Authorised Honda service: Terrible experience with my Shine

The bike has crossed 1 lakh km on the odometer.

BHPian technicalytuned recently shared this with other enthusiasts.

Today I faced one of the worst service experiences of all time. I’m an Automobile engineer with 4+ years of experience in car sales and service, so I’m technically sound enough to understand the issues and I get my bike serviced at the Authorized Service centre since my dad prefers it. The bike in the picture is a 2012 manufactured honda shine which has done more than 1 lac km (has also done an all India tour of 12 Jyotirlinga and 4 Dham in 2019). For the first 5 years, it was serviced at Venetian Honda Service centre and after the warranty, all the major work other than some oil changes was done at the service centre.

I had taken my bike to Venetian Honda Kandivali west for an oil change, air filter change and a small leakage of lifter tensioner cover at 9:30 am.

Met a service advisor who didn't even know how to talk and spoke as if I had come to borrow some money from him. I straightforwardly told him that I only need the oil change, air filter change and the lifter tensioner oil leakage to be sorted out. He tried to add some unnecessary stuff like AMC and also said that you will have to change the spark plug along with the air filter and told me that I will have to take general service as well. He also told me that there is some tappet and cylinder noise also and when I told him that the piston, cylinder block and valves were replaced 2 months back at your service centre, he was mum for a minute and regrated opening his mouth.

A new technician took the vehicle (I know it since I have been visiting them for the past 9+ years). He opened the lifter tensioner and fitted it back after applying some sealant since the gasket was not available and later was given in writing that the gasket is out of stock. They should have checked that before opening it. While the vehicle was being serviced I saw that he had removed the carburettor as well. When I asked him why the carburettor was open to which he replied that the carburettor air pipe was stuck and hence needed some cleaning. I told him that I haven't mentioned cleaning the carburettor since the bike was working well and there was no complaint regarding it. To which he was dumbstruck. When I told him to call his manager, one of the mechanics jumped in and told me that he had removed the carburettor to check the other bike. I was kind of shocked.

I tried to talk to their manager but he was not available and was told that he will come in some time. Waited for some time but there was no sign of him. Tried to get his number but was denied. Asked the receptionist to which she mentioned that it's on the board. Tried to call on that number but it was from someone else.

While changing the oil I asked them to change the washer of the oil drain plug, the technician told me that the washer is out of stock. Another technician jumped in and said that he has a washer and brought a somewhat used washer. A simple thing like a washer is not available which is the least basic of a service centre shows the attitude and their seriousness towards their work.

Asked the floor manager to give me in writing by mail that they had opened the carburettor without any permission or work and the technician also accepted that he had opened it to check the other bike. The floor manager didn't even have the courtesy to accept the mistake on their part and initially tried to rubbish my claim saying that the carburettor was opened for just servicing and they do it with every bike and initially told me they don’t have any email id and later on told that they don’t have any permission to send a mail.

I called honda 2 wheeler customer care and narrated to them my ordeal to which they registered my complaint and the service centre got into action. In the meantime, my dad also called them and they tried to convince him on-call rather than talking to me in person. They got ready to give it to me in writing on a paper but it didn’t make any sense since there was no one senior to address it.

I was waiting for their reply and in the meantime saw 1 technician (who was trying to cover the bike) and a service advisor changing the left side mirror with an old mirror; most probably removed from some other bike at the service centre. When I went near them they told me that the mirror was damaged while shifting the bike and when I told them that I was present while the bike was being parked they all promptly and silently left the place.

They are not at all competent to do big tasks like engine work and it's better to get it done at an FNG since an FNG has better experience and will do it in front of you. Last year in October 2021, I had got the cylinder block, piston and valves replaced since the bike was consuming some engine oil. Just after a weeks’ time, the oil leakage started from the sides. I complain to them twice but since there were fewer technicians they told me to come back some other day. One time they changed the headcover rubber but then too the problem persisted and they charged me for the part as well as the labour. And the second time they changed the gaskets and charged me again for the part as well as labour but I denied paying for the labour since they were not able to get it sorted in the first complaint.

Honda-2-wheeler also does not seem to be concerned about customer experience since I tried escalating it but no one called me from their side and they are expecting that the dealer will reply and do the needful.

I don't recommend leaving your bike/car at the workshop since they will make it useless before its warranty gets over. You can take an example of my bike which has done more than a lac km with 3-meter changes (the Honda Shine meter lasts for just 45-50k km) and to date, it runs like a new one. Each and every switch and bulb is in working condition and it even gets polished every year.

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