Apparently, a functional Accord is now an upgrade

[Le_bow_ski]

An hour ago, I brought my 2013 Accord (4cyl CVT EX-L) to have it checked out for the common CVT judder. I explained to the service adviser that the car will frequently fail to accelerate from a stop when cold, and that it judders when downshifting when fully warmed up. I further explained that it exhibits all of the symptoms listed in the Honda Service Bulletin 13-053, and that it will likely need a software update and revised valve body described in SB 13-053.

The service adviser poked around on his computer for a minute and then declared that, "Honda won't pay for this." I asked what he meant, as my Accord was still on it's 5 year 60k powertrain warranty, and that I also had the extended Hondacare warranty. He explained that the revised software is an upgrade, and that Honda doesn't pay for optional upgrades.

I replied, "So, are you telling me that a functioning automobile is an optional extra that the customer should pay for?" His response was that he didn't make the rules, but that as an employee he is obligated to follow them.

I said, "Fine, let me speak with the General Manager". He said she was off. "Ok, then let me speak with the Service Manager." He called, or at least pretended to do so, and as the phone wasn't picked up on the other line, he said she wasn't available, but that he would write things up in the meantime. I might have also said, as an aside to my wife, that I would inform Honda of America about this, and that they would be furious.

By then he was seeing things more my way, and asked for the Service Bulletin number. Long story short, I left the car there so that their service department could confirm the symptoms; we'll see where things go from there.

 

[cheech279]

Sounds like you dealt with a dipwad service advisor, who hopefully is not representative of most Honda dealers.

 

[KrisZ]

If things don't go well, i.e. they will not cover this repair, I would write a nice letter to Honda US HQ and go to a different dealer.

Also, as a side note, service writers and mechanics hate people citing service bulletins or telling them how the vehicle should be repaired, even if you are 100% correct. The best course of action is to keep that knowledge to yourself and just describe the symptoms in similar fashion as they are written in the SB. The SB number should be brought up as a last resort.

 

[Nick1994]

I had Jeep do the same thing to me. My mom's 2012 Jeep Patriot is still under powertrain warranty and has an extended warranty. It has a loud CVT whine which Jeep thought was the alternator, and replaced, and didn't fix. I brought it back and they confirmed it is coming from the transmission. They said the first step to diagnosis is a fluid change & filter change. It isn't due to be replaced until 120k miles (it has 60k miles). Jeep wouldn't pick up the tab or the extended warranty, so it was $180. Luckily, so far, the whining noise is gone.

 

[mclasser]

Hopefully they let the car cool down first so the conditions under which the problem occurs are fully replicated. Problems like this suck because it's easy for the stealership to shoo you away by saying they couldn't find anything.

 

[Le_bow_ski]

Originally Posted By: KrisZ


Also, as a side note, service writers and mechanics hate people citing service bulletins or telling them how the vehicle should be repaired, even if you are 100% correct. The best course of action is to keep that knowledge to yourself and just describe the symptoms in similar fashion as they are written in the SB. The SB number should be brought up as a last resort.
If he was sensitive about that, he probably didn't much care for some of the other things I said, no matter how politely I delivered them.

 

[John_K]

Originally Posted By: KrisZ
Also, as a side note, service writers and mechanics hate people citing service bulletins or telling them how the vehicle should be repaired, even if you are 100% correct. The best course of action is to keep that knowledge to yourself and just describe the symptoms in similar fashion as they are written in the SB. The SB number should be brought up as a last resort.


Yes, how dare you express an opinion about your own vehicle and what you think it needs!

 

[Kira]

Compose your letter to HQ now so it's ready.
Does one send these communications certified? It really shows you the built-in dishonesty of the automobile industry.
Filthy, lying dogs they are.

 

[CT8]

Call the 800 number in the owners manua,That is what I do before doing any warranty work.

 

[Kira]

What do you say (ask) when you call?

 

[Le_bow_ski]

I've called Honda of America to explain how a dealer such as this does great harm to Honda's reputation. They've confirmed that a fault like the one I'm experiencing with my car is certainly covered under warranty, and they've opened a case number should the dealer fail to honor the repair under warranty.

 

[Silverado12]

At least they made good on it.

 

[Le_bow_ski]

Well that remains to be seen; the car is still at the dealer and I haven't heard back from them yet.

 

[Dave Hess]

No way I would buy any car with a CVT especially a Honda known for having problematic CVTs.

 

[GiveMeAVowel]

Originally Posted By: KrisZ

Also, as a side note, service writers and mechanics hate people citing service bulletins or telling them how the vehicle should be repaired, even if you are 100% correct.

The SB number should be brought up as a last resort.


Why should they hate being informed of something that is actually company official and a acceptance of an issue that AHM wants to rectify ESPECIALLY if the car is under the manufacturer's warranty?

This is why $tealerships get the well deserved reputation of being
sleazy and obnoxious. Your vehicle is the second most expensive investment you make in your lifetime, why shouldn't it be cared for with professionalism at the service department? I agree that you should let the LOL "professionals"? do their job, but if you are a educated and informed customers, and most importantly if you are CORRECT on such a matter you have every right to pursue it to
reasonable satisfaction. (The car performs in the way it was originally intended to by the engineers and designers)

As long as you are actually accurate, and handle yourself in a polite, respectful, and businesslike manner there is NO reason not to make specific requests of the dealership, as long as they are officially accepted remedies by the manufacturer and apply to your vehicle under the new car warranty. The OP is handling the situation correctly and the dealer service writer is being an arse wipe and balking and being rude. I too would go up the chain of command, and also inform the manufacturer as well.

 

[DuckRyder]

Honda dealers are usually pretty bad, they are more interested in doing a "courtesy inspection" so that can try to sell you stuff than actually fixing a car. (Unless it is Mel at Kuni in Denver, in which case he's only interested in his chicken biscuit).

I usually just go ahead and call Honda from in front of their desk... when they say idiotic stuff like this...

 

[GiveMeAVowel]

Originally Posted By: DuckRyder
Honda dealers are usually pretty bad, they are more interested in doing a "courtesy inspection" so that can try to sell you stuff than actually fixing a car. (Unless it is Mel at Kuni in Denver, in which case he's only interested in his chicken biscuit).

I usually just go ahead and call Honda from in front of their desk... when they say idiotic stuff like this...


That would be hilarious, if it wasn't so true....yet all you ever hear from the Dealer Associations is the whining claiming they care so much about the customer and their complete satisfaction at all times, as well as doing the job right the first time....what utter bull poop!

 

[AirgunSavant]

My local Honda dealer for which I now dumped would cry like a baby if you tried go get a fair deal on a car. They honored no buying services and acted like they were doing you a favor by just talking to you.

When I pass their dealership I look the other way.

 

[GiveMeAVowel]

Originally Posted By: AirgunSavant
My local Honda dealer for which I now dumped would cry like a baby if you tried go get a fair deal on a car. They honored no buying services and acted like they were doing you a favor by just talking to you.

When I pass their dealership I look the other way.


I hope you told your family, friends, and co workers NEVER to patronize the place either?

There's nothing more a $tealership hates than bad word of mouth that takes money out of their hands...I always live by this...if you jerk me around and play games with me, I don't have a tantrum at the store, I walk out with a simple goodbye and a fiendish smile on my face...and simply state on the way out in a neutral tone of voice "I am going to tell every single person I come across from now on verbally, and through social media, about the sleazy business practices you operate with."

Usually the look on their faces is priceless. They know it will cost them tens of thousands of dollars.

 

[sasilverbullet]

Take it to another dealer, quickly!