After a further 7,889 viewings of this post on forum I just can't resist posting one of the last emails from customer.headoffice@honda-eu.com regarding my complaint.
In particular, I found the dismissive comments regarding durability and quality of the materials somewhat bewildering....!
Thank you for contacting Honda (UK) and for your patience whilst we looked into your concerns regarding the seat bolster wear on your Honda Jazz.
We appreciate the details you have provided and recognise the importance of this matter to you.
1. We have carefully reviewed your correspondence, including your comments relating to the
brochure terminology used at the time of your vehicle’s sale, as well as your observations
regarding the nature of the seat materials.
2. Following consultation with our Automotive Product Department, we can confirm that the
reference to “leather” in certain 2020 Honda brochures was a recognised misprint and
should have referred to synthetic leather-look upholstery rather than leather. We appreciate
that this may have contributed to your expectations regarding the seat covering material,
and we understand how learning of this had caused you disappointment.
3. We have received confirmation from our Automotive Product Department that they have
acknowledged this mis-type and ensured that all models after 2021 clarify that it is not real
leather.
4. However, it is important to note that the seat covers fitted to your Honda Jazz are not
defective, nor is there evidence of a manufacturing or material fault.
5. The upholstery used meets Honda’s production, quality and performance requirements.
The wear you have experienced does not indicate any manufacturing defect.
6. You also referenced the part having been superseded. We understand why this may
prompt questions. While we cannot disclose the internal reasons behind specific
supersessions, as this is confidential technical information, we can confirm that part
supersession is a standard and routine process across all global automotive manufacturers.
Parts may be superseded for a wide range of general reasons, including production
consolidation, supplier changes, updates to manufacturing methods, streamlining part
numbers, or minor design revisions necessary for supply efficiency. A supersession does
not indicate that a part is defective.
7. Despite your vehicle being outside the three-year manufacturer warranty period, Honda has
a long-established reputation for customer care, and we genuinely appreciate the concerns
you have raised in good faith.
8. In recognition of the brochure terminology error and as a gesture of goodwill, we
would like to offer replacement of both front seat covers at no cost to you.
9. This goodwill action is being extended specifically in light of the incorrect
description in your Jazz’s marketing material and our commitment to supporting our
customers wherever reasonably possible.
10. Please also note that acceptance of this goodwill offer confirms your understanding
and acceptance that the replacement seat covers will be the superseded synthetic
leather-look material, as Honda does not manufacture or supply genuine leather seat
covers for this model.
11. Acceptance of this offer will be considered a full and final settlement of your concerns
related to the seat upholstery, and no further claims will be accepted in relation to any of
your vehicle seats.
12. We hope that this offer demonstrates our intention to resolve this matter swiftly and restore
your confidence in the Honda brand.
13. If you are happy to proceed, please let us know, and we will arrange the seat cover
replacements with your preferred Honda dealer.
Should you need assistance on any other matters, please do not hesitate to contact us, and
we will be happy to assist you where possible.
Once again, thank you for contacting Honda (UK).
Kind regards,
Customer Relations Coordinator
Honda (UK)
E: customer.headoffice@honda-eu.com
At least after a lot of hard information gathering in my submission to them, Honda have done the honourable thing.
