I have a brand new 2016 Civic Touring that I picked up in late May from Hamburg Honda. Two weeks ago the air conditioning stopped working, right in the heart of a heat wave. Driving back and forth to Toronto every day was not a lot of fun in my brand new ride.
Called service on 6.29 and reported the problem, spoke with John the Service Manager. Booked an appointment to bring it in on July 4 as I had some holiday time and could get it in then.
Even on the initial phone call, without seeing the car, John made a big point of how "This never happens with Hondas, it's almost always that you have hit a curb or been hit by a rock that punctured the compressor which is right up front and down low." I was pretty unimpressed at how he was already diagnosing this as a "non warranty, customer caused" problem before they had even seen the car. Especially since this would be a design flaw if it's known to cause this problem often enough for him to know about it.
Fast forward to 7.4. I leave the car with them early in the morning. About 2 pm I get a call from the service advisor. "Sorry we can't fix it, the brand new A/C machine that we have for the new coolant won't work with your car. It's from the US and their service line is closed for July 4 holiday. We'll have to call them in the morning and see if we can get the test/fill machine fixed. Come get your car and we'll call you tomorrow to set up another time this week."
So I make a second trip to the dealer to pick the car up. Most dealers I've worked with in the past would run the car through a quick wash for the trouble, but they hadn't bothered.
The service tech did confirm that they inspected the system, and there was no sign of any puncture or road damage, so it would be warranty. Remember this part in a few paragraphs.
No call on Tuesday. No call on Wednesday. I call them at 430 pm to ask for status, and I'm told they were "just about to call me". Not really believing them at this point.
Machine is still not working, they have to send it out, no idea how long it will take. Sorry.
So I ask about a loaner until they get this fixed. Loaner was out at the time but expected back in the next morning, so they would call to hook me up with it and I would drop off the Civic until it was fixed. I'm thinking I should not have had to ask... but....
No call on Thursday. No call on Friday. No call on Saturday.
Monday noon (today) I send a really upset email to my salesman Neil, and copied the person listed on the Hamburg website as the General Manager. No response from the GM, but Neil emailed back and told me he was unhappy with this and would escalate to the dealer management and especially the Service Manager.
About 3 pm I get a call from John in Service. Get to hear a long story about how much the machine costs, it takes 10 pounds of gas at $1500 per pound, the gas analyzer unit costs $5000 and seems to be broken, the manufacturer had to take it back and he doesn't know when it will be back. Not really interested in the customer's problems, just wanted to tell me about his tough problems. Honestly, by this point I don't care.
I ask about the other dealers in Niagara, do they have a working machine? "Oh yeah, we could send it to one of our sister dealers for you, but I would have to set that up." I'm wondering why it took John a week to provide any alternative but driving around in a heat wave with no AC in my brand new car.
"But they might say that it's a rock or road damage,and there will be nothing I can do about it, you will just have to pay their repair bill."...... So now we are back to talking about this being "my fault" again. I reminded John that his own people had checked the car and confirmed there was no damage... but he still seems to think it's not a Honda problem.
Oh, and he still can't confirm on a demo / loaner, could I just drop off the Civic anyways? He'll try to run it in to Welland or St. Catharines to get it fixed up after all. They would be happy to drive me home to wait for it... like this helps me get to the office in Toronto.
So here it is Monday night. Long drive home in the heat. Going to take my 2007 Chev Impala in to work tomorrow and have the wife drive the Civic down to get fixed. Air Con on the 07 Chev works perfectly even after all these years.
Pretty much regretting buying Honda now. Almost definitely a one time event after this experience.
Will update when / if they ever fix the problem.