HUK Honda UK

[Topcat]

Ok, I have sufficiently calmed down to post this thread relating to a letter I received today from Steve Dyer of Honda UK enclosing my paint report;

First of all Honda's excuse for not having sent this report in the last 6 months is because, a) apparently I told Sarah Roseblade back in December I didn't want it!?! and b) whilst they failed to say why they ignored my telephone calls, email and letter in December, they have said that they have no record of having filed any correspondence from me In January or February or any correspondence from my Solicitor!! Despite these being recorded delivery.

They have failed to answer several of my questions, but answered in relation the puncture repair kit, saying that a punctured tyre filled with gunk CAN BE REPAIRED depending on the puncture - we all know this is rubbish. They answered in relation to the radio which leads me to the conclusion that we have no hope of them ever finding a fix as they do not class it is a technical problem!!

I will post the comments on my paint in a different thread as it is technical and I dont want to make this thread to long. However, he has ended his letter

"WE DO NOT PROPOSE TO RESPOND TO FUTURE CORRESPONDENCE SENT TO HONDA COVERING ISSUES WHICH WE HAVE ALREADY ATTEMPTED TO DEAL WITH"

In other words - We have ignored you for 6 months, we don't give a damn now get lost

[moocowuk]

Originally Posted by Topcat

Ok, I have sufficiently calmed down to post this thread relating to a letter I received today from Steve Dyer of Honda UK enclosing my paint report;... snip ...

Hi TC

First of all can I say sorry for not getting to the meet - I had to work! Boooo!

Secondly - Feckin hell, clearly Honda really do well in the Customer Services Department again! I am shocked that they even put that in a letter.

Thirdly - I can't say I'm surprised and just to make you feel a little better I sent off my JD POWER survey to say what I thought of Honda Customer Services, trust me - it wasn't good!

Moo xx

[Pottsy]

TC,

Could you document the entire saga here (in brief but as complete as possible) so we can all see the full chronology and facts? Might help you a bit..

[Topcat]

Originally Posted by Pottsy

TC,

Could you document the entire saga here (in brief but as complete as possible) so we can all see the full chronology and facts? Might help you a bit..

What do you mean the entire saga, sorry to be thick

Im not sure I have a few days spare to type it (in brief) lol

[Topcat]

Ok, bear in mind this is a replacement civic as the first was full of problems also I will try to be as brief as possible for fear of you falling asleep!!

I got this car on 20th May 2006, on day 3 I noticed a scratch on the rear bumper quite high up, it looked like it was under the clearcoat and it didnt polish out, after a few weeks the climate control didnt work and it went in for repair at Chiswick (my original dealership), I had picked up a couple more scratches and I asked them to check my paint thickness. They did not do that but gave me an estimate for the repairs. A couple of weeks later the lights started rubbing off the paint on the bumpers, Honda Uk tried to tell me that this was a one off but thanks to this site I knew it wasn't and they agreed to replace my bumpers. The car was going in for some other work I cant remember what but the list of problems includes, radio, gears, handbrake, wipers, stiff doors, rear boot struts, filler cap and debris collecting in light fittings. I asked again for the paint thickness to be measured and they did this but then refused to give me the results I followed this up with a letter and the reply I received was back to deal direct with Honda UK.

I then decided to take my car to Ruislip to have the paint measured and they did this and the readings were very low some panels measuring in the 50s and 60s which is why I wanted to take the matter further (I have since been told by Honda UK to ignore those readings as the equipment used was not accurate)!!

In November 2006, Swindon came down and looked at my car I was told by Sarah Roseblade on the 7th December that the paint was fine and that she would send me the report first class that night - it never arrived.

I emailed Sarah telling her I didnt have it - no response.

I called three times saying please tell Sarah I don't have the report - no response.

I wrote recorded delivery on the 11th December, also asking for some answers to other outstanding problems - no response.

I wrote again by recorded delivery on the 15th January saying if they didnt want to reply to the other problems could I please just have the report - no response.

My Solicitor wrote on the 16th February - no response

I wrote to Honda Japan on 8th March - they replied on the 20th March referring me back to Honda Uk and saying they would ask them to review my case.

I wrote again on 16th April - reply as above received today!

Car is currently at the dealers having work done, and in addition to the above has developed a few weird interior creaks and knocking underneath and has an outstanding recall.

[Charley Farley]

Hi Topcat

I'm sorry that the respose you got was not favourable, however I did not expect it to anything other than that as they seem to be eluding you every step of the way. I do find it quite strange that they have not been more courteous to you, knowing the potential for you to publicly air you views to everyone on this forum and the public at large. Quite frankly I think they have been rude to you, and are insulting your intelligence. I now think we should give our full support to sco77Harris and his magazine publication and any other way we can make public Honda's awful public relations.

[Kremmen]

What is point of Honda having a Customer Service Dept in the light of this and other similar experiences?

What exactly do they do if they cannot respond to owner queries in a timely and satisfactory manner?

[apemonkeyman]

Originally Posted by Charley Farley

I now think we should give our full support to sco77Harris and his magazine publication and any other way we can make public Honda's awful public relations.

Absolutely - but let's all keep on message & hit them on the big issues that they are trying to ignore, not stuff like fuel filler caps & shocks which they do provide fixes for.

[Honcho]

Topcat's diary note on her relations with Honda UK is practically a paradigm of awfulness. Honda should be ashamed. But I think the only pressure that counts is from Honda Japan. And that doesn't appear to be forthcoming.

[apemonkeyman]

Maybe passing this all back to Japan would be the next best step - if Japan aren't going to be happy with HUK over this then they can stamp on their nads, whereas if the CS is poor all the way to the Japs then it ain't gonna make any difference.

Nowt to lose now lass... now where's my baseball bat?

[BAUK]

Threaten them that you will go to Watchdog!

[moocowuk]

Originally Posted by BAUK

Threaten them that you will go to Watchdog!

Or even better - tell Watchdog!

[Cheltenhamshire]

I think the big problem is that this is the first time that Honda customer service has really been tested. They have never had to deal with a car that has been so badly made before as the new Civic. They have been making the previous 2 generations of Civic, the last generation Accord, 3 generations of CRV at Swindon. 99% of those have been perfect....what the hell has gone wrong on the 2006 Civic??

[Topcat]

[quote=Cheltenhamshire;69191]I think the big problem is that this is the first time that Honda customer service has really been tested. They have never had to deal with a car that has been so badly made before as the new Civic. [quote]


I have said this all along!

It is no excuse for lies and ignorance - if they think I am going to go away they are very much mistaken I am afraid.

[Obo]

Sorry to hear that TC, that is a terrible response.

I think the biggest problem is the same with all big companies, they dont give a damn about 1,2 or even 10 people with a problem like TC's. Simple common problems such as the fuel cap are easily (and probably cheaply) rectified at the dealer. They cant suddenly recall hundreds of cars to get the paint resprayed.

I think anyone who believes that one person or even this entire forum can make a difference to Honda policy (DISGUSTING AS IT IS) is being incredibly naive, Honda have sold thousands of these cars, and as is the case with many big companies these days the problems of a few are much outweighed by the demand for the product.

Though I must say I dont think you should give up on this TC no way!!

I hope that makes sense :-s

[emma]

Originally Posted by moocowuk

Or even better - tell Watchdog!

T.C. I think Moocowuk is right, if everyone on this forum was to write to Watchdog outlining problems to date, whether they are big or small. I think this may force Honda's hand, as the negative publicity is not in their interest, as they are selling the new Civic on the back of their previously unblemished reputation.

My decision for purchasing the new Civic was based on previously owned Honda's that never went wrong.

I am sure the forum would support you all the way - based on the recent poll on here re problems, you are not alone

Emma

[TB1]

The bonnet release cable incident with Renault Clio shown on Watchdog, must have put of loads of potentional buyers.

[Topcat]

I am sure it has already been done - I have not finished with Honda with yet, I need to think carefully I may well take legal action now.

[Topcat]

Originally Posted by TB1

The bonnet release cable incident with Renault Clio shown on Watchdog, must have put of loads of potentional buyers.

But did Renault seem bothered? Nope they did not

[Obo]

Originally Posted by Topcat

But did Renault seem bothered? Nope they did not

I direct you to my above post these big companies dont give a damn about the little guys *nods*