The service department agreed to perform service bulletin 10-081 on my 2011 Odyssey. It's a 3-minute software update on the radio. They returned 27 minutes later and stated that the radio needed to be removed in order to complete the update. That removal would be at my cost. I explained that wasn't part of the service bulletin and was not necessary. They argued. I held my ground, and explained how to do it. They asked me to show the mechanic how to do it. I showed him. They asked if I learned the trick on the Internet. I said, "No, it's in the service bulletin." They then said they didn't print off all the pages, that's why they couldn't do it.
44 minutes later, they returned and said the software update wasn't possible. I would have to replace my radio, >$400. I knew there was little chance that the update had been performed correctly. I ordered the software disc and completed the update myself. It took three minutes and was flawless.
The service team is incompetent. They are not capable of following the instructions written by Honda engineers. If they can't follow the instructions to update the software on a $400 radio, should you trust them with more expensive components? Should you trust them with the safety equipment on your vehicle? Attempts to get extra cash from me aside, it's dangerous to allow Honda Kingsport to work on your vehicle.
In response to the dealer comments:
I didn't ask you to know everything. I ask that you read the instructions. That's all I did; I was able to read the instructions and get the software updated just fine.
Service bulletins aren't written so that the customer can find them, read them, and then explain them to the professionals that are paid to do this on a daily basis. I don't expect omniscience; I expect competent reading. I accomplished in three minutes what a trained professional couldn't accomplish in 70 minutes. That's embarrassing.
You didn't charge me because I didn't agree to have the radio removed, as the technician indicated was required. You didn't charge me because I didn't agree to have the radio replaced as was recommended by the technician. You didn't charge me because you didn't complete the work that you agreed to do. You didn't charge me because my radio worked before I delivered it to a Honda dealer.
The dealership that caused the radio to stop working wasn't Honda Kingsport, but it doesn't matter; you're a dealer network and you fix the problem in the name of the brand. It was Honda's responsibility; that makes it your responsibility.