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TXWJ
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8/31
Here is some of what I just wrote to Honda:
My wife and I bought a 2006 Honda Odyssey EX-L least year. It has been to Hendrick Honda for all of its warranty and scheduled maintenance work. Shortly after we got it, the DVD player would not eject or even play the Wallace and Gromit disk that was in the DVD player. When we contacted the dealership to schedule an appointment to get this fixed I was surprised that the first words out of the advisors mouth were, “Honda won’t cover this repair if the DVD was a homemade disk”. The fact that those lines were delivered in an accusatory tone made me think that was an odd response and not what I was expecting from a Honda dealer.
A few hours after we dropped off the van we received a call from the service advisor. She asked me who installed the Sirius satellite radio in our van. I informed her that I did. She said that the technician suspected that the install was the reason we were having trouble with the DVD player. I asked her how exactly a Plug and Play satellite receiver that is plugged into the cigarette lighter and broadcasts a FM signal so that van can pick up the signal and play Sirius on a unused FM frequency could interfere with the DVD player?
A few hours later we were called and told that the van was ready for pickup, when we got there we were told that they would need to order a new DVD player and that the old one would be sent to Honda for repair. The part took a week or so to arrive.
After that we did not have any more issues with the DVD player, and our only contact with the dealership was for Oil Changes and Tire Rotations every 5,000 miles. The dealer is great when it comes to scheduled maintenance.
Several weeks ago the Odysseys navigation system quit working, saying that the Navigation Door was open. We called the dealership to inform them of the problem and schedule a appointment for repair. We took it in and they informed us that they needed to order a part. It took two weeks to get the part, twice as long as they promised. We dropped the vehicle off, and the installed the new parts. My wife picked the van up and everything seemed fine.
A few days later, my wife called me to tell me that the Navigation System was acting strange. It was not showing her correct location. I told her to call the dealership and schedule an appointment. She left work and took it in that afternoon; they looked at it and fixed it.
A few days later we went on a trip to Baltimore Maryland that took us through Washington DC. On the way up there the Navigation system once again was acting up, not showing our correct location and giving us bad directions. When we finally arrived in Baltimore, I got out the manual to see if there was a way that I could correct the vehicle position so that the Navigation system would work. I then adjusted the vehicle position and we were back in business. This fix worked for less than an hour, and then the navigation system started acting strange again.
We got home to Charleston and called the dealership to schedule an appointment to get this fixed again (fourth trip to the dealer for this). They told my wife to bring it in. After waiting for awhile, she was informed that she would have to leave the vehicle so that they could diagnose the problem. She told them that was not possible since she has to go back to work. She called me to ask what I thought she should do.
I asked her to have the service advisor call me. On an earlier visit I told my wife to inquire about a rental vehicle. We had purchased a 5 year / 100,000 mile Honda Care Extended Service Policy. This policy pays up to $35 a day (7 days Maximum) toward a rental car when your vehicle is in the shop for a covered repair. She was told that they did not have Rental Cars. I thought that perhaps they did not understand my wife since English is her second language, so I thought that I might inquire about it again myself. Rick the service advisor called me back (about 9:30 - 10:00 am I think). I asked him if the dealership had Rental Cars. He said no they did not have Rental Cars. When I told him that I found that hard to believe he got defensive and started it is Honda Corporate Policy that we don’t have Rental Cars. I told him that I found that very hard to believe, I knew that for a fact I had rented a car from both Hendrick Dodge and Hendrick Chevrolet when my truck and company car were in the shop. I know for a fact that Hedrick has an arrangement with Enterprise Rent a Car. At this point he corrects himself, and say that they don’t offer loaners but that they do have Rental Cars.
Wondering if he is just new, I ask him how long he has been there, he informs me that he has been there for 3 years. Since I was not dealing with a new employee that was just unaware of the facts, I thought it best that I tell the Service Manager that he has a communication problem; this was second employee to tell me or my wife that they did not have rental cars. I asked Rick to transfer me to the Service Manager, he put me on hold and came back to say that the Service Manager was busy at the moment. I asked **** to have the Service Manager call me. I did not hear from him that day.
That night when I got to my hotel I went to their website (www.hondaofcharleston.com) to see if there was an email address for the Service Manager. There I could not find any contact information the web page said “Currently there is no staff listing”. I looked around some more and found the email address for ****** ******. I emailed him much of what I have told you so far.
The next day I waited until 4:30 PM for a call, either from my asking **** to have the Service Manager call me, or my email from the previous day. When I did not receive a call I called back and spoke with *************** myself. ******** was very nice, he told me that he had gotten my email and that he had spoken to **** and that **** was now aware that I was asking for a Rental Car and not a loaner. I told him that I had been disappointed so far with their service when we needed warranty repairs, he said that they were better at maintenance since that is what they do more of.
He said that he would be talking to the Honda rep in the next few days and that he would call me after they had spoken.
That night when I got home there was a survey from Honda on our service experience. I filled it out honestly and told the same story (in the margins) that I have told here. I left it on my desk after I filled it out, I was going to wait until this was resolved to mail it. I had filled it out honestly with what had happened so far. I found out later that my wife put it in the mail.
The day that the Honda rep was at Hendrick Honda I waited until 5:00 to get a call from the dealership, since there was not a call I called and spoke to ********. When he found out that I was across the street on business he asked me to stop by. I did and I found ******** to be as nice in person as he was on the phone. He told me that they would need to consult the tech line to determine what parts they might need to replace, and that they would order them and get back to us.
A few days later I received a call from ******* asking me about the van, I informed him that my wife drives the van. I gave ******* her work and cell numbers so that he could tell her to bring it in. She did and after waiting over an hour they needed to order some parts. The parts were supposed to be in today August 31, 2007.
Yesterday morning at 8:00 am I get a call from ************ , he tells me that the parts that were supposed to be in Friday would not be there until Tuesday. I told him that was fine. He then says, “You really hurt me with that survey”. At first I was not sure what he was talking about, and then he told me that he was “disappointed that he thought that we had worked everything out since he had called me”. At this point I am now aware that my wife must have mailed the survey in.
I told him that the only reason that we were talking was because of what I did. I asked one of his employees to have him call me, and then had to follow that up with an email. Then I still had to call him to find out that he did in fact get my email and that he had talked with the service advisor about it. I am not sure I would have known that if I didn’t call him. Then when he said he would call me when he spoke to the Honda rep once again I waited to the end of the day, and I called him.
His tone had changed and I could tell he wanted me to feel bad, I told him that I was sorry but that he had been given the score that they had earned. He said that it would be had to overcome a “20” since his average score is a “91” I told him that if this were an issue I could take my vehicle to ********** (**********, **) for service work, and he said that I could do what I felt I had to do.
9/6
Wanted to give you guys an update, when we talked last week the service manager said that the parts would be there Tuesday and that he would call me when he had the parts, well I had no call so I called after 5:00 today and he had the parts, will take it in and see if they can fix it this time.
9/12
Took the van in Monday, at first they had trouble finding anything on it. Took 1 hour to drop it off and pick up a rental.
As of 6:30 PM Tuesday (when they called back from my message earlier that day) they had replaced both cables that Honda recommended, and still the van was not fixed. They say that they will call Honda today (Wednesday) to see what is next.
9/14
The van is still at the dealer, got a VM today from the service manager saying that the parts that they sent aren't due to arrive until Monday now.
I got a call last week from Honda from a Dave K saying that he had gotten my letter. I called back to him 3 times and left messages so that we could speak.
I called back just now and spoke with a lady telling her that I had not heard back from from Dave K. and that I guess he was gone, and perhaps someone else had my case. I gave her my Vin number and my name and she put me on hold. She said that he was on the phone, and that she would transfer me to him.
He got on the line and he said that the reason that he did not call me back was that he did not have my number? I asked him how he called me the first time? He said that he had the number but it was wrong, and that he needed to update it. I told him that my number has not changed. The whole time I am getting the feeling this guy has not a clue what we are talking about.
Then he asked for the name and location of the dealership, I told him and since I referenced the dealer’s name, location and website in the letter I questioned if he had even read my letter? Then I find out that he is talking about another customer with the same first name as me, and a similar last name.
So then I said well Dave, you called me what's up? He said I just wanted you to know that I have your case. I said that is great Dave, what does that mean? He said that I would be calling the dealership on your behalf to get this solved. I said that is great Dave, so what have you done for me. He says I have a call into the dealership and I am waiting for a call back, you see when I call I have to leave a message and when they call they do the same, so we end up playing phone tag.
I said well Dave my van has been at the dealer a week now and this is the 5th time there for this issue, what are you going to do?
He said that he would call the dealership Monday.
Thanks Dave. I think I would have been better off on my own.
9/17
I got a call from the service advisor letting me know that while my van was ready they did not a a receipt for me (warranty work) since they hadn't gotten a bill from the rental car company. I don't know how that is possible since we turned the car in last Tuesday.
I go to pick up my van, and they didn't enter in the code so I had to go back and get that done. I can't believe after a week of having my van they didn't wash it.
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rayyu882
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I would go to the General Manager of that dealership complain to him directly, and also file the same complain to Honda.
Customer satisfation is a big thing for any service department, Honda will sure want this to resolve.
From what you have told me so far, the Service Manager and the Service advisor don't followup enough, they didn't care about you (a customer) that much, that's not what you want for a customer base business. I owned dealerships before and if I have employees like that, I'm sure will let them go and find myself a better Manager and Advisor.
Best of luck!
Ray
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HondaSales2
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Just one point of advice, if you complain to anyone else, try and be a little nicer, some of the things you say in there sound kind of rude..... i.e. The talk with the honda rep....that wouldnt motivate me to get anything done with your car.
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carcrazy84
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He sounded reasonable to me.
A guy can only stay polite for so long when dealing with incompetence, am I right?
You expect him to give you a pep talk after all that?
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TXWJ
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HondaSales1 wrote:
Just one point of advice, if you complain to anyone else, try and be a little nicer, some of the things you say in there sound kind of rude..... i.e. The talk with the honda rep....that wouldnt motivate me to get anything done with your car.
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I have have been in and around the car business since 1983. I have been a GM of numerous stores, this guys do not have a clue how to handle a client.
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HondaSales2
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TXWJ wrote:
8/31
I said well Dave my van has been at the dealer a week now and this is the 5th time there for this issue, what are you going to do?
He said that he would call the dealership Monday.
Thanks Dave. I think I would have been better off on my own.
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That sounds a little rude to me, especially to the person thats assigned from the manufacturer to help you out with your problem.
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HondaSales2
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Im just trying to give you help getting problem resolved. Best of luck.
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Waatdaehell
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HondaSales1 wrote:
TXWJ wrote:
8/31
I said well Dave my van has been at the dealer a week now and this is the 5th time there for this issue, what are you going to do?
He said that he would call the dealership Monday.
Thanks Dave. I think I would have been better off on my own.
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That sounds a little rude to me, especially to the person thats assigned from the manufacturer to help you out with your problem.
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Rude? Sounds more like frustration. One can only be so patient for so long.
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milvtecguy
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I can understand where you are coming from with this problem. This sounds like the same kind of crap I've been experiencing with the dealers in my area (Milwaukee.)
I bought a new 2006 Civic SI from a local dealer, my first time bringing the car in was to have the "I-VTEC" sticker placed on my HFP side skirts (they misplaced the ones that came with the kit and had to order more.) Well after being told that it would be a 10 minute wait I ended there for six yes SIX hours having them put on. Their excuse was they needed to removed the paint protection package I had put on the car when I bought it. Well I'm sure you can guess where this is going, so I'll leave it at that.
Another time the tire on my 18" HFP rim needed to be replaced. After owning the car for about a month, and putting about 500 miles on it, I noticed it frequently needed refilling. I assumed it had a small leak, so I took it to the same dealer, who also installed it with the rest of the HFP package. They said it needed to be replaced because the inside was shredded from driving with the tire too low. I didn't agree with this since it seemed to be a faulty tire but I didn't argue and paid the $250 for a new tire. It took them a few days to get the tire and once they did they attempted to install it. I waited at the dealer for four hours to have the tire installed. They came into the waiting room several times to tell me "they were having problems mounting the tire." Eventually they returned a final time and informed me they "tore the tire" while attempting to mount it, and they would need to order another. Well, this time they got the tire over night, and said they would sent it out to a local tire shop to have them do the job. It took a few days and I finally got the car back. When I went to pick it up they told me they were giving me a break on the installation cost, since they knew it wasn't a pleasant experience for me, but told me that they will not do it again since they don't recommend those size rims on that car. What? They are rims from Honda, specifically for that car. They had not a single bad to say about the rims when they sold them to me.
I'm on my third Honda (two new and one used), and have been to three dealers. Two of which I would never return to because of very poor service experiences, and the third is too far from where I live now. There are still two left in the metro area, but these experiences have turned me off. I love Honda products, and really don't want anything else, in fact Honda's are the only cars I've ever owned but from the service I've encountered I am seriously considering switching to another company. Sorry about the tangent, but reading your story set me off.
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HondaCrazy
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agreed, its not the clients job to be polite, especially after the run-around he has had, hondasales, do you work for a dealer? i just want to ensure i never set foot in there....
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TXWJ
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HondaSales1 wrote:
TXWJ wrote:
8/31
I said well Dave my van has been at the dealer a week now and this is the 5th time there for this issue, what are you going to do?
He said that he would call the dealership Monday.
Thanks Dave. I think I would have been better off on my own.
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That sounds a little rude to me, especially to the person thats assigned from the manufacturer to help you out with your problem.
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I did not say " I think I would have been better off on my own." to him, that was what I was thinking.
I do not think that you should be rude to dealership employees even when they are rude to you, but I will step up and tell them that I am disappointed with the level of service that they are giving me.
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HondaSales2
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TXWJ wrote:
HondaSales1 wrote:
I did not say " I think I would have been better off on my own." to him, that was what I was thinking.
I do not think that you should be rude to dealership employees even when they are rude to you, but I will step up and tell them that I am disappointed with the level of service that they are giving me.
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Alright, I thought you said that to him and I was like WOOAH. Best of luck with your van.
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TXWJ
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HondaSales1 wrote:
TXWJ wrote:
HondaSales1 wrote:
I did not say " I think I would have been better off on my own." to him, that was what I was thinking.
I do not think that you should be rude to dealership employees even when they are rude to you, but I will step up and tell them that I am disappointed with the level of service that they are giving me.
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Alright, I thought you said that to him and I was like WOOAH. Best of luck with your van.
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I have been out of town all week and there was a message from hime where he said "I authorized them to replace your navigation system". Please. We have 26,000 miles on a 06 van so it is covered under warranty. As far as I can tell this guy from Honda did nothing other than tell me that he was currently working with this dealer on 5 other clients behalf.
I can tell you that I am not at all impressed with Honda corporate and their handling of this.
It appears that the Navigation system is fixed, 5 trips (latest trip 8 days in shop).
To date my Honda has spent more time in the shop that my previous 6 Chrysler products. Don't get me wrong I like my Honda, but I can tell you that the dealers and Honda aren't the reason.
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TXWJ
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The van has been sitting since I brought it home, took it to the grocery store this morning and I open the rear hatch.
The cover to the jack is laying in the footwell. The headliner is pulled down a bit, the rear light is in the footwell and the wiring is hanging down.
You would think that if they had the van for 7 days they could finish the job.
:rolleyes:
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JonBoy
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TXWJ wrote:
The van has been sitting since I brought it home, took it to the grocery store this morning and I open the rear hatch.
The cover to the jack is laying in the footwell. The headliner is pulled down a bit, the rear light is in the footwell and the wiring is hanging down.
You would think that if they had the van for 7 days they could finish the job.
:rolleyes:
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Do you check their work before leaving the dealership? Might be helpful next time. ;)
If I take a car in for something like that, I'm definitely going to check it at the dealership (if possible) or as soon as I get home.
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JMU R1
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HondaCrazy wrote:
agreed, its not the clients job to be polite, especially after the run-around he has had, hondasales, do you work for a dealer? i just want to ensure i never set foot in there....
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He is not saying it is the customer's job to be polite, he is merely saying that you are more likely to get the result you're looking for if you are polite. Of course there are times that different strategies are more effective but most times it doesn't pay to be rude, even if you are in the right.
For the record I don't think TXWJ is being particularly rude. I will say that I think a 21 out of 100 is a very low score for the situation but sending the survey was a bit of an accident anyway.
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TXWJ
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21 is low and based upon the level of service I think I may have given them too much credit.
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HondaSales2
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I wonder if ADP personnel get surveys..
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TXWJ
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Yes, we do. Is this a threat?
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TXWJ
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Like most companies that are customer focused they are interested in keeping customers. No company is perfect, and mistakes and missteps happen. It’s what happens afterwards that is the true test of how effective front line employees and managers are at running theirs businesses.
You must be with Hendrick Honda to know who I am, yet you don’t dispute a word that I have said instead you try and threaten me cryptically.
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kiwikungfu
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HondaSales1 wrote:
I wonder if ADP personnel get surveys..
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I'm sure this comment is just to remind us of the Golden Rule, and think of how we would want our customer to think before filling in our survey before writing down rough comments on someone else's survey. Still, lets keep this converation on-topic and professional.
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HondaSales2
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ditto
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