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Honda Jazz, HR-V & Hybrid Forums => Honda Jazz Mk4 2020 - => Topic started by: dfconnolly on November 21, 2021, 10:06:15 AM

Title: Honda UK and Customer Service
Post by: dfconnolly on November 21, 2021, 10:06:15 AM
I currently have an issue with the infotainment system on 2021 Jazz EX which my dealer North Wales Honda is currently investigating in conjunction with Honda UK Technical guys.

I’ve been scanning forums and reviews to see if anybody else has a similar problem and came across Trust Pilot reviews which are frank but disconcertingly worrying.

Seems that Honda Customer service is now based in Budapest!!!

I must say that the dealer is brilliant in trying to resolve my infotainment connectivity issues but the response so far from Honda Technical is inconclusive and sluggish.

https://uk.trustpilot.com/review/www.honda.co.uk

Feedback and discussion appreciated….
Title: Re: Honda UK and Customer Service
Post by: olduser1 on November 21, 2021, 10:10:30 AM
Put your concerns in writing take copy hand it to the service manager. I'm sure they will want to help you.
Title: Re: Honda UK and Customer Service
Post by: dfconnolly on November 21, 2021, 10:18:40 AM
Thanks for that, incidentally I had a 2011 hybrid which I just traded in at £5500 for our new Jazz…….never had any problems with it…..this new Jazz is a bit disappointing at the moment with the infotainment system issues.
I’ve prompted my dealer to give me a copy of the ongoing job sheet with this just in case there is a failure to resolve and I have to take some legal redress through small claims etc.
Title: Re: Honda UK and Customer Service
Post by: Kremmen on November 21, 2021, 11:38:32 AM
What is the issue ?

Someone here might have had similar and solved it.
Title: Re: Honda UK and Customer Service
Post by: Jayt43 on November 21, 2021, 12:13:28 PM
Seems that Honda Customer service is now based in Budapest!!!

Honda appear to be using Concentrix for their customer service calls, with employees being hired in Sofia, Bulgaria not Budapest, Hungary.
Title: Re: Honda UK and Customer Service
Post by: dfconnolly on November 21, 2021, 12:31:17 PM
Hi “Kremmen”

I have a permanent orange info light on the infotainment screen and keep getting a message saying “ Owners manual will be installed” but it never installs . Further issue with WiFi connectivity means I can’t set up the My Honda+ App or access any of its features, dealer says unit keeps dropping WiFi connection with them, also my home and BT hotspots. I’ve asked for a copy of the job sheet to get to the bottom of what all the issues are and what has been attempted to fix. See what this week brings….car due it’s 3rd visit to dealer soon.
Title: Re: Honda UK and Customer Service
Post by: Karoq on November 21, 2021, 04:32:31 PM
Since ordering my HR-V, I have been in contact with HUK(??) C/S on multiple occasions and they are cr@p.
With, as OP says, lots of eastern European sounding names.
OP send me PM and I will let you have Honda EU CEO's 'Rotweiller's' email.
I'm not prepared to publish it here, or the poor girl may be snowed under.
Title: Re: Honda UK and Customer Service
Post by: dfconnolly on November 21, 2021, 04:54:47 PM
Thanks
Title: Re: Honda UK and Customer Service
Post by: Rory on November 21, 2021, 05:31:08 PM
Honda UK CS used to be good but they've been disinterested for a few years.

To be fair, it's the same as other manufactuers - all the VW group in the UK use a call centre whose sole purpose seems to be to fob you off.   

Honda used to be better than that, but not any more.  It's a sad change, used to be that you'd be looked after if you bought a Honda.
Title: Re: Honda UK and Customer Service
Post by: Expatman on November 21, 2021, 06:03:25 PM
Very sad to say but Kia and Hyundai now provide a far better service than VAG or Honda.
Title: Re: Honda UK and Customer Service
Post by: Jazzik on November 22, 2021, 01:45:07 PM
It seems we are still lucky here in Poland. Contact with Honda Poland is possible via 2 (Polish) telephone numbers and e-mail.
Never needed it though. We have a very cooperative dealer who, in case they don't know, I think has even more direct access to Honda Poland.

This is how they present themselves on the website:

CONTACT HONDA
Honda Contact
How can we help you?
We want you to think, "Excellent customer service" - we do our best to make sure you do.

We are waiting for your opinion.

Call us: +48 22 545 7 999 *
Helpline: 801 811 711 **
Or write an e-mail: honda@honda.pl


As said: Never needed and hoping it stays that way... :D
Title: Re: Honda UK and Customer Service
Post by: Steve_M on November 22, 2021, 02:20:49 PM
I have a permanent orange info light on the infotainment screen and keep getting a message saying “ Owners manual will be installed” but it never installs

That's only because the WiFi connection has not been made.

Further issue with WiFi connectivity means I can’t set up the My Honda+ App or access any of its features.

My Honda+ does not use WiFi, but it does need the TCU activating. Has the dealer done that? Is the TCU icon (Car with radio waves) on the home screen white and not grey?

dealer says unit keeps dropping WiFi connection with them, also my home and BT hotspots.

Is data sharing turned on?

Are you using Apple car play?

Was the connection mode changed to network when setting up the WiFi connection?

Does it actually connect and then drop or actually never connect? can it find the network?
Title: Re: Honda UK and Customer Service
Post by: Lord Voltermore on November 22, 2021, 03:49:18 PM
I dont know if its a benefit or a curse that english speaking call centre staff can be recruited around the world  while presumably Polish and Hungarian speakers are more likely to be locals. 

Then again if its an agency, with limited Honda knowledge  who is likely to be better  ,a university educated call handler in Sofia,  or someone working from home in their dressing gown and slippers surrounded by pets and children.

Bean counters  have ruined many a company. 
Title: Re: Honda UK and Customer Service
Post by: Jayt43 on November 22, 2021, 04:14:02 PM
I dont know if its a benefit or a curse that english speaking call centre staff can be recruited around the world  while presumably Polish and Hungarian speakers are more likely to be locals. 

Then again if its an agency, with limited Honda knowledge  who is likely to be better  ,a university educated call handler in Sofia,  or someone working from home in their dressing gown and slippers surrounded by pets and children.

Bean counters  have ruined many a company.

Agree with all your comments. I have a feeling there's a bit of an echo chamber going on at Honda. Everything seems fine and dandy over on Reevoo: https://www.motortrader.com/motor-trader-news/automotive-news/honda-dealers-achieve-top-reevoo-rating-sales-experience-03-05-2017.

To an extent, Honda can control how this content is referenced on their website.

But completely ignoring their Trust Pilot rating is a huge mistake. I do this sort of thing for a living (driving digital improvements within companies) and recall a few years ago benchmarking traditionally well-regarded companies who  were failing online in terms of customer support. Miele, was one. Now, they've completely turned that around:
https://uk.trustpilot.com/review/www.miele.co.uk

Trust Pilot does have its own issues but someone at Honda should be taking ownership of this issue and, with their teams, working diligently to improve the rating (it takes about a year to get things on track). This means answering each and every comment on the platform and routing / escalating via the relevant dealer as needed.

This is harder to do if a third-party is handling the day to day running but not impossible. I would be banging heads and bringing this into my weekly metrics to measure. After all, on social media and the Internet, every negative comment potentially drives away buyers, especially if there's critical mass on certain issues (i.e. reliability, expensive servicing, crappy dealers, poor customer service).

With less than 1% market share in the UK (and falling) they really need to pull their fingers out. Likely they will be saved for the next 2-3 years by an increasingly good model range (new Civic seems like a corker, great new HR-V+ new CR-V to come). But with the likelihood of selling more models, they really need to fix the underlying issue with customer support. And I see nothing to suggest they will...

Title: Re: Honda UK and Customer Service
Post by: Jazzik on November 22, 2021, 04:24:57 PM
My opinion: a good helpful dealer with staff who know what is expected of them is worth its weight in gold.
Once you have found such a dealer, you don't need to contact any customer service at all!
If the dealer does not know themselves, THEY will contact the sources of information available to them...

This is how it works at our Honda dealer.  :D
Title: Re: Honda UK and Customer Service
Post by: Jayt43 on November 22, 2021, 04:26:38 PM
My opinion: a good helpful dealer with staff who know what is expected of them is worth its weight in gold.
Once you have found such a dealer, you don't need to contact any customer service at all!
If the dealer does not know themselves, THEY will contact the sources of information available to them...

This is how it works at our Honda dealer.  :D

Agreed.
Title: Re: Honda UK and Customer Service
Post by: dfconnolly on November 22, 2021, 06:42:16 PM
Thanks all for the feedback.

Regarding the WiFi it does see all networks (turned on) and connects OK to all sources BUT then drops out when trying to actually do anything on WiFi. Just had the service manager call around and tried my Hime WiFi as well as using his phone as WiFi hot spot, 4 out of 5 bars on signal strength then just hangs trying to do anything. The guy has video recorded the various scenarios for Honda Tech but I increasingly suspect this is now a hardware issue that’s going to require a costly head unit replacement!?
Title: Re: Honda UK and Customer Service
Post by: richardfrost on November 22, 2021, 07:23:12 PM
Maybe we should move off the subject of cyclists eh?
Title: Re: Honda UK and Customer Service
Post by: sportse on November 22, 2021, 08:26:46 PM
It took HUK over 3 months to issue the paperwork for the service plan/extended warranty - the dealer was no help as they said it has to come direct.

With any other car I’ve bought, you had the paperwork through within a week or so - it looks like Honda has a long way to go with their support/admin.
Title: Re: Honda UK and Customer Service
Post by: Saycol on November 23, 2021, 07:28:42 AM
It took HUK over 3 months to issue the paperwork for the service plan/extended warranty - the dealer was no help as they said it has to come direct.

With any other car I’ve bought, you had the paperwork through within a week or so - it looks like Honda has a long way to go with their support/admin.
When I purchased my car I was told the paperwork would come from Honda UK in "a couple of months" as they had a backlog because of Covid. When three months had gone by and no paperwork, called the Dealer who were polite and helpful but assured me it would turn up from Honda UK eventually. Not happy with this I emailed the group who manage/process the Honda 5 year service plan. Got a polite email by return explaining they process the service plans once a Quarter and mine would arrive in ten days (which it did). So, if you buy a car at the beginning of a Quarter which I did you have at least three months wait for your paperwork. Clearly a system designed to make it easy or cheaper for Honda rather than satisfy the customer.
Title: Re: Honda UK and Customer Service
Post by: sportse on November 23, 2021, 07:56:29 AM
Yes, it’s crazy that you pay out £800+ for a warranty and only receive the paperwork 3 months later.

You are supposed to be able to withdraw within 14 days from agreements… but you can’t do that if you don’t get the paperwork for months.
Title: Re: Honda UK and Customer Service
Post by: Karoq on November 23, 2021, 10:24:16 AM
I agree with Jazzik's comments about having a good dealer is the answer.
My Skoda dealer is brilliant. SUK C/S rubbish!
So far Horizon Honda show sign of excellence. HUK. C/S more rubbish than SUK!
Title: Re: Honda UK and Customer Service
Post by: Saycol on November 23, 2021, 11:38:11 AM
I agree with Jazzik's comments about having a good dealer is the answer.
My Skoda dealer is brilliant. SUK C/S rubbish!
So far Horizon Honda show sign of excellence. HUK. C/S more rubbish than SUK!
I have previously owned two Skodas. The customer service and the product were excellent. My previous car prior to the Jazz was a VW Golf and it was the worst customer service of any brand that I have owned in the last 20 years. How much of that was due to the local dealers I do not know.
Early days with the Honda, would have preferred a speedier issue of the 5 years servicing plan contract, but so far very pleased with the car and the supplying dealer.
Title: Re: Honda UK and Customer Service
Post by: Karoq on November 23, 2021, 06:01:58 PM
It would be good to know when you owned your last Skoda. Interesting that you thought VW C/S was rubbish because Skoda and VW C/S are now amalgamated to a certain degree, C/S wise, so VW have obviously infected Skoda with their inefficiency.
I agree that in the past they were good. I started buying Skodas in 2010 and they were fine, but the number of adverse comments on the Kodiaq and Karoq fora legion.
Title: Re: Honda UK and Customer Service
Post by: Saycol on November 23, 2021, 09:03:48 PM
It would be good to know when you owned your last Skoda. Interesting that you thought VW C/S was rubbish because Skoda and VW C/S are now amalgamated to a certain degree, C/S wise, so VW have obviously infected Skoda with their inefficiency.
I agree that in the past they were good. I started buying Skodas in 2010 and they were fine, but the number of adverse comments on the Kodiaq and Karoq fora legion.
I owned an Octavia (new one) from 2010 to 2014 and had a Fabia as a second car for a year in 2016 so my experience is a bit dated now but at the time the dealer service was excellent. And the cars were 100% reliable. As per my earlier post, so far so good with Honda after 5 months of ownership.
Title: Re: Honda UK and Customer Service
Post by: Rory on November 23, 2021, 10:21:46 PM
It would be good to know when you owned your last Skoda. Interesting that you thought VW C/S was rubbish because Skoda and VW C/S are now amalgamated to a certain degree, C/S wise, so VW have obviously infected Skoda with their inefficiency.
I agree that in the past they were good. I started buying Skodas in 2010 and they were fine, but the number of adverse comments on the Kodiaq and Karoq fora legion.

I contacted SEAT customer service about an issue with daughter's car (the SEAT dealer is a whole different level of useless) and "SEAT UK" replied to me referring multiple times to the car as an Audi!
Title: Re: Honda UK and Customer Service
Post by: Kremmen on November 24, 2021, 03:44:33 PM
Collected 3rd Sep and my 5 year documents arrived today.

Nearly 3 months but I have them now.
Title: Re: Honda UK and Customer Service
Post by: Thingy on November 25, 2021, 11:17:41 AM
Collected my car 23 August and I also received my docs yesterday.