Hi
This is in regard to the problems I am facing with my new bike CB UNICORN purchased on May 28 AND VERY VERY POOR RESPONSE FROM REGIONAL OFFICE AND HEAD OFFICE HARYANA THEY HAVE NOT RESPONDED MY EMAILS THOUGH I HAVE SENT 5-6 EMAILS AND ALSO REGISTERED POST TO REGIONAL OFFICE AND HEAD OFFICE.
On May 29
I have purchased and taken the delivery of CB Unicorn from Dream Honda located at Whitefield Bangalore, as it is reputed company and near to my residence. I expected that i will get good services with 5 years extended warranty after paying extra amount.
The day when I was purchased the CB Unicorn Bike, I found scratches on the side covers. I complained this to the executive of Dream Honda and he said as some tuf coated paint has been done the oil stains are there and will go away with a wash of water.
After one day of driving the vehicle, I found the CB Unicorn has some gear switching problems as it was coming to Neutral in between 1-2, 2-3, 3-4, 4-5 (Specially in 1-2 mode) gears I mean the gear was getting stuck in between while switching it and was acting like a neutral.
At first Service:
I reported the issue to Dream Honda Motors and they said as the bike is new you may get this problem and will be rectified in the first service and did some settings to clutch.
On completion of the first service, I found the problem was still there in gears and at some places the paint was removed on the vehicle. I complained about issue to Dream Honda Manager Chandra Shekar who apologized me and promised me that this will be painted in second service. I also told him that I have problem with the Gear system of bike and cold start, which is still not repaired by his Service Team. However, based on my complain one of the supervisor from the servicing team came and tried to convince me that the vehicle is in good condition.
I have requested the Supervisor of Dream Honda to drive the bike and while taking U turn while switching to 1-2 gear he has shifted the gear to neutral. I asked the reason why he shifted the gear in neutral he said he is showing me how to shift the gear in neutral rather than accepting the fault that gear is getting stuck and was trying to escape and was unable to provide me justification.
At Second Service:
When I went for Second Service they kept the bike for 3 days just to paint and to rectify the gear problem.
I asked the reason by calling Dream Honda Mechanics why the bike was kept for 3 days over the phone and one of the mechanic have said they are running out of part for gear to repair and later when I asked personally they said paint will take 2 days to dry. I don’t know later they have not accepted that they add any part to gearbox but this was told by supervisor over the phone.
After servicing of the bike at Dream Honda there was decrease in the bike pick up and old problems relating to gear and cold start were still existing. I complained this to MD Sundar and Manager of Dream Honda.
Dream Honda MD said most of the customers are “Challu” a Hindi word with a meaning Clever and they will try to get the bike exchange with new one rather than accepting any of his service center fault and was keen to escape it saying we will ask the Honda Officials to check the bike as we have repaired the bike which is the best of knowledge. Also said that some customers will make their perception that if the bike is repaired well then also think it has not been repaired properly and indirectly was pointing that I am a mental or some psycho person.
I also informed Dream Honda Manager Mr. Chandra Shekar and Sundar while handover the bike. The supervisor will check the receipt of payment and will ask the customer i.e. to me make the payment and after that the supervisor will ask to sign the out gate pass for bike and same will be parked outside to service center and no body will ask or approach the customer please do a test drive even this has not been taken care by MD and Manager which I observed in 2 services continuously.
Second supervisor who test drive my bike also shifted the bike in neutral and was not accepting the fault even after second servicing and nothing was done after keeping the bike for 3 days in Dream Honda.
The firing (Bike engine sound) was also changed after second servicing.
Mean while, I have escalated the issue to Honda in the month of October requesting to take action against Dream Honda as they have disturbed me a lot and were not accepting the faults.
Later, Dream Honda guys provided Sachin Number who is heading the Honda Service in Bangalore and reporting to Srivastava.
I have contacted Sachin and he promised the bike will be serviced properly and instructed me to handover the bike to Haiku Honda as Gear Box Specialist is available only in Haiku Honda Motors and same specialist is not available in Dream Honda.
At the same time I have requested him to lodge a complaint against the Dream Honda Motors Whitefield showroom and share the status for the same and Sachin convinced me and retain me to proceed legally and said he will share the status of my feedback which has not been done till date.
I have also told Mr. Sachin that I will never give my bike to Dream Honda as it is of no use and moreover after the servicing I got more issues with the bike.
Special Service provided by Sachin to me at Haiku Honda Service Center Located at Domlur, Bangalore
I have handover the bike on October 23rd October to Mechanic (Mahender) i.e. to Haiku Honda Motors and they have again replaced the oil after second servicing because of gear problem and given me a bill which shows following parts are changed:
• bolt, flange,
• 8x35. GEAR C-4,
• DRUM,
• GEAR SHIFT,
• PLATE COMP,
• GEARSH, ENGILE OIL (1000 ML)
• COUNTERSHAFT,
• TRANSMISSION (REPLACMAINSHAF02)
While Taking the bike from Haiku, I told the mechanic I will provide the feedback after driving it and also told pick up problem same time and some other minor defects which he told will be rectify in next service.
After this servicing there was new problem noticed in the bike i.e., my bike started vibrating. I immediately called and brought this to the notice of Mr. Sachin over the call and he said if I drive at the speed of 60-80 the bike may get vibrate because of clothes and other road conditions (I told him the vibration observed at Marathalli bridge) for which he said will arrange one mechanic to visit at my place to check this issue but nobody turned up.
On December 07
After waiting for them when I went to Haiku they deny to take the bike for 3rd service and said it that the Free service is lapsed. They said me to go for 4th servicing directly and after explaining all details to Sachin he said I can proceed legally.
Haiku Honda Supervisor Mr. Narendra Drove my bike and agreed that the bike is also vibrating at 30-40 speed and have some other minor problems. He agreed that usually in new bikes such problems do not occur.
On December 08
I have contacted Mr. Srivastava On 080-22282419 for one hour and explained the problems I faced after purchasing the CB Unicorn bike. He has assured me that he will take corrective action and requested me to send the complaint through email and given me wrong email id and at the end of the call he also suggested I should take the bike to Haiku Honda Service Center for next services which is 20 kms from my home and traffic congested area. I told him I am not from Bangalore and I cannot go to Domlur for every servicing as I am an IT guy and will be very busy and with that reason I selected Dream Honda Showroom to purchase the bike. Based on this Mr. Srivastava said “what do you want me to do. Do you want me to cancel the dealership of Dream Honda based from Honda motors on your complaint and what do you want” I replied please take corrective action in such a way that no one should suffer like me. After this he said he will get back to me and till date no call from his end. Also informed him the reading of the bike and said I am not using the same. And will not give for 4th servicing until I get clarifications to my part.
On Thu, Dec 9 at 5:51 PM,
I have forwarded an email to [email protected] requesting to pass the email to Head of Unicorn which I have sent to Srivasatava and also requested them to update me the status specifying that last time when I lodged the complaint to Honda2wheeler company I did not get any response and after this also did not get any response from Honda head office.
On Thu, Dec 9 at 6:34 PM,
I have written an email to all senior management keeping a cc to customer care specifying my bad experience had with Honda team and after this also did not get any response from Honda head office.
Fri, Dec 10 at 12:13 PM
I have received an email from Sachin to meet him towards my pending issues
Sat, Dec 11 at 12:04 AM
I have written an email to Sachin keeping a cc to Srivastava and Customer Care asking to provide me the reason why Dream Honda is not accepting the fault and if Honda is unable to provide me the valid reason then I will return the bike and also informed 2 months i.e. in October I have lodged a complaint and what was the action taken by Honda.
Also informed that head office of Honda should handle my issue and requested them to provide legal concerned to proceed legally.
On December 13
Same has mail and content which I have received on December 10 was again resend by Sachin.
Mr Sachin Jain (Honda Area Incharge Service) has contacted me on my mobile from his mobile 9611899818 between (11 AM to 1 PM) asking me to provide the convenient date and time so that can meet me. I asked Mr. Sachin to provide me the reason why Dream Honda was unable to repair my bike and after giving the bike for servicing to Haiku they have changed lot of parts like a second Hand bike and the same was not done at Dream Honda Service Center from where I purchased the bike.
On this Mr. Sachin Jain said he will call me after 5PM of same day which he has not done.
Tue, Dec 14 at 9:22 AM:
I have written an email to Sachin keeping a cc to Srivastava and Customer Care saying that Sachin was unable to provide me the reason on December 13 call made to me and why dream Honda service center was unable to repair my bike.
Informed him I have visited 20-25 times to Dream Honda for the same issue and asked the reason Do customer needs to follow up more than 25 times with Dream Honda service center to get the bike repair?
Informed as assured by Sachin He has informed me he will contact me after 5 PM and he has not contacted me.
Lastly I have informed Mr Sachin and Srivastava and Customer Care of Honda that I will meet Honda persons for sure but before that Honda Should clarify my points through email which I asked them through email.
December 15
Mr Sachin has contacted me between 5-6 PM and accepted below points and assured he will send an email confirming the below points by Thursday i.e. December 16:
1. Dream Honda service center was unable to repair my Honda unicorn bike even after keeping the bike for more than 3 days in their service center though there was a fault in my bike and despite of 25 requests (For this point Mr. Sachin agreed Dream Honda official will send an email confirming the same).
2. Mr Sachin has also confirmed that in future Honda Company will take corrective action and will ensure no other customer should suffer similar to me and told me he will share the corrective actions.(For this point Mr. Sachin agreed from Honda Company I will get a confirmation).
Fri, Dec 17 at 6:05 PM
After waiting till Friday i.e. December 17, I have written an email to Sachin keeping a cc to Mr. srivathsa, Customer Care, Takashi and Tatsuhiro (CEO and Board of directors)
I have reminded Mr. Sachin that I have not received any email from him or from Dream Honda and also from Dream Honda.
Between 7.00 PM – 7.30 Pm I have received a call from Dream Honda manager Chandra Shekar saying that the bike was not having any problem and why Haiku has repaired the bike and why Mr Sachin has told you that there is no specialized persons available in Dream Honda and he has not accepted the mistake of Dream Honda but apologies when I told that even after escalating the issue to Honda at higher level I have not received any call from Dream Honda for feedback why I went to Haiku and why are u escalating. Dream Honda Manager was unable to provide me the justification why I have not received any call till date and why only today I am receiving the call because I have written an email to Honda Official Mr. Sachin.
Mon, Dec 20 at 8:49 AM
As after that I have not received an email from Honda company or Dream Honda, I have written an email to Sachin, Srivastava and Customer Care of Honda”
Informed them that received a call from Dream Honda manager Chandra Shekar but they have not accepted the mistake and said the bike was fine
Also informed that why haiku has changed many parts and after that the gear problem was rectified to 70-75%.
For the above email I have not received any email from Honda officials.
Mon, Dec 20 at 8:52 AM
I have written an email to Customer care of Honda and other Senior Officials like Takashi, Tatsuhiro and Rattan specifying that I am being fooled by Sachin and not receiving any satisfactory reply and my bike 3rd servicing has been missed because of all this issue and no one has contacted me or reminded for second service and also I am about the 4th servicing of Honda.
Also informed that i dont get satisfaction reply till December 26, i will be sending a legal note to your head office at Harayana adressing Honda MD and CEO that i am being fooled by wrong promises by Honda Officials and at the same will also return the bike.
Will also approach Board of directors and other senior management to intervene.
Tue, Dec 21 at 9:02 AM
I have received an email from Sundeep Rai (Honda Customer Relations) who has given me his mobile number in his signature 0124-2291000, 98718 90834.
Mr. Sundeep Rai has written an email to me asking We would appreciate if you can share with us the specific details as under to enable us look into the matter. Your contact details Details of inconvenience faced by you.
I was shocked to see this email as since many days I am writing my concerns to customer care and being a customer relation again Mr. Sundeep is asking me to reiterate the whole story.
Please note that Mr Sundeep has not shared his personal email id of Honda and was asking me reply to Honda customer care and I did’nt get the logic again sending my problem history on the same email which can be searched by them easily.
Tue, Dec 21 at 1:20 PM
I have informed Mr. Sundeep that I have shared my problems to Honda customer care and also informed that I tried to reach him on his mobile on 98718 90834 and he is not reachable and requested him to contact me on mobile.
Also informed him that as discussed with Sachin I have not received any email from Honda.
Wed, Dec 22 at 8:00 AM
As not received any email from Sachin or Honda Customer Care and also from Mr. Sundeep or any other officials.
I have written an email to Honda Customer whether can I expect an reply from them or not.
I have contacted Honda Sundeep Signature landline Number 0124-2290911 and one more number 0124-2291000.
I have spoken to Ms Renu for 35 minutes over telephone, I have explained her the problem what I have faced after purchasing the bike and told I was about to met with an accident where I would have been died as bike shifted to neutral while shifting the gears.
Though Ms Renu was very keen to hang the call and was telling even her husband is not satisfy with one of the Honda Service Center located near to her home but now he is going far way i.e 25 kms to give the bike for servicing and was trying to convince me to go at Haiku Honda for every service as its looks I am not satisfy with Dream Honda.
I have clarified there is no question of satisfaction here as the Dream Honda was unable to repair the bike and after 25 visits also they were unable to repair the bike and was accepting the mistake and I avoided the big accident where I would have been died.
Then she replied then what do you want me to do ‘ SHALL I CANCEL THE DEALER SHIP OF DREAMHONDA”.
I again clarified her that I am not asking any compensation or not asking my bike to exchange for new which I have confirmed through email and explained her I don’t want any other customer to suffer like me and for same reason I am following and would like to know how Honda people will ensure that this will not happen to other customers.
She said she cannot disclose the details what actions has been taken on Dream Honda as its confidential. Then I told her why they are selling the bikes to customers if that is confidential and I am raising a concern and I have every right to know what Honda Official has done to avoid this in future and she abruptly replied we will not disclose to you and you can proceed legally.
I requested her to send me this confirmation over the email to proceed legally as she was unable to provide me the details or assuring any investigation further and repeatedly Ms Renu was saying more than 6 -7 times to proceed legally saying we cannot stop you going legally.
I also asked her why I am not getting any reply from Honda Customer Care as clearly I have specified Mr. Sachin is unable to help me and bluffing the customer.
She replied that every day Honda Motors use to get 1000 no of email from customers and would not be in a position to reply and was saying that people who purchase the costly bike i.e. some 1000 cc bike of Honda they are not complaining though the problem is there.
I explained her if Honda Head office replies me saying that they cannot provide the details and investigate further and request me to proceed legally I will proceed legally as wasted my many precious days. She denied she will not reply to my email and told me she will forward my details to Sundeep and till date no one has reverted.
I have also explained till date no one has contacted me from Honda apart from Sachin 3 times hardly and every time I was following with Honda by calling though Ms Renu has not shown any interest in my complaint and with her conversation she said she cannot help me and will forward the details.
To conclude, I earlier just thought Honda Head officials are professional and will act on my complaint on a priority basis and people who have done mistake will get better training as they are not aware of the major problems of Bike and that can avoid the accidents which can lead to life of a customer.
Though I have written many email to Senior Management (CEO and Board of directors)/ Customer Care /Regional Head (Srivastava and Sachin) I hardly get a response to my queries and Honda team has harassed me diplomatically not accepting the facts of Honda service center and was least bothered to reply/Respond my emails though I have told them I proceed legally and even after writing emails to CEO of Honda and other Board Of directors.
I have not seen such a very poor service in any organization till date where the officials are least bothered to reply to customer.
Now, I also decided to return the bike for which Honda should return my money which I invested to purchase the bike and also return the extended warranty price also which no where stands with Honda.
Do customers need to escalate to Higher officials to get repair the bike properly and Showroom mechanics blindly wash and give the bikes to customers?
I have decided to return CB unicorn bike to Honda office for which they should return the money and I have decided this based on poor service of Honda which no customer in the world accept.
No one till date from Honda company has contacted me though I have sent registered posts to Bangalore office and as well to Haryana head office and also more tha 10 emails.
Please let me know how can i sue HONDA company.
Fahad Ahmed Khan,
[email protected]
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