To,
The Managing Director
Honda India
Cc: Mr Rajgopal/Pearl Honda
Ref: Repair of my Honda City DL-4C-AB 1953
Sub: Case of Misguidance, Cheating the Customer & Breach of Promise given to customer
Dear Sir,
Quick Introduction. I work in M/S Nokia Siemens Networks India as CTO-APAC Technology Group in Gurgaon. I have been a big patron of Honda Cars & very proudly own the brand.
However, last month, I had a very sorry experience with Pearl Honda/Gurgaon. Here is the sequence of events:
1) I had given my car for repairing the damaged door. The Insurance claim was also to be done.
2) Due to professional commitments, I was not able to visit the workshop & everything was coordinated on the phone.
3) I had clearly told & instructed Mr Rajgopal that I do not wish to spend any extra amount & therefore he should undertake the repair/replacement only to the tune of what amount the insurance company surveyor passes.
4) I also instructed that no job whatsoever is to be started without my knowledge & without informing me.
5) After the assessment, I got the call from Rajgopal, clearly telling me that you will get Rs 28, 000 as the claim amount towards the door repair. He hided the fact that door is to be replaced.
6) I made the mistake of trusting him & gave the go ahead, thinking that its pure labour and I shall get the entire amount reimbursed.
7) To my shock, when I got my claim cheque, it was only Rs 19, 000. The Insurance company had deducted Rs 9000 towards the depreciation of the door. Till this time, I was not even aware that door is getting replaced.
8) I had a discussion with National Insurance Surveyor & he in fact kept pressing that door need not be replaced. After great insistence, they took his concurrence to REPLACE THE DOOR
9) Unfortunately, they did not even bother to tell/inform me that this is to be done. This is despite my clear-cut instructions to Rajgopal
10) This is clear-cut case of misguiding the facts & cheating the customer, simply to get more business at the cost of losing the customer loyalty
11) I have been pursuing this case with Rajgopal for many weeks. He has not bothered to return the calls (may be feeling guilty conscious ) & only after warning that I will escalate the matter to Honda management, did I get the response today.
12) In fact, the quality of service undertaken was also sub-standard & he had to send his mechanics to get my clutch oiled.
What hurts me more is that he has taken a complete “U” turn and has gone back on words. As a customer, esp. Honda you cannot get more unprofessional attitude full of mistrust.
I demand a strict action since it is a clear cut case of misguiding the customer. I am sure you would have got several such complaints, which is only tarnishing Honda reputation.
I am not only sure of positive resolution but speedy action also. I do not want to take the matter to Consumer Court as I am confident that Honda cares about its customers.
Thanks with regards
Cordially
MANOJ GURNANI
Mob: 91-9871495965
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