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Diagnostic fee for warranty repairs?

14K views 7 replies 6 participants last post by  Milanomike  
#1 ·
I contacted Honda Customer service a couple weeks ago and it took them this long to get back to me. For the repair in question, I already had it taken care of at the dealer where I purchased the car. Turned out to just be a stone that had gotten up inside the wheel. The dealer was great; got me in and out in a hurry and never said a word about a diagnostic fee. I had previously contacted my local Honda and they said they would charge a $150 diagnostic fee and that the diagnostic fee is never covered under warranty. I pretty much put the issue to bed since the dealer where I purchased the car took care of it. But I just got the email back from Honda Customer Service today. I have pasted the text below.

The part in bold (my emphasis) is what concerns me. So, Honda Customer Service says there is a diagnostic fee just to determine if it's a manufacturer's defect. Seems it's up in the air as to whether it would be waived or not in the event that it was a covered repair. What's annoying is that I'm sure the local Honda would not have waived the diagnostic fee since it was just a stone in the wheel. The other Honda never even breathed a word about any fee. The problem is that dealer is 2.5 hours away.

Email from Honda:

"We recommend that you please contact WALDORF HONDA directly to assist with your inquiry. You can speak with Tony he's the Service Manager to see if they can wave the fee.
TONY RESSE CAN BE REACHED AT (301) 843-8700
EMAIL: TREESE@WALDORFHONDA.COM

There is a diagnostic fee so our Certified Dealer can inspect the vehicle to See if it was a manufacture Defect on the Scraping Noise from the front wheels.

We thank you for reaching out to us with your inquiry. Your case will now be closed.

Sincerely,

American Honda Motor Co., Inc.

Case # 13352293"
 
#2 ·
I interrupt it as Honda managing customer expectations, covering the possibility of a dealer charging for a “look see”. In your case your selling dealer got the issue handled and you back on the road quickly and chalked it up as a goodwill jester for a new customer.
 
#8 ·
I had this BS with my van (a 2014) when it was 6 months old. Took it to dealer for transmission not able to decide when to shift at low speed. This would happen when slowing down for stop light, I'd be at 10 or 15 mph and the light would turn green. Giving it a bit of throttle, the tranny couldn't decide what to do.

Selling dealer said they would not scan (and they could not complete the recall after saying they had the parts) and it wasn't a problem.

Made appointment at different dealer, they knew the issue, scanned and updated software, problem gone.

Yeah, dealer choice on whether to be good guys or jerks.