9.4.12 From D.Kondasamy (Ex.Secretary,Citizens Voice Club, Coimbatore Consumer Council) 27 A , New No.

30 , RAJ NIVAS Ramanathapuram Coimbatore - 641045 To The Chief Executive Honda Motor Cycle and Scooter India Pvt Ltd Regional Office,Plot No. Land 2 Sector 3, IMT Manesar Gurgaon 122050 Haryana Dear Sir Sub.: Honda Activa Scooter poor service Coimbatore-Pressana Motors Iam a proud owner of Activa scooter Indias highest selling scooter since 28.08.2001 i.e. since 11.5 years and very much satisfied with the performance and added many valuable customers. I am regularly servicing my scooter at your authorized dealers M/S Chandra Honda Coimbatore up to 2003 and due to proximity i shifted my service to Pressana Motors Coimbatore during 2003 - 2012 (7.4.12) from my experience the quality of service provided at Pressana Motors is deteriorating day by day. Since it being your authorized agent I have no alternative except to depend on Pressana Motors for my periodical service. At the service centers the customer has no choice; they never take notice of customer complaints, they are bothered only about their income and burdening the customers by unnecessary billing. Due to inexperienced persons handling the complaints and hurry to attend other customers, their quality of service has deteriorated to the lowest level. So day by day the dissatisfied customer strength is increasing. The strength of the company depends on the After Sales Service. Your Company is supplying quality products thro dealers, unfortunately the after sales service is not cared by the dealers. Every dissatisfied customer spreads the message across. In the long run the message will reach nook and corner of the company giving a bad image about the product and the HMSI in total. The final result, your market share

will start to decline without any fault on your product but due to the misconduct of your service/dealers network. I share my recent bitter experience with your dealer M/s Pressana Motors, Coimbatore.I had given my Activa Scooter TN 37 X 8071 with the following complaints to attend to on 5.4.12 at 9 am: a.Break checking b. Handle bar/ Tilting on either side while driving c. Oil leak at engine oil outlet d. General check up. After recording my complaints the attendant told me that the vehicle will be ready only on the evening of 7.4.12. ie after 3 days. I patiently left the vehicle with an acknowledgement. On 7.4.12 at 4.45 pm I enquired at your service centre after a great difficulty I was told that my vehicle is ready I rushed to the service centre within 15 minutes at 5 pm and remitted the cash. At the cash counter 3 women were collecting or preparing the bill at the counter. The transaction was completed within 10 minutes and gave me a GATE PASS FOR DELIVERY to my astonishment I could not find anyone to vouch for my vehicle. To my great surprise I found more than 20 customers like me they were waiting without knowing what to do with the tokens to take delivery. All the customers waiting for delivery (after waiting patiently for 3 days) were shouting at the helpless security guard available at the entrance. After waiting for nearly first vehicle was delivered, afterwards delivery boys were missing and the crowd became restless and rushed towards the cash counter, by the time the cashiers (all women) packed their cash and closed the counters, no one was available to answer the angry customers. Many of the customers rushed inside the workshop and stated shouting at the employees (at 7 pm) at the work spot. Helpless General Manager (Service) was begging at the few employees present to attend the customers. Every customer was cursing their fate for coming to Pressana for service. At last my turn came by 7.20 pm when I gave my gate pass to the attendant, after searching for 20 minutes he came back to me asking for the details of the vehicle such as reg.no and colour. After a long wait my vehicle as come out with a big bang. When I checked the vehicle for a while I found that the main defect (i.e. the handle bar problem) has not been attended to. I immediately tried to contact the Customer Care Manager whose name and cell phone numbers were displayed at the entrance. I tried 5 times to contact him but he never picked up my call and my attempt failed. Finally after controlling my emotions and patiently waiting for 3 hrs I contacted the GM (Service) at 8 pm and narrated the incidents and expressed my displeasure. Helpless GM pleaded with one of the mechanics to attend to my vehicle after 30 minutes with a dissatisfied mood I left the premises along with my scooter. Iam a senior citizen aged 65 years with a diabetic background kindly imagine my apathetic situation. Whom should I blame HMSI/DEALER/MYSELF. Kindly find a solution to this. Do you want me to your authorized service station again.i tried my level best to contact the MD of Pressanna Motors on 9.4.12 over phone 0422422799 and Mr.Kamal 8870014446 my attempts were in vain. Is your "4s concepts

taken a back seat. Please look into it and try to improve the customer satisfaction standards in future.

With warm regards D.Kondasamy