Norton Way Honda... WTF?

[manisandher]

Sorry, I've just got to vent my frustration a little...

Ordered the parts for a clutch replacement (with only 22K on the clock - I know, shocking) back in January. Took car into NW on Monday morning. Heard nothing until yesterday afternoon, then was told that there's some scratching on the flywheel and would I like a replacement? And if so, I'd have to leave my car there until the flywheel arrives from Japan as it's on back order. After a bit of questioning from my side, it transpired that the service technician doesn't actually think it needs a new flywheel, but they were just asking me out of courtesy. Out of bloody courtesy!

Anyway, I hadn't heard anything else up until 2:30pm this (Thursday) afternoon, so thought I'd give them a call. Got through to Luke. He said that my car was on test drive and that he'd call me back in 5-10 mins time. An hour later, having not heard anything I thought I'd call him. Turns out he's on his lunch break.

Now, I'm about 2 hours away from NW, so I need to leave PDQ if I'm going to collect my car today. I asked if there was anyone else who could give me an update. I was told categorically that there was no-one else - only Luke could provide me with an update on my car. I asked to speak to Bryan - he's on holiday. Asked to speak to the manager - unavailable.

So, I'm leaving for NW right now, not knowing the status of my car. But rest assured I'm going to give hell to whomever tangles with me there.

Will be back with an update...

Mani.

[havoc]

:goes to get popcorn: ;o)

More seriously, they're a main dealer - typically they've a few decent people and a few jobsworths, and if you're careful you can make sure you only deal with the decent ones, but it doesn't always work out like that...

[britlude]

hope it gets sorted....

feet up and peanut M&Ms ready (don't like popcorn!)

[Senninha]

Guessing h'se taken the long route back to enjoy the new clutch ... (he says, looking on the bright side) ...

[havoc]

Either that or he's been out burying the bodies all night...

[NSX100]

While awaiting Mani's return with breath bated it does give rise to a niggling worry. Mine is off to the main Honda dealer in Aberdeen next week for a routine service - I have used the impeccable Kaz in the past but unfortunately I can't justify the return trip to Bucks from the Great White North for a service much as I would like to. They were very helpful on the phone so let's see what transpires. It's the first time.

[flyingsniffer]

At the end of the day, they are a dealer. I try and deal with Michael as he seems to have a grasp on reality, unlike many dealer facing service staff.

Mine was in for a service last week. I did ask them to have a look at the driver's window which was sticking, but said I didn't want to spend a fortune (fearing a total strip down and lube, which I'd do myself albeit reluctantly). Turns out it was a loose wire from the electric mirror jamming the mechanism - charge was £38. Good service!

We do get a reminder how lucky we are when we put it in for an annual service, MOT and a few defects to be rectified and we still end up with a bill of less than £400.

NSX100 - personally, I'll keep putting the car into Norton Way for a service, even though Kaz is looking at mine later this year and is only an hour away. The Honda stamp in the logbook will count for a lot more come disposal time.

[manisandher]

Haha. Well, here's what actually happened...

Before leaving, I called Honda UK to see if they could help me. They called NW and then told me that someone from NW would definitely call me within 5 minutes. And indeed, within 5 minutes I got a call from Luke saying that my car was ready. This was at 4:25pm.

Ordinarily it takes me 1 hour 45 mins to get to Norton Way, if the traffic is good, so I really wasn't confident I'd make it before the closing time of 6pm. I stretched the little Jazz's legs, so to say (staying well within the law, of course) and was lucky to have reasonably free flowing southbound traffic on the M1 (northbound looked absolutely horrible), albeit averaging only 60 or so mph. In any event, I arrived at NW at 5:50pm. Phew.

Took a deep breath before entering and couldn't see Luke (apparently the only person at NW who could have given me an update on my car) anywhere. Sat down with another cust. services rep and did the paperwork. When Luke finally appeared, he had my car keys in his hands and handed them over with a big smile. I stood up and asked him why he hadn't called me after we spoke at 2:30pm, when he promised he would do so in 5-10 mins' time. He said he was too busy with other customers. In a rather firm voice, I told him that this was disgusting behaviour towards a customer, and asked him whether he really thought this was acceptable considering that I had a close-on 2 hour drive to collect my car. At this point, I was then approached by NW's Group Quality Manager who took me aside a heard out my story. She apologised for what had happened and seemed genuinely interested in putting things right. She gave me her card and said to call her any time. I'm not sure I will because I can't see what good could come out of it now.

But on the plus side, Senninha was right, I had an incredible drive home - actually the best drive in my 3 years of NSX ownership. The clutch is super, super smooth - much lighter than before and not a hint of judder on launch. And since putting on a new set of Yokohama AD08s and getting the alignment sorted out by Kaz last year the car has felt so planted on the road and really gives you the confidence to throw it around. Yep, I peeled off the M1 and took the A45 route home. Had a bit of fun with a '55 Civic Type-R - not sure if he was pushing fully (suspect he was), but I was surprised at how much quicker I was.

All in all, I'm a very happy bunny... now. The car is totally, totally superb to drive. And ready for me to take to Kaz's place in a few weeks' time for a few bits and pieces to be done.

On a final thought... I really think Honda need to up their game before the NSX 2.0 launch in the UK at least.

Mani.

[mjames75]

Dealers for you! Glad the clutch is sorted, I always request my car is not washed and not taken on a test drive!

[manisandher]

Thanks Mike. Yep, I never get my car dealer-washed. But on this occasion, I think a test drive was unavoidable seeing as they had to test the clutch. Looking at the clock, it seems they only drove 1-2 miles.

Overall, not sure what I think about NW now. They've obviously done the clutch properly, judging by driving the car. And the customer service up until Wednesday afternoon was fine - nothing to write home about, but fine nevertheless. But I just can't help feeling that I would only ever receive bog-standard-level customer service from any Honda dealership. I mean, my daily driver is an Audi Q3, and the level of customer service I receive from my local Audi dealer is a quantum leap over anything I've ever experienced from a Honda dealership in the UK. Maybe my expectations are higher than they should be simply because it's an NSX...

Mani.

[flyingsniffer]

So.....

-you didn't get a call back but the customer services manager took the time to hear your story and (perhaps) will do something about it
-they asked if you wanted a part that is technically damaged, replacing (it's possible that the scored flywheel will decrease the life of your new plate. If it wears prematurely now, it's down to you, old chap)
-they fixed your car OK

...but you're still grumpy? Wow!

Try buying a Land Rover. I've just paid c£80k of hard cash for a new Range Rover and they treat you like s**t, from the sales team to service. Compared to them NW is on a pedestal.

[Nick Graves]

Michael used to work for BMW, so maybe that explains his professionalism. Didn't charge me for re-connecting the inside latch on the Regendo door, which was nice.

I think they've generally got used to me being a fussy bưgger, but often the call-back doesn't happen if they are over-stretched, or leaves me a fun drive to get there in time before they close.

But a phone has a bell on both ends, and a phone call usually gets someone trotting off into the workshop to check progress.

[soddy]

Try buying a Land Rover. I've just paid c£80k of hard cash for a new Range Rover and they treat you like s**t, from the sales team to service. Compared to them NW is on a pedestal.

that's ridiculous, i would not be giving them that amount of money to be treated like that. i have to laugh at these companies and how they couldn't care less about their customers. i thought Tata would improve them, looks like it hasn't.

[flyingsniffer]

that's ridiculous, i would not be giving them that amount of money to be treated like that. i have to laugh at these companies and how they couldn't care less about their customers. i thought Tata would improve them, looks like it hasn't.

The product is great and suits my requirements. I'd rather put up with a bit of crap service than drive a BMW X5, Merc ML or Audi Q7. Or God forbid, a Porsche Cayenne.

I don't need to speak to the Land Rover dealer for a year, so it's hardly life or death.

[Senninha]

My car had almost 10 yrs of history with NW, I stopped using them when during a health check it was noted that the oil filter clearly hadn't been changed, only one person to service my NSX going forward

[soddy]

The product is great and suits my requirements. I'd rather put up with a bit of crap service than drive a BMW X5, Merc ML or Audi Q7. Or God forbid, a Porsche Cayenne.

I don't need to speak to the Land Rover dealer for a year, so it's hardly life or death.

sounds good that they are more reliable now and hopefully you won't have to speak to them for a year. they are a proper off roader unlike the other makes you mentioned and would be my choice too, never understood why Porsche made that wagon.

[AR]

Can we imagine Honda pulling off the new NSX at this rate? When they come up with prices our of their backside for silly little things such as:



PFKL497120
BRACKET, R. (1)
£46.58



or perhaps:



PFKL233759
SEAT ASSY., R. FR. (LEATHER) *NH188L*
£10,237.14





, then you know something is fundamentally wrong with that company.

They sell lots of cheap cars, mobility etc, to the masses and from time to time a lukewarm civic.

The old Honda is gone, they can't handle a super car.

[john dean]

When I got mine it had just been serviced ( 3 months prior to me buying) at two mills? and had regular there over the previous 3 years.
Imagine my amusement at getting a flat barely a month later and finding the wheel so corroded to the hub that I could actually sit it back on its wheel with no studs in and the wheel would still not budge! I even tried loosely putting the studs in and stopping and starting suddenly to try and get the wheel loose!

This is all because I was sooo keen to drive around with the beige spare on by the way???

In the end I had to have it recovered for a flat!!

Before I had Hondas I was a Toyota man (many years ago) and my local dealer sold me a car with 1 baldish tire, one with an egg in and two non functioning rear brakes (at all).
The sales manager suggested a 91 corolla GTi at £5500 doesn't warrant as much prudence on their behalf of ensuring it is as high a quality as other stock they have!

They only agreed to put that right after I called the dept of transport who were keen to see the car!

If my NSX had not doubled in value I would have gone to a known independent local guy but that book stamp, whether it is worth even the ink it uses, still holds a perceived value doesn't it!


John

[manisandher]

If my NSX had not doubled in value I would have gone to a known independent local guy but that book stamp, whether it is worth even the ink it uses, still holds a perceived value doesn't it!

I'm not so sure now. I used to think this when I bought mine 3 years ago. I even renewed my Honda extended warranty with the intention of getting the car serviced by Honda every year. But then I 'discovered' Kaz, who now services the car annually. (Indeed, I would have preferred Kaz to have sorted my clutch out too, but he didn't have all the necessary kit in the UK at the time.) Yep, I've forfeited my 'Honda stamps' and no doubt made my warranty void too. But I take the view that anyone who knows anything about these cars will understand that having it serviced by Kaz over any UK Honda dealer is really in the car's best interest. And quite frankly, if something covered under warranty were to go wrong, I'd still rather have Kaz sort it out (properly).

Mani.

[nobby]

dealer stamps mean very little anymore imho.
an extensive history of receipts etc from independent specialists, bills etc all account for more than a Honda stamp. certainly when i bought my NSX, the file that came with it made more interesting reading rather than the service book.

why would you go to Honda when you have Kaz etc over there?! :)

[NSX100]

dealer stamps mean very little anymore imho.
an extensive history of receipts etc from independent specialists, bills etc all account for more than a Honda stamp. certainly when i bought my NSX, the file that came with it made more interesting reading rather than the service book.

why would you go to Honda when you have Kaz etc over there?! :)

Completely agree. I just had mine routinely serviced / MOT'd at the main Honda dealer in Aberdeen without any issues. However, for anything serious I would go nowhere but Kaz. He did a bunch of work on the car after I bought it finding lots of "mistakes" that had been done in the past and rectifying them. His attention to detail is matched only by his unique knowledge of these cars. If I was buying another NSX I would ask only one question - has the car been through Kaz? The dealer stamps would be irrelevant.

[robho]

This may not work for many of you due to the location (just off the south coast, near Eastbourne), but I have had excellent service and support from Collins Honda in Hailsham.

I'll happily make an introduction to Peter Collins who is responsible for service. A decent guy, with 'old school' values.

Rob

[NSXGB]

I would not trust Geo Collins Honda with a Jazz.

Friendly service but have not got a clue what they are doing NSX wise. The NSX tech that they did have does not work in the workshop any more and I think was supposed to oversee my cam belt change last year - too many bad mistakes were made unfortunately.

It would have been good to find a reputable dealer close to home but not to be for me in this case.




This may not work for many of you due to the location (just off the south coast, near Eastbourne), but I have had excellent service and support from Collins Honda in Hailsham.

I'll happily make an introduction to Peter Collins who is responsible for service. A decent guy, with 'old school' values.

Rob

[manisandher]

I think the actual work that Norton Way have done on my car (firstly the TB/WP last year and then the clutch this year) were done to a satisfactory level, technically. But if Kaz is the reference is, then it's still a long, long way off 'excellent'.

Maybe 'technically satisfactory' is about as good as we can expect from any Honda dealer in the UK. In which case, Norton Way is probably as good as any.

Mani.

[flyingsniffer]

Even Kaz would say that his service is not for everyone. It is 'belt and braces'. A dealer is never going to deliver the same level of detail.

I'm certainly not knocking Kaz's service or intimate knowledge which is second to none - indeed, mine is down to go to him later this year.