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My bad experience with HMSI Customer Care
My recent interactions/communications with Customer Care of Honda Motorcycles and Scooters India Ltd. (HMSI) left me in a state of shock.
The Case:
I have given my three-month old, 2000km run CBF Stunner PGM-FI for second service at JSP Honda, Kukatpally, Hyderabad. The technician found a defective CrankShaft and JSP Honda offered to replace the same under warranty in four days time. After they opened the engine, found that the Crank Shaft for Stunner FI is different from Carburetted Stunner and the spare was not available anywhere in Hyderabad. Sensing the delay in procuring the Crankshaft, I complained to Honda for speeding up the process to get the spare from HMSI. I got a prompt and quick reply from HMSI Customer Care that they would look into the matter and get back to me soon. Even after a week, there was no response from Customer Care and I mailed them again, particularly asking them why the process is more delayed even after the complaint. I even called up the numbers provided in the mail from them but nobody answered (multiple calls). Now, I found that JSP Honda put the order for the crankshaft a week after they found that the same was not available in Hyderabad.
Now, it is almost 14 days, and I directly called Honda Plant’s phone number, and my call was transferred to a lady in Customer Care, who is aware of my problem, and when I specifically asked why there has been a delay in order by JSP Honda, she only asked me if I was contacted by the dealer. With this answer, I understood that they were not following up the case. I asked her to transfer the call to a superior for further escalation. She told me, she would return the call to my mobile number with the superior in an hour. Even after a day, there has been no return call.
This is the state of the Customer Care of HMSI.
The Chronology of Events:
18th May: Gave my bike for second service. By afternoon the technician informed me that the Crank Shaft was defective and they will replace it under warranty in max four days.
21st May: I have been following with them regularly and after the warranty approval came, they started work to replace the Crank Shaft. Later, they found that the part is not fitting and Stunner FI needs a different Crank Shaft than regular Stunner. There was no stock of this Crankshaft in Hyderabad. The Works Manger told me he would try the spare if available anywhere in South India.
24th May: Now with no stock available anywhere in south, and my bike's engine completely dismantled for the past 3 days, I am a lot worried as to what is the next course. No specified time is available when the part will come. I have shot a mail to HMSI’s Customer Care asking speeding up the process and direct a senior engineer to supervise the process.
25th May: Got quick reply from Sandeep Rai, Customer Care, who assured me they would look into the matter and get back to me very soon.
28th May: Contacted JSP Honda’s Service Manager who told me that they put a flight order for the spare on the same day (28th May). Now, there has been an full week delay in ordering the spare, and this happened even after I complained to Honda. The works manger and service manger of JSP Honda are not happy with me contacting the Customer Care.
28th May: Called multiple times to the numbers I got form the Signature of Mr. Sandeep Rai, Customer Care of HMSI. Nobody answered the calls. I wrote a mail again asking about the update as to what action has been taken by Honda. No reply till 31st May.
31st May: Called HMSI’s Factory number and spoke to a lady in Customer Care, and I explained the entire ordeal and said I was not happy with the Customer Care and want to escalate the issue. She said she would call back with a superior that I can complain.
My bikes engine has been completely dismantled for the past 15 days, and still no sign when I would get my bike back. The HMSI’s Customer Care, who are supposed to help, were casual and nonchalant even after my complaint. Now, I suspect HMSI does not have any control over their dealerships. JSP Honda seems purposefully delayed ordering the spare even after I complained to the Customer Care. There has been a communication to JSP Honda from Customer Care after my complaint. JSP Honda who are supposed to speed up the process, delayed it more and put order for the spare only after a week.
Now, I would like to escalate this matter to MD or CEO of HMSI, or if possible Honda Japan. Anybody’s help in regards to this matter would be highly appreciated.
The Case:
I have given my three-month old, 2000km run CBF Stunner PGM-FI for second service at JSP Honda, Kukatpally, Hyderabad. The technician found a defective CrankShaft and JSP Honda offered to replace the same under warranty in four days time. After they opened the engine, found that the Crank Shaft for Stunner FI is different from Carburetted Stunner and the spare was not available anywhere in Hyderabad. Sensing the delay in procuring the Crankshaft, I complained to Honda for speeding up the process to get the spare from HMSI. I got a prompt and quick reply from HMSI Customer Care that they would look into the matter and get back to me soon. Even after a week, there was no response from Customer Care and I mailed them again, particularly asking them why the process is more delayed even after the complaint. I even called up the numbers provided in the mail from them but nobody answered (multiple calls). Now, I found that JSP Honda put the order for the crankshaft a week after they found that the same was not available in Hyderabad.
Now, it is almost 14 days, and I directly called Honda Plant’s phone number, and my call was transferred to a lady in Customer Care, who is aware of my problem, and when I specifically asked why there has been a delay in order by JSP Honda, she only asked me if I was contacted by the dealer. With this answer, I understood that they were not following up the case. I asked her to transfer the call to a superior for further escalation. She told me, she would return the call to my mobile number with the superior in an hour. Even after a day, there has been no return call.
This is the state of the Customer Care of HMSI.
The Chronology of Events:
18th May: Gave my bike for second service. By afternoon the technician informed me that the Crank Shaft was defective and they will replace it under warranty in max four days.
21st May: I have been following with them regularly and after the warranty approval came, they started work to replace the Crank Shaft. Later, they found that the part is not fitting and Stunner FI needs a different Crank Shaft than regular Stunner. There was no stock of this Crankshaft in Hyderabad. The Works Manger told me he would try the spare if available anywhere in South India.
24th May: Now with no stock available anywhere in south, and my bike's engine completely dismantled for the past 3 days, I am a lot worried as to what is the next course. No specified time is available when the part will come. I have shot a mail to HMSI’s Customer Care asking speeding up the process and direct a senior engineer to supervise the process.
25th May: Got quick reply from Sandeep Rai, Customer Care, who assured me they would look into the matter and get back to me very soon.
28th May: Contacted JSP Honda’s Service Manager who told me that they put a flight order for the spare on the same day (28th May). Now, there has been an full week delay in ordering the spare, and this happened even after I complained to Honda. The works manger and service manger of JSP Honda are not happy with me contacting the Customer Care.
28th May: Called multiple times to the numbers I got form the Signature of Mr. Sandeep Rai, Customer Care of HMSI. Nobody answered the calls. I wrote a mail again asking about the update as to what action has been taken by Honda. No reply till 31st May.
31st May: Called HMSI’s Factory number and spoke to a lady in Customer Care, and I explained the entire ordeal and said I was not happy with the Customer Care and want to escalate the issue. She said she would call back with a superior that I can complain.
My bikes engine has been completely dismantled for the past 15 days, and still no sign when I would get my bike back. The HMSI’s Customer Care, who are supposed to help, were casual and nonchalant even after my complaint. Now, I suspect HMSI does not have any control over their dealerships. JSP Honda seems purposefully delayed ordering the spare even after I complained to the Customer Care. There has been a communication to JSP Honda from Customer Care after my complaint. JSP Honda who are supposed to speed up the process, delayed it more and put order for the spare only after a week.
Now, I would like to escalate this matter to MD or CEO of HMSI, or if possible Honda Japan. Anybody’s help in regards to this matter would be highly appreciated.
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