HONDA MALAYSIA: My Ridiculous HONDA Experience

SKIP TO HOW IT ALL BEGAN IF THE FOLLOWING BORES YOU...HOWEVER YOU MAY STILL NEED TO READ IT TO UNDERSTAND WHY THE MATTER OF FRAUDULENT QUALITY AROSE

Question: When you sell a product with obvious quality issues that are inconsistent with your Brand standards, is it fraudulent?

PRELUDE

Beginnings

Honda Motor Co., Ltd. was established in 1948/9 and its Headquarters is located at 2-1-1 Minami-Aoyama, Minato-ku, Tokyo, 107-8556, Japan.

Message from Takahiro Hachigo, President and Representative Director Chief Executive Officer

In order to continue to be a company society wants to exist,

Honda aims to become the “power” that supports people around the world who are trying to do things based on their own initiative.

Ever since its foundation in 1948, Honda has been making continuous efforts to offer various kinds of value as we strive to help people and create a better society through our own technologies, ideas and designs. The starting point of such efforts is our desire to “help people and society” and “expand people’s life’s potential.”

The underlying basis of such efforts is the concept of “Respect for the Individual,” which is a part of Honda’s Fundamental Beliefs. We always put “people” in the center of our thinking, and we believe in the potential of people. That is the nature of Honda, and that is why Honda wants to be a company which becomes the “power” that supports people around the world who are trying to do things based on their own initiative, including those who are taking on challenges and trying to bring about positive changes for themselves and for society.

As a result of various efforts we have been undertaking with such passion, in 2020, Honda delivered attractive products and services, pleasing a total of approximately 25 million customers around the world, combining all of our businesses including motorcycles, automobiles, life creation (power products), aircraft and aircraft engines.

As this number of customers indicates, Honda is the world’s largest engine maker. That is why “decarbonization” is an important mission Honda must fulfill as addressing environmental issues is becoming an urgent challenge facing the world.

Based on this belief, Honda set an ambitious target and began initiatives to realize carbon neutrality by 2050. Including the introduction of the new “Honda e” electric vehicle in Europe and Japan in 2020, Honda will accelerate electrification of its mobility products. At the same time, we will strive to realize a “zero environmental footprint” through our initiatives in the area of manufacturing, such as the utilization of renewable energy and recycling of resources.

Another important challenge the mobility industry must take on is the realization of a collision-free society. As a company which develops and sells both motorcycles and automobiles, Honda must strive for the realization of a society where everyone sharing the road can enjoy mobility with total peace of mind. To be more specific, Honda will strive to realize “zero traffic collision fatalities by 2050.”

To this end, Honda will further advance and popularize Honda SENSING, including the introduction in Japan of Honda SENSING Elite which features advanced technology qualifying as Level 3 automated driving equipment.　This represents a new step forward in the area of advanced safety technology. Moreover, Honda will work toward “zero traffic collision fatalities” from both the software and hardware perspective, including the development of technologies which connect motorcycles and automobiles and the advancement of traffic safety educational programs, especially in newly developing countries.

Honda will continue taking on new challenges to serve as a source of power for people who are trying to do things based on their own initiative and to continue to be a company people and society want to exist into the future.

The Honda Philosophy

The Honda Philosophy consists of Fundamental Beliefs (including "Respect for the Individual" and "The Three Joys"), the Company Principle, and Management Policies. This philosophy is not only shared by all associates, but also forms the basis for all company activities and sets the standard for the conduct and decision-making of all associates throughout the Honda Group. Driven by its dreams and reflecting its values, Honda will continue taking on challenges to share joys and excitement with customers and communities around the world to strive to become a company society wants to exist.

The joy of buying is achieved through providing products and services that exceed the needs and expectations of each customer.

NOW BACK TO THE MAIN STORY, How It All Began

Consumer Alert - Fraudulent Quality of the 2021 Honda BRV

At the time of this writing, 5 months have passed and Honda Malaysia has yet to resolve the FEW remaining issues that I painstakingly listed for their action, a list with over 20 issues that is not acceptable for a new car let alone a HONDA. I've also sent them several e-mails from start.

In December 2021, I received delivery of the "brand new" facelifted 2021 Honda BR-V V variant from Honda Malaysia’s dealer in Kepong.

The experience since then has been very tiring and extremely stressful because the one would never have expected a Honda vehicle to have so many flaws and defects. 

To top it off I was told by their Customer Relationship Department that Honda vehicles have all "undergone research and testing" which implies that my concerns are improbable. However, I do not think when there is MORE THAN ONE or two or more issues at the same time that it’s coincidental.

Is it because Honda now manufactures its vehicles in Malaysia under partnership with DRB-Hicom, or is that coincidental as well? 

Because this is a HONDA and all, I feared that perhaps their 1-year CEO at that time, Ms. Madoka Chujo was not aware of the quality problem ALTHOUGH no matter how unlikely it be, given the fact that Honda Malaysia has been selling the Honda BR-V for years now and are still marketing the old model as the 2022 Honda BR-V. For the record, the manufacturing plate on my Honda BR-V is stamped 2019. 

SO, I wrote to Honda Malaysia's CEO Ms. Madoka Chujo to seek a written reply acknowledging the problems with their quality and to receive assurance that they will reasonably fully make good all the defects and flaws identified to date without any further delay. At first they ignored this request and I had to repeatedly push for the reply. Some time later, I also started to copy the Kementerian Perdagangan Dalam Negeri dan Hal Ehwal Pengguna AND the National Consumer Complaint Centre when Honda Malaysia appeared to be unresponsive.

The problem with my Honda BR-V also prompted me to inspect other Honda BR-Vs and I was shocked to see the same lack of quality and finishing. This led me to the conclusion that Honda Malaysia has issues that concern their overall quality of operations, procurement, and complaints management.

The problems identified with this vehicle included the following,

    A. Point of Delivery

1. Rear Right Mudflap missing a screw,
2. Poorly fitted armrests, Front Passenger and Rear Right Passenger, and
3. Interior plastic panel scratch.

    B. Over the Course of Use

1. 2nd Row Seats that rattle over bumpy roads,
2. Door panel rattle - Door Lock cables were not insulated properly,
3. Dashboard rattle - Glove Box loose,
4. Dashboard rattle - Meter gauge surrounding panel,
5. Deformed door stud hole at the Rear Left Passenger Door,
6. External fumes and dust in cabin - Fresh Air/Recirculation Lever Cable loose,
7. Bad road/traffic noise insulation - later told by the dealer that there is zero sound insulation material in all the 4 doors,
8. Door Frame Rubber Seals, only 1 fitted nicely while the other 3 were either ill-fitting and/or torn beyond the machine press mark,
9. Dropping Coolant Levels - failure to bleed the air in coolant system prior to delivery,
10. An A/C system in Cabin that makes a cracking sound each time the plastic parts expand and contracts which is quite "unheard" of (at most I had a Perodua with an A/C that hissed each time the DVVT kicked in!),
11. Finger-wide Gaps between the Carpet and plastic side panel trims at the Rear and Front Passenger sides - missing were the carpet liners to raise the carpet at those areas,
12. Car Jack scratched even before use - due to design of the Jack Receptacle which has unprotected prongs that scratch the Car Jack each time it is installed or removed,
13. Bonnet freeplay
14. Rear HONDA emblem freeplay
15. Ill-fitting plastic parts that creak at Windscreen and Side Mirrors,
16. Mold/Debris under the Infotainment touch screen,
17. Driver’s floor mat with eyelets that do not fit the floor studs, and
18. Horn Pad with imperfect surface smudge marks.

Ok, I get it. The Honda BR-V creaks and rattles like an old car!

I wanted Ms. Chujo Madoka to acknowledge the issues raised as I thought they would never have otherwise be brought to her attention. And, after serving one year at Honda Malaysia as Managing Director and Chief Executive Officer, Ms. Madoka Chujo will be handing over the reigns to Mr Hironobu Yoshimura. Will this be boon or bane?

What else if not fraudulent quality when the Honda BR-V is plagued with,

1. Low Quality Parts;

2. Design Defect/Flaws; and

3. Manufacturing Defect/Flaws.

When Ms. Modoka Chujo failed to reply, I stated my expectations for a HONDA product and that included the need for correspondence to record for reference all that has transpired:

Statement #1 

Corporate governance dictates that whoever the email is directed to should at least receive a copy of the same, especially more so when it reflects on the good standing/reputation of the company/brand and to determine whether a review/audit is necessary on aspects regarding procurement, manufacturing, and delivery of the finished product. It is abnormal for an established brand such as Honda to deliver anything less than is expected of it’s reputation unless such standards are common and within “specifications”. For the record, the Customer is not requesting for a 1 for 1 replacement of the affected vehicle; rather is only requesting for swift action to make good the identified issues to date.

Statement #2

THAT time and time again it was reiterated the need for written communication, and that the simple request was ignored - with the exception of an email received on 22 February 2022 with an attached PDF bearing the acknowledgement letter dated 18 February 2022 from Ms. Madoka Chujo in response to the complaints of fraudulent quality.

Statement #3

THAT HMSB’s Honda Dealer was not included in any of the earlier correspondence as they are not accountable for problems arising from differences to the specifications or standards applied to this vehicle.

Statement #4

THAT the verification exercise carried out by HMSB's Honda Dealer on 25 February 2021 would put an end to the excuse that the issues raised were not attended to earlier as HMSB was informed.

Statement #5

THAT it is unreasonable for the CRD Officer to neither accept a request to speak to his immediate superior, nor handover the complaint file to another CRD Officer for better management. 

Statement #6

THAT a simple “Within Specs” statement response raises further questions to issues raised, e.g. Gaps between the Plastic Side Panels & Fittings to the Floor Carpet are “within specs” which was allegedly based on the Service Manager advice (which the Service Manager has since denied after clarification). Untruthful?

Lastly, quoting the words of Honda’s Founder, Soichiro Honda: “Machines never lie. Success will always come if they’re really good. So let’s show the world what we’ve done. Then they can see the real Honda!”

Unfortunately, the real HONDA experience is bad.

I believe that HMSB is responsible for the design, manufacture,

production, marketing, and delivery of this vehicle, AND THAT HMSB

must comply with the international HONDA standards for quality

and significantly act professionally and ethically to amicably and

speedily rectify the spate of issues that still plagues this vehicle.

I also believe that I may not be the only person in this situation as

there are others who have similarly encountered the same issues that I

have with this vehicle.

However, I have lost all confidence in Honda and hence this article...

What Every Malaysian Should Know

Know what you are complaining about and the correct authority tasked to enforce and investigate.

This is actually quite useful and I gleaned if off the MCMC website. In case there are those of you who do not know what the MCMC is and represents, do click the link to their website.

For example:

I was driving under the DUKE2 flyover when splatters of concrete mix hit my car from above. I ended up with a scratches and stains on my car's paintwork.

What I should have done immediately was to lodge a police report, instead of attempting to wash off the concrete mix. (threat to life/property)

So far, I've only written to the Public Works Department and DUKE2. Let's hope they reply soon. If they do, I'll post a comment immediately.

Saga BLM Steering Wheel Removal (How To)

The title translated to Bahasa Malaysia: Cara Buka Stering Saga BLM.


As with again, there is so little online information when it comes to Malaysian matters. Hence, this post...


Firstly, a great thank you to the good people at Proton.

For the longest time, I've had an annoying rattling emanating from the steering wheel of my Proton Saga BLM.

Warning: Do not attempt to pull out the steering wheel cover!

After failing to find any useful information on this subject, I decided to try my luck at removing the steering wheel cover to find and hopefully fix the cause of the annoying rattle.

Here's why you shouldn't pull out the cover, as is: The steering wheel cover is firmly attached to a backplate by plastic push in self locking pins. If you attempt to pull it out by force, it'll only result in broken pins and a costly replacement of the whole steering wheel!

A hex key, Allen key or Allen wrench is a tool used to drive bolts and screws with hexagonal sockets in their heads - the only tool you'll need for this job.



1. Remove the Horn Fuse, 4th one down on the left from the fuse box. When you open the driver side door, you'll see the fuse box at the side of the dashboard. Gently pull it open to access the fuse box. I actually used the fuse clip from the fuse box in the engine bay as it simplifies the work.

2. Using the hex key, break open the 2 screws local on the steering wheel. Do not fully unscrew! Unscrew only until you can take out the cover.

3. Gently remove the wire connector.

4. Adjust the screws at the 3 spokes of the cover. For some reason these screws are not secured with any lock thread and will loosen over time and the cover will rattle!

After adjusting the screws to NO free play, I didn't have any lock thread and used auto silicone sealant over each protruding screw to hopefully "lock" them in.

Reinstall the cover in reverse manner of steps explained above.

Enjoy and don't forget to thank Proton!

P/S: I also noticed a missing screw (see if you can spot it) where the steering wheel connects to the column...OMG!

What To Do When DBKL Makes A "Fine" Error, DBKL Salah Saman

Foreword: A Compound, Fine, Saman, or whatever you wish to call it must always be paid promptly - DO NOT ACCUMULATE! It'll only gather "interest" that's not in your favor.

Not many people love to be wrong but will still pretend as if they are right. That said, not many people want to be wrong and do nothing about it...

So what happens when you are wrongly accused of something that you didn't do? Do you keep mum and make amends, or do you attempt to undo the wrongful?

Here's my lesson from DBKL's Jabatan Penguatkuasaan:

Last week, I received a registered mail from the Dewan Bandaraya Kuala Lumpur (DBKL). In it was a DBKL Compound Notice for a traffic offense. I noted the date, time and "location" of the traffic offense. While it was 100% impossible for me to be there at that time, I still paid the minimum RM100 Compound at Pos Malaysia the same day.

My reasoning (only later to be told as wrong?): Never owe others and make good what you do.

Of course, I did try to call the 03-40267200 contact number stated on the Compound Notice (before making my way to Pos Malaysia) but it went unanswered.

Since Pos Malaysia could only accept payment and nothing else, they suggested for me to check with the nearest DBKL office - which I did by calling them and was given another number for the Jabatan Penguatkuasaan DBKL (JPK).

[Trust me, it's not easy finding out on the Internet things you need to know especially if it's Malaysian. For some blessed reason, whether it's something about the national cars or in this case bila terima saman DBKL salah there's a fog in the Internet cloud]

In short, what I was told:

1. Do not pay the Compound
2. Email your dispute to jpk@dbkl.gov.my
3. It's faster if you come directly to see the officer

So the next day, I went to the JPK. No parking lots at the front as told; possibly a sign of what's coming. Parked at the adjacent shop lots area for RM2. Was directed to the door next to the Kaunter Aduan. Met with the officer there (a soft spoken chap but apparently with a suspicious nature because he started with examples of how people lie to avoid the fines and etc!), to him the Compound is probably correct. Phew! Completed a Borang Rayuan and was told that if I wanted I could also make a police report but it was not necessary to give him a copy!?!

At the Balai Polis, the officer at the counter took down the details of my case and printed a copy of the Police Report. Her 2 colleagues sitting next to her advised me that since DBKL mentioned the police, a copy of the report should be given to them.

On my 2nd trip (the same day) to the JPK, I ended up paying RM2 for a RM1 parking ticket as the Parking Terminal was faulty. I truly wonder what happens to the excess money collected since it's not registered by the machine. Submitted a copy of the Police Report and requested a signed acknowledgement.

A week later, I received a call from the JPK's Proses Saman. The lady officer informed me that DBKL will refund the payment I made, but I would have to provide them with my bank account number and proof that the account is under my name vide a bank statement!?!
The next day, I went to the JPK's Proses Saman and filled up a Borang Pengesahan Maklumat and submitted it together with the original payment receipt and copy of bank statement. According to the lady officer, she cannot disclose more information on the investigation done as her role in the entire process is only to forward applications. All-in-all the entire ordeal should end within 3 months once the DBKL Bendahari transfers the RM100 into my bank account.

* no indication of any compensation from DBKL for causing the pain and suffering arising from this whole affair.

Quick Summary:

1. Decide first whether to proceed with the below by weighing if the heartache, your time and travel costs, and patience is worth more than the sum of the Compound;
2. Do not make any payment in trust/faith;
3. Do not email DBKL, especially the Pengarah who has yet to reply any of the several emails I sent;
4. Go direct to see/meet them;
5. Make a Police Report before your trip to the JPK;
6. At the JPK, proceed to the Kaunter Aduan located on the Ground Floor;
7. You will be given a Borang Rayuan Kompaun. Complete it and submit together with any other substantial proof to support your claim besides the Police Report;
8. You should receive a call from them within 7 days. If not, another visit to the JPK is necessary.
9. In the event, you are unable to resolve the problem with DBKL -- your options are to pursue it at a higher level with the Federal Territory Minister. And if that fails, to seek legal counsel and action.

WARNING: This advice is only intended for those who are 100% sure that they have been wrongfully issued with a DBKL Compound. IF guilty of the offense, pay up!

Devil on the Road : Tuesday, February 17th, 2009

At last - I shall mislead myself to believe that it is the current economic situation that brings out the worse in people. The last bit of the puzzle fell into place yesterday evening on my drive back from wonderful dusty and dirty Kuala Lumpur. On the road was a "grey" colored Toyota VIOS driven by a middle aged woman. Although it was rush hour traffic and the cars were practically inching their way ahead slower than a tortoise, this woman driver insisted on shaving closely to me in an attempt to force me off the road. I would have easily given way should she have used her turning indicators. When I chanced a look at her and gave her an inquiring glance, she looked liked a demon on the phone busily yakking away and glaring at me at the same time. I took a deep breath and allowed her to slip in. Did I say allow? I meant stopped abruptly to avoid her grazing against my car.

Now, what have people and for that matter a woman driver become?

Bright and Light is not always that obvious

Contrary to the traffic belief that motorists in general are more observant of bright and light colors, I tend to agree that it is more like a source of attraction. My car is a good light neon color and it draws IDIOTS like bees to honey. They are supposed to notice my car for the love of Malaysia!!!

There was this time an Equatorial Hotel catering lorry truck knocked into the back of my car. I was stuck in a common occurence in KL, a traffic jam, and this dear gentleman driving the offending vehicle just turned in to the road and knocked into my car. Unfortunately I was stationary all the time and couldn't avoid him even if I saw what he was going to do with cars and cars in front of me.

Traffic Log Gregorian Date 21-10-2008

I'm feeling pretty nice and perky this morning. It takes a lot to rattle o'l me from my nice morning. Bah! Had a run-in with some idiot wearing a DBKL (Dewan Bandaraya Kuala Lumpur - "Town Council of Kuala Lumpur - Kuala Lumpur is the capital of Malaysia - Malaysia is a country in Asia, located south of Thailand and just above Singapore) jacket colored red. Not that the color red drums up much passion or flares me up like a snorting bull in a prized bullfight arena, but the fact that I had stopped at the traffic light, between the MARA building and Pertama Complex, and this smart aleck (obviously devoid of brain matter) literally squeezed his way through nicking my side mirror in that frivolous act. I sounded my horn at him but instead of waving apologetically like what most motorcyclists in the bygone era of my youth used to do, he did like most modern Malaysian motorcyclist, he carried on nonchalantly without a care. Just what is it with people in Malaysia nowadays? I won't used the word Malaysians because my dear o'l country has become a gargantuan melting pot of sorts with people from poorer Asian countries making a beeline for our golden shores of opportunity (if you can call our beaches golden, that is). Things are not just what they used to be. I'm not a racist but just where are my friends that used to be a large majority and good mix of Malays and Indians? I don't think that after a successful over half a century long of having reduced British influence in Malaysia should have us now in this dreary position that we currently call Malaysian Life. Sorry. Back to the headline...now what gives a motorcyclist the right to travel in ALL directions and paths (Paths: road, pedestrian walkways, One-way streets, double line markings, in-between obstacles ie. cars, et cetera...and the list goes on). Who gives them the right to weave in and out of traffic or even hoot when a car needs to turn into the fast lane just because they are travelling right in the middle of the two lanes? What about making their way from left to right or vice versa with just a twist, at most a few, to indicate their direction --- and the mystery is just who is the smart one who brought about this change in regulation? Without the need for signal lights...

Oops! Gas station charges 35 cents per gallon

Accidental pump discount sparks 90-minute frenzy in Wisconsin...

WISCONSIN RAPIDS, Wis. - Sure, gas prices have come down lately. But to 34.9 cents a gallon?That's what Kelly Joosten and dozens of other motorists paid at a Citgo station Monday. The sign advertised $3.43 for a gallon of premium fuel, but the pump cost read $0.349 a gallon."That was amazing," said Joosten, who normally spends about $100 to fill up her 1998 Ford Expedition.

Traffic Today

I'm definitely not amazed by the quality of car drivers on the roads. We Malaysians can and are many things, and one of these is the fact that we can be and are real monsters on the road. We could wish that these people clean out the filthiest bus station latrine with their own face, if you know what I mean.

Just when things are starting to come together quite nicely and we are enjoying our sometimes smooth cruise --- Malaysia is a land of many traffic jams --- on the highways and city roads, along comes the occasional idiot who will annoy you (perhaps I should rate them on the same level as the Road Mosquito aka Malaysian Motorcyclist). They won't buzz you but they surely do annoy you.

Just this morning a Hyundai swerved into my lane from the opposite side without even giving a consideration that my vehicle was in the way. Just yesterday I did the same but I swear I really didn't see the oncoming traffic and the fact that the particular vehicle was cutting in as well from a one-way lane the wrong way didn't help either. But this moron today practically made eye contact and still went ahead.

Well the powers-that-are have created this problem that I don't see a solution, so the next best thing is to drive carefully even more and of course pray hard.

Bugatti Veyron Hermes edition

If the regular Bugatti Veyron isn't striking enough for you, how about forking another $1 million over for the Hermes edition?

Kembara a knockoff of the Daihatsu (Japan) Terios

Buy at your peril... My own account of buying a car from the 2nd National Carmaker in deary old Malaysia. First of all, I already had good experience in this field as my other car is from Proton (the 1st National Carmaker). I thought why not give it a try with another Malaysia carmaker, so I went ahead foolishly, I would say, and bought a Kembara Aero. With the cost of fuel nowadays it was supposed to be a prudent choice and good especially for in-city driving. Bull.... the mileage was anything but cost-saving. I wonder why? It was a compact vehicle (compact is an understatement) but heck what to expect from something that's handed me down from Japan. Amazing technology transfer? Nooo. So there it was, my first mini 4WD. A Terios by make and a Terios by design but with a Malaysia brand plate.

Lovely modifications...The standard bodykit was out of proportion and poor fitting. QC definitely out. A lot of plastic trimmings and uneven lines on the body panel..oh and yes, a chair that rocks. Out of the 2 years that I had the Kembara, a good deal of time was spent frantically pushing the manufacturer to take responsibility and rectify all my complaints with time spent at the factory (although they did force some poor sales manager of one of their sales outlets to let me have his "similar" Kembara for use during that time). By the end of it all, I gained a "reputation" at Perodua for being a real pain in the b... . I must also say that they moved the Customer Service Head to another department by the end of the whole hellish affair. What gives? So many questions but so little answers.

So there it is. Made in Malaysia? Think twice.