I'm writing to express my dissatisfaction and disappointment with the service center HONDA IMAVEST SDN BHD (4S Centre) and Honda Malaysia over an issue that happened in many months until today.

a) IMAVEST service advisor: BRYAN
b) IMAVEST aircon technician: JEFFERY
c) IMAVEST supervisor: PEPPER (who claimed himself as Supervisor)
d) Honda Malaysia in-charge my case: NASRI

My Car: Honda City 1.5L (E) i-VTEC 2014

This is a serious complaint regarding the IMAVEST service center (the nearest to my home base area). This complaint is initially made due to my car’s aircon is making whistle noise which occurred constantly even after the car aircon blower had been replaced on the date of the repair/fix appointment. I've been told by BRYAN to make another appointment (1st appointment leaving my car there for 4 days) for further inspection and fix. Of course, I can accept the condition to leave my car at the service center. After the fourth days, I received a call from BRYAN told that my car was ready to take. I was happily waiting to take my car from the service center, but I noticed that the problem has not been resolved. During that time, BRYAN refused to assist further when I tried to ask him whether technicians have done a proper investigation and fix. On the contrary, he directly insists said that he couldn’t listen to the whistle noise there. His tone shows he is rejecting to fix my car's aircon whistle noise and he even asked me to make a complaint to Honda Malaysia if I am unhappy with it. I indeed truly disappointed that IMAVEST having a poor and low service advisor which answers to the customer in such as unhelpful way and expected to close my case quickly without resolving the issue. This is a serious problem where Honda service center could solve by just performing a fundamental part replacement, but they completely failed in troubleshooting and problem-finding the cause. Still, BRYAN had spoken to me "We are technical professional, no worries!", and what it turns out to be? A bunch of lies and poor technical knowledge are what they’re having right now. I even completely fed up with such a low-class service. In such a situation, it was my inevitable 1st time to directly contacting Honda Malaysia over this mentioned issue, I urge NASRI to investigate this matter transparently and to follow up my complaint until it is resolved.

NASRI told me that there could be the Honda Malaysia discussion with IMAVEST or other internal parties based on early and recent issue in a few days later (it has been very long records from the last year 2018 till present, the whistle noise was yet failed to resolve), and advised me to make the 2nd time appointment with at least more than one technician or any of non-technical staffs to do a listening test on my air-con’s whistle noise. NASRI statement “If listeners said whistle noise free, then the case will be closed”. In the appointment day, I was with JEFFERY to test the noise. Finally, he admitted that it was an abnormal noise, therefore the invoice remarked: “…… send report to HMSB for approval”. The final inspection results prepared by JEFFERY and PEPPER submitted to the Honda Malaysia for solution assistance.

A week later, I’ve been informed to make 3rd time appointment with IMAVEST. So, I agreed with the next appointment was made to leave my car for 4 days to fix the mentioned issue. Over the fourth days, BRYAN contacted me stating that my car was ready to take. On the phone, I asked him whether the car has been fully resolved or the issue persists, but I have been rejected to ask more questions about it and just wanted me to come to IMAVEST and perform aircon noise test. Apparently, BRYAN had not even been confirmed the issue was fully fixed and then asked me to take the car again. OK fine, I’ve to go there and have a look at my car problem status. Making a long story short, I was really upset that the problem was still there when I came to test the aircon noise issue with BRYAN and he said that “didn't hear any whistling noise”. I suspect that he was trying to lie on his own listening or have had a limited listening problem. Then, he was asking PEPPER to attend the aircon noise testing with me when I repeatedly said the abnormal noise constantly. With no limited listening problem from PEPPER has confirmed that the abnormal noise could have listened very clearly even when being replayed from the recorded video clip (using his smartphone to record it) we could listen to it clearly. I spoke to PEPPER that the part had been replaced with no deep inspection, never ever, and they obviously didn't figure out the root cause to cure it. Hence, there was an invoice remarked: “…… send techline to HMSB for assist.” and a report sent by BRYAN to Honda Malaysia (might be enclosed with latest video clip recorded by PEPPER on June 2019) for the further solution.

On 1st July 2019, BRYAN told me that Honda Malaysia couldn’t solve my aircon whistle noise issue as “It is NORMAL” and found nothing, so they could close my case with no further solution. What? Is this Honda professional service after the sales? Have they (those are kept saying it’s normal) been a serious look into the aircon noise issue physically at the service center? JEFFERY and PEPPER insist admitted and proof that it was an abnormal noise. Why the Honda Malaysia mentioning it is NORMAL? Do you mean both JEFFERY and PEPPER are liar regarding the abnormal noise, and what's wrong with you recently – Honda Malaysia? After my statement, you're quickly brushing off by saying that “it is NORMAL” because no whistling noise found during the investigation and insist to close my case.

I can tell that this is a great lesson for us that if a Honda car is not able to resolve, be CAUTION! they (including Honda Malaysia themselves) will give up on the customer case and will tell you “It is NORMAL, we don't see whistling noise exists, that’s all we can assist you”. I don’t really understand how BRYAN can describe “We are technical professional, no worries". It is kind of low service quality, limited knowledge of technicians and the unsolvable whistle noise issue throws back to their customer (me) by giving a shit reason “It is NORMAL, we cannot do anymore”. NASRI said that it is a very difficult issue for them to solve the whistle noise so the last statement he came out with "According to various reports and dealer discussions, we declare that it is NORMAL". This is such a bad statement and service showing poor integrity displayed by Honda Malaysia and IMAVEST. It has tarnished Honda brand to the max. Ironically, this is the direct response from the top best rank of professional Honda Malaysia service and considered to be their best response to their customer complaint.

I’m very dissatisfied and disappointed in dealing with BRYAN and NASRI pertaining to my aircon whistle noise issue. As a service center, the level of trust that you displayed went straight to the drain. I can no longer trust this service center even though it is one of the most convenient service center closest to my home based in Selangor. The attitude of BRYAN service attendant was unacceptable!

I indeed hope that the top management can give serious attention to my case. I'm really waiting for Honda responses (email or contact me) regarding this issue.

Thank you very much for your kindest understanding and consideration.

Danny
HP: 0126249093
Email: [email protected]