Honda Crv 2005 / Electrical Defect

Our Honda CRV 2005 suffered an electrical malfunction last December 1, 2008. It was brought to the dealer Honda Cars Kalookan and was released December 3, 2008 after a fuse replacement. A week after, the same problem occurred. It stayed in their shop until it was delivered back on December 23, 2008 with the instruction of how to replace the fuse when it busts! It did bust several times. We returned the car on January 5, 2009 with a letter to the dealer's service manager. On January 8, 2009, I was informed by the service advisor that they still could not locate the problem. I filed an inquiry and requested for assistance at the Honda Japan website on January 8, 2009. On January 9, 2009, I received an e-mail from Norimasa Matsumura of Parts Sales and Service Division, Honda Motor Co., Ltd. of Japan stating that they have forwarded my concern to Honda Philippines. I received a call from Ms. Mariene Celino of Honda Philippines Customer Relations Management Group assuring me of coordination between the dealer and the plant. But still, the problem on our vehicle could not be found! Today, I sent a letter to Mr. Hiroshi Shimizu, President and General Manager of Honda Cars Philippines, Inc. requesting assistance to our problem. Now where do we go next?

Following are content of my e-mail correspondences with Honda Philippines:

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December 19, 2008 (Filed at Honda Philippines web site)

Dear Sir,

May I bring to your attention my vehicle, a CRV 2005 with plate no. XRB-194 which was purchased from your company. Said vehicle suffered an electrical malfunction on December 1, 2008. A Honda mechanic which went to our house that nit advised us that the vehicle be towed the next day to your shop in Kalookan. On December 3, the vehicle was released while the SA advised us to observe the car's performance. A week after, the car malfunctioned again. Mechanics then went to our house to bring the vehicle to your shop.

Through constant updates by the SA, I was informed that the module of the car must be tested by replacing said module from another vehicle to determine if our module was defective or not. It has been a week since and still the SA could not find a module to test on our car. I have suggested through text that your office should request from the Honda plant a similar module so that if a same problem occurs, there will be a module to test on.

We are in badly need our vehicle as we also use it for deliveries in our pastry business (Mita's Bakeshop http://mitasbakeshop.tripod.com ). Ever since we bought this vehicle from your dealership, we have been satisfied with your after-sales service. In fact, I always give the highest satisfaction rating whenever I am called for a feedback after every service. But we do need our vehicle specially this holiday season. We hope this request to expedite the repair of our vehicle reaches your good office with your immediate response.

Thank you very much.

December 22, 2008, 4:45 pm
Reply from Ms. Mariene Celino of Honda Philippines Customer Relations Management Group:

Dear Ms. Cinco,

Good day to you!
Thank you for bringing this matter to our attention.
We understand the inconveniences this has caused you and we sincerely offer our apologies.
As part of our initial action we will closely coordinate this with Honda Cars Kalookan to gather all pertinent
documents of your unit and we will also check with them the status of your unit.
Rest assured that we will do our part together with our dealer in addressing your concerns.
Best regards,

Our reply:

December 23, 2008

Thank you for your reply and attention. I called up the Hondakal SA to follow up on the vehicle repair and was told that the "electrical module" of the CRV was the one malfunctioning. However, I was told that there is no available part replacement and they have to look for one in other dealers or the plant. I am just wondering why that module became defective when the CRV was bought only last 2005. Further, the module I was told was sealed, so how come it malfunctioned when the car is only 3 years old? Is this an inherent defect of that model (CRV 2005 2.4 Automatic). We have bought cars from other makers for the past years and this is the first time we have encountered a major electrical defect in a three year use. This is the first time too we bought a Honda. We hope to be enlightened on the car's problem or defect. Meantime we have to suffer the inconvenience of not having our vehicle this Christmas season.

Succeeding e-mail letters we sent to Honda Philippines:

December 24, 2008

My CRV was delivered this afternoon. However, I was advised by the SA that after an out of town road test, my car performed well with the same "electronic module" in place. No replacement was made since the fuse which got busted before did not break. I was also advised that replacement fuse has been marked should the same incident occur again. I will have to make the replacement myself if the car experiences the same trouble. This got me worried because I was not given the assurance that my car was fixed! In spite of the 12 days it spent in the shop, the mechanics could not figure out what the trouble was. Now I am left hanging and worried that the same problem might occur again. This situation limits my movement to around the city and not out of town.

I am very disappointed on the service given my vehicle. Much more how it was returned with no assurance that it will perform well. As a consumer, I feel I have been betrayed by Honda Philippines and its dealer Honda Kalookan. With this, I have to find ways to protect my right as a consumer.

December 27, 2008

For matter of documentation, I am sending this e-mail. After the vehicle was returned on December 24, my driver used vehicle last night and experienced the same problem when the car's fuse got busted again. After replacing the fuse, he was able to drive the car back home. I need not explain further the inconvenience we are experiencing with the kind of service given to my vehicle by your company which places customer service way below the consumer's rights.

December 27, 2008

Out of curiosity, I read the owner's manual and read FUSE section (Under-Bonnet Fuse Box). I was advised by the SA that the fuse that kept on busting is the "Drive By Wire (for 2.4 engine only)" fuse. However, the fuse pointed to me to be replaced when it busted is fuse #8 which according to the manual is "Not Used"! Is this negligence in properly diagnosing the car's trouble? Or just a way out of not knowing what is really wrong with the car. Further, the manual said that should the same fuse keep on busting even after being replaced with the same capacity, there is serious electrical problem and must be brought to a technician/service shop. Where do I go now when your technicians can't even properly diagnose the trouble?

December 28, 2008

Around 7:00 p.m., I was driving the steep parking of Shangrila mall when the fuse busted twice! The moment I stepped on the gas shifting to 2nd gear, the fuse busted and I was left hanging at the steep driveway of the parking lot with motorist at my back waiting. I replaced the fuse, got busted again on the next level, then replaced it again. What a total inconvenience and embarrassment!