If you're considering buying a Honda used car from a main dealer or are thinking about extending your Honda warranty, you may want to read my recent experience...
I've long been a fan of Honda cars. I've owned many, and most of them have been very reliable. However, the CR-V I bought in December last year developed a serious engine fault, so bad in fact that the dealer decided that the engine could not be repaired. The dealer said the whole engine needed to be replaced.
The car was fully covered by the 'Honda Happiness' warranty, but unfortunately, the dealer wanted to do the repairs at their own expense, and not use the warranty. This left me without a car. The warranty would have given me a hire car, but since the dealer was not making a claim on the warranty I found myself off the road. I was definitely not experiencing 'Honda Happiness' when I found myself taking the bus to work, to say the least.
After this dragged on for a week, and with no end in sight, I asked the dealer to just give me my money back. So I had to go and find another car to get back on the road again. But this seemed to be the quickest way to get my transport back.
Needless to say, I complained to the 'Honda Happiness' administration people, because the warranty that came with the car proved useless to me. But they've still not helped. I've taken it as far as I can, and this is their final response:
So, Honda are saying they've done nothing wrong. Meanwhile, the dealer said they're not obliged to use the warranty. And it seems that the only person who has lost out is me, the poor old customer. I would say that this is one of the worst customer service experiences I have ever had.
Ultimately, it seems that the 'Honda Happiness' warranty only helps you at the dealers discretion. Even if your car has a very serious failure like mine, it doesn't mean you're guaranteed to get any help. And if things go wrong, even if you complain, nothing seems to change. Even a token gesture to acknowledge all the inconvenience would have been something.
So, I'm left very disappointed indeed. Until now, I have considered myself a Honda enthusiast. As you can imagine, nowadays - not so much.
If you go to your favourite search engine and search for the term "halfords battery unserviceable warranty", you’ll likely find many threads on various forums from people who have experienced the same problem as me.
A few weeks ago, my car battery, which I bought from Halfords with a 3 year guarantee stopped holding a charge. I would get in the car in the morning and it would not have enough power to start the engine. So I took it back for replacement under the guarantee. The people in the store tested it, and the test machine said the battery was 'unserviceable'.
However, according to the staff at Halfords, this means that the battery had failed for some reason which is "not covered by the guarantee". I could not understand how the battery can fail to hold a charge after normal use and not come under the guarantee. What seemed worse to me, was that they were happy to solve the problem by selling me an identical battery.
That just didn't feel right to me.
But... I felt like I didn't have much choice, so under protest I paid for the new battery, even though I thought that
it should have been done under the guarantee. But I decided to take this up with Halfords by sending an e-mail to their
customer services department when I got home.
An e-mail discussion followed for about two weeks. At first they held their position saying that the fault with the battery was not covered by the guarantee. However, I started pointing out that under the Sale Of Goods Act it would be reasonable for me to expect the battery to last for 3 years, since the battery has "Maintenance Free Battery 3 Year Guarantee" written on the side in big letters:
In the end, whilst Halfords stuck to their guns and even suggested that something may be wrong with the electrics in my car, they decided to refund the cost of the replacement battery anyway. Personally, I don't have any reason to think there is anything wrong with the car. It's a well maintained Honda and everything seems to be fine. But Halfords did indeed send me a cheque for the full price of the battery - so fair play to them. I didn't end up out of pocket.
So if you have a similar problem, then complian to customer services and don't give up. A few e-mails to Halfords customer services may get you your money back. When writing to them, be nice, but firm... and persistent. It may come out in your favor, just for the effort of writing a few e-mails.