Honda Customer Service
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Registered User
Joined: Jul 2001
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From: Tampa
Honda Customer Service
You won't believe this one. I am so mad right now and I need some direction.
First, I have had creases in my rear window since I picked up my 2001 in April of 01. I noted it then. "They'll stretch out" I was told. 15000miles later, still creases. In for service right now at my former dealer/service center, their response: "You need to pour boiling water on the window to heat it up. We can't do it because we don't have access to that kind of equipment."
Call to Honda Customer Service to ask why they won't service a faulty part. "The rear plastic is a 'character' issue. Because it only happens with certain cars, we don't have a standard fix." I ask, "Then why is it that I am having a new clutch put in under TSB 54. Isn't that a character issue that doesn't happen to all clutches?" Response: Uhmm.
Second reason my dealer/service center is former. I, too, am experiencing the gear grind between 1st and 2nd at high RPMs. My Service manager says, "That's not what TSB 55 is about." He goes on to say, and this is the kicker, "These cars aren't designed to be shifted from 1st to 2nd at 8500 RPMs." He tries to put the blame on me by saying that "I get all over my car since my rear tires need to be replaced at 15000 miles."
Again, I tell Honda customer service. They say "Well we only manufacture. They service so they would know that better." I say these mechanics only see 10-12 a year, they don't know squat.
Can anyone offer advice. I am furious that Honda will not bend over backward to make customers of their most expensive vehicle happy. What has happened to their service mentality.
Also, does any one know a good service shop in the Pittsburgh area. Not to mention any names, but my car will no longer be serviced in Monroeville.
First, I have had creases in my rear window since I picked up my 2001 in April of 01. I noted it then. "They'll stretch out" I was told. 15000miles later, still creases. In for service right now at my former dealer/service center, their response: "You need to pour boiling water on the window to heat it up. We can't do it because we don't have access to that kind of equipment."
Call to Honda Customer Service to ask why they won't service a faulty part. "The rear plastic is a 'character' issue. Because it only happens with certain cars, we don't have a standard fix." I ask, "Then why is it that I am having a new clutch put in under TSB 54. Isn't that a character issue that doesn't happen to all clutches?" Response: Uhmm.
Second reason my dealer/service center is former. I, too, am experiencing the gear grind between 1st and 2nd at high RPMs. My Service manager says, "That's not what TSB 55 is about." He goes on to say, and this is the kicker, "These cars aren't designed to be shifted from 1st to 2nd at 8500 RPMs." He tries to put the blame on me by saying that "I get all over my car since my rear tires need to be replaced at 15000 miles."
Again, I tell Honda customer service. They say "Well we only manufacture. They service so they would know that better." I say these mechanics only see 10-12 a year, they don't know squat.
Can anyone offer advice. I am furious that Honda will not bend over backward to make customers of their most expensive vehicle happy. What has happened to their service mentality.
Also, does any one know a good service shop in the Pittsburgh area. Not to mention any names, but my car will no longer be serviced in Monroeville.
Former Moderator
Joined: Nov 2000
Posts: 25,439
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From: St. Louis, MO
OMG!!! Just reading this makes me upset!!! I can't believe how some Honda dealers are with the S2000's!!!
I too just had an issue with my local dealer. I'm not sure why Honda's customer care does not treat "us" better. When I had issues with my '99 Honda Passport two years ago, they really went out of their way to accomodate me! They (Honda) ended up buying the Passport back from me and giving me a $2,000 goodwill check towards any new Honda. I ended up buying an Accord Coupe EXVL (very sweet) and about 3 weeks later, I received a $1,000 check from Honda for my troubles!
Amazing! When I called about my '00, they were the very opposite! Hopefully, I'll have no problems with my new '02!
BYW, get the DSM (District Service Manager) involved! Honda has replaced the rear platic windows in the past (I was one of those people) so they'll have to do it fo ryou as well!
I too just had an issue with my local dealer. I'm not sure why Honda's customer care does not treat "us" better. When I had issues with my '99 Honda Passport two years ago, they really went out of their way to accomodate me! They (Honda) ended up buying the Passport back from me and giving me a $2,000 goodwill check towards any new Honda. I ended up buying an Accord Coupe EXVL (very sweet) and about 3 weeks later, I received a $1,000 check from Honda for my troubles!
Amazing! When I called about my '00, they were the very opposite! Hopefully, I'll have no problems with my new '02!
BYW, get the DSM (District Service Manager) involved! Honda has replaced the rear platic windows in the past (I was one of those people) so they'll have to do it fo ryou as well!
Former Moderator
Joined: Nov 2000
Posts: 25,439
Likes: 2
From: St. Louis, MO
Originally posted by Rev Run
How do I find out who the DSM is?
How do I find out who the DSM is?
Be prepared as they will not transfer you to him/her or give you another number . They'll log your call and enter a message for him/her to call you.
Sounds a little frustrating but it works well. The log proves you called and the DSM will call you!!!
If you want, you can also ask the Service Manager in the Honda dealer.
Registered User
Joined: Oct 2000
Posts: 8,332
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From: Torrance
That really sucks about the poor service. Definitely try to find a better dealer.
By the way, getting 15,000 on your rears is a LOT of miles for the S-02's. I'd say that you didn't frive aggressively at all if you got that kind of mileage out of the tires.
By the way, getting 15,000 on your rears is a LOT of miles for the S-02's. I'd say that you didn't frive aggressively at all if you got that kind of mileage out of the tires.
Registered User
Joined: Oct 2000
Posts: 6,936
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From: Austin
Originally posted by MarkS2K
That really sucks about the poor service. Definitely try to find a better dealer.
By the way, getting 15,000 on your rears is a LOT of miles for the S-02's. I'd say that you didn't frive aggressively at all if you got that kind of mileage out of the tires.
That really sucks about the poor service. Definitely try to find a better dealer.
By the way, getting 15,000 on your rears is a LOT of miles for the S-02's. I'd say that you didn't frive aggressively at all if you got that kind of mileage out of the tires.
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Joined: Oct 2000
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From: Pflugerville, Texas
I feel your pain. I just got my car out of the shop after a stay of nearly three months for TSB55 and a differential rebuild. The problems you are facing are bad enough without poor customer service heaped on top.
As for the window, they will get creased without careful folding when the top is lowered (not in the manual / bad design). Hot weather will often remove the crease but I would worry about hot water. Another dealer may be willing to replace it for you. Afterwards treat it gently and use a Muz mat and/or cotton towels to protect it every time. Plexus spray cleaner will be another good investment to avoid hard core polishing later.
Your tires (OEM S-02) are pretty worthless in the rain soon after 8000 miles although plenty of tread remains. At 15K you are looking for an accident, time to replace now. Most are lucky to stretch them out to 12K.
TSB 55 is hit and miss. Many have had the service twice and the gears still grind. My tranny would grind at any RPM so the high revs argument doesn't hold much water. Eventually the ground metal destroyed other parts of my tranny and it had to be replaced.
Find another dealer and also enlist the aid of the DSM if possible. Don't waste any further time with those who have inadequate knowledge of your car. Trust me it can get worse.
As for the window, they will get creased without careful folding when the top is lowered (not in the manual / bad design). Hot weather will often remove the crease but I would worry about hot water. Another dealer may be willing to replace it for you. Afterwards treat it gently and use a Muz mat and/or cotton towels to protect it every time. Plexus spray cleaner will be another good investment to avoid hard core polishing later.
Your tires (OEM S-02) are pretty worthless in the rain soon after 8000 miles although plenty of tread remains. At 15K you are looking for an accident, time to replace now. Most are lucky to stretch them out to 12K.
TSB 55 is hit and miss. Many have had the service twice and the gears still grind. My tranny would grind at any RPM so the high revs argument doesn't hold much water. Eventually the ground metal destroyed other parts of my tranny and it had to be replaced.
Find another dealer and also enlist the aid of the DSM if possible. Don't waste any further time with those who have inadequate knowledge of your car. Trust me it can get worse.
Registered User
Joined: Jun 2001
Posts: 43
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From: Concord
I hate to stereotype, but I'm going to have to a bit to illustrate a point.
One must consider that the majority of the people working in call centers are low-wage individuals who may not have the breadth of knowledge to think through problems as much as we would like. When you couple this with the fact that EVERYONE has bad days (And some never seem to have good days!), it isn't surprising that you had this experience.
The person with whom you spoke was Honda's first-line of contact. Your success (for that call) depended on that person. It sounds like he/she let you down.
My suggestion for anyone in this situation, with any customer service team:
1. Be polite from the get-go, no matter how frustrated you are. If you're angry, cool down and call back. These people take 100s of calls a day, and they can tell who's going to be a problem. They adapt their responses accordingly.
2. If it is clear that you're not going to get anywhere with this individual, thank him/her and call back. You'll get another representative who may be a bit easier to work with. There's no guarantee, but the odds are that you will find someone better. If all of the CS representatives were lousy, the company would have a lousy reputation for customer service. I know Honda doesn't fit into that bucket.
3. If you still don't get results, ask to speak with the next level of support. You need only explain that you feel that the next level might have tools that aren't available to the person with whom your speaking.
4. If that fails, start to escalate through your purchase point. They generally have different contacts for resolving issues, and are often given priority.
Having implemented three call centers, and supported many call center/telemarketing groups, I can tell you that your experience is not uncommon. It doesn't mean it's right, but it doesn't mean it's hopeless either.
Cheers!
One must consider that the majority of the people working in call centers are low-wage individuals who may not have the breadth of knowledge to think through problems as much as we would like. When you couple this with the fact that EVERYONE has bad days (And some never seem to have good days!), it isn't surprising that you had this experience.
The person with whom you spoke was Honda's first-line of contact. Your success (for that call) depended on that person. It sounds like he/she let you down.
My suggestion for anyone in this situation, with any customer service team:
1. Be polite from the get-go, no matter how frustrated you are. If you're angry, cool down and call back. These people take 100s of calls a day, and they can tell who's going to be a problem. They adapt their responses accordingly.
2. If it is clear that you're not going to get anywhere with this individual, thank him/her and call back. You'll get another representative who may be a bit easier to work with. There's no guarantee, but the odds are that you will find someone better. If all of the CS representatives were lousy, the company would have a lousy reputation for customer service. I know Honda doesn't fit into that bucket.
3. If you still don't get results, ask to speak with the next level of support. You need only explain that you feel that the next level might have tools that aren't available to the person with whom your speaking.
4. If that fails, start to escalate through your purchase point. They generally have different contacts for resolving issues, and are often given priority.
Having implemented three call centers, and supported many call center/telemarketing groups, I can tell you that your experience is not uncommon. It doesn't mean it's right, but it doesn't mean it's hopeless either.
Cheers!