I’m a 20+ year Honda-only driver … multiple Pilots, a CR-V, and a Clarity in the household. I wanted to share my experience in case it helps other Clarity owners understand what the process may look like if a major hybrid system issue occurs outside warranty.
Problem
My 2018 Honda Clarity Plug-In Hybrid recently displayed the “Power System” light. It activated and deactivated for a few weeks. Operation remained normal. Doing some research, I replaced the 12V battery because it could be a potential simple fix.
First Diagnostic
I brought the vehicle to a Honda dealership for a diagnostic and the dealer reported the following codes:
Honda Customer Care Case
I opened a case with Honda Customer Care to request some sort of assistance. I thought the combination of being a loyal Honda-only household, the vehicle being just outside the 100K battery warranty, new error codes being triggered by the dealer, and the indication of cold weather influence might enable at least partial support.
Given the trade in value of the car is about $10,000, a $10,000 repair doesn’t make much sense.
After reviewing the case, given my diagnostic report did not show the new error codes that were triggered by the first diagnostic, and that the dealer was unresponsive to my inquiries about the new codes, Honda recommended that I obtain a second diagnostic from another Honda dealer at my own expense.
Second Diagnostic (different Honda dealer)
I brought the vehicle to a second Honda dealership and paid for another diagnostic inspection. The results again pointed toward HV battery deterioration and the recommended repair remained full battery pack replacement.
The dealer recorded additional codes:
I waited a little over three weeks. During the second week, Customer Care notified me by email that they were closing the case because they hadn’t received any contact from me. I called and nicely reminded them they have the information, and I am waiting for a response.
Customer Care Case Manager Response
After just over three weeks Customer Care called and left a voice message. I called, left a message the same day. I didn’t receive a call back, so two days later I called again and left another message and sent a follow-up email on the case. Then, received a call later that day.
Customer Care simply stated they had reviewed the case, and that no assistance would be provided.
Doing some research, my perception going in is that you might need to elevate the case in order to get the right eyes on the issue, so I asked for a supervisory review. The case manager stated a supervisor would call within 24 hours.
Supervisor Response
The supervisor called, and again stated that no assistance would be provided. I asked if he could share any reasoning and his response was that the vehicle is well outside its warranty expiration in 2021 and that the case was reviewed and that no assistance would be provided.
I clarified that the battery warranty is 10 years 10,000 miles, and that the warranty did not expire in 2021, rather the car first exhibited issues only a few thousand miles outside of the 100K warranty.
He responded that Honda had reviewed the case and no assistance would be provided.
I noted that the diagnostic caused new errors, and that the vehicle is significantly less drivable than it was before the diagnostic. He stated that the dealers are independently owned and operated, Honda does not have the ability to assist, and thus no assistance will be provided.
And finally I asked, with all that being said, does it matter at all that we’re a Honda-only family, and this lack of any support will drastically change my perception of the Honda brand. Again, he stated the vehicle is out of warranty and no assistance will be provided.
Dealer Escalation
As a last resort, I talked to a Sales Manager at the dealership where I obtained the second diagnostic hoping there might be an escalation path from their standpoint. He spoke with the Service Manager and the GM, and the consensus was that once Honda corporate declines goodwill assistance after review, the dealership will not get a different result.
I asked if the dealership could help with either resolving the issue, or dispositioning the vehicle in a reasonable manner. The dealership stated that of course the service department could look at the problem but would have to charge standard rates. A trade-in offer of $250 would be available. And/or they would help ensure a good price on a new vehicle.
What I Was Hoping For
Certainly I did not expect Honda to cover the full cost of a battery replacement or anything more costly than that. It wouldn’t be fair to have a brand new battery for no cost. So, I think my best case outcome was that Honda might have these battery packs in a warehouse somewhere not being used. Honda would supply the battery pack at no charge, I would pay the dealer the $2,000 in repair labor, I’m out $2,000 instead of $10,000, the dealer makes money, Honda keeps a loyal household, and everyone wins.
Also, I suppose I was hoping for some sort of empathy. The lack of support of any kind from Customer Care was disheartening. Like a family member turning a cold shoulder.
What Now
I’m sad. I’m sad because the $10,000 loss is painful with a tight family budget. And really, I’m even more sad because Honda has been a part of my life for 20+ years. My kids have grown up in these cars. It’s like breaking up after a long relationship.
Why I'm Sharing
I’m sharing this because:
Thanks for reading,
Andy
Problem
My 2018 Honda Clarity Plug-In Hybrid recently displayed the “Power System” light. It activated and deactivated for a few weeks. Operation remained normal. Doing some research, I replaced the 12V battery because it could be a potential simple fix.
First Diagnostic
I brought the vehicle to a Honda dealership for a diagnostic and the dealer reported the following codes:
- P0A7F – Hybrid battery deterioration
- P1DC7 – Battery pack deterioration
- Battery pack: ~$8,700
- Total repair estimate: ~$10,700
Honda Customer Care Case
I opened a case with Honda Customer Care to request some sort of assistance. I thought the combination of being a loyal Honda-only household, the vehicle being just outside the 100K battery warranty, new error codes being triggered by the dealer, and the indication of cold weather influence might enable at least partial support.
Given the trade in value of the car is about $10,000, a $10,000 repair doesn’t make much sense.
After reviewing the case, given my diagnostic report did not show the new error codes that were triggered by the first diagnostic, and that the dealer was unresponsive to my inquiries about the new codes, Honda recommended that I obtain a second diagnostic from another Honda dealer at my own expense.
Second Diagnostic (different Honda dealer)
I brought the vehicle to a second Honda dealership and paid for another diagnostic inspection. The results again pointed toward HV battery deterioration and the recommended repair remained full battery pack replacement.
The dealer recorded additional codes:
- U0296 – Lost communication with battery charge control module
- P0AE1 – Pre-charge contactor circuit issue
I waited a little over three weeks. During the second week, Customer Care notified me by email that they were closing the case because they hadn’t received any contact from me. I called and nicely reminded them they have the information, and I am waiting for a response.
Customer Care Case Manager Response
After just over three weeks Customer Care called and left a voice message. I called, left a message the same day. I didn’t receive a call back, so two days later I called again and left another message and sent a follow-up email on the case. Then, received a call later that day.
Customer Care simply stated they had reviewed the case, and that no assistance would be provided.
Doing some research, my perception going in is that you might need to elevate the case in order to get the right eyes on the issue, so I asked for a supervisory review. The case manager stated a supervisor would call within 24 hours.
Supervisor Response
The supervisor called, and again stated that no assistance would be provided. I asked if he could share any reasoning and his response was that the vehicle is well outside its warranty expiration in 2021 and that the case was reviewed and that no assistance would be provided.
I clarified that the battery warranty is 10 years 10,000 miles, and that the warranty did not expire in 2021, rather the car first exhibited issues only a few thousand miles outside of the 100K warranty.
He responded that Honda had reviewed the case and no assistance would be provided.
I noted that the diagnostic caused new errors, and that the vehicle is significantly less drivable than it was before the diagnostic. He stated that the dealers are independently owned and operated, Honda does not have the ability to assist, and thus no assistance will be provided.
And finally I asked, with all that being said, does it matter at all that we’re a Honda-only family, and this lack of any support will drastically change my perception of the Honda brand. Again, he stated the vehicle is out of warranty and no assistance will be provided.
Dealer Escalation
As a last resort, I talked to a Sales Manager at the dealership where I obtained the second diagnostic hoping there might be an escalation path from their standpoint. He spoke with the Service Manager and the GM, and the consensus was that once Honda corporate declines goodwill assistance after review, the dealership will not get a different result.
I asked if the dealership could help with either resolving the issue, or dispositioning the vehicle in a reasonable manner. The dealership stated that of course the service department could look at the problem but would have to charge standard rates. A trade-in offer of $250 would be available. And/or they would help ensure a good price on a new vehicle.
What I Was Hoping For
Certainly I did not expect Honda to cover the full cost of a battery replacement or anything more costly than that. It wouldn’t be fair to have a brand new battery for no cost. So, I think my best case outcome was that Honda might have these battery packs in a warehouse somewhere not being used. Honda would supply the battery pack at no charge, I would pay the dealer the $2,000 in repair labor, I’m out $2,000 instead of $10,000, the dealer makes money, Honda keeps a loyal household, and everyone wins.
Also, I suppose I was hoping for some sort of empathy. The lack of support of any kind from Customer Care was disheartening. Like a family member turning a cold shoulder.
What Now
I’m sad. I’m sad because the $10,000 loss is painful with a tight family budget. And really, I’m even more sad because Honda has been a part of my life for 20+ years. My kids have grown up in these cars. It’s like breaking up after a long relationship.
Why I'm Sharing
I’m sharing this because:
- This experience might help another Honda Clarity owner
- This might influence someone “on the fence” about buying a hybrid or EV, especially if they have the expectation (that I had) that Hondas will run 200K+ miles
- Someone in the forum might have suggestions for me what to do next
Thanks for reading,
Andy
