HUK My letter to Honda Customer Services

[Topcat]

Originally Posted by peter newton

top cat thank you so much for the address you are wonderful thank you

best wishes ever and best of luck all your family and Friends many thanks Pete

Lol, why thank you Pete its nice to see someone so easily pleased

Good luck.

[peter newton]

Originally Posted by Topcat

Lol, why thank you Pete its nice to see someone so easily pleased

Good luck.

it does not take much . i appreciate simple things in life
that why i am happy go lucky kind of guy. lol

regards Pete

[Will]

It was a youngish guy (early 20's i wold guess) who had the EX as his company car last September. When I spoke to the sales manager to negotiate on price he spouted some ******** about how he didn't like letting people negotiate between dealers as it wasn't good for any of them.

[ciderman4]

Peter,

Sorry to hear about your frustrating experience and good luck with getting any kind of response. Unfortunately, nowadays the standard of customer service in the motor industry seems to be very poor. I don't understand it as you would think that with so much competition in the industry, good customer service is key to getting an edge.

I know that it's no consolation to you, but I have experienced similar scenarios with two different car dealerships with regard to test drives. The staff in both the Ford and Honda dealerships in Colindale, London NW9 acted very unprofessionally and gave me the distinct impression that they really couldn't give a s**t whether or not I purchased a vehicle from them. In both cases I turned up with my daughter for test drives at agreed times, was kept hanging around and when I was eventually seen I was given a lame excuse as to why the car wasn't available.

I know that if I ever treated my customers in this manner then I would expect to be out of a job.

Anyway, all the best.
Steve

[peter newton]

Originally Posted by ciderman4

Peter,

Sorry to hear about your frustrating experience and good luck with getting any kind of response. Unfortunately, nowadays the standard of customer service in the motor industry seems to be very poor. I don't understand it as you would think that with so much competition in the industry, good customer service is key to getting an edge.

I know that it's no consolation to you, but I have experienced similar scenarios with two different car dealerships with regard to test drives. The staff in both the Ford and Honda dealerships in Colindale, London NW9 acted very unprofessionally and gave me the distinct impression that they really couldn't give a s**t whether or not I purchased a vehicle from them. In both cases I turned up with my daughter for test drives at agreed times, was kept hanging around and when I was eventually seen I was given a lame excuse as to why the car wasn't available.

I know that if I ever treated my customers in this manner then I would expect to be out of a job.

Anyway, all the best.
Steve

thank you

in Kettering i have purchased several new cars in my time vauxhall/ford/and Citroen/ and never been treated this way, maybe i have just been lucky up to now .

I understand that the sellers have a hard job as when you walk through the door they have to make a judgment call, E.G can he afford it/ is he going to be a time waster/ however if you judge a book by its cover you most probably get it wrong 70% of the time

my expectations are not to high
the reason i got so upset was because it was deliberately done to cause upset so i did not purchase,
this was due to company politics over-commission,

putting greed over customer service,

I am a very patient kind of person,
if they had the courtesy to say they was a delay I would have not minded

however this was not the case as it was confirmed by majid and a senior manager at the dealer ship that admitted it was all over commission why it has happened.

you would have thought due to this, they would have said OK what can we do to make this up to the customer who we have treated so badly

for starters lets send him a letter to say sorry,
in this letter we could put the measure we have taken to prevent this happening to others.

by doing this they could have build some foundations for the possible future return of my business ,

however all they have done is alienated the situation,
a simple letter could have closed this matter ,
i would have let it go.

ps sorry to go on a bit

best wishes Pete

[peter newton]

Originally Posted by Will

It was a youngish guy (early 20's i wold guess) who had the EX as his company car last September. When I spoke to the sales manager to negotiate on price he spouted some ******** about how he didn't like letting people negotiate between dealers as it wasn't good for any of them.

thanks Will

for the information it was an older person who dealt with me,
you would think that the older generation would know better,

[apemonkeyman]

Originally Posted by Ham'sCivic

...although the staff at Holden in Norwich have obviously been annoyed at my constant presence, especially as I didn't buy the car from them, and got it a lot cheaper, they have never trated me anything like that.

Tony Kimberley @ Holden Honda did me the deal that beat all others & kept me sweet through all the delays... They even delivered my stand-in Type S to my work place & then delivered my EX in swap for the S all for no charge!

Well recommended....

[tooheys99]

Just a little question. Do Honda ever phone up and ask you to do a phone survey on your dealerships?

I bought an Audi once and had no end of problems with the dealership, so when the nice lady from the survey company called asking me how my experience was with the dealership, she got it with both barrels !!!!

Interestingly enough, I can't have been the only person that gave them bad feedback, as a few months later they lost the Audi franchise.

If Honda really cares about their customers they should do the same thing, then they can get rid of the bad apples that are giving the company a bad name.

Anybody think this will ever happen? Does Honda have the guts to be more forceful with their customer facing representatives?

Probably not.

[Topcat]

[quote=tooheys99;59217]Just a little question. Do Honda ever phone up and ask you to do a phone survey on your dealerships?

quote]


They called me about a week after I collected the first civic and asked me if I was pleased with my new Jazz !!

[mattfog]

Originally Posted by tooheys99

Just a little question. Do Honda ever phone up and ask you to do a phone survey on your dealerships?

I bought an Audi once and had no end of problems with the dealership, so when the nice lady from the survey company called asking me how my experience was with the dealership, she got it with both barrels !!!!

Interestingly enough, I can't have been the only person that gave them bad feedback, as a few months later they lost the Audi franchise.

If Honda really cares about their customers they should do the same thing, then they can get rid of the bad apples that are giving the company a bad name.

Anybody think this will ever happen? Does Honda have the guts to be more forceful with their customer facing representatives?

Probably not.

Honda Customer Services asked me to complete a satisfaction telephone survey a few weeks after my purchase. The questions concerned the service I received from the dealership and my initial impressions after having driven the car for a short time. It was my understanding that the survey was a standard "post sale" courtesy call - did others not have a similar call ??

[apemonkeyman]

They weren't very good at accommodating answers about the selling dealer (Holden, Norwich - very good) & different answers about the warranty/servicing dealer (Amethyst, Gloucester - bad). But at least they got my car correct!

[peter newton]

update on my complaint letter


basically their response was a standard letter
saying if the dealer ship carried on this bad practice they may remove their Honda dealer ship,and closely monitor dealers for this .

however it was clear they had not read my letter seriously

no mention of a letter to say sorry from Kettering Honda
and no mention about the spare wheel

so i have responded with this letter and sent it to japan and ken directors ,
Honda UK
470 London Road
Slough
Berkshire
SL3 8QY 19th march 2007
The Managing Director for Honda UK Ken Keri

Dear ken
Would you except being treated like I have been?
Would you still purchase a Honda??
I wish to complaint about my treatment at one of your franchise dealers
Kettering Honda Northfield Avenue

Due to your response I have posted this on the Honda civic forum internet site .other people have had the same issues
www.civinfo.com section ('Who can make the longest list?')

I have not yet taken delivery of the HONDA CIVIC 2.2I ICDI EX.
I am seriously considering canceling the order; I know it will cost me £500.00 deposit. I feel very angry and upset and I am prepared to follow this out.

The customer service response letter clearly lacks thought.

It was clear in the letter who responded, their was lack of thought put into my complaint
And the Issues I have.

(1) no mention of getting the dealer to send a letter to say sorry for the disgusting treatment we received

(2) my comment about the spare wheel was totally ignored

To resolve this issue and restore my faith in your company I feel that you should

make the Kettering dealer ship write a letter to say sorry, I feel this is the least you can do. If you are not prepared to do this I will write to Honda customer service Japan for their input.
Mr. Takeo Fukui.
Honda Motor Co., Ltd
2-1-1 Minami Aoyama
Minato-ku
Tokyo 107-8556
Japan

I await your response as a mater of great urgency within next 7 days


Peter Newton

Email address

[Nitehawk]

I have read with interest all the replies to this thread with people having mixed views. I contribute to moneysavingexpert.com (some of you will be as familiar of it as I am) The site is laid out exactly like this and has some very interesting threads.
One of the Titles is about Home phones/Mobile phones/Internet providers.

I am stating this because on the ISP side so many people were making negative comments about madasafish.com. MAAF are allowed to have a Customer Services agent responding to peoples concerns. From reading the posts and being a madasafish customer I can honestly say that the CS spokesperson is the best move to the site. There are now less complaints because they are nipped in the bud or previous posts have been often satisfactorily resolved. Ongoing viewers can trawl through the thread or just ask their question, the response even though not always what we want to hear is precise and responded to quickly.
Maybe we should invite the same from Honda UK.......... Anybody got such a willing contact

[peter newton]

Originally Posted by Nitehawk

I have read with interest all the replies to this thread with people having mixed views. I contribute to moneysavingexpert.com (some of you will be as familiar of it as I am) The site is laid out exactly like this and has some very interesting threads.
One of the Titles is about Home phones/Mobile phones/Internet providers.

I am stating this because on the ISP side so many people were making negative comments about madasafish.com. MAAF are allowed to have a Customer Services agent responding to peoples concerns. From reading the posts and being a madasafish customer I can honestly say that the CS spokesperson is the best move to the site. There are now less complaints because they are nipped in the bud or previous posts have been often satisfactorily resolved. Ongoing viewers can trawl through the thread or just ask their question, the response even though not always what we want to hear is precise and responded to quickly.
Maybe we should invite the same from Honda UK.......... Anybody got such a willing contact

I feel that would be a great idea

look at me for-instance

ALL I WANT IS A SORRY LETTER FROM KETTERING HONDA

Is that too much too ask ? ,

in my case yes it is .

the reason for this is as above on my previous postings,

it has made me mad like a dog with a bone, i will not let it go until i get my letter .

maybe people may think i am a sad b--stud going on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on and on

but i will not give in

PS sorry to every one i have upset in the forum for going on about my sad little complaint.

[Brodick]

Originally Posted by peter newton

update on my complaint letter

basically their response was a standard letter
saying if the dealer ship carried on this bad practice they may remove their Honda dealer ship,and closely monitor dealers for this .

however it was clear they had not read my letter seriously

no mention of a letter to say sorry from Kettering Honda
and no mention about the spare wheel

so i have responded with this letter and sent it to japan and ken directors ,
Honda UK
470 London Road
Slough
Berkshire
SL3 8QY 19th march 2007
The Managing Director for Honda UK Ken Keri

Dear ken
Would you except being treated like I have been?
Would you still purchase a Honda??
I wish to complaint about my treatment at one of your franchise dealers
Kettering Honda Northfield Avenue

Due to your response I have posted this on the Honda civic forum internet site .other people have had the same issues
www.civinfo.com section ('Who can make the longest list?')

I have not yet taken delivery of the HONDA CIVIC 2.2I ICDI EX.
I am seriously considering canceling the order; I know it will cost me £500.00 deposit. I feel very angry and upset and I am prepared to follow this out.

The customer service response letter clearly lacks thought.

It was clear in the letter who responded, their was lack of thought put into my complaint
And the Issues I have.

(1) no mention of getting the dealer to send a letter to say sorry for the disgusting treatment we received

(2) my comment about the spare wheel was totally ignored

To resolve this issue and restore my faith in your company I feel that you should

make the Kettering dealer ship write a letter to say sorry, I feel this is the least you can do. If you are not prepared to do this I will write to Honda customer service Japan for their input.
Mr. Takeo Fukui.
Honda Motor Co., Ltd
2-1-1 Minami Aoyama
Minato-ku
Tokyo 107-8556
Japan

I await your response as a mater of great urgency within next 7 days

Peter Newton

Email address

Sorry peter but I think you have done the wrong thing there
Once again Honda do not own the dealership
you need to contact the owner or manager of the dealership in question

as it stands I would send a copy of your letters to them anyway
see what they do

[peter newton]

Originally Posted by Brodick

Sorry peter but I think you have done the wrong thing there
Once again Honda do not own the dealership
you need to contact the owner or manager of the dealership in question

as it stands I would send a copy of your letters to them anyway
see what they do

hi brodick please do not take my comment the wrong way

The dealer ship manager & MD are aware of the issue

this is why i have gone this far to go above them

while i totally agree with you this should be sorted by the dealership as it is down to them .however when you hit a brick wall 100 times. it leaves you no choice but to go further up the chain .

it takes 5 minutes to write a letter to say sorry,
in this day and age it should not be that hard .

It could have been so simple to pacify a disgruntled customer by a simple letter.

KINDEST REGARDS PETER

[steeeveee]

Originally Posted by Will

I had trouble with Kettering Honda being rubbish. managed to get a test drive in an EX which was what i wanted and the guy didn't know how to work the sat nav and was trying to sell me the ES when I had specifically asked for the EX.

When I came to negotiate on price the sales manager wasn't interested so I went to Grantham and Peterborough who were both much better.

I don't think Kettering are unique, I had a similar experience with Saab Bristol who would not give me a test drive because I mentioned that their prices seemed expensive. Their excuse was that because I felt Saabs were cheaper elsewhere I should get my test drive elsewhere!

[Bungle]

I got a similar poor service when I went to a Toyaota garage to look at a Aygo for a second car for my g/f. We just walked out and drive 20 miutes to the next dealer. That's how to get back at them.

[peter newton]

Originally Posted by Bungle

I got a similar poor service when I went to a Toyaota garage to look at a Aygo for a second car for my g/f. We just walked out and drive 20 miutes to the next dealer. That's how to get back at them.

yes i went 1 hr away to a different Honda dealer to buy mine.
suppose i got back at them this way by taking my business away from them.

however i am now even more satisfied now i have brought it to the attention of the top two directors of Honda .

[Topcat]

I had a reply back from Japan.

It has referred me back to Honda UK and the dealership even though I have told them that they are ignoring me

But on a plus side, they did reply and they have said that they have asked Honda UK to look in to my complaints and to notify Japan of the outcome, so that is something I suppose - now I wait again