I’m writing to let you know about pathetic Customer Service given by Sternling Honda in Chinhwad, Pune. Honda is a reliable brand and your products certainly have quality, and I am a repeat customer of yours, I’ve recently bought my second Honda bike i.e. CB Shine.
I would like to share my experience in dealing with Sterling Honda, your dealer in Chinchwad, Pune. I had made a full payment on 12th Nov 2012 and I received a text message on 17th Nov that my bike was ready of delivery. So I reached the Showroom that afternoon and the Sales Person named Ashish told me to have a seat, he gave me the pouch with the Manual, bills etc and asked me to have a look while he checks on the bike. I found out there was a mismatch in the payment made and the invoice generated. The Sales person directed me to the accounts section, and to my surprise the accounts person without even looking at the documents arrogantly said that there can’t be a mismatch, the additional cost should be for accessories, and those documents should be with the invoice. He being an accounts man I gave him the benefit of doubt and tallied again but the figures still dint match. Ashish(the sales person) told me those are fitting charges that must’ve not been included so he said he’ll sort it out. Later they found out the invoices for extended warranty and fitting charges weren’t included.
Ashish(Sales person) after making me wait for 25 minutes tells me the bike is damaged and can be delivered only after a couple of days. When I asked what was the damage? he said the head light is damaged. Then I asked why was that SMS sent if bike wasn’t ready for delivery, he abruptly replied I never sent you a message. This a perfect example of a foolish Sales person! Later this guy crosses the line and said; Sir would you like if we fit a duplicate headlight? I said Noways! Then he says that’s why I need time and I will put a genuine part. By this time I was furious and I said how can you say you’ll put a duplicate headlight, I’m purchasing a brand new vehicle from the showroom. This stupid guy says sorry with a smirk on his face, for god’s sakes try and teach your sales people what the expression Sorry means. I asked for his supervisor, so Ashish goes and talks to the owner Mrs. Thanawala, and she told him to tell me that the delivery will be done after an hour same day.
I reached the Showroom at the given time and I was asked to sit, again the same documents were given and the invoice still had mismatch. Due to the demise of Bal Thackray they shut the showroom, all employees were let go. The Sales guy asked me to come back on next working day. After all this unacceptable customer service I got the delivery of my bike on 19th Nov.
My question to the Honda management is:
If you can make good products then why can’t you make the dealers give good customer service?
Why do the Sales people(representatives of the dealer/ Honda) have I give a damn attitude?
If the Sales service is so pathetic then how will the post sales service be?
Why is the dealership given to only one dealer? since there is no completion this dealers exploits customers.
Just because we love Honda and being brand loyal we ignore this misbehavior. But do we deserve this?