American
Honda Motor Co., Inc.
P.O.
Box 2220
Torrance,
CA 90509-2220
Cc: Cyndy
Motor Customer Service
SabMag
Internet Mail Server
(Dedicated
to 80’s Vintage V4 Hondas)
Eric Grabek
xxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxx
Work# xxxxxxxxxxxx
Home# xxxxxxxxxxxx
October 3, 2000
Dir
Sir or Madam:
To
understand the disease of “motorcycling” one must experience it. To try and describe the feeling of riding or
the feeling of pride in ownership is as elusive as describing any other feeling
or emotion. How would you explain the
feeling of love, greed, or happiness to someone who has never experienced it.
I
write to you today as a concerned customer.
My 5-year ownership of what is sure to be a Motorcycle classic (Honda’s
venerable V65 Magna – “Super Cruiser”) has been without regret. To say I love this bike would not really
describe my feelings for it. I
purchased it used from its first owner with 14k one the clock and have since
then doubled the mileage. There have
been no real surprises (I had to replace on cam, I’m sure you know the history
here so I will not rehash old news) and I have been very happy (ecstatic) that
Honda has chosen to keep OEM parts available for these bikes. The bike I got my hands on was VERY (in this
case the word “mint” applies by anyone’s definition) clean and I like to keep
it that way. I have replaced a few
parts which have deteriorated over time and have been very happy with Honda
Repair Part Quality. I have also made
several modifications to the bike however in light of the fact that this bike
is very likely to be collectable some day, I purchase parts to restore the bike
back to original condition and store them.
This
year (around February or so) I started looking into having the bike
repainted. Even though by most peoples
guidelines, the bike did not require a re-spray. I thought now might be a good time to look into replacement parts
verses paint (tank, side covers, and rear body work). To my amazement the cost of the replacement parts was almost the
same as a repaint. No brainer here, buy
the parts bolt them on. The new gas
tank was a little off from perfection but it had the kind of mark one might see
from the factory; however, if I had purchased the bike new I would have
required that the tank be replaced. It
has an outward dimple as if it was dented from the inside before it was
welded. I regrettably did not notice
this until the part was on the bike and had gas in it. I chalked that one up to, “I should have
looked at it more closely.”
At
the same time I order a muffler for the right side of the bike (I had replaced
the left side the year previous and decided to follow up on the right this
year). After a couple of months of
riding and washing the bike I was horrified to notice rust coming out of a
visible weld on my new ($180.00) muffler.
Closer inspection revealed that there was also a physical difference
between the OEM muffler and the Honda Repair Part, as well as a marked
reduction in the quality of the plating.
The weld that was object of my dismay was not even supposed to be
visible. The OEM treatment of the weld
was a “fill weld” which was ground smooth and polished. The replacement muffler was just welded and
plated (at a substantial cost savings to the supplier, I’m sure). I immediately contacted the dealer I had
purchased the muffler through and they directed me to call Honda Customer
Support.
I
spoke to Cyndy at length about my concerns, and like most skilled negotiators I
instilled good will by at first raising both the gas tank issue and the muffler
issue, and then conceding the gas tank.
Cyndy asked that I ship the muffler back to the dealer (Honda of
Riverhead) so they could inspect it and I obliged her. The dealer agreed that the muffler was of
questionable quality (good enough but not great, especially the plating job). Regrettably, like most motorcycle “freaks”,
the minute I saw rust on the muffler, I attacked it with Mothers polishing
compound so the dealer was unable to verify that aspect of my complaints. I discussed this with Cyndy and she agreed
to have the dealer order another muffler to verify the assembly method. She also contacted the Honda Repair Part
Division. Comparison of that muffler
with my muffler showed no difference other than a slightly better plating
job. Cyndy offered me a refund (authorized
through the Honda Parts Division) for the cost of the muffler plus I was to
keep my “new” muffler. I told her that
the gesture was appreciated but really did not address my concern (at this
point, because of my “motorcycle” disease, I was on a crusade). She stated that this was the best Honda of
America could do. The reason for my
dissatisfaction was the change to the OEM part (specifically the treatment of
the weld – see the attached pictures), especially the weld on the top VISIBLE
part of the muffler. I expressed this
concern to Cyndy and she suggested I write, so here we are.
I
have not yet received a refund for the muffler. I have received a survey in the mail and
just returned it (see attached copy of this survey). I am not really sure how to proceed. I am also on an Internet mailing list which is specifically for
early to mid 80’s V4 Hondas (the Magna being in that class). I have not as of yet shared this information
with them, however, I feel compelled to do so.
Why pay $180 for what one thinks will be an exact replacement part
(which in fact is not)? One could buy
non-OEM replacement mufflers for this bike, from several vendors, for half the
price.
So what do I want, it all comes to this in the end. I appeal to Honda, don’t sell the soul of the bike by sacrificing quality and integrity for dollars. The fact that Honda has contracted with a company to produce this Repair Part indicates that they must intend to continue selling this part for some amount of time. It is also possible that Honda has already received the shipment of X number of mufflers and it is too late. Or is it? This is what I ask, is it too late? I hope the answer is “No, it is not too late.” If this is so, I will be one of the first in line to buy a “real” Honda replacement muffler for the right side of my Magna.
Thank
you for your time, and please, I hope to hear back (if you are about to print a
form letter here please hand this letter up stream to someone who has the
authority to respond directly).
Thank You For Your Time,
Eric Grabek
Attached:
Letter to Honda of Riverhead
Copy Of Part Label From Honda
Pictures Of Old and New Muffler (Top and Bottom)
Copy Of Honda – Motorcycle Customer Satisfaction Survey (2 pages)
