How Honda owners should be treated.......(long)
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From: Big Box suburb, IL
How Honda owners should be treated.......(long)
So early Wed. morning I took Brute (Broo-teh), the current name of my S2K, to the Motor Werks service department for a couple of warranty fixes. They included six items: the clutch buzz problem, the convertible top not lowering all the way down in the well, latch/stiker rattle, driver's side window relay, a clicking coming from driver's side rear occasionally on right hand turns, and occasional 2nd gear grind (not driver error).
As I drove the car in to their garages, I was immediately met by one of the service managers (Ed Wong) and one of the shop foremen (Steve ?). As I got out of the car, the first thing I heard was, "Hello Mr. Patel." I was shocked, seeing that I've never met any of these two, or have even gone to the service department in my whole life. Also the thought came across that when I scheduled the appointment, over the phone, it was some young girl who made the appointment for me.
Their classy and respectful treatment was straight forward from the get-go...something that I've forgotten that Honda servicemen CAN have....my previous service place (Schaumburg Honda), has been utterly HORRIBLE in their customer service!!!
They reviewed all my complaints and concerns, and then they actually listened to me going through them again, in detail. They tried to be familiar with most of them, I think they do keep up with previous customer's complaints. The one's they hadn't heard about before me, they tried taking in my explanation and then they hypothesized what the problem could have been related to and caused by. After that, Steve took the car for a drive with me in it, for about 1/2 hour to try to recreate all the issues.
We definitely got the latch rattle, the window relay, the non-complete top-down issue. He could not clearly hear the clutch rattle (although I was getting frustrated that he wouldn't let the clutch totally out to get the buzz)....my acute hearing picked it up though. He also could not re-create the driver side rear diff click, or the second gear grind, which happens to me very occasionally.
They went ahead took the car for service and gave me a loaner......a 2001 Black Honda Accord EX (nice running car, may even think about buying one in the future).
I went to work, by the time I got there, about 40 minutes later, I had a message from Ed Wong already waiting. He was thanked me for coming in and using there service department and if I had any concerns I was to contact him at any of the three phone numbers he rattled off or use the email that was on the business card he gave me. Around 12:45 PM I heard from him again (again on vmail). He gave me the progress (the state) my car was in. The top had been unbolted at certain points, the styker plate and latches had been removed, and the door panel had been taken apart. If I wanted to see the car this way, I was to call him to tell him to stop the work so that I could go into the service center after work. I opted not to call. Around 5:30pm, I heard from him again. The first three things had been taken care of, however, they did not replace the stryker plates because they did not think the looseness warranted the work. They did replace the latches which tightened everything up so nothing rattled. They also loosened the tension in the retraction cable and lowered the stopping points so that the top could be lowered into the well. Finally they replaced the window regulator and the motor, but not the relay.
He proceeded to ask me that because Steve couldn't recreate the clutch buzz, diff click, or the grind if it was ok for them to keep the car overnight so they can test for these things in the morning with a cold car again. I could keep the loaner overnight if I wanted to. I emphatically said yes. <---I'm loving the treatement so much....makes me feel like I'm at the Lexus dealer.
Today morning came and went, it was a very hectic day at work. By noon, Ed had called me telling me that they couldn't recreate any of the remaining issues. I was a little frustrated, but he retorted by asking me if I had the stock exhaust still at home. They'd be willing to remount the stock piece so that they could hear better, rather than trying to hear over the HKS exhaust I have now on another appointment date. I was shocked that they'd be willing to do that for me. Steve later called about an hour later aplogizing for something. He had an urge to check and replace the fluids in the tranny and diff to see if that would clear anything up. As he drained the tranny, he realized that the fluid I had in there was newer aftermarket stuff and not Honda OEM. He even pinpointed down to Redline oil. He went on telling me that they replaced it with Honda OEM oil and that they'd reimburse me for the 2 quarts and even flush the OEM oil out and refill with Redline (if I could bring it in). I laughed it off and told them not to worry about it.
Fast forward to 6:30 and I leave from work in the shiny new black Accord. I get to the dealership at 7 to pick up Brute. As I pull up, Ed sees me from his office. He comes out to greet me and forward me to the cashier to turn in the loaner, pick up my paperwork, and have the valet bring the car in from the garage. While waiting for the car, I decide to check out the delaership and see what Porsche has to offer. I really under-rated the Boxster S and the Carrera's beauty when I see them out and about. They were just awe inspiring. Anyway, fast forward 15 minutes of drooling, and Ed finds me in the showroom. I really think that he was trying to escort me away from the Porsches because I think the salespeople didn't like me salivating onto the shiny black and red finishes. He walks me down to my beauty in waiting and runs through the first three fixes and asks if I'd like to go for a test drive before I leave, just in case I can show him the three issues they couldn't uncover.
I denied seeing that I had to go out to dinner for my sister's 20th b-day today. Right when I drove off, I noticed two things. The tranny was much smoother, and the differ was "stiffer"....it didn't seem like it was grinding pepper (think sand in oil.......gritty is probably a better word). The decel buzz was all but gone. I got a very faint buzz when deceling in gear once the engine speed got down to 3500 revs and slower.
I think that I will re-install the stock exhaust to be able to better hear the buzz, take the car back for the TSB, and hopefully be happy with there service experience again. They simply were awesome!!!!
If you are in Illinois, I think the only place you should take your Honda, Porsche, BMW, Infinity, or Benz to Motor Werks in Barrington. It's WELL-worth the drive.
I do have to thank Rich (RacerX) for pointing me in this direction....you were not wrong, although I did doubt you.
Urmil
Luder94
PS. For anyone with leterary prowess, I have recently dubbed my car Brute because the following is how I feel about the car, "......est tu, Brute?!"
PPS. Of all the test drives, only 11 miles were addd to the odo from when I last saw my baby.
As I drove the car in to their garages, I was immediately met by one of the service managers (Ed Wong) and one of the shop foremen (Steve ?). As I got out of the car, the first thing I heard was, "Hello Mr. Patel." I was shocked, seeing that I've never met any of these two, or have even gone to the service department in my whole life. Also the thought came across that when I scheduled the appointment, over the phone, it was some young girl who made the appointment for me.
Their classy and respectful treatment was straight forward from the get-go...something that I've forgotten that Honda servicemen CAN have....my previous service place (Schaumburg Honda), has been utterly HORRIBLE in their customer service!!!
They reviewed all my complaints and concerns, and then they actually listened to me going through them again, in detail. They tried to be familiar with most of them, I think they do keep up with previous customer's complaints. The one's they hadn't heard about before me, they tried taking in my explanation and then they hypothesized what the problem could have been related to and caused by. After that, Steve took the car for a drive with me in it, for about 1/2 hour to try to recreate all the issues.
We definitely got the latch rattle, the window relay, the non-complete top-down issue. He could not clearly hear the clutch rattle (although I was getting frustrated that he wouldn't let the clutch totally out to get the buzz)....my acute hearing picked it up though. He also could not re-create the driver side rear diff click, or the second gear grind, which happens to me very occasionally.
They went ahead took the car for service and gave me a loaner......a 2001 Black Honda Accord EX (nice running car, may even think about buying one in the future).
I went to work, by the time I got there, about 40 minutes later, I had a message from Ed Wong already waiting. He was thanked me for coming in and using there service department and if I had any concerns I was to contact him at any of the three phone numbers he rattled off or use the email that was on the business card he gave me. Around 12:45 PM I heard from him again (again on vmail). He gave me the progress (the state) my car was in. The top had been unbolted at certain points, the styker plate and latches had been removed, and the door panel had been taken apart. If I wanted to see the car this way, I was to call him to tell him to stop the work so that I could go into the service center after work. I opted not to call. Around 5:30pm, I heard from him again. The first three things had been taken care of, however, they did not replace the stryker plates because they did not think the looseness warranted the work. They did replace the latches which tightened everything up so nothing rattled. They also loosened the tension in the retraction cable and lowered the stopping points so that the top could be lowered into the well. Finally they replaced the window regulator and the motor, but not the relay.
He proceeded to ask me that because Steve couldn't recreate the clutch buzz, diff click, or the grind if it was ok for them to keep the car overnight so they can test for these things in the morning with a cold car again. I could keep the loaner overnight if I wanted to. I emphatically said yes. <---I'm loving the treatement so much....makes me feel like I'm at the Lexus dealer.
Today morning came and went, it was a very hectic day at work. By noon, Ed had called me telling me that they couldn't recreate any of the remaining issues. I was a little frustrated, but he retorted by asking me if I had the stock exhaust still at home. They'd be willing to remount the stock piece so that they could hear better, rather than trying to hear over the HKS exhaust I have now on another appointment date. I was shocked that they'd be willing to do that for me. Steve later called about an hour later aplogizing for something. He had an urge to check and replace the fluids in the tranny and diff to see if that would clear anything up. As he drained the tranny, he realized that the fluid I had in there was newer aftermarket stuff and not Honda OEM. He even pinpointed down to Redline oil. He went on telling me that they replaced it with Honda OEM oil and that they'd reimburse me for the 2 quarts and even flush the OEM oil out and refill with Redline (if I could bring it in). I laughed it off and told them not to worry about it.
Fast forward to 6:30 and I leave from work in the shiny new black Accord. I get to the dealership at 7 to pick up Brute. As I pull up, Ed sees me from his office. He comes out to greet me and forward me to the cashier to turn in the loaner, pick up my paperwork, and have the valet bring the car in from the garage. While waiting for the car, I decide to check out the delaership and see what Porsche has to offer. I really under-rated the Boxster S and the Carrera's beauty when I see them out and about. They were just awe inspiring. Anyway, fast forward 15 minutes of drooling, and Ed finds me in the showroom. I really think that he was trying to escort me away from the Porsches because I think the salespeople didn't like me salivating onto the shiny black and red finishes. He walks me down to my beauty in waiting and runs through the first three fixes and asks if I'd like to go for a test drive before I leave, just in case I can show him the three issues they couldn't uncover.
I denied seeing that I had to go out to dinner for my sister's 20th b-day today. Right when I drove off, I noticed two things. The tranny was much smoother, and the differ was "stiffer"....it didn't seem like it was grinding pepper (think sand in oil.......gritty is probably a better word). The decel buzz was all but gone. I got a very faint buzz when deceling in gear once the engine speed got down to 3500 revs and slower.
I think that I will re-install the stock exhaust to be able to better hear the buzz, take the car back for the TSB, and hopefully be happy with there service experience again. They simply were awesome!!!!
If you are in Illinois, I think the only place you should take your Honda, Porsche, BMW, Infinity, or Benz to Motor Werks in Barrington. It's WELL-worth the drive.
I do have to thank Rich (RacerX) for pointing me in this direction....you were not wrong, although I did doubt you.
Urmil
Luder94
PS. For anyone with leterary prowess, I have recently dubbed my car Brute because the following is how I feel about the car, "......est tu, Brute?!"
PPS. Of all the test drives, only 11 miles were addd to the odo from when I last saw my baby.
Joined: Jan 2001
Posts: 45,846
Likes: 8,347
From: Mish-she-gan
Usually that kind of treatment comes with a high price tag... but not always. But, it's nice.
I have to smile cause I just received a card from the Acura dealer offering free tickets & some goodies at the Detroit Auto Show. It's been over 'ten' years since I've owned an Acura. What do you think the Honda dealership will send me?
I have to smile cause I just received a card from the Acura dealer offering free tickets & some goodies at the Detroit Auto Show. It's been over 'ten' years since I've owned an Acura. What do you think the Honda dealership will send me?
Registered User
Joined: Jul 2001
Posts: 291
Likes: 0
From: Dallas
I'll add my experience today with David McDavid Acura, since it's also glowingly positive...
Per appointment, I took my S2k in this morning for 15k service. As always, I was greeted by name, though the staff there knows me after having brought four cars to them so far. There was brief confusion about what to charge me, but the shop foreman decided the closest match was an ITR, so that's how they booked it. I had specifically asked for the shop's NSX/Type-R/S2000 mechanic, and it was confirmed he'd be the only one touching my baby.
Since I was paranoid after reading threads here recently about loose plugs and valves out of adjustment, I asked my service advisor about both issues. She and the mechanic were both unaware of widespread problems, but she called other dealers around town to make sure they wouldn't miss anything. No other dealers reported hearing about the issues or any changes to the usual service to spot them. While I wasn't willing to pay the quoted $210 for a valve adjustment, they would make a point of checking the plugs. While I was arranging for my free loaner car (an Integra), she also printed up the complete service history on my car, which included the TSB the previous owner had done, just in case I wanted it. Nice touch.
The service, as always, was completed quickly (no plugs loose) and I got a call to come pick up the car at my convenience. I printed out the plug and valve threads and headed back over. When I got there, the shop foreman and my service advisor were both extremely interested in reading through the threads, especially all the individual reports of problems from owners. They devoured over 40 pages while I paid!
Here's the wild part: They promised to follow up with Honda about the issues, since they were painfully aware the Honda mega-dealer in town had no interest in customer service or product quality. They
also made notes in the shop's service manuals about checking plugs and watching for S2000 valve adjustment problems, and said they'd call the other dealers in town to see they did the same. Also, my service advisor asked how to register at s2ki.com so she could find out about these things herself, and asked about similar sites for other Honda models.
And to top it off, I paid only $213, which less than the Honda mega-dealer here charges for the same "service"!
TXR
Per appointment, I took my S2k in this morning for 15k service. As always, I was greeted by name, though the staff there knows me after having brought four cars to them so far. There was brief confusion about what to charge me, but the shop foreman decided the closest match was an ITR, so that's how they booked it. I had specifically asked for the shop's NSX/Type-R/S2000 mechanic, and it was confirmed he'd be the only one touching my baby.
Since I was paranoid after reading threads here recently about loose plugs and valves out of adjustment, I asked my service advisor about both issues. She and the mechanic were both unaware of widespread problems, but she called other dealers around town to make sure they wouldn't miss anything. No other dealers reported hearing about the issues or any changes to the usual service to spot them. While I wasn't willing to pay the quoted $210 for a valve adjustment, they would make a point of checking the plugs. While I was arranging for my free loaner car (an Integra), she also printed up the complete service history on my car, which included the TSB the previous owner had done, just in case I wanted it. Nice touch.
The service, as always, was completed quickly (no plugs loose) and I got a call to come pick up the car at my convenience. I printed out the plug and valve threads and headed back over. When I got there, the shop foreman and my service advisor were both extremely interested in reading through the threads, especially all the individual reports of problems from owners. They devoured over 40 pages while I paid!
Here's the wild part: They promised to follow up with Honda about the issues, since they were painfully aware the Honda mega-dealer in town had no interest in customer service or product quality. They
also made notes in the shop's service manuals about checking plugs and watching for S2000 valve adjustment problems, and said they'd call the other dealers in town to see they did the same. Also, my service advisor asked how to register at s2ki.com so she could find out about these things herself, and asked about similar sites for other Honda models.
And to top it off, I paid only $213, which less than the Honda mega-dealer here charges for the same "service"!
TXR
I want to go to someone other than a Honda dealer too!
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Joined: Mar 2001
Posts: 1,117
Likes: 1
From: Irvine
Yeah they do! well it's close to that level...Weseloh Honda, best people to take your car to for service! They've helped and given me and many others a very high level of service, definitely above and beyond the norm.