Auto Industry
Should Bajaj be dropped? Implementation issues
In my previous post, I had discussed the new branding strategy of Rajiv Bajaj from the point of view of management theory. Well, management theory suggests that Rajiv Bajaj is on the right track. Now let us discuss some of the implementation issues that Rajiv Bajaj will have to grapple with to make his new branding strategy a success. In addition, we will also try to comment on some of the issued and concerns raised by others while debating on this issue.
What Honda does not understand Maruti does!
I think anybody who has had a premature failure of the clutch of his car has heard the excuse that all car manufacturers give immediately, that is, they tell you that the fault is yours because you have been overriding the clutch. They have now added another excuse, that is, the bumper to bumper driving conditions in the city you live in. Honda gave me these excuses when my Honda car’s clutch and flywheel failed at 30,000 km and just a few days back Maruti dealer gave me the same excuse also when my Swift car’s clutch failed at 20,000 km. Some of you who had responded to my blog had also complained of Honda’s clutch problem.
Another Honda City customer with clutch problems
Yesterday, I received a call from Mr. Rajiv Gupta who also had a problem with Honda City clutch. His clutch failed at 31,000 kms. He was told by Honda that its because of normal wear and tear. Honda can’t seem to get its story right because they had told me that my cltch faled because I was “riding the clutch.” Now rajeev had the same reasoning as I had for his unhappiness, that is, when one buys Honda, one is assuming that one is buying quality and one does not expect the clutch and flywheel to fail at 30,000 kms.
Before buying new Honda Civic car, check out its clutch system
Honda Siel cars India has launched the new Honda Civic car. However, I suggest that whoever is thinking of buying the new Honda Civic, you check out is the clutch system is the same as Honda City. If the design and technology is the same, I suggest you take the following actions:
Honda car executives want justification to satisfy its customers
In my earlier post, I had mentioned that Honda car service executive who called me wanted me to provide him justication as to why Honda should resolve my problem to satisfy me. His justification for not taking care of my complaint was as follows:
Buyers of Honda cars-Beware of their clutch problems
I am sorry I have not been able to update you guys regarding my clutch problem with Honda City as I have been a little busy. I have 2 good news and 1 bad news. Now you must be thinking that this sounds good but actually it isn’t. The first good news is that the customer dissatisfaction cards that I sent and mentioned in my earlier blogs do work. At least, haraased and dissatisfied customers at least have a tool to get the attention of companies to resolve their complaints. The second good news is actually not good news for other Honda owners but in the short-term it supports my claim that something is wrong with Honda’s clutch. I have received a number of responses to my blog by Honda owners who are facing problem with their clutch. One of them says that his clutch started giving a burning smell at 5000 kms.
Honda doesn’t want to talk to its dissatisfied customers
I have been keeping you guys posted with all the developments with respect to my Honda City complaint to Honda Siel Car India. I had mentioned earlier that I have sent customer dissatisfaction cards developed by me to the president & CEO and GM-Service. But as expected, I have not received a response from any of these executives or anyone else.
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:
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