Monday, July 26, 2010

Jess Ross : My HONDA TAK GUNA


He has even gotten the media to cover his story. Check out one of his articles that appeared in the Malay Mail.

Owner faces ceaseless brake issues with Honda car but no resolution
KEVIN ONG
Friday, July 16th, 2010 11:15:00

PETALING JAYA: How far will you go to get your car fixed? In these day of light-speed emails, instant messages and cellphones, an irate car-owner decided to adopt an old-school method of seeking redress — by placing stickers all over his problematic car.

And the message on the stickers read: "My Honda Tak Guna" (My Useless Honda).

To make sure he got the full attention of the car manufacturer, this sticker-adorned vehicle was parked outside the Honda Malaysia sales and service office here in Section 13 — much to the amusement of many pedestrians and motorists.

As to why he had resorted to such measures, events executive Jess Ross said his car brakes kept failing despite several repairs.

"Three months after buying the car, the rear brakes started giving way.After having these replaced by Honda, the same problem occurred three months later with the brakes giving way in the middle of the road.

"Luckily, I wasn't hit by another car when it happened."

After sending the 15-month old car to the Honda authorised service centre, Sumber Auto, Ross claimed to have been told the car had its rear brake callipers fitted wrongly during the original assembly.

Even after the brake calipers were rectified, Jess' woes continued with the calamitous Honda Accord he bought for about RM140,000.

Three months later, after getting his disc brake pads replaced for the second time, his Honda Accord started juddering again.

This time Honda mentioned the brake discs needed to be skimmed.

"On June 20 , there was a screeching sound from my front wheels and the car started juddering again. This time, I decided enough was enough. The car was towed to the Honda service centre for a fourth check on this particular screeching issue."

Claiming manufacturing defects, Ross said: "My demands are simple, firstly I want Honda to fully rectify the problems on my car and include a manufacturer's guarantee that such defects will not recur.

"Secondly, Honda could replace my car with another guaranteed problem-free unit. If all else fails, I want Honda to buy back the car at the purchase price.

"Honestly, I am still open to negotiations and a win-win situation I feel, is the best for both parties," he said, stressing he has no plans to remove the eye-catching stickers from his car.

A Honda Malaysia representative said the company remained committed to inspecting, servicing and repairing the problematic vehicle.

"The company would like to assure Ross the affected vehicle will be serviced and repaired to his satisfaction." Still unhappy with this response, Ross asked: "Why is it Honda Malaysia can't guarantee their parts, which serve a basic function of braking, to function properly?

"Is it too much to ask for a guarantee for their supposedly original parts which they recommended we use?"


Source of the article from here.





For more pictures, you can check out Jess Ross's photo album 'My Honda Tak Guna'.

Monday, July 05, 2010

My Complain to Honda Malaysia that I sent to The Malay Mail


Today I emailed a complain to The Malay Mail 'The Paper That Cares' (and cc: a copy to HONDA Malaysia) regarding a long pending issue regarding my Honda City 1.5 VTEC.

I am fed up of the excuses given by the Service Center personnel since 2007. If you wanna buy a HONDA please read my bad experience below.



Dear The Paper That Cares

I came from a family that has been supporting HONDA cars since early 1980s. I started driving a HONDA civic in 1999, it was a great experience.

In August 2006, I bought a brand new HONDA City 1.5 VTEC from Global Amity Sdn Bhd, Serdang Raya, Selangor which I consider as a disaster to the HONDA brand name. Besides other top competitor such as VIOS which was selling very well at that time, I tend to stick to HONDA as I have great experience with the previous one.

It all started after I changed my front wheel brake pads at a mile age slightly above 45000km. As my mile age approached 55,000km (which is 10,000 km after I used the new brake pads), there are knocking sounds each time I hit the brakes. It only happens upon the first braking when I move forward and also upon the first braking when I moved backwards. After the first braking the sound disappears.

So, I complained about it when I visited Global Amity Service Center for the next scheduled maintenance. To my surprise, the service representative claimed that it is a normal thing and nothing can be done. I asked him “ Do you mean that I have to bear the problem for the next 8 years till I finish paying for the car loan?”. Unfortunately, he said “yes”. I was really pissed off as I have chosen HONDA for its quality. I may have opted for a Proton instead which is much cheaper if not for its quality.

So the following Monday, I called HONDA Malaysia Customer Service Center (1800-88-2020) and described my problem in detail. The person in charged told me that there is no such thing as “can’t be done” as claimed by the service center representative and asked me to get back to the HONDA service center.

So, on the next visit to the service center, I highlighted to them that I have called HONDA Malaysia and they told me that ‘there is no such thing as can’t be done!’. After that service maintenance session, the sound disappears. I can now understand that it is not about “it can’t be done but it is about whether you want to do it or not” (as it has to be done FOC).

Later, I found out from one of the mechanics at Global Amity Service Center that the problem is due to the brake pads that are a little smaller that its casing (brake calipers) which creates a free play area. What the service center did was they tapped (welded) at the sides of the brake pads to enhance its size so that it will fit nicely into the brake calipers. So, the problem was solved for the time being.
 
As I expected, the same problem reoccurs when I changed the front brake pads again as it approached 100,000km. About a month after changing it, the same problem occurs. So, I complained again to Global Amity Service Center. And this time I was told by the mechanic that it also happens in HONDA Accord and he sounded as if I have to accept it since HONDA Accord is much more expensive than my HONDA City. He also told me that one previous customer had his brake pads tapped (welded) and end up with his brakes jammed in Bandar Baru Bangi. Since my car is no longer under warranty he advised me not to do so. I wonder why should I buy a HONDA if it comes with faulty parts?.

So, I called HONDA Malaysia Customer Service Center again. This time I was told that the Global Amity’s Service Center Manager is currently having a meeting at HONDA Malaysia and he will get him to call me back regarding this issue after the meeting, but it never happens.

Then, on the next visit to the service center I again highlighted the same issue. This time I was told to change the brake caliper as it does not fit correctly with the brake pads. This is the first time since I started driving a car 18 years ago, I was told of such a problem. To me it is ridiculous! If it is true that by changing the brake calipers will solved the problem, then why don’t they propose it when I first complained about it?, which was when my car was still under warranty 3 years ago. I am not willing to pay for the brake caliper as I first highlighted the problem while my car was still under warranty. I strongly believe that it is the brake pads that are faulty in size and not the brake caliper. So I have not changed it yet.

I would like to seek for a detail and rational explanation from HONDA Malaysia on the solution to the above problem. I am writing to ‘The Paper That Cares’ as I am fed up with the excuses given by the HONDA representatives. Furthermore, I have also experience some unwelcomed sound from the belting in the engine. I have also complained about it for 3 times and the best they can do is to re-adjust it and also used the silicone spray which only makes it silence for only a week.

If any of my friends ask for an opinion before they purchase a HONDA, I will surely share this unwelcome experience with them. When I bought my HONDA, I was willing to pay extra for a HONDA for its well known quality but now I think I should consider other car makers too as HONDA is not up to the quality it used to be.

Thank you.

I have also google the net for complaint on Honda Service Center and found quite a number. Maybe this link is a very good evidence. http://blog.alvinlim.info/2008/08/04/honda-malaysia-customer-service-does-it-even-exist/