Dear Sir,
doors of my car HONDA City ZX got rusted within 18 months from inside. I have given car for repalcement of doors to Ichiban HONDA and for last one and half month i am suffering from both these entities. all the details of communication with HONDA are attached herewith.
Dear Mr. Jim
I hope you remember we had a talk yesterday for almost half an hour and your assurance to me that henceforth nothing will go wrong and Ichiban will deliver my car by evening. You were right Ichiban did call me to give the delievery of the car at 4.30 in the evening. I informed them that I will be at there Kalina showroom by 7.30 pm. And as expected the car was not ready I was told that t is getting cleaned from inside and after that they they will wash it from outside. I waited for almost one hour after that I got to see the car.
At 8.30 pm when I saw the car I came to know how false your assurance was regarding the service of HONDA. As you must be aware there are some black rubber strips fitted on the window glass from outside. These strips were fitted so loosely that I removed it easily without any trouble. The front windshield is covered by some plastic strip near the bonnet that strip also I was able to move easily. After repeated reminders the alignment of the doors was not as per the original car. I fail to understand why Ichiban called me for the delivery. As Mr. Tiwari (who I am told is service in charge there) was not there I called him on his mobile. Mr. Tiwari first informed me that nothing wrong is there with the rubber strips as little play is always there with these strips. As I am not a fool and as it was evident from the other car standing there it was quite clear that he was talking wrong things. His officers who were present there also told him about the same and alter on at 9 pm he told me that the strips will be replaced and then I can take the car back by 10 pm. As regards the alignment of the doors and the front windshield his answers were “jitna hum kar sakte the humne kiya isse jyada nahi ho sakta hai. Aapko car leni hai to le jaiye aur kuch nahi ho sakta”(we have done whatever we can and nothing more can be done now so if you want take the car or leave it)
So as suggested by him I left the car and came back. It seems that your authorized showroom can not make the car as per the original dimensions. And if that is the case would prefer to keep the car with Ichiban rather than taking delivery of the car which is not done properly. After numerous reminders and calls to HONDA nothing is happening. HONDA and Ichiban both are taking customer like me for a ride. For last one and half month I have gone through hell. Ichiban after failing to the meet standard requirements (and that also way beyond the deadline given by them) did not bother to give alternate car to me. And they are clearly accepting that they can not do the work in a better way. Your Mumbai representative Mr. Mungre is not bothered to take my calls and not even reverting back.
So I am leaving the car with Ichiban as suggested by them.
Ankush Deshpande
Senior Manager
National Securities Depository Limited
Trade World, 4th Floor,
Kamala Mills Comp. Lower parel,
Mumbai-400 013
Ph: Dr 24994540/ 24994200 Extn:4540
Fax: 24976351/2993/66608035
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From: Ankush Deshpande
Sent: 09 June 18:06
To: '[email protected]'
Subject: RE: Quuality failuer
Dear Sir,
Ichiban has informed me to take the delivery of my car on Saturday 7th June ie after 10 days. But as expected when I went there today morning to take the delivery of the car the work was not done properly. I am afraid it was such low quality work done by Ichiban that I don’t have words to describe.
It was informed to me that the doors are replaced but the hinges of the doors were not replaced they was rust on the hinges this was shown to the officials of Ichiban when car was initially delivered to them but nothing was done. Alignment of the doors and of the front bonnet was also very bad.
Now they have told me to keep the car for 2 more days and will do all the necessary work and will deliver the car back on 11th June. I do not know what kind of service is this. After repeated reminders to HONDA no action has been taken on this.
Regards
Ankush Deshpande
Senior Manager
National Securities Depository Limited
Trade World, 4th Floor,
Kamala Mills Comp. Lower parel,
Mumbai-400 013
Ph: Dr 24994540/ 24994200 Extn:4540
Fax: 24976351/2993/66608035
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From: Ankush Deshpande
Sent: 06 June 17:16
To: '[email protected]'
Subject: RE: Quuality failuer
Dear Sir
As expected I have not received the delivery of my car today also.
Regards
Ankush Deshpande
Senior Manager
National Securities Depository Limited
Trade World, 4th Floor,
Kamala Mills Comp. Lower parel,
Mumbai-400 013
Ph: Dr 24994540/ 24994200 Extn:4540
Fax: 24976351/2993/66608035
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From: Ankush Deshpande
Sent: 05 June 11:33
To: '[email protected]'
Subject: RE: Quuality failuer
Dear Sir,
This is further to my email dated May 16. As informed you via said email I had surrendered my car HONDA CITY (ZX) to Ichiban Auto for replacing the doors on May 18.
As you are aware the matter is pending for almost one and half month. After number of follow up with HONDA 121 Ichiban finally gave me a call and has taken car for replacing the doors. I also had talk with Mr. Sameer Mungre (Area Manager Honda) and I believe with his intervention Ichiban has finally agreed to replace the doors.
I have surrendered the car on May 18th with confirmation from Ichiban (Mr. Sushil Sahani Manager sales) that it will be delivered back on May 23rd morning. I had informed Ichiban initially (ie on 18th May) that there is problem in the car bonnet also (which has been replaced by Ichiban 6 months back) and had requested them to take care of the same.
Neither Ichiban nor anybody from HONDA gave me a callback in this period. Ichiban as usual did not bothered to cal and inform about the status of the car. On Monday morning (ie on 23rd May) when I called Ichiban they informed that work is not yet completed and will let me know when car can be delivered. Subsequently Ichiban informed me that one of the door was wrongly ordered by them and this has been discovered on 23rd so they have ordered for the correct door and will take 3 more days to give the delivery. Now what is surprising is nobody bothered to check the doors before the order was place inspite of Ichiban and HONDA both very well aware that the matter is pending for more than one month.(Ichiban infact have the snaps taken by them of the doors) It is very surprising to know that on the day when car has to be delivered to the customer it is discovered that one of the major component is not properly ordered.
This is not the finish on 25th I received call from Mr. Sushil informing me that now they have discovered that the bonnet also has some rust and so they are replacing the bonnet also which will take 2 more days and delivery can be given only on 27th evening. Bonnet is having problem was informed to Ichiban at the very first instance but they again failed to take care of the same and as usual on the last day discovered that delivery can not be given.
I tried to speak with Mr. Mungre regarding this but he was not available. HONDA also has not bothered to give any call from any responsible person. I had informed HONDA 121 about the same but still not received any communication from HONDA.
Is there no mechanism by which HONDA can keep there customers happy? Is HONDA not bothered about the mental harassment there customers are going through? I fail to understand this and as a last option writing this email to you.
I still have not received my car back its now 9 days that the car is with Ichiban just for replacing the doors and I don’t know whether they will give it back on 27th also.
Regards
Ankush Deshpande (9819064405)
Senior Manager
National Securities Depository Limited
Trade World, 4th Floor,
Kamala Mills Comp. Lower parel,
Mumbai-400 013
Ph: Dr 24994540/ 24994200 Extn:4540
Fax: 24976351/2993/66608035
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From: Ankush Deshpande
Sent: 16 May 12:39
To: '[email protected]'
Subject: Quuality failuer
Importance: Low
Dear Sir,
I had purchased Honda City ZX (LXI) in December from Bafna Auto Pune MH-12 DS 1795. Needles to say the reason I opted for Honda was the excellent quality and the after sales service provided by Honda. However I am afraid that the experience I have gained for last one and half year has nothing to show whatever I had initially thought of.
It all started when I had to surrender car for some repairing work to Ichiban Auto (at Kalina Mumbai) sometime last year. It was a nightmare after endless follow up and complaints to HONDA 121 finally after almost one month I got my car back. All this was explained to you as you can check from your records of 121. Quality of work done by Ichiban was so very pathetic that I had to surrender the car again for 3 days to Ichiban (after the intervention from 121) to get the proper repairing of the work done by Ichiban itself. I would like to thanks HONDA as they continuously intervened and forced Ichiban to get the work done. After this horrendous experience I wished not to avail HONDA after sale service again.
But that was not to happen. Recently I had to visit Ichiban at Worli as the inside lock of front left hand door was jammed. When the mechanics opened the interiors of the door to our surprise we found out that the entire mechanism of lock is rusted. Not only that door also was rusted completely from inside. Rusting was so bad that the officer in charge advised me to visit there Kalina showroom and get the work done from inside as the car is still in warranty period.
Subsequently the car was taken to Ichiban Kalina where we found out that all the four doors of car are rusted from inside. They took the photographs of the doors and requested me to wait for 2-3 days as they will inform the case to HONDA authorities. I got call from Ichiban on 17th May informing me that HONDA has approved the warranty claim and I will have to leave the car at the showroom for necessary work to be done. I informed them that it is not possible for me to leave the car immediately and will surrender it on 28th of this month as I am going out of station for 4 days. However the officials were not sure when they will finish the work and when the delivery can be given and are yet to come back on this issue. They also inform me that the rusting might have happened due to daily cleaning of the car by water pipe. However they are still ready to get repairing work done as car is in warranty period.
First of all I fail to understand how a car like HONDA can be rusted with 18 months from inside. Does it mean that the car should not be washed daily? Let me tell you that I have not used water pipe for washing the car and for all these 18 months it is always parked in the covered parking area. The question here is even if I am washing the car daily does it means that it will get rusted within 18 months and that too only inside of the doors where no sensible person will put water. If this is the case then why other outer parts of the car are not rusted. Sadly your officials have no answer for this. Ichiban has told me that they will do the necessary work from inside and if required the doors will be replaced. However I want all the four doors to be replaced. The reason behind this is as you will understand nobody will check the interiors of the doors frequently. This is just by chance that I discovered that the doors are rusted and the very fact that all the four doors are rusted proves that something is wrong with the quality. Instead of replacing the doors if only repairing work is done where it is rusted what if other portion gets rusted after some time. Do I again have to approach HONDA for work to be done and leave the car with Ichiban for days……
Secondly when the doors are to be replaced or even if we assume that Ichiban is doing repairing work then how long should it take? All the more when I am taking the appointment 15 days in advance. Inspite of such advance appointment this much of work cant be done in 4 days? Why should I suffer for failure of quality aspect from HONDA. As you can check out from your records this is not the first time I had to suffer because of lapse in the quality of work done by HONDA. I request you to please instruct Ichiban for the replacement of doors and get the work done within 4 days or provide a transport arrangement by giving the alternate vehicle to me. Also what is the warranty that other parts of the vehicle which are not inspected and are not opened any time are not rusted?
Waiting for your reply.
Regards
Ankush Deshpande
Ankush Deshpande
Senior Manager
National Securities Depository Limited
Trade World, 4th Floor,
Kamala Mills Comp. Lower parel,
Mumbai-400 013
Ph: Dr 24994540/ 24994200 Extn:4540
Fax: 24976351/2993/66608035
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