"Goodwill Consideration" is a joke

[moosie88]

I did all the research necessary on the differential fluid issue with my 2004 CR-V. There was a Technical Service Bulletin (TSB) associated with this problem, and Honda's initial recomendation per the owner's manual of changing the differential fluid every 3 years/36,000 miles jumped to every 12-15,000 miles because of this known problem. The problem is the result of a design flaw which causes build-up and, therefore, the need for more frequent differential fluid maintenance. This maintenance is best done by a dealer given the nature of the problem.

The TSB explicitly says that "goodwill consideration" will be given. Upon contacting both my local dealership (Leesburg Honda in Leesburg, VA) from which I purchased the vehicle and Honda America, I was denied any goodwill and any consideration. When I persisted for an explanation, I was told this was a subjective offering based on dealer loyalty with respect to routine service. This means that because I did not routinely use the dealer for regular maintenance, I was denied any assistance from Honda. This, to me, is price discrimination and, at best, is poor customer service. That Honda allows itself legal loopholes to mitigate financial and moral responsibility to its customers is simply deplorable.

The Honda America representative with whom I spoke (Armen, 800-999-1099 ext 8052) indicated that this issue did not warrant a recall because the differential fluid build-up was not a problem with every 2004 CR-V. A TSB was issued, however, in response to numerous inquiries and an investigation. The TSB was meant to assist dealership service shops when the problem was reported by customers. It would seem logical and ethical then that Honda, knowing this problem existed with enough vehicles to warrant a TSB, would do take the honorable action of assisting any customer reporting this problem rather than just those who routinely visit Honda service centers for suggested scheduled upkeep. Instead, the representative was obviously annoyed that I had viewed the TSB and stated this type of communication was meant for internal distribution. He went so far as to say internet sites got hold of these reports and made them public. I corrected him. These TSBs must be submitted to the National Highway Traffic Safety Administration's Office of Defects Investigation and, as reports submitted to a government agency, are public domain. I find Honda's practice of avoiding any obligation via TSBs and "goodwill consideration" to be a poor practice indeed.

[tsmithvt]

Kindly read around the forum (use the search function) for the facts about this issue. You will find links to the TSB you reference and the problem itself will be explained in some detail. You will also find many comments from members on the subject. Please make yourself aware of all the facts before beating up on Honda or labeling the issue a "design flaw".

[2RedV's]

It is a fluid and as such, will need replacement every so often. You must also realize that is a hydraulic fluid and the system contains a breather element located just above the unit. If you have driven through deep water, it may have contaminated the fluid.
Almost all years of owner's manuals that I have read so far contain references to changing the fluid if you have experienced *deep water crossings*. No mention is made however, of how *deep* the water must be.
I have an 04 as well. We had the dealer change the fluid, under warranty, at around 20k miles. I have changed it myself twice more since then because the unit gets *exercised* more often since we drive often into the heavy snow belt areas.

If the cost bothers you, buy 2 quarts of Dual Pump II fluid and do it yourself. It takes about 20 minutes. Our local dealer charges about $40 for a single drain and fill fluid change.

[moosie88]

This vehicle has been treated very kindly. No deep-water (or snow) driving. It's not the cost (other than that cost seems to be a very fluid concept with the Honda dealership I use, which is why I do not frequent it). The principle complaint is the change is suggested maintenance, which so obviously points to an unknown problem at the time the vehicle was manufactured that has come to light - with no support from the company who made it.

[moosie88]

I read the TSB. I spoke with the dealership. I spoke with Honda America. I saw the comments. These primarily addressed the solution to the symptom. None addressed the actual problem: There is a known issue for which Honda is not providing any assitance or apology. A Honda representative acknowledged it was a problem with Honda CR-Vs but not all CR-Vs so, therefore, the company was not obligated to address it. It could, however, opt to do so if you are a regular financial supporter of your local dealer. Ridiculous.

[2RedV's]

How many miles are on your 2004 CR-V?

By the way, all vehicle manufacturers list the maintenance schedule as a *guide* and not as a bible. What they mean is that *most* cars will fall under the SUGGESTED schedule. This does not mean that your particular car will go exactly that far for all of the maintenance items.

How often do you change your oil on your 2004? Do you do it more often than the maintenance schedule suggests?

[paragrunt]

I don't know if this would apply with a CRV, but it sounds good so here goes. Replace and extend the breather tube. You could run it over and up along the filler neck for the fuel tank. Just zip tie it in place. It still gets to breath, and it's up out of the way.