HUK Honda Customer Services. - Page 2

Ancient Nerd · 23rd August 2006, 12:30

Timmons,

Add up the cost of the items you feel are missing, backed up by a current accessories price list. Gather together any paperwork that supports your case, including the screenshot above, details of any others who were supplied with the items at around the same time.

Write a final letter to your dealer, very brief and to the point, but polite. In that, just state that these items were described to you as part of the car, but were not delivered. Please arrange to supply and fit them within seven days, or you will take any necessary action to recover the £xxx cost of having them supplied and fitted by another dealer.

I suggest you also write a second letter, headed WITHOUT PREJUDICE, in which you tell the dealer that you really just want the items described in the Honda literature that you had expected. However, much as you don't want to you will take a Small Claims Court action against them, despite the fact that the problem appears to be Honda's fault entirely. You can lay this on as thick as you like, because this letter can't be used in court.

Then take out a Small Claims Court action against your dealer for that amount. It doesn't cost very much fo you as you pay no additional legal costs even if you lose. The dealer on the other hand, will have to appoint a solicitor to defend, which is probably £2000 or so. Which will he choose, £2000 plus total retail cost of fitting accessories, or cost to dealer of fitting the accessories. I don't think it will ever reach the court.

timmons · 23rd August 2006, 17:06

I think I will talk verbally with the dealer first, as they themselves have been very good. It is the CS at Slough that were poor.

All I really would like are the fog lights fitting as it was this that I noticed missing as soon as I collected.

Out of interest it would be useful to know exactly how many people here have bought the Sport model (either petrol or diesel) and received the Fog lights / extra spoiler as standard, or received them FOC post-delivery.

Please post here or PM me and I promise I won't name you or anything - just to get an idea of a number really.

Thanks for your help and advise it is very much appreciated.

Ancient Nerd · 23rd August 2006, 17:34

Quote:

Originally Posted by timmons

I think I will talk verbally with the dealer first, as they themselves have been very good. It is the CS at Slough that were poor.

All I really would like are the fog lights fitting as it was this that I noticed missing as soon as I collected.

This is the reason for the without prejudice letter. As it can't be used in court, you can apologise to them for having to push them this way as the fault is completely Honda's, but you have to as your contract is with the dealer, not Honda. also, you can tell them what you will really settle for if your claim is negotiable. The other reason is that it suggests that you know what you are talking about, and are obviously preparing to follow through.

I've had to use this approach three times in about ten years (Curry's once, Renault twice). in each case, the existing stalemate changed immediately. It will probably not work if your request is unreasonable, but then it shouldn't.

Seriously, I would write the letters, take them with you to the dealer, but only use them over if they refuse to supply your fog lights. You may find that their response changes on the spot. I used this approach with Curry's with a faulty DVD player (when DVD players were expensive)

Quote:

Originally Posted by timmons

Out of interest it would be useful to know exactly how many people here have bought the Sport model (either petrol or diesel) and received the Fog lights / extra spoiler as standard, or received them FOC post-delivery.

Please post here or PM me and I promise I won't name you or anything - just to get an idea of a number really.

Thanks for your help and advise it is very much appreciated.

Try starting up a new toipc as a poll

[/quote]

timmons · 23rd August 2006, 19:08

Good idea, Ancient Nerd, thanks!

pfirestorm · 2nd September 2006, 17:32

[Edit, Pottsy 4/9 0500 - personal insult removed, please refrain]

I am staggered by the basic lack of knowledge the main protaganists on this issue have.

Your contract of sale is with the supplying dealership Not Honda UK (they make it, they do not sell it) You buy a dvd from woolworths do you go back to Paramount with a problem. No!

If your dealership is unable to resolve an issue then the manufacturers will usually get involved.

BMW Battersea had 3 failed attempts to sort out a recent issue i had with a new GS1200. Customer services were written too, no reply, emailed again no reply. I then discussed the issue at the motorshow politely with no menace and low and behold goodwill came willingly.

I have a S2000, okay a fireblade and an Audi A4. Honda's customer service have been fantastic. Yes i've used it once. Audi's is non existant, BMW's is hmmmmmm 4-6wks if you chase them.

As potty said talk to them and they will listen, be [aggresive] and you will probably get nothing at all in they way of sympathy

A wise man once told me you have 2 ears and 1 mouth use, them in that proportion

Martin · 2nd September 2006, 18:57

Timmons,

Your dealership did not have spoiler and fogs as standard on the car you ordered and took delivery of.

The offer of free spoiler and fogs was brought in during the early part of April, and in fairness to your dealer, they new about it at the same time. It was not a underhanded manouver by any one involved.

HUK are going to be the only people who can help you, as neither the dealer or the sales person involved had any prior knowledge of the offer on the sport.

I'm sorry that you are cheesed of with it, but I don't think the dealer is in a position to do anything about it

Martin

basegreen · 3rd September 2006, 09:05

Quote:

Originally Posted by pfirestorm

I am staggered by the basic lack of knowledge the main protaganists on this issue have.

Your contract of sale is with the supplying dealership Not Honda UK (they make it, they do not sell it) You buy a dvd from woolworths do you go back to Paramount with a problem. No!

If your dealership is unable to resolve an issue then the manufacturers will usually get involved.

BMW Battersea had 3 failed attempts to sort out a recent issue i had with a new GS1200. Customer services were written too, no reply, emailed again no reply. I then discussed the issue at the motorshow politely with no menace and low and behold goodwill came willingly.

I have a S2000, okay a fireblade and an Audi A4. Honda's customer service have been fantastic. Yes i've used it once. Audi's is non existant, BMW's is hmmmmmm 4-6wks if you chase them.

As potty said talk to them and they will listen, be an *** and you will probably get nothing at all in they way of sympathy

A wise man once told me you have 2 ears and 1 mouth use, them in that proportion

Speaking to the manufacturer is not that unusual. Taking your example of a DVD from woolworths, fairly recently there were numerous issues with the screen format of the DVD (anamorphic vs cropped). Obviously in this situation talking to the saturday girl at woolies isn't going to get you very far. In the end, it was raised with the studio, and they replaced 1000s of copies of a few films.

In my case.. I had a problem, I left it with the dealer they couldn't sort it and I ended up getting in touch with Slough myself.

Miggins · 3rd September 2006, 10:37

Hello timmons,
I ordered my Civic in April and was advised by a dealer (who couldn't match the offer I finally went with) to make sure I received the fog lights and rear spoiler. Checking with Honda UK - they had no idea about it but as soon as I contacted the supplying dealer I was told yes I would be getting the extras and that these would be fitted by them prior to delivery (they also stated that they didnt get paid by Honda for the fitment - but I'm sure it helped sell a few more underspecified sports). This was a new offer that had only just been published.

I received my car about 2 weeks later with the extras - at no time did I see fog lights or rear spoiler included on the web site (in April 06), however they have retracted sports suspension as an option!

My 'understanding' is that it was an offer made my Honda UK through the dealerships (even if they werent aware of it) for vehicles ordered from April to help sales. Elidgeability would be dependant on when you placed your order. As it started sometime in April (Specific date required) and would have been for a specific number of kits (as budgetted), I believe your problem is that you ordered your vehicle in December -

(Unless there was another offer/you were missled)

It was the dealers responsibility to fit them, but HUK to supply them (legal disclaimers aside). My delaer din't order the kit - they were added as part of the vehicle order by HUK.

basegreen · 3rd September 2006, 11:13

I can definitely confirm that FOC (to dealer) fog lights were being issued during april. The impression I got that this was because of the sport being worse value than the ES and SE (that's subjective, I know) and because there were some differences in what the brochure and website said.

Personally, I think the sport should come with fogs. It seems silly to me that it doesnt.

The spoiler (coloured).. well.. ok... but the fogs are unforgivable.

Pottsy · 3rd September 2006, 13:27

Quote:

Originally Posted by timmons

What is a body coloured side sill garnish?

Had a quick search here and found these two pics:

Bungle · 3rd September 2006, 19:46

There has already been one 'misunderstanding' today, we dont want another!

The side garnish is the pic is silver or chrome, it is only body cloured if you have that colour car!

2nd September 2006, 17:32	#25 (permalink)
pfirestorm Banned Valve Cap Join Date: 2nd September 2006 Location: Watford Posts: 2 Thanks: 0 Thanked 0 Times in 0 Posts	Customer Services [Edit, Pottsy 4/9 0500 - personal insult removed, please refrain] I am staggered by the basic lack of knowledge the main protaganists on this issue have. Your contract of sale is with the supplying dealership Not Honda UK (they make it, they do not sell it) You buy a dvd from woolworths do you go back to Paramount with a problem. No! If your dealership is unable to resolve an issue then the manufacturers will usually get involved. BMW Battersea had 3 failed attempts to sort out a recent issue i had with a new GS1200. Customer services were written too, no reply, emailed again no reply. I then discussed the issue at the motorshow politely with no menace and low and behold goodwill came willingly. I have a S2000, okay a fireblade and an Audi A4. Honda's customer service have been fantastic. Yes i've used it once. Audi's is non existant, BMW's is hmmmmmm 4-6wks if you chase them. As potty said talk to them and they will listen, be [aggresive] and you will probably get nothing at all in they way of sympathy A wise man once told me you have 2 ears and 1 mouth use, them in that proportion

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This thread is about: Honda Customer Services., it's in Bugs, faults and irritations at the Honda Civic forum Civinfo; Timmons, Add up the cost of the items you feel are missing, backed up by a current accessories price list. Gather together any paperwork that ...

23rd August 2006, 12:30	#21 (permalink)
Ancient Nerd Triangular Exhaust Join Date: 5th May 2006 Location: Norfolk Posts: 347 Thanks: 0 Thanked 0 Times in 0 Posts	Timmons, Add up the cost of the items you feel are missing, backed up by a current accessories price list. Gather together any paperwork that supports your case, including the screenshot above, details of any others who were supplied with the items at around the same time. Write a final letter to your dealer, very brief and to the point, but polite. In that, just state that these items were described to you as part of the car, but were not delivered. Please arrange to supply and fit them within seven days, or you will take any necessary action to recover the £xxx cost of having them supplied and fitted by another dealer. I suggest you also write a second letter, headed WITHOUT PREJUDICE, in which you tell the dealer that you really just want the items described in the Honda literature that you had expected. However, much as you don't want to you will take a Small Claims Court action against them, despite the fact that the problem appears to be Honda's fault entirely. You can lay this on as thick as you like, because this letter can't be used in court. Then take out a Small Claims Court action against your dealer for that amount. It doesn't cost very much fo you as you pay no additional legal costs even if you lose. The dealer on the other hand, will have to appoint a solicitor to defend, which is probably £2000 or so. Which will he choose, £2000 plus total retail cost of fitting accessories, or cost to dealer of fitting the accessories. I don't think it will ever reach the court.

23rd August 2006, 17:06	#22 (permalink)
timmons Valve Cap Join Date: 27th May 2006 Location: Gatwick Posts: 35 Thanks: 0 Thanked 0 Times in 0 Posts	I think I will talk verbally with the dealer first, as they themselves have been very good. It is the CS at Slough that were poor. All I really would like are the fog lights fitting as it was this that I noticed missing as soon as I collected. Out of interest it would be useful to know exactly how many people here have bought the Sport model (either petrol or diesel) and received the Fog lights / extra spoiler as standard, or received them FOC post-delivery. Please post here or PM me and I promise I won't name you or anything - just to get an idea of a number really. Thanks for your help and advise it is very much appreciated.

23rd August 2006, 19:08	#24 (permalink)
timmons Valve Cap Join Date: 27th May 2006 Location: Gatwick Posts: 35 Thanks: 0 Thanked 0 Times in 0 Posts	Good idea, Ancient Nerd, thanks!

2nd September 2006, 18:57	#26 (permalink)
Martin Triangular Exhaust Join Date: 18th August 2006 Location: Wales Posts: 226 Thanks: 0 Thanked 0 Times in 0 Posts	Timmons, Your dealership did not have spoiler and fogs as standard on the car you ordered and took delivery of. The offer of free spoiler and fogs was brought in during the early part of April, and in fairness to your dealer, they new about it at the same time. It was not a underhanded manouver by any one involved. HUK are going to be the only people who can help you, as neither the dealer or the sales person involved had any prior knowledge of the offer on the sport. I'm sorry that you are cheesed of with it, but I don't think the dealer is in a position to do anything about it Martin

3rd September 2006, 10:37	#28 (permalink)
Miggins Enthusiastic Supporter Magic Rear Seat Join Date: 25th August 2006 Location: The Twilight Zone Posts: 526 Thanks: 0 Thanked 0 Times in 0 Posts	Hello timmons, I ordered my Civic in April and was advised by a dealer (who couldn't match the offer I finally went with) to make sure I received the fog lights and rear spoiler. Checking with Honda UK - they had no idea about it but as soon as I contacted the supplying dealer I was told yes I would be getting the extras and that these would be fitted by them prior to delivery (they also stated that they didnt get paid by Honda for the fitment - but I'm sure it helped sell a few more underspecified sports). This was a new offer that had only just been published. I received my car about 2 weeks later with the extras - at no time did I see fog lights or rear spoiler included on the web site (in April 06), however they have retracted sports suspension as an option! My 'understanding' is that it was an offer made my Honda UK through the dealerships (even if they werent aware of it) for vehicles ordered from April to help sales. Elidgeability would be dependant on when you placed your order. As it started sometime in April (Specific date required) and would have been for a specific number of kits (as budgetted), I believe your problem is that you ordered your vehicle in December - (Unless there was another offer/you were missled) It was the dealers responsibility to fit them, but HUK to supply them (legal disclaimers aside). My delaer din't order the kit - they were added as part of the vehicle order by HUK.

3rd September 2006, 11:13	#29 (permalink)
basegreen Super Moderator Civinfo guru Join Date: 15th April 2006 Location: noitacoL Posts: 2,865 Thanks: 0 Thanked 2 Times in 2 Posts	I can definitely confirm that FOC (to dealer) fog lights were being issued during april. The impression I got that this was because of the sport being worse value than the ES and SE (that's subjective, I know) and because there were some differences in what the brochure and website said. Personally, I think the sport should come with fogs. It seems silly to me that it doesnt. The spoiler (coloured).. well.. ok... but the fogs are unforgivable.

3rd September 2006, 19:46	#31 (permalink)
Bungle Rocketship door handle Join Date: 3rd July 2006 Location: SE London/Kent Posts: 1,217 Thanks: 0 Thanked 0 Times in 0 Posts	There has already been one 'misunderstanding' today, we dont want another! The side garnish is the pic is silver or chrome, it is only body cloured if you have that colour car!