Honda Cars India Ltd. — inordinate delay in servicing of vehicle at olympia honda ambattur and deplorable response from service team.

Address:

Chennai, Tamil Nadu

Sir,
Tn 06 t 2937 - honda city.
Eng no l15z14401495

Date of incident & towed to service center: 19/12/18
Date when the insurance surveyor reported to have given clearance: 21/12/18 (Bharti axa - chennai fpv/12535452/24/03/005788)

Brief description about the damage: bumper, radiator and condenser reported damaged in a freak incident of one iron rod piercing from bottom.
Present status of repair / delivery: company reports it is not yet done and the vehicle will be handed over after repair. (After 10 days yesterday i received one whatsapp photo o[censored]nattended vehicle)

I am g raghavan from axis bank and on our collective decision my bank has procured more than 5 vehicles in the year 2017 from olympia honda, ambattur, chennai.

My vehicle's radiator/ condenser are reported damaged due to piercing of one iron road, and the vehicle was towed to olympia honda on the same day from the place of incident to olympia service centre, ambattur, chennai.

However the treatment meted out to me despite regular follow up with the service centre are pathetic. Despite the insurance company clearance for go ahead 8 days back, the service person informed me on 25/12/18 that they have ordered for the spare and it may take 2 days. He assured that the vehicle will be ready by thursday 27/12/18, evening.

On not receiving any information on 27/12/18, i called up the service manager/ supervisor just to get information that they will check and inform. Then after repeated calling they informed that "the spares are received but work is not commenced". When i specifically told that my family is planning for a tour outside the city on sunday the 30/12/18, they informed that they will try to give the vehicle on saturday. However again after patiently waiting until saturday evening, i called up the team. Much to my dismay, they casually informed "the vehicle requires much more time as they have just started repairing it."

I am supposed to take my elderly parents who are to attend a family function at trichy, today, which i have been informing the service team since thursday.

However, due to casual/lethargic/ irresponsible approach of olympia honda team and extraordinary delay in handling customer requests, the entire tour programme is shattered.

No one in the service centre is taking up any responsibility and even to reach the correct person it takes 15 minutes. For obvious reasons i am not giving any name of the service team members, which you can infer on enquiry.

(A) what is the use in choosing the show room attached service centre for this simple job, from where i have purchased the vehicle.?
(B) what is the service protocol your company has prescribed for these repairs? Even a road side mechanic would have completed the job in 3 days while it is almost 11 days today, that i do not know when the vehicle will be finally be ready.
(C) what is the time schedule for replacing radiator/ related repairs?
(D) why the customer is given a false promise for delivery on thursday (27/12/18) and non execution of job even after 4 working days?
(E) why is the service personnel are so casual in their approach?

I am using honda city for the 2nd consecutive time in the last 6 years for its name and performance. Now i am totally fed up with the service delay and attitude displayed by your authorised centre (Olympia honda - ambattur).

My entire tour programme planned for this new year eve with my parents, and family members are shattered. Arrangements made at few temples for performing pooja are getting cancelled which we consider inauspicious and has left us in lurch.
Getting alternate mode of journey, with elderly people around, at this crucial time (New year - long week end) is not found feasible.
You have taken customer's requirements very lightly but kept on promising alternate days, without even understanding their plans, despite clear indication well in advance.
You have treated customer's representations with utmost disrespect and displayed your arrogance of market leadership. The market position is nothing but collective experiences of loyal customers, which are clearly taken for granted. I am forced to write that, "who cares" attitude, will ruin any corporate.,
The mental agony created by your service team has left an uttlerly dissatisfied customer in me, on whose insistence, my batch mates have purchased 5 vehicles from the same show room, for the second consecutive time. (You can check with the show room - sales managers)
I am not sure what is your company's policy towards this sort of complaints.
Nevertheless, i am forced to write this mail on a sunday, as my 2 day's tour is marred by one irresponsible team.

You are liable to compensate my family for the mental agony. For sure i will take up with appropriate legal forums, in case i don't get any response from your company within 5 working days.

Yours sincerely
G raghavan
[protected]
Chennai/india