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Tuesday, February 08, 2005  

Will u do that for defect Proton car

Upset Honda owner smashes 'lemon', demands new CRV car
Standards set for auto parts to be enforced POST REPORTERS 29th Jan05


Ms Duenpen trashes her new Honda CRV in front of the iTV offices to protest against the Japanese automaker's
handling of her complaints about defects.

A high-profile protest by an enraged car owner has revived the debate over locally made vehicle standards, the extent of automakers' responsibility in ensuring customer satisfaction and the role of the consumer protection agency.

A boutique shop owner, Duenpen Silakhet, used a sledgehammer and a shovel yesterday to smash up her brand new Honda CRV, to which she had affixed a banner stating, ''I would not have done this if this was a really good car.
My condolences to Honda.''

The car's front window was shattered and its fenders severely dented after several minutes of emotionally charged destruction under the gaze of a stunned crowd of onlookers and reporters on Vibhavadi Rangsit Road.

Miss Duenpen said she bought the car for 1.3 million baht last November. Since then, she h! as had endless problems with it, ranging from inexplicable loud noises to a faulty starter that left her stranded on several occasions.

Honda's mechanics installed a new battery, but the sticky starter problem continued just as new defects emerged. Now she says she doesn't want any more repairs; she's demanding a new car from Honda to replace her ''lemon''.

''A Japanese executive told me that it was not company policy to return a defective car. He even told me that it was not possible for any carmaker to make a 100% perfect car.

''Out of every 100 units, there might be a car that comes with a defect. In such cases, the company would fix the problem, not replace the whole car,''Miss Duenpen quoted the executive as saying.

Miss Duenpen said she had lodged a complaint with the Consumer Protection Board (CPB) to see if the agency could address her problem, but did not expect immediate results.

After spending the entire afternoon yesterday discussing ! the case, Yoichi Aoki, the president of Honda Automobile(Thailand) Co, said the company regretted the customer's drastic action.

''Actually, we have repaired the original problem and are confident that we can solve the other problems. In the course of our meeting with the customer, there might have been some misunderstanding, so we would like to further discuss this with the customer,'' he said.

Mr Aoki added that in this case, the company had been in talks with Miss Duenpen since Wednesday.

Honda was determined to find the best solution for the customer, he said.

Meanwhile, the company confirmed on Wednesday that the CPB had arranged for a meeting with the customer to take place on Feb 7.

Mr Aoki said that Miss Duenpen reported that the car's engine had failed to start and brought the vehicle in for repairs at Honda's Sri Ayutthaya service centre on Jan 7. Honda's mechanics repaired the problem by installing a new battery. On Jan 11, the customer r! eturned with the same problem and the centre replaced other failed parts. Tests confirmed that
the engine was working fine before the car was returned to the customer, he said.

On Jan 22, the customer visited the centre with other Mechanical problems, which the service centre's mechanics assured her could be corrected through some minor adjustments.

At the most recent meeting, on Wednesday, the customer requested that Honda replace the car with a new one.

Prapit Yodsuwan, a director with the Consumer Protection Board, confirmed that Miss Duenpen had filed a complaint with the office last week.

''We need to hear both accounts before making a fair ruling,'' Mr Prapit said.

He said there had been many cases in which carmakers agreed to replace new vehicles if serious defects were found in the braking systems or major components.

He suggested that consumers bring their defective cars to the CPB office before engaging in any talks with company representatives.

In a related development, the Thai Industrial Standards Institute (TISI) said yesterday that for the first time, new industrial standards for around 100 types of auto parts would start being enforced this year.

''Even though Thailand is considered a regional automobile production hub, the country has never enforced national industrial standards regarding auto parts and automobile systems,'' said Pairoj Sanyadechakul, the TISI general
secretary.

Currently, he said, each carmaker sets its own standards for auto parts and automobile systems.

Since Thailand is now an automobile production hub, the country should adopt its own national industrial standards on par with those issued by Spain and Mexico.

Emission standards were the only ones currently being enforced, he said.

Thailand's new national standards would be developed by applying and blending quality minimums set by car manufacturers with existing production ba! ses in the country.

The national standards would regulate safety systems, steering and braking systems, chassis integrity, car body strength, crash testing and airbags.

Surapong Paisitpatnapong, a spokesman for the Federation of Thai Industries' Automotive Club, said the Honda CRV case had nothing to do with the country's automotive production standards.

The more than 300,000 cars exported last year were proof that Thailand's reputation with regard to production standards was second to none, he said. The country's automobile exports were projected to reach 400,000 units this year, he added.

posted by asam | 10:32 AM
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