After 36 days of waiting the parts arrived broken and now I have to wait another 2 weeks.
BHPian mrgawde recently shared this with other enthusiasts.
July 31 – Delivery of bike by Honda Big Wing Mumbai
I bought my first motorcycle, a brand new red CB300R from Honda Big Wing (Worli Showroom, Mumbai). Words cannot describe how excited I was! If only I had known this was the start of a long, painful journey with Honda Big Wing and their representatives. Within the first 20 minutes of cycling on the very first day the engine cooling light came on, I was a little surprised as there was no traffic on the street and it wasn’t a particularly hot day. I decided to let some time pass and see if the problem persisted. Since this is my first bike I never knew what a radiator should sound like so I assumed the bike was functioning normally as it was a brand new bike.
Over the next 4 days I took the bike on quick 5 minute rides around town, the cool engine light went on and off every now and then.
August 4 – The Incident
5 days after my purchase of the bike I was riding on the highway in heavy traffic. I noticed the engine light was on and for the first time I felt the heat from the engine on my legs. A passing taxi driver told me that coolant was leaking from my bicycle. In a state of shock and disbelief I had to swerve through traffic to get my bike to the side of the road and immediately smoke started coming from the engine. At that point I panicked and didn’t know what to do, the dealer didn’t even give me an RSA number. So my first priority was to turn off the engine and walk the bike to a safe area. In the midst of this, a nearby Samaritan told me that the coolant for a new bike is sometimes topped up extra and that I shouldn’t worry. In the next 30 minutes of my efforts to get my motorcycle back safely, I had to run it quickly through cool air, stopping frequently when that wasn’t an option. I am very grateful to the taxi driver who pointed out that the coolant was leaking. Being a new driver it could have resulted in a much worse accident in such a startling situation, luckily I’m fine.
August 5 – Visit to the service center (first day in the service center)
The next day I took my bike to the Worli service center. Upon investigation, they found that the fan in my bike was not spinning and when they looked deeper, they found a piece of cardboard jammed in the fan.
A BRAND NEW MOTORCYCLE CAME FROM HONDA BIG WING WITH CARDBOARD INSIDE THE RADIATOR.
I was in a state of disbelief. The level of negligence was just too high, and that too for a premium motorcycle. I shudder at the thought of what could have happened as a result of their negligence, thankfully I’m okay despite the best efforts of Honda Big Wing. After agreeing to them selling a motorcycle with a piece of cardboard stuck in the radiator, I asked what the process would be to fix their own mistake. They told me that the part is out of stock and has to be ordered and it can take about 2 weeks. I left the bike at the service center and went home.
2 weeks later (14 days at the service center)
I would be in constant contact with the Honda Big Wing service chief for Mumbai (Frank) and the Honda Big Wing Mumbai sales manager (Vijay), unfortunately there were no updates. At one point, the service head sent me an invoice for the parts that needed to be replaced. I was a bit surprised as the fan was broken due to cardboard they forgot to remove in the radiator on a 5 day old bike! Deliver a defective bicycle and have the customer pay for the repair?
I kept in touch with the team in the hope that my bike would come back to me. On Aug 23 (2 weeks after the bike was left at the service center), I was told the parts were still pending meaning they didn’t even ship the order from Delhi. I was told the order would take another 10 days. During this painful process, the service leader was quite rude and never bothered to keep an eye on my particular case, in fact I had to call and remind him every time. This is certainly not the service I expected from a premium 2-wheeler brand.
After another 10 days of waiting (24 days at the service center)
The service leader started to stop answering my calls. I wasn’t incessant, but it looked like they hadn’t bought the part yet. When they finally replied, I was told the order was in ‘pending’ status. It had now taken 24 days to get a fan from Delhi. They declined to escalate the matter or provide a timeline for the repair.
September 10 – The parts are finally in! Or have they? (36 days at the service center)
36 days after I dropped off my bike at the service center, I got a call from the service leader. He informs me that the ordered fan arrived broken. I was now beyond annoyed, I asked them what they could do to fix it, and they said they would order a new fan which would take another 2 weeks!!! The service manager even had the nerve to ‘glue’ the old fan as an option if I’m impatient. What a joke! Seems like Honda Big Wing doesn’t care about their customers after a sale. How can a premium line of motorcycles have such terrible support? I haven’t had the bike for over a week and now I’ve been waiting for over a month. If I’d known about the horrible attitude Honda Big Wing would bring and that I’d have to wait a month for my new bike just to feel like a patched-up second-hand, I’d rather have a KTM Duke 390.
Here’s what BHPian neil.jericho had to say about this:
It is unfortunate that you have suffered from a heartless and indifferent Honda dealer. You certainly have the patience of a saint.
Do you have pictures of the bike, the damaged fan and the piece of cardboard that was inside? If you do, post them.
First, go to the Honda Big Wing website and pull up the Email ID or Contact Us box for the page. Explain your predicament. Post a link to this topic. I am sure this thread is being widely disseminated in the motorcycle community both within Bombay and beyond. The last time I used this approach (although I am not a Honda customer), the local Honda Big Wing dealer contacted me within 30 minutes and things started moving very quickly. It’s no surprise that they don’t want to escalate the matter internally. How are they going to explain to the company and the higher gents at the dealership that they didn’t run the PDI on your motorcycle properly?
Second, ask the local dealer to get the part from another Big Wing dealer if it will take another 2 weeks. It is surprising to hear that your local Honda dealer has taken such a relaxed approach to your problem.
Third, if you’re on social media, use it to your advantage.
Did you also ask for a loaner bike? You should.
In this case there is no reason for you to pay for the fan and/or any other associated parts.
I hope the Honda dealer staff finally has some insight and can bring this to a quick conclusion.
Here’s what BHPian swiftnfurious had to say about this:
Well – a very sad way to start the property. Problems with a vehicle is okay – how the problems are solved is what gives that brand confidence! After a not so good experience with the service center or parts availability for my CBR 250, I stopped recommending Honda vehicles to my circle of friends.
The product may be super good, but the problem starts when something goes wrong! What good is a product if the parts are not available if it breaks?
From what I’ve read about the groups someone has to be extremely lucky for the Honda guys to even provide any support and that’s exactly why the dealers are acting headstrong.
I honestly don’t have much good advice for you, maybe sending the link to this thread to Honda’s social media will help. Otherwise, the time-consuming and effort-consuming legal proceedings for the customer are the only way!
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