Hi Guys, I have a Jazz EX hybrid, 2021 reg, bought it from Holdcroft Honda about 6 months ago with 5600 on the clock,about a month ago I was cleaning the inside and noticed a series of rips/ delaminating of the drivers seat edge exactly as in the previous photos!, I’m not heavy, I’m 66 yrs of age so don’t rag it,don’t own a cat, We worked it out ,we’ve owned approximately 18/20 vehicles in that time and never ever owned one with such a badly damaged seat!! Took it back to Holdcroft who took photos and made a report and sent it Honda Warranty dept, after a few weeks they rung me today to say they think it’s wear and tear!! Really,get a grip, if this isn’t acknowledged and repaired/ replaced under warranty I’ll lose thousands when I come to change the car, never owned a Honda before and I can see this being the last, if this is how they treat customers who only 6 x months ago gave them £21000
There is lots of evidence on line ,internationally ,that this is a problem, and that Honda is rectifying it under warranty. Or they are in some countries. This thread has become a bit bloated with other issues, so I am not sure anyone has yet made a successful warranty claim in the UK. But the fact remains ,if Honda have accepted liability in one country how can they
with honour claim its fair wear and tear in another?.
I suspect the problem is that Honda Uk (and several other car manufacturers) use an Independent warranty provider company to administer,and filter out, claims. They certainly do for the 5 year servicing/recovery deal, and this company write letters, send E mails etc using the Honda Logo, so its easy to assume the decision is made by Honda. To be fair I dont know to what extent this happens within the first 3 years , whether claims are routinely passed to Honda themselves for a decision, and they might be under instructions from Honda to reject all seat cracking complaints.
These companies are in effect Insurance companies.. Honda saves the cost of employing their own staff, and the company bears some of the risks ,such as providing vehicle recovery etc. Their customer is Honda,not the individual claimants. So by rejecting claims they make more money, and keep Honda Happy. And its not their reputation that is damaged by rejecting reasonable claims if they can get away with it , its Hondas.
But you do wonder at the competence of Hondas management to seek short term cash savings in a way that trashes their own reputation as a car maker. All car makers make mistakes. Its their willingness to rectify them that is the key to their survival as a company.
I wouldnt accept this decision as final. I'd point out Honda have accepted liability elsewhere , and try to establish at what level the decision was made. Complaints departments tend to get in a culture of the complainant being the enemy, and a reluctance to 'pass the buck' upstairs. A more senior management may be horrified at the decisions being made that he or she has failed to properly supervise, and might be grateful for the opportunity to 'cover their back' by a more sensible resolution less likely to harm the continued contract with Honda, or Hondas own reputation.
If this fails try and inform a Senior Honda executive directly. Cut out the middle' men'. Senior executive like to find out what they have been missing.
Also ,as a last resort ,there may be protection under consumer law , for goods not fit for purpose. Companies certainly dont like receiving court papers or being sued,or having to employ lawyers. . Citizens advice bureau or Local Trading standards may be able to advise.
Try and keep any communication polite ,but determined, dont go in with 'all guns blazing,' or make threats you cant, or wont keep, or may appear to be blackmail.