Let’s get the HV range problem fixed!!!! Here’s how and a poll to track it

I just got a call from Honda in response to my problem report. She seemed genuinely interested in the issue but said she never heard of it and told me to go to report it to the dealer. However, when I asked her to simply look at one of their cars to see the problem, she said their test vehicle shows a normal HV range of about 300 miles or so. I pointed her to this forum to see how many people are having the problem and how nobody has reported not having the issue. She opened a case number and told me I can get a message to her by entering the case number when calling tech support. She also agreed to report the problem to their engineers through her channels.

 

I wonder how they are using it, it is constantly in hv mode?

 

I asked if they had charged it and refilled the gas tank and she said they have. That should be enough to show the problem.

 

I would bet they are using the gas engine each cycle vs back to back ev only.

 

So they replied back and I got kind of shitty with them. “Go to the dealer, go to the dealer”
Here is my reply and their email below it:
Other than being without my vehicle what benefit will bringing my car to a dealer provide? Have a software fix been created? I have been in it for coming up 20 years now and understand that the dealer is not going to be able to change the code embedded in the ECU unless Honda engineers have corrected the issue and provided update code for the ECU responsible for this calculation.
Sorry this is as blunt as it is but this is not an issue just one person is having. Again it’s is by design of the system, and due to the car not factoring in electrical usage in its calculations. The longer the users of the clarity go without a trip in HV Mode the more distorted the range value gets. This is something corporate needs to work with the owners on and until there is a software update provided to the dealers there is no reason for us to spend our time, money to take a car in and be without transportation.
Thank you,
Louis

On Mar 14, 2018, at 4:05 PM, Honda Customer Service <[email protected]> wrote:

Dear Louis Sanders,

Thank you for reaching back out to us regarding the concern with the HV and Total Range. We appreciate the opportunity to respond to your message.

We will document your feedback pertaining to this issue and forward it over to the design team for future purposes. If you believe there is an issue with the vehicle, we recommend you visit your local Honda dealership as they can evaluate the vehicle and provide further details. If further assistance is required after visiting the dealership, please do not hesitate to reach out to us.

You are also able to reach us by calling 800-999-1009. Please reference the case number when calling.

Kind regards,


Honda Automobile Customer Service
Case #06949358

Attention: If you are not the intended recipient please delete the message and notify the sender. Thank you for your cooperation.

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I reported it on the JD Power survey I completed today.

 

The response that LegoZ got (forward to our design team for future purposes) just underscores what I originally said, Honda will eventually fix it, but not in our 2018 Claritys.

That’s lousy customer service.

 

So I’ve come to the conclusion this is a potentially dangerous situation for the uninformed. Today we were coming back from the airport with no battery charge left and with only 2 bars showing on the gas gauge (the same 2 bars shown when you’ve fully exhausted your battery). Despite this, I still showed an available range of 162 miles. Really Honda, really? We took on just over 6 gallons during the fill up.

Now I can easily see the uninformed, being in a relatively desolate area, believing they actually do have 162 miles left! I guarantee you some WILL run out of gas. This is not good and could lead to serious issues for the unlucky, depending on where and when they run out of gas.

I plan on calling Honda tomorrow and letting them know this is a potential liability issue for them. I don’t think I’m embellishing. My wife absolutely agreed.

 

This is one issue that I expect Honda will have to issue a recall for exactly the situation Ken7 just described. It looks too bad on them and their reputation to let this linger for too long.

 

Here's my latest response. Consistent with everyone else.

We value you as a Honda Customer and we appreciate the opportunity of responding to your concern. On behalf of Honda, we offer our sincere apologies for the circumstances which prompted you to reach us. We assure you of our interest in your feedback and we thank you for bringing your concern to our attention.

We have looked into your concern and feedback with the vehicle's range indicator, we do not have any recalls or known issues with in our system.

We documented your concern but at this time we would have to advise you to take the vehicle to the dealership to diagnose the issue with the vehicle.

We welcome you to contact us with any additional comments or questions.

You are also able to reach us by calling #800-999-1009, option #7 or on Twitter @HondaCustSvc.

Kind regards,

Honda Customer Service
Case #07362357

Attention: If you are not the intended recipient please delete the message and notify the sender. Thank you for your cooperation.

 

We're just going to have to keep banging away at Honda until we gain their full attention. I'll call that number and add my voice to the shouting.

 

So, I'm one of the weird ones who has never seen this issue. My EV range (on full charge) has ranged from 24-35 miles and my HV range has gone from 168 miles (with a little over half tank) to about 390 miles on a full tank.

 

I assume that is a rhetorical question...

 

I believe the correct hv number with a full tank should be around 295. At least you are within throwing distance of that.

 

Maybe that's what I got. I don't recall exactly. I have done ONE long trip (400+ miles) with the car leaving it in normal mode (automatic switch over to ICE after EV depletes) and have not put in any gas after that. My HV range has remained rock solid at 168 miles as I have been on pure EV for the last several weeks. I think the highest TOTAL range I have ever got was in the low 400 mile range.