Customer complaints

Finally, Honda City executives find time to respond

Finally, Honda Siel Cars India executive found time to respond. Jaspreet’s response dated August 1, 2009 is given below:

HondaOne2One should be changed to OneWayHonda

Day before yesterday, a lady from HondaOne2One called me. In case you guys do not know, HondaOne2One is the brand name of Honda Cars customer care. The lady who called wanted to know if the dealer had spoken to me. First, she didn’t tell me what the dealer was supposed to speak to me about because I have raised a number of issues with Honda Siel Cars India regarding the premature failure of my Honda City’s clutch and flywheel. Second, I asked her as to why doesn’t she call the dealer to check whether he called me or not before calling me. I guess Honda executives think that calling the customer at every opportunity they get to ask frivolous questions is a way of building relationships with the customer. I thought at least that the Japanese companies would undertstand how to build relationship with their customers but I am disappointed.

Lets see if Complaint Cards can get a response from Honda

I have developed customer complaint cards to motivate businesses to resolve customer complaints quickly. Since I am not getting any response from Honda CarI am going to send the customer complaints cards to the following Honda Siel Cars India top executives regarding my Honda City complaint and see if I can wake them up to give me a positive response to my complaint:

Honda Car India does not even bother to respond to customer complaints

I had mentioned in my earlier post about clutch and flywheel of my Honda City getting burnt and Honda dealer blaming me for the same. Well, after receiving the response from the Honda dealer, I decided to pursue the matter with Honda Car company itself. So far my effort to get them to even say even a word has been unsuccessful. It seems that Honda Siel Car India believes that keeping quiet is the best way of building relations with the customer.

Honda City’s Clutch & Flywheel get burnt at 30000 km. Could the car have caught fire?

The clutch and flywheel of my Honda City failed/burnt at 30,000 km. I could not believe this. I have driven cats all my life, but never had to replace the flywheel because it got burnt even once. I am very unhappy with Honda and its quality. I am giving below step by step what is happening to my complaint with Honda Car India and I will keep you guys posted about the developments. Lets see how Honda maintains / build relationship with its customers.

Executives at Tatasky lie

I had earlier posted my experience with Tatasky when my wife and I wanted to watch Slumdog Millionaire. What happened after that is evident from the email I received from the COOO (I didn’t add the “O” by mistake. Its actually a designation.) and my response to him.

Yesterday must have been a sad day for JRD Tata

Yesterday, my wife and I decided to see Slumdog Millionaire on Tatasky. Tatasky was advertising heavily on their system. In fact, you could not turn on Tatasky without being forced to watch the advertisement for Slumdog Millionaire. The price very attractive, just Rs. 25.

Should TOI declare its interest in a news item?

Times of India (TOI) has reported about a customer complaint against MicroTek inverters on 19/2/2009 on Page 7. Its headline read “Inverter company tp apy Rs. 2.5L for fire in house.” The article was longer than the usual that Times of India devotes to customer complaint and it even had a cartoon.

A pre-requisite to getting more customers is keeping the old one happy

Most people do not understand that getting more customers is dependent on how many customers you have lost or how happy or unhappy your existing customers are. Most people who want to buy a big ticket item like real estate will try to get the opinion of a friend, relative or colleague who has bought and used the product before. If the experience has been a negative one, the dissatisfied customer with dissuade the new prospective customer from buying the product and you will lose the sale. On the other hand, if the existing customer is happy, he will speak positively about your product and the sale is certain.

What can the dissatisfied customer do with the Internet?

If you ask me, quite a lot. Internet has allowed a dissatisfied customer the ability to reach far and wide without spending any money.