[rishabh.asthana]

Hello everyone, wanted to share my harrowing experience with Honda Motorcycles.

I have been always a big fan of Honda motorcycles and had been a loyal customer to them for the past 5 years with my first bike being Honda CBR650F and later from 2019 Honda CBR650R.

The local dealership here in Lucknow (Envision Honda) has always been exceptional and very customer friendly and i never had any problems with them regarding any issues related to my bikes.

Last month my bike was due for its regular service and as usual i called up the dealership to make an appointment. But this time they said there are some issues and they will inform me regarding when they will be able to give me an appointment for servicing my motorcycle.

I waited for couple of weeks and now they inform me that Honda has barred them from serving any motorcycle above 500cc and as such they wont be able to provide any service to me. According to them the only option available to me is to ship my bike either to Indore or Gurugram service centers to get the bike serviced.

I have contacted Honda local manager (Himanshu) and he kept repeating the same that for any servicing or insurance claim i have to ship the bike on my own expense to the above mentioned service centers. The local dealer also can not order any parts for my bike as he has been barred.

This leaves me in a quagmire as i had bought my bike from the local dealership and it is registered here in Lucknow. So why would i send it to some other dealership, whom i don't know, for servicing and then secondly, why should i pay for the transport of the bike to the outstation dealerships.

Can any of you members suggest some solution to my problem.

[shancz]

Contact Honda 2 wheelers and Big Wing HQ mentioning your case and ask them what is the customer's fault in this and what do they recommend. Let's see what their response is.

If its the same as what the local manager mentioned its shameful but I think they should've better sense.

We might have to suggest a Big Wing service hit/miss in their already expensive motorcyles.

Good Luck and update when you get a response.

[rishabh.asthana]

Originally Posted by shancz

Contact Honda 2 wheelers and Big Wing HQ mentioning your case and ask them what is the customer's fault in this and what do they recommend. Let's see what their response is.
========
Good Luck and update when you get a response.

I have made post on the fb page and had sent e-mails to them but till now no response from their side. Hope they listen to their customers and resolve this issue.

[neil.jericho]

rishabh.asthana, it looks as though your Honda dealer hasnt become part of Honda's Big Wing network and hence they cannot service big bikes. Honda has picked only select dealerships nation wide to become part of their Big Wing network. So there isnt really anything arbitrary about the company's decision making. The news of this showroom strategy was announced months ago and it was common knowledge in motorbiking circles for a very long time. We have a few threads on the forum discussing the same.

A simple check on Honda's website, shows that there is a Big Wing dealer in Lucknow. Try contacting them and see what they say.

Honda BigWing Lucknow West
PLOT NO. 2B & 3, INDIRA COMPLEX, OPP. BHARAT PETROL PUMP, TEHRIPULIA SHANKARPUR RING ROAD 226005
AMAN MATHUR
7607006775
sales@bigwinglucknow.in

If there is no appointed dealer in Lucknow to service big bikes, then group up with other Honda owners in your city and talk to the nearest Big Wing Honda dealership. They will happily send down their technicians to your city to do a group service of all the bikes over a couple of days. That is how owners of different brands get their bikes serviced. For example, here in Kerala, all the big bike dealerships are in Cochin. So Triumph and Kawasaki owners, for example, wait for official service camps to be conducted in their cities every 6 months and get their bikes serviced at that time. Its a very common practice in the superbike world.

[CrAzY dRiVeR]

This is a nationwide restructuring process in-line with Honda's 3-tier dealership strategy. Doubt any escalations will work in this particular case.

With a 650R and in warranty period - Gurugram might be the only option, other than the possibility of service camps as Neil rightly mentioned above.

Originally Posted by neil.jericho

rishabh.asthana, it looks as though your Honda dealer hasnt become part of Honda's Big Wing network and hence they cannot service big bikes. Honda has picked only select dealerships nation wide to become part of their Big Wing network.

A simple check on Honda's website, shows that there is a Big Wing dealer in Lucknow. Try contacting them and see what they say.

Neil, I'm sure you are well aware of this (since I first heard it from your post ), but the post sounds different above. So adding in the clarification.

Since OP has mentioned bikes up to 500cc, the Lucknow dealership is a BigWing alright. It is just not BigWing Topline capable of servicing a 650cc, but the entry level Bigwing which can service the entry level premium range like the CB350 Highness and CB500X.

Honda has ~88 Bigwing dealerships in India now and less than 8 Bigwing Topline dealers, so the 650cc and above bikes bought from other cities would need to use these 7-8 cities for their service requirements.

[karanddd]

What Honda wants you to do is sell your CBR and buy a H'ness. Dumb stuff like this suggests that Honda is only interested in selling its RE clone, nothing else. What is this Bigwing stuff anyway, just corporate BS. You have a dealer in a city that services bikes people own in that city, but oh that's too simple, let me make arbitrary restrictions about who can service what bike of what engine capacity where. I'm sorry this is of no help, I can't but find Honda's treatment of its customers in non-metro cities kind of callous and disappointing.

[rishabh.asthana]

@neil.jericho yes there a bigwing here in Lucknow which is owned and operated by the dealer from whom i bought the bike from but as @CrAzY dRiVeR mentioned they are barred from servicing anything above 500cc.

As mentioned, the dealership has been servicing my bikes for the last 5 years and their technicians are trained by Honda itself and I have till now not faced any issues. Also till now according to my knowledge there has not been any camps organized or planned for servicing above 500cc bikes by Honda and only option left with us is to send them to Indore/Gurugram for servicing at our own cost which I am very uncomfortable with.

My main gripe with Honda is why sell your bikes when you cant service them? If making a new policy, atleast allow old customers to continue using the old facilities. In the end, I can service my bike myself but they have even barred the local dealer from ordering any spares leaving us in a lurch.

[Axe77]

Crazy Driver and Neil have laid it out right, including the 3 tier model. This transitionary phase is indeed unfortunate, specially for people who have bought their bikes from a local dealer assuming they will get “local” service - the OP may well have chosen another brand had he known he will not get such local service.

Sadly this is a significant restructuring and I doubt anything will come of your escalation. I would focus using the above grounds to get some goodwill local support through traveling technicians where you are not charged for their travel. The nearest dealership should be able to provide some such support I guess. I know Triumph has covered cities like Raipur for instance where owners group together and the nearest dealership organises local service camps for them.

Its still a pain factor though and I feel your indignation. Just the other day something in my service was not done perfectly which i discovered a few weeks later. Triumph just did a pick up / drop complimentary and sorted it out in a day. You can’t rule out such needs with any bike and not having local support is never perfect - specially for an in warranty bike where you don’t want to go to an FNG.

[neil.jericho]

Originally Posted by rishabh.asthana

@neil.jericho yes there a bigwing here in Lucknow which is owned and operated by the dealer from whom i bought the bike from but as @CrAzY dRiVeR mentioned they are barred from servicing anything above 500cc.

As mentioned, the dealership has been servicing my bikes for the last 5 years and their technicians are trained by Honda itself and I have till now not faced any issues. Also till now according to my knowledge there has not been any camps organized or planned for servicing above 500cc bikes by Honda and only option left with us is to send them to Indore/Gurugram for servicing at our own cost which I am very uncomfortable with.

My main gripe with Honda is why sell your bikes when you cant service them? If making a new policy, atleast allow old customers to continue using the old facilities. In the end, I can service my bike myself but they have even barred the local dealer from ordering any spares leaving us in a lurch.

rishabh.asthana, I was wondering if Envision Honda got rebranded to Honda BigWing Lucknow West. Your post confirms the same.

I am a little surprised that you were not informed by the dealer or other riders about the multi-tier operating model that has been in place across India for quite some time now. It was all over the news and was widely discussed in the motorcycling community.

Anyways, restructuring happens across brands and even with the national leader, Maruti, we have seen them move from their traditional and uber successful operating model to a structured Nexa + regular showroom operating model. These are changes that can happen in any company. I dont think that escalating this further is going to have any impact on the ground realities. It is what it is.

Your best course of action is to talk to other Honda riders and your local Envision dealer to see if Envision will allow the trained technicians from Gurgaon / Indore to come to Lucknow and work on your bikes in their premises for a group service. Talk to the dealer in Gurgaon / Indore and see if this can be a no cost affair or if you only have to pay for transport and stay etc. These things can be easily sorted out and the final result will be a win win for all concerned parties involved. You need not pay to send your bike to another city.

As the others have rightly mentioned, for now focus on goodwill and see how you can get things to fall into place.

Originally Posted by CrAzY dRiVeR

Neil, I'm sure you are well aware of this (since I first heard it from your post ), but the post sounds different above. So adding in the clarification.

Yes, I just simplified it for rishabh.asthana since his initial post indicates that he is not aware of the current operational setup in Honda.

Mods - request that the title of the thread is corrected as the current one is both highly ambiguous and unintentionally misleading. The actual thread is about the impact of Honda's multi tiered Big Wing operating model impacting existing owners. There was no arbitrary halting of after sales support for big bikes, which is what the current title wrongly states.

[shancz]

In this case, since the OP has completed 5 years and assuming warranty isn't applicable, regular service can be attempted as a DIY?
Another option is to personally contact the technicians who used to service it and get it serviced at home.
Stuff like filters/washers/bolts can either be sourced in bulk by visiting the closest big wing or find an alternate which works. Matching fluids should be available online.
One the USPs of Honda is easy maintenance so this might alleviate the suffering to an extent.

Personally I suggest to give the DIY a honest shot.

Reading the posts gives me a feeling that big/super bikes manufacturers are doing us a favor by selling us the bikes and we should put up with whatever costs and inconvenience their internal operations impose on us!
I understand that we don't really have an option but as a customer this is unacceptable.
Just seems unfair to first sell a bike then not service it at a location with no reasonable alternatives given.

This maybe my lack of a big/super bike ownership or narrow mindedness but this isn't done.

[anjan_c2007]

A sad turn for your otherwise happy ownership record with the CBR 650 F. Honda should communicate about their restructuring plans or whatever with due transparency to all 500 cc plus bike owners so that their customers are not left in the lurch. Such high handed acts defy all logic and agonise customers. Premium bike customers being kept in limbo sounds too bad and besmirches the company's/bike makers reputation. What if some other such bike owner finds major faults that require immediate attention of a local ASC?

And going by the Honda logic a 499 cc bike is fit to get its TLC at Envision Honda, whereas a 501cc bike could be shooed away.

The facts depict turbulence in the Honda's Wings.

[CrAzY dRiVeR]

Originally Posted by neil.jericho

The actual thread is about the impact of Honda's multi tiered Big Wing operating model impacting existing owners.

I agree with this. The impact on existing customers is going to be a more widespread topic IMHO -

Reasons -

1. In the case of Rishabh, the company decision does come across as arbitrary IMHO. (Cambridge - "using unlimited personal power without considering other people's rights or wishes). From being a regular customer with the local dealership for the past several years, to being asked to travel 500+ kms for service. I do agree with the concerns.

2. Also taking a general view on this - Honda has drastically reduced the network coverage for their superbikes.

You now have to visit any of the below cities to service a 650cc+ Honda.

• Gurugram
• Bangalore.
• Kochi
• Indore
• Mumbai
• Chennai
• Hyderabad

Point to note IMHO - This isn't a transitional period - Honda press release states that Bigwing Topline will be reserved for major metro cities only, whereas the BigWing Network (350cc, 500cc) will be made available in all Tier 1 and II cities.

In effect - Honda has arbitrarily withdrawn its service network advantage for big bikes.

Everywhere else customers will need to think of alternatives now. Other dealerships, districts and also several states will not be having access to service the 650+cc Honda bikes soon. I am guessing we will see many more complaints from BHPians sooner than later.

3. Whether a customer is informed of this decision or not (via media or WhatsApp groups) is not relevant IMHO - it is not customer friendly and the costumer has no voice to appeal or look for alternatives. Honda also has a 5-year warranty IIRC - so customers need to keep up with this for longer.

4. Competition has been held to the same standards. Kawasaki's post Bajaj period, Triumph's cheating dealers, BMW's expensive service bills, etc.

5. I have lost the number of threads where Honda's pricing was explained with service network and service cost advantages. Products like the CB650R against Z900 or Street Triple, for example. Have seen statements like - This Honda is overpriced by a lakh or two, but still worth it for the service experience over the competition.

Now that the advantage is removed by Honda and affects those very existing customers - only fair to expect Honda to go the extra mile and provide an alternative for existing customers like Rishabh. If they do, (and hopefully the thread helps) win-win for all and Honda surely would continue to deserve the high praise and premium prices they receive for good service.

[Axe77]

Originally Posted by Axe77

This transitionary phase ….

Originally Posted by CrAzY dRiVeR

2. Also taking a general view on this - Honda has drastically reduced the network coverage for their superbikes.

Point to note IMHO - This isn't a transitional period

You are right. I actually meant “this transition” only, not phase. Mis-wrote.

They have indeed effectively reduced their service footprint for big bikes with this three tiered service. Together with the very limited numbers they ship to India, this is just another aspect that goes to show its lukewarm commitment to the Indian market in the big bike space.

[abhi_tjet]

Bad decision by Honda. They should allow at least older bikes to be serviced by their erstwhile dealers. Accordingly, in Maharashtra, people who bought bigger Hondas in Aurangabad/Ahmednagar will now need to bring their bikes to Mumbai to get it serviced(or wait for a service camp). Other option will be to go with neighbourhood garages.

A very unfortunate move by Honda, at least for existing owners.

OT -
This is quite similar(in a way) to what happened to FIAT owners in far flung areas. FIAT owners who bought vehicle from TATA dealers(They were sold by TATA dealerships from 2007-2012) in smaller areas were left in lurch when FIAT decided to go solo. FIAT obviously never opened dealership in Tier-3 cities. They tied up with some garages for service but that's that.

[shancz]

Originally Posted by CrAzY dRiVeR

In effect - Honda has arbitrarily withdrawn its service network advantage for big bikes.

Seems like they'll be selling only sub 500cc as manufactured/CKD. 500cc and above will be CBU and similarly priced.

Quite an interesting list of "major metros" which skips Chennai, Pune and Kolkata meaning there's nothing in the east! But of course they know where they are making profits.

End of the day they're a company entitled to offering their products wherever they feel like so that indirectly solves a part of the confusion when the next big bike recommendation comes up

Although very less likely but the concern is what if they do the same with BigWing later on ?