRM present also to record complaint. On the customer safety and facility front, this is worst, most of the employees without masks, no sanitizer available and I was there in the so called customer lounge for more than 5 hours in scorching heat but even a single drop of water was not available or provided even on repeated request not to speak of a cup of tea or coffee.
I always, service or repair, if required my vehicles at the company authorized service centres only and never trust outside mechanics even if known to me and as such whatever has been done, has been done at the same workshop only. I am ready for any investigation to prove it and ready to face any cost if proved wrong. I have kept the replaced part and fixers and also some photographs for review and verification.
I request, fair justice in this case and request that since the problem and defect has been created due to poor workmanship at the workshop full cost of the said part should be refunded to me for which I am ready to go to any level. Some other customers also shared their woes of the workshop with me after I raised the issue of poor workmanship and distrust. There is nobody supervising the work attended by the mechanics and Service Manager remains confined to his chamber and on departure, I tried to meet him and discuss the overall work experience he was not in his chamber for more than one hour till I left.
I simply request to resolve the issue and improve the work culture and customer relations of the said workshop and refund the full cost of ‘cover comphandle’ (wisor), which I have paid under protest.
I had thought to share the grievance on social media platform but before that I thought it suitable to raise issue with you one to one and resolve which will be in the best interest of both sides.
Hope you will properly understand the issue and reply with justified resolution without favouring your service station unilaterally, where, i know you have more financial interests than me.
Looking forward for early response.
Honda 2 Wheelers India customer support has been notified about the posted complaint.
