Honda Customer Service and Wind Noise

5090 Views 19 Replies 11 Participants Last post by ssg, Feb 18, 2006

Big Al

Discussion Starter · May 2, 2005

I just got off the phone with Honda Customer Service 1 800 999 1009. The customer service rep researched her database and reported to me that NO Ridgeline Owners had reported Wind Noise problems to Honda Customer Sercvice...If you are having problems with Wind Noise...please call the above number between 6 AM and 5 PM PST and report it.....We need to report it to get a solution.......I will keep everyone up to date as my local dealer will see me on Thursday May 5 and a honda rep will be calling in a day or two.

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denvrfan

· #2 · May 2, 2005

Big Al said:
I just got off the phone with Honda Customer Service 1 800 999 1009. The customer service rep researched her database and reported to me that NO Ridgeline Owners had reported Wind Noise problems to Honda Customer Sercvice...If you are having problems with Wind Noise...please call the above number between 6 AM and 5 PM PST and report it.....We need to report it to get a solution.......I will keep everyone up to date as my local dealer will see me on Thursday May 5 and a honda rep will be calling in a day or two.

The same goes for the creaking steering wheel problem. These are two most widespread issues so far.

mayfielh

· #3 · May 2, 2005

That's funny because when I talked to Jason last week (same phone number) he told me that he has heard of this from several customers and knew it had been documented.

Sounds like they might need a better Knowledge Management or Call Tracking tool at Honda.

vertrkr

· #4 · May 2, 2005

Big Al said:
I just got off the phone with Honda Customer Service 1 800 999 1009. The customer service rep researched her database and reported to me that NO Ridgeline Owners had reported Wind Noise problems to Honda Customer Sercvice...If you are having problems with Wind Noise...please call the above number between 6 AM and 5 PM PST and report it.....We need to report it to get a solution.......I will keep everyone up to date as my local dealer will see me on Thursday May 5 and a honda rep will be calling in a day or two.

Sad but not unexpected. Most likely she's a new hire and doesn't know how to fully search the database. I know very well upper management is aware of both problems (wind & creaky wheel). However, there may be multi databases at Honda. It could very well be no owner has reported the wind noise to that line but for sure they we know at least a few have been to the dealers and they all report their issues to Honda but most likely they go to a different database.

shovelhd

· #5 · May 2, 2005

Sounds like they need a Vertrkr Version Tracking consulting special.

mayfielh

· #6 · May 2, 2005

shovelhd said:
Sounds like they need a Vertrkr Version Tracking consulting special.

Sounds like someone is looking for a Sales Rep job.

vertrkr

· #7 · May 2, 2005

shovelhd said:
Sounds like they need a Vertrkr Version Tracking consulting special.

Hehe, they're probably using some Microsoft system no one can figure out

tucsonridge

· #8 · May 2, 2005

Big Al said:
If you are having problems with Wind Noise...please call the above number between 6 AM and 5 PM PST and report it...

Just called and reported it. Got the same line you did. The CSR was unfamiliar with the wind-noise issue.

Big Al

Discussion Starter · #9 · May 2, 2005

I called my salesperson and he said the following: (in red)

We also accessed the Honda website on problems and there is nothing on there at all about the Ridgeline with known wind noise problems. Now of course that doesn't lessen your problem it just tells me that it is nothing known to Honda at this point,

That's scary ....as we are all aware of a problem in some Ridgelines....

G

· #10 · May 2, 2005

Ok..my turn.
I just got off the phone with Customer Service Rep Teresa and she said that if there is nothing noted on the Honda Service Bulletin, than it's not a common issue to Honda and it won't be until dealerships begin repairing and notifying Honda of the problems and repairs. Then a Service Bulletin is issued. She also said they do not do a query of customers who have called into Customer Service to report a problem. She said it's something they do not do. She did not deny or admit any other Ridgeline customers calling to complain regaring the issues at hand, ie: creaky steering wheel, wet floor and wind noise. She said Honda will wait until enough problems have come through the dealerships then the issues will be reviewed and then they decide if a Service Bulletin needs to be sent.

mayfielh

· #11 · May 2, 2005 (Edited)

This is kind of funny because I just spent 20 minutes on the phone with one of the Customer Concerns Managers (Astrid). She called me to follow-up on my call last week.

I indicated our concern that this issue wasn't being tracked and she was able to pull up several cases and did assure me that the Wind Noise issue was in the tier 2 review layer (customer service managers, manufacturing engineers and design techs). I guess they decide severity, is it a safety issue or engineering issue.

I gave her the current stats from our 1st thread and she was very concerned that 38% of the owners that had participated had the Wind Noise issues. We also discussed further the type and location of the noise. She also reaffirmed our earlier posting themore of you that call with any issues the more trending the managers will see and the quicker they will react to said issues.

I also suggested they have someone periodically spend some time in the forum looking at threads and participating.

In closing I don't know that I would put a huge amount of concern in the CSR information and don't be surprised if you get a call back from a manager asking for more information.

BTW - she gave me her personal extention if I have any new info or concerns that need to be shared. She aslo recommended getting your Case ID as a good reference point for future contact.

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Big Al

Discussion Starter · #12 · May 2, 2005 (Edited)

I really appreciate you guys calling. I have a case number that I will use to follow up....I will let you know as soon as I know anything......

I also taped up the window (see pic) and I still get wind noise...

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AHart

· #13 · May 3, 2005

Gee, it looks like ROC has a better data base than American Honda?

Big Al

Discussion Starter · #14 · May 5, 2005

I talked with my case manager today and she went on ridgelineownersclub.com
with me and I showed her the threads with the wind noise complaints. She was unaware of such a site and was complimentary of such a website that can aid current and future buyers. She promised to pass along all of our concerns.

I tak e my truck into the dealer on Thursday and she said she would work closely with the dealer to aid in the repair of the wind noise. I am pleased Honda is responding in a professional way and helping slolve the problem.

G

· #15 · May 5, 2005

Good for you Big Al. Way to get a response.

bliss53

· #16 · May 5, 2005

ladyridge said:
Ok..my turn.
I just got off the phone with Customer Service Rep Teresa and she said that if there is nothing noted on the Honda Service Bulletin, than it's not a common issue to Honda and it won't be until dealerships begin repairing and notifying Honda of the problems and repairs. Then a Service Bulletin is issued. She also said they do not do a query of customers who have called into Customer Service to report a problem. She said it's something they do not do. She did not deny or admit any other Ridgeline customers calling to complain regaring the issues at hand, ie: creaky steering wheel, wet floor and wind noise. She said Honda will wait until enough problems have come through the dealerships then the issues will be reviewed and then they decide if a Service Bulletin needs to be sent.

I called today and reported the wind noise issue and described that it went away when I covered the top and side of windshield gasket with painters tape. They said someone would call me back in a couple of days.

I asked if they had any report of this problem. He siad that there were no recalls. I asked if there was any tracking system for emerging issues. He said that information was not avaialble to him. He was very polite and was interested in how happy I was with all other aspects of the truck.

Big Al

Discussion Starter · #17 · May 5, 2005

Short update on my situation. Took the truck in......the dealer found a peice of trim that was incorrectly installed and repaired it....he left the ticket open and he said to try it now...have not been up to highway speed yet....so far so good.....

joe

· #18 · Jul 5, 2005

WOW!! great info, i just got a ridgeline the other day and i got the "whistle" also. guess thats why they put in a good sound system

i'll call tomorrow to complain....

windswept

· #19 · Feb 17, 2006

Please see my post under Dear Honda.

I returned my car for to Coast Honda for this problem and was told that wind noise is normal.

Spoke to Elvira at Honda customer service and reported bad service at dealership and was treated very well. Regional service rep to call me within two business days.

The service writer upset me way more than the wind noise!

ssg

· #20 · Feb 18, 2006

Big Al - you know this fix doesen't count unless you have pictures of the trim for us and directions of removal and installation of said trim, right

Glad to hear they got your wind noise at least - attempting- at sorting out too, congrats.

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