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Open letter to Corporate I purchased a 2018 Kona from your dealership. From the beginning, I experienced poor customer service. My salesperson and the tech guy who synced my phone etc. were GREAT. Thats the end of good things to say. Then about a week into enjoying my new car it wouldnt start. This occurred about 2 times. The dealership jumped the battery stating thats because it had sat on the lot. About a week after the jump I headed to an out of town conference. I tried to start the car, dead. Once the car started, my partner was worried about the return trip. He called the dealership and got the same manager who made a BAD first impression. He advised him to return the car and he would get a loaner until the problem was resolved. My partner headed back to Greer while I was in the conference. He did not get a loaner. The Manager didnt even greet him. He was steered into the service department where the car received a new battery. The Manager denied offering a loaner. Fortunately, the new battery resolved that issue. 2nd BAD impression. I dropped off my car one evening in 11/19. It was making a loud sound when I would turn, park etc. I was EXTREMELY concerned because I thought it might be steering or the tires. Both of which are safety issues. I was to pick up the car the next day. I called around noonish because no one had contacted me to make the repairs or provide an update. A woman answered. I asked her the status of my car. I dont know. Not let me check or let me get someone who knows but I dont know. I hung up amazed at the lack of concern. I called back a little later to find out the hours of operation for the Service department. Another woman answered. Again, I asked the status of my car. Again, I dont know. I asked if by the time I arrive that evening would anyone know the status. I received a hesitant yes. Now Im worried. At this point I asked for the manager. Yes not one single staff member, including you Mr. Burdzy thought I deserved an appropriate answer. Sorry, any answer. Now I meet you. Just when I thought it couldnt get any less professional, you proved me wrong. It can and quickly did. You proceeded to explain that your certified Hyundai technician determined the following and as his manager you by default:that was a normal sound for a carthat the car is safe to drive though you or he knew what was wrong with itI should bring the car back if the noise gets louder for further diagnostic (you actually put that in writing) My response was that the sound had gotten worse thats why the car is here. I even shared that I have elderly parents that I would transport and that I am disabled and needed a reliable car. You offered that as a mechanic you wouldnt put your family in an unsafe car. (who cares)Yet its ok for me to. You consistently replied the car is safe. How can a car be safe if you proudly and consistently state you dont know whats wrong with it? Furthermore you have to add my car to a spreadsheet (that you proudly displayed as if it would make you more credible or if I would be impressed). You had customers on a spreadsheet that you have to call Corporate to get the following:approval to fix the carspeak with engineers who are more knowledgeable about fixing the car than you and your certified mechanic (even writing this sounds as stupid as when you said it) You also had no idea how long that process would take. I asked for a rental so I could continue with daily activities until this issue was resolved. You said, its late and you cant get a car right now. (Funny Im standing in a dealership. There are cars all around us). But that would take an honest attempt to provide GOOD customer service to a customer who is extremely angry and becoming angrier as you speak. I mentioned that no one called nor knew the status of the car and that I had to initiate follow up. You proudly announced that the status of the car was known around 10 and that I should have been notified. You lost focus and dwelled on your staffs behavior. At that point you shouldnt have offered any observations. Management sets the tone and training for customer service. If you or the Manager is lacking then thats the example your staff will follow. And that they did. We finally came to a compromise because I had a medical appointment on Monday, I would return on Tuesday to pick up a rental. You stated you would call me the next day to provide the response/status Corporate provided. You would also call Monday to confirm our appointment on Monday. True to form you followed the Managers example. You stated you knew about the earlier battery trouble I had and the run around. So to make it better this is what you do: offer to place my name in a monthly customer appreciation drawing for a TV (WOW)condescendingly ask me, now what time are you arriving Tuesday. Now what time am I calling you. Now dont forget dont fill out the customer service survey until Jeff, I think, completes the work on my car. He had to go home sick (that means I would never complete a survey because you had no intention of fixing my car until it got worse) I decided that if you tried to fix my car, admitting you dont know what you are doing you may cause problems for the life of the car. I intentionally did not call you so that I could determine if you are a great consistent liar or if you understood the concept of follow through. Sincerely, Lamonda Kidd
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ID
#2085867 Review #2085867 is a subjective opinion of poster.
Location
Greer, South Carolina
Product
2018 Hyundai Kona Car
Preferred solution
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