Honda Cars India Limited — Avn unit not being replaced for over 4 months

Address:

Gretaer Noida Plant of HCIL

My Honda Amaze(DL1CZ0137) is under warranty and the AVN unit has to be replaced, the complaint was filed on 23rd august 2020 exchanged few emails with Honda Cars India Limited(Regional Manager Escalations North Zone). I still have no resolution no replacement being done so far. Email conversation is :

Dear Madam,

This is with reference to your trailing mail we wish to inform you that handling of all feedback's / grievances received from Honda car

customers in India has been entrusted to Honda Customer Relations. We are your single point contact for all further communications .

As mentioned in the trailing mail the replacement AVN shall be provided to you .

The same is being dispatched in a phased manner as per FIFO .

Once the unit is available our team will intimate you .

We seek your understanding to the above.

Should you have any comments/ questions or queries with us, please do write to us at [protected]@hondacarindia.com or call us at [protected] /[protected].

Thanking you for patronizing Honda and assuring you best of our products and services at all times.

Kind regards,

Poulomi Chatterjee
Regional Manager-Escalations-North Zone
Customer Relations Management
Honda Cars India Ltd

================================================


Our email response Timings- 09:00 AM to 05:30 PM – Monday to Friday.


In case you need any urgent support, we request to please contact our 24X7 support at[protected] or[protected]


================================================

________________________________________
From: shweta sharma
Sent: 03 December 2020 06:04 PM
To: Customer Relations
Cc: gmservice3
Subject: RE: Kind Attention : Mr Sharma(poor service and zero customer satisfaction)

Hi Poulomi,

I have been co-operative for the last 3 months. The complaint was registered on 23rd August it’s been more than 3 months now.

Please specify a date at least I cannot keep waiting for the AVN unit to come in for I do not know how long. I cannot even get the AVN fixed from outside vendor otherwise Honda will not even replace the unit.

This is very frustrating and disturbing. You people are still not giving me a date to get it replaced.

I stay in Noida and travel to Gurgaon every day and drop my kid at my mother’s home every day in the morning and pick him up in the evening. You don’t even realize without the AVN Unit it really becomes difficult to manage my kid in the Car.

Please have your senior call me on my number because it is getting on my nerves now and I really think buying Honda Car was a mistake. You plan me to wait for the AVN Unit to come in and as a customer I also have expectations from Honda to compensate me with some solution. I am requesting in writing to get a direct number for your senior who can help me with this situation.


Regards

Shweta Sharma
[protected]


Sent from Mail for Windows 10

From: Customer Relations
Sent: Wednesday, 2 December 2020 15:54
To: shweta sharma
Cc: gmservice3
Subject: Kind Attention : Mr Sharma

Dear Madam,
It is indeed very unfortunate to learn that issues with the car AVN unit are being faced by you, we regret the same and also appreciate your patience and understanding as we work to resolve the situation.
As you will appreciate that sourcing and logistics are complex parts of supply chain and for the same HONDA also has global sourcing and logistics.
The current prevailing circumstances have adversely affected the complete supply chain cycles there by rendering us in a situation of supply shortage.
At the time of taking your car for repairs our dealer must have informed you regarding the confirmation of replacement of AVN unit of your car. We understand the anxiety and trouble that you are facing and request your very kind understanding and support for the prevailing conditions where HCIL is hard hit by the non-availability of AVN unit supplies from the overseas sources due to certain unavoidable circumstances.
Further our logistics teams are putting in their best efforts to arrange the part for your car at the earliest, although it is taking longer lead time.
Our dealership has been instructed to be in touch with you and keep you posted on the status.
With apologies and regrets for the current situation we seek your very kind understanding and support.
For any further concern/query you may please write back to us or let our Honda One 2 One representative hear from you at[protected] or[protected].

Assuring you the best of our services at all times.
We seek your understanding to the above.

Should you have any comments/ questions or queries with us, please do write to us at [protected]@hondacarindia.com or call us at [protected] /[protected].

Thanking you for patronizing Honda and assuring you best of our products and services at all times.

Kind regards,

Poulomi Chatterjee
Regional Manager-Escalations-North Zone
Customer Relations Management
Honda Cars India Ltd

================================================


Our email response Timings- 09:00 AM to 05:30 PM – Monday to Friday.


In case you need any urgent support, we request to please contact our 24X7 support at[protected] or[protected]


================================================

From: shweta sharma
Sent: 02 December 2020 12:09 PM
To: Customer Relations
Cc: gmservice3
Subject: Poor Service and Zero Customer satisfaction

Hi,

I am writing this email to notify you I really have hard time with Crown Honda Sector 63 Noida. I reported a complaint(token no. B-2871) against the stereo system fitted in my Honda Amaze Pride Edition DL1CZ0137 on 23rd August 2020 and I still have no resolution against the complaint. As per the service advisor the stereo will get replaced and I have been waiting since August and I still have no date when will it be replaced. I even spoke to the GM Service of Crown Honda Shine Thomas and he was unable to give me any resolution to the problem.

My Car is even under extended warranty and the idea of taking the extended warranty was to have peace of mind. Kindly look into the matter and get the issue resolved. I am really frustrated and regret I should not have bought Honda because of your poor post sales service. Please look into the matter and get my system replaced at the earliest.


Regards

Shweta Sharma
[protected]