| elmer_phudd |
I live in Amarillo, Texas, which does not have an Acura dealership. Because of this, if I wanted to purchase an MDX, I would be required to visit a surrounding city to make this happen. If you look at a map of the Texas panhandle, you will find that Amarillo is smack dab in the middle of Dallas, Oklahoma City, and Albuquerque...all of which are 350 to 400 miles away. I purchased my MDX in San Antonio while I was down there on vacation. Before I purchased this automobile, one of my main concerns was where I would get warranty work performed. I was assured by the Acura sales person that all authorized Honda dealerships were certified to do warranty repairs.
For the last couple of weeks, every time I turn my A/C on, a really foul odor is present for about 20 seconds. I took my MDX by the Honda dealership for advice and was told that before they could even look at my MDX for anything pertaining to warranty work, they would need authorization from Acura. I called the service department of the dealership where the car was purchased and was told by the service manager that ONLY Authorized Acura dealerships could do warranty work on this vehicle! I explained that the nearest Authorized dealership was 350 miles distant, and that I didn’t have a couple of days to take off anytime this car needed warranty work. The service manager, who was very helpful, talked to his factory rep. for guidance and thought that maybe an exception would be made this rule due to the circumstances. I was unavailable all weekend, but when I returned I had a voice message on my phone telling me that the factory rep. would not make an exception to let me have my MDX worked on at the local Honda dealership. I don’t know about you guys, but I think this decision by Acura is totally unacceptable! I would have had reservations, and most likely not purchased this automobile had I NOT be told by my sales person that Honda would be able to perform the warranty repairs. :confused:
What do you think I should do? I need some help here. How many of you have an Acura, but live 6 hours form the closest dealership? What happens when they need to keep the vehicle more than a day? Any trip for me would be at least a couple of days…if they have the parts, and if they can get on the repairs right-a-way. I am totally frustrated and because of stupid rules like this…boy, this is making me angry! :mad: :3: |
|
|
| xcel |
Hi Elmer_phudd:
___I am by no means qualified to add anything to this thread other than it sounds like a typical Acura response from all I have read. They just keep digging themselves in deeper and deeper.
___I would start by calling the rep myself and move up the chain of command until a satisfactory arrangement is forthcoming. The dealer should give you the reps number for a direct conversation given the circumstances … If the final answer is no, I would make darn sure that dealership has a loaner (preferably another new higher end Acura) ready to go. Take the X in, let them fix whatever is wrong with the A/C and bring back the loaner in two or three week’s time with 2 – 3000 miles added to it! It is unfortunate that it isn’t the district reps personal automobile that you will be placing all of those wasted miles on is all … I do wonder what the Acura rep does with a broken down (under warranty and emergency service still in tact) Acura in your area? If he says they tow it 400 miles to the nearest Acura dealer and back again, than maybe that is what they should do for you as well? This is an extreme case and I don’t mean to be flippant but make sure you mention this as a comeback just in case he says no again. I have a feeling they would tow the broken Acura to the nearest Honda dealer and have them fix it without giving this situation a second thought.
___Please keep the many of us future MDX owners informed of your situation since this will be quite an interesting look at Acura’s customer satisfaction plans both today as well as into the future.
___I wish you the best of Luck.
___Wayne R. Gerdes
___Hunt Club Farms Landscaping Ltd.
___Waynegerdes@earthlink.net |
|
|
| texrb |
quote:
Originally posted by elmer_phudd
I live in Amarillo, Texas, which does not have an Acura dealership. ..................Before I purchased this automobile, one of my main concerns was where I would get warranty work performed. I was assured by the Acura sales person that all authorized Honda dealerships were certified to do warranty repairs. .........
I am not an attorney, but I think you should call the owner of the San Antonio dealership & explain what has transpired with Honda & that you wouldn't have bought the MDX if you knew it couldn't be serviced locally. A reasonable solution would be for a refund of your purchase price (less some $$ amt for the mileage you have on the MDX). Perhaps you could then buy a Pilot at a local Honda dealer.
Be prepared for the Acura dealer to flat out refuse to do this, and argue that "you bought the MDX knowing there were no Acura dealers in Amarillo & basically tough luck for you!"
If I were you, I would check with a local attorney to see if the verbal representation by the Acura rep constituted a contractual obligation on the part of Acura to ensure local service. Try the "nice guy" approach first, but be prepared to get tough if things don't work out initially
Good luck.
I would also call Acura's customer service rep & open a case file - if the Acura dealer gives you the brush off. |
|
|
| BaldEagle |
My closest Acura dealer is 1 hour away. The Acura dealer that I purchased my MDX from is 4 hours away. A Honda dealer is 5 minutes from my home.
I was told by my purchasing dealer that a Honda dealer could do warranty service on the X. As of this date I have had no repairs/service necessary on my X.
I am also interested in hearing if any other MDX owners have had a Honda dealer do warranty work. |
|
|
| hondacuraworld |
Sounds like the salesman told you a lie, or just didn't investigate it properly.
Several reasons why a Honda dealer cannot perform warranty work on an Acura:
1. They cannot order Acura parts
2. They do not have Acura service manuals
3. Even though they are basically the same company, the warranties, service, and sales divisions are totally seperate entities
Doesn't make it right, but that's why. Your only other recourse is to have your selling dealer supply you with a third party aftermarket warranty, so that your Honda dealer could perform the work. |
|
|
| renov8r |
And that policy is that ANY GM dealer can provide service to get you home/to the next brand specific dealer WHEN you are away from home -- I wonder if the salepeople aren't confusing this policy with the statements about "any Honda dealer can provide warranty work"???
Tim is right, the routine warranty work (for ALL makes that I know of) has to be done at the same brand dealer. The overhead of training all the techs with the specifics of each car would be overwhelming... Do you think the techs at a Toyota dealership should know how to readjust the folding hardtop of the SC430?
If you were STUCK with a non-running MDX I would hope that Acura would step up to the plate and get the right info to a nearby Honda tech, but with something that just 'isn't right' (and I can imagine it is a major problem to have bad A/C in Texas!) an Acura store would have to be relied upon.
My suggestion would be ask nicely if they can get a loaner out at least half way to you, and then you'd swap at a mutually agreed place...Not perfect, but better than 700 mile round trip! (damn Texas is BIG!) |
|
|
| apple904 |
| I heard a call-in radio show about car maintenance. Host of the show said that it is illegal for a car manufacturer or dealer to require that warranty work be done only by them. In fact, they are obligated by law to provide parts free of charge if you want to have work done by someone else. For basic service, you can have the work done by anyone and keep receipts to prove you followed the maintenence schedule in the event that you have a problem and it becomes an issue. Don't know whether this is state or federal law. The radio show was in New York. You should contact the Texas agency for consumer affairs. Don't let them get away with lying to you. Dealers make money on service, not sales normally, so they are trying to pick your pocket by telling you that you have to go to them. This also insulates them from any price competition. Don't bother asking Acura, just call the state and see what the law is. If this law applies to your state, just call them and tell them you will report them to the state. That should get their attention. |
|
|
| texrb |
Based on the post by BaldEagle that he was told the same thing as elmer_phudd, it's obvious that there are some Acura sales reps that are either uninformed about the ability of Honda to provide warranty service, or just want the sale so they tell people anything.
While I understand the reasons Tim posted (makes sense from a training issue for warranty work), my local Acura dealer has provided service on my Hondas in the past. I had asked them if I could have normal scheduled maintenance done for the Honda Accords I used to own at the Acura dealership, since they are much closer to me than the Honda dealer where I bought the car (not McDavid) & was told "absolutely".
Maybe this is an exception, since David McDavid has both Honda & Acura dealerships............but his 2 dealerships are about 25 miles apart & don't share techs. Maybe he has them cross trained for both makes .........who knows?
So - bottom line.....if an Acura dealer can service a Honda for scheduled maintenance, then it would make sense for Acura to certify a Honda dealer in cities where there are no Acura dealers, to perform scheduled service & warranty work on an Acura.
If I owned a Honda dealership in a city with no Acuras, I would think that having a few techs Acura certified wuold be a very good investment!! |
|
|
| frostyra |
| My dealer has both Honda and Acura [and MB, and Mitsu, and BMW, ad infinitum...] (miles apart). The Honda dealership will DO SCHEDULED MAINTENANCE on Acuras, and the Acura dealership will DO SCHEDULED MAINTENANCE on Hondas, but both say that they cannot do warranty work on the other make. This pretty-well agrees with what Tim said. |
|
|
| Redwing |
Up here in Michigan, I'm about 2 hours away from a dealer. However, Acura has approved services across the state and in fact, I have one about 10 minutes away from me. It's not a dealer, but a shop.
Before purchasing an Acura, I asked the dealer about service and he gave me the contact. He acknowledged that Acura realizes that they don't have enough dealers from a geographic perspective. I'd ask them if there are any authorized service providers closer to you. I'm surprised that they're not any closer than 350 miles!
Good luck! |
|
|
| ardvarkus |
I think Acura is totally within their rights on this.
Why did you buy a car without A WRITTEN AGREEMENT as to where it could be serviced? Clearly all the written materials you received stated it needed to be "Authorized Acura Dealers". Now that you've learned that salesmen can be (a) morons or (b) liars, you need to just bit the bullet.
If the car won't run, call Acura and have them send the truck. Have them send a loaner along with the truck.
Otherwise, plan you warranty trip in advance, drive down, get the loaner, drive home, and pick up the car the next week. The suggestion for a half way meeting is nice too.. Hopefully not too many bridges have been burnt..
Get all you NON-warranty service done locally. Big differnece between warranty and just plain service.
Good luck |
|
|
|
