Unfortunately big(?) companies prefer to invest in call centers with clear orders to wheedle off any warranty claims rather than customer service (and then wonder, why longtime customers wander off...
In the UK at least its more than just being dealt with by a call centre. The whole warranty ,Honda care, servicing package ,procedure is managed by an independent ''Business solutions' company who are specialists in car warranties.
Honda, and several other major car manufacturers ,use these companies to administer their warranty schemes. It saves them having to employ their own staff. The staff are experts at refusing claims They will use correspondence claiming to be Honda and the same member of staff may answer one phone call as 'Honda' and the next as ,for instance, Ford. Their business success and reputation is within the warranty business solution industry and depends on how much money they can save their clients - Honda. They care little about how their decisions may damage Hondas own reputation with its customers..
In theory Honda take overall control of disputes but its quite difficult to get beyond the initial guard dogs and have it considered by Honda themselves. And Honda Europe have ,IMO , preferred to save Honda Japan as much money as possible on dwindling European sales, rather than increase sales by improving customer care.
