Honda Cars India Ltd. — ridiculous service by crystal honda showroom - wagholi, pune

Address:

Satara, Maharashtra, 412207

Sir/madam,

I was a proud owner of a honda city till some time back and why i used the word “was” has been explained below. I have been harassed by your showroom people for a more than a month now and the way the incident went about was not only shocking to me but also a reflection of how customer service is just a plain marketing concept for crystal honda and not a practice. The detailed incident as follows:

On may 28, 2018 my honda city car no. Mh 01 bf 312 was dropped to the wagholi showroom for servicing and replacement of front glass which had cracked. The service adviser quoted me rs. 10, 000 for servicing and approximate rs.15, 000 for replacement of front glass which i agreed to and was supposed to get my vehicle in 7-8 days’ time, which was fine with me.

On may 30, 2018 i received a call from service adviser (Mr. Kundan) stating that some brake parts are weak and needs to be replaced, which will cost approximately rs.7000 or rs. 8000. I, probably being naive and concerned for the safety of myself and my family riding the car, gave the confirmation to go ahead and change the brake parts and agreed for the extra costs.

After 25 days consecutive follow up for car, i get a confirmation that car is ready and that i could come down to pick the same.

On june 22, 2018 i got my car with the service report that horn is not working. The service adviser asked to get replace "horn relay" from outside, which will take only 5-10 minutes, this work cannot be done in our workshop. Though i was completely blindsided with this new information, i trusted the professional advice and crystal honda’s concern for their clients.

I waited 2 hours (6.30-8.30pm) to pay my bill of rs.38, 000 as swiping machine was not available. The service adviser accompanied me, we both left the showroom and searched for "horn relay" part but it was not available in any shop.

Once i drove the car back, i observed that a few times the horn rang automatically without pressing anything, which created some suspicion in my mind that something was not right. Only horn relay was not the problem. The problem was also that i was taken advantage of my lack of knowledge, exploited for my trust and fooled completely. No repairs/improvements were done and i was charged the bill for nothing.

On june 23, 2018 went back to showroom and registered my complaint and left the vehicle to get this problem solved.

On july 1, 2018 at 5.30 pm, i got a call from service manager (Mr. Shiju), that there is a problem with some "fuse box" of my vehicle and another rs.30, 000 to 40, 000 cost would be required and that my vehicle is shut down, not even getting start or something or the other to manipulate me into giving more money. There was also a barrage of jargon directed at me which i could not understand and after such a horrific experience, i am sure it was to scare me into shelling out more money.

July 2nd and 3rd july, absolutely no communication from anyone from showroom, they must be waiting me reaching with money bag.

I have following concerns:

When i dropped the car on may 28, 2018, the car was in working condition, horn was working, the car was dropped only for servicing and glass replacement. I paid the cost rs.38, 000 towards the same and for repairing the brakes. When i got the car serviced back why was the horn not working? Whose fault is this?

I am not an engineer who would understand the technicalities of the situation but i am also not stupid to not have doubts when issues keeps propping up one after the other and not all at once. How is it that the people servicing the vehicles did not realize that there was a problem with the horn first time around? How does it earthly take them a month to decipher it? Is there any tat? How come it stopped working when i dropped second time? Was it working when the vehicle delivered on june 23, 2018? Was it delivered with faulty fuse box or it was not faulty that point of time?

I suspect a serious foul play to achieve some workshop goals and/or budgets. Just because you can terrorize people with a threat to their life due to faulty vehicle parts, your team thinks it is right to do so? Is there no respect left in you for your customers to fool them in such a heinous manner?

Despite me spending so much for my car repairs, i still feel a threat to my life if i drive that car again. I have no trust left in your showroom employees and sincerely doubt not just their capability but also their integrity.

All i want now is to get my vehicle in the same condition as i had dropped it off at your showroom so many weeks ago – working with the brakes, the horn and every other part intact. Rest assured, you have lost a very loyal customer and in most probability so has honda.

I am also a part of the service industry myself and i do understand that problems come without knocking on the door and when it comes to customers, one has to deal with issues that one couldn’t even have imagined to happen. But i also know that in no circumstance is there a need to take advantage of your customer and the mistake of taking them for a fool could be a fatal one for the business. All i urge for you to do now is to treat me with some semblance of respect, be honest with me and ensure that no other person has to have such a horrible experience.

I do not feel responsible to pay fuse cost rs.30-40k, as it was absolutely fine condition when i dropped my vehicle, it was not been advised at any point of time before/after dropping the vehicle. I am not in a position to discuss anything with workshop officers as they hardly bother to listen customer rather to convince their inability.

I need my vehicle on urgent basis with genuine repairs', seek your intervention please.