Honda America Rant

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Honda sucks.  I have had a horrible experience with their customer relations department.  Seems like she just wanted to piss me off.  Couldn't get a yes or no answer, would not admit something was wrong when I gave her the technical service bulletin number and told her that Honda stated there was something wrong.  She told me that I could feel that way(that something was wrong) if I wanted to.  Also, even though I did my own work at the scheduled times and mileage, bought Honda parts and fluids and kept all receipts, they couldn't verify that the mileage I wrote down was correct, so they wouldn't help with the fix.

This was for an out-of-warranty issue.  If they simply stated I wasn't covered and there was nothing they could do, I would have been fine with that.  They have dragged it out for 2-1/2 weeks, with several phone calls and lots of frustration.  I was arguing on the phone with her about basic mechanical things(me: "I am an engineer, and if something mechanical isn't supposed to make noise, and it is, then there is something wrong."  Her: "Are you an automotive engineer?  Because an electrical engineer doesn't know about these kinds of things.").

Just to be clear, I filed a complaint stating that I should never have to replace a timing chain. It was just a complaint. I didn't ask for anything. They are the ones that brought up the chance of them helping with this. 

 OK, this is beyond comprehension. I started a chat with Honda customer relations to complain about how the case was handled. I am convinced they are really just trying to piss my off. They can't be this stupid. Below is the log from the chat: 

Rashida

Thank you for chatting with Honda. How may I help you?2:20:11 PM
Me

I opened a case a few weeks ago, and I was very unhappy with the way it was handled. Not the end result, but the way it was handled.2:20:59 PM
Rashida

I'm sorry to hear you are not satisfied with your case handling. Is this regarding your 2013 CR-V?2:22:01 PM
Me

yes2:22:06 PM
Rashida

Please elaborate on your concerns.2:23:00 PM
Me

Everything with Caroline seemed to be an argument. I can't recall getting so mad at someone in customer relations.2:23:48 PM

Also, the reason given for not covering the repair was known upfront.2:24:35 PM

I wasted my time going to the dealership and driving a broken car for 2 weeks.2:25:01 PM

I don't think I need to get into the details here, but I am looking for a way to make my displeasure known.2:25:40 PM

Also, not happy with an explanation that the dealership gave me. Caroline said I have no other option than to work with a dealer. Said there is no way to contact a tech rep.2:27:06 PM

She was arguing with me telling me I don't have to replace a part when the dealer said to and Honda2:27:54 PM

's own TSB said it was bad and needed to be replaced.2:28:11 PM
Rashida

Please allow me 2-3 minutes to review your case.2:29:06 PM
Me

OK2:29:09 PM
Rashida

Thank you for your patience. Based on the case notes the decision came from our Field Representative. Unfortunately, we are not in a position to change the position that was provided.2:31:55 PM

I will be happy to formally document your complaint within our office. Other than documenting your complaint are you seeking any further assistance at this time?2:32:02 PM
Me

What do you mean by "assistance"?2:32:26 PM
Rashida

Do you have any questions for me regarding your vehicle?2:33:20 PM
Me

No. As I stated at the very beginning of this chat, I was not unhappy with the decision that was made, but was unhappy with the way I was treated by Caroline.2:34:35 PM

Is there no one that I can talk to about this?2:34:53 PM
Rashida

Please allow me 1-2 minutes2:35:54 PM
Me

OK2:35:59 PM
Rashida

Thank you so much for your patience Briab. I have confirmed that the concern has been reviewed by management. Unfortunately, the position would not change regarding the decision that was made. On our end we can formally document your complaint and it will be reviewed on an internal basis.2:41:41 PM
Me

What decision are you referring to?\2:42:55 PM
Rashida

Based on the case notes your request for goodwill was declined; and your case manager offered a Loyalty Card.2:44:01 PM
Me

Is this Caroline? Do you all go to the same training? Why are you even talking about the decision? I clearly stated twice that I have no problem with the decision.2:44:40 PM
Rashida

I apologize if there was any miscommunication. You stated you are unhappy with the decision made as well as how you were treated by your case manager. I wanted to make sure to address all of your concerns.2:45:32 PM
Me

I DID NOT STATE I WAS UNHAPPY WITH THE DECISION!2:46:03 PM
Rashida

Sir do you have any other questions or concerns that you would like me to document?2:46:15 PM
Me

What the hell is going on there?2:46:25 PM

Am I in the twilight zone?2:46:40 PM

Yes. Please acknowledge that you understand that I have no problem with the decision that was made.2:47:12 PM
Rashida

I understand you are not unsatisfied with the decision. Is there anything else I may assist you with today?2:48:08 PM
Me

No.2:48:28 PM
Rashida

Thank you for allowing me the opportunity to document your complaint. Have a great rest of the day!2:48:51 PM
The agent has ended the chat.

 Stretched timing chain, but the variable valve timing actuator has been making noise at start up for more than a year. Thought it was my starter. When I went to order new parts for the timing chain replacement, there were 2 part numbers for the actuator. That's when I found out the rattle was the actuator. A known issue, so Honda redesigned the part(she denied this several times, saying it was "remanufactured"). I said new part number, new design. TSB clearly states this. 

 Also, EPS(Electronic Power Steering) light is coming on. I told her that I took it to the dealer for diagnostics, including this light, and their explanation of "sometimes other lights come on with the check engine light" wasn't good enough. A stretched timing chain code(camshaft/crankshaft out of phase) should have nothing to do with the electronic power steering. She told me to take it to another dealer. I told her I wanted to talk to a Honda technical rep to get an explanation of that(I clearly stated I was not asking for any kind of coverage for this). She told me only dealers have access to the technical reps.