Window Washer failed

fatboy_daveb · **February 13, 2010, 22:29:56**

Does anybody know how long Hyundai UK typically takes to supply a new washer pump to a dealer? I've been waiting 3 weeks now and I have had to cancel long trips to see my daughter. And that is causing me no end of grief. When I spoke to my dealer this morning they just said that Hyundai UK had not responded to their emails and that I should call them to complain. As I said to the dealer, 'What are they waiting for? Me to die in a car crash with a windcreen covered in dirt before they supply the part.....or maybe issue a global recall if it happens to another guy(s)? I've even thought of hiring an i30 just to steal the pump but it sounds like a real pain to get to.

What is the point of a 5 year warranty if it takes an age, possibly 5 years, to get anything fixed under it?

Shambles · **Reply #1: February 13, 2010, 22:34:52**

Quote from: fatboy_daveb on February 13, 2010, 22:29:56

Does anybody know how long Hyundai UK typically takes to supply a new washer pump to a dealer?

Using the Mobis parts despatcher, around 7 days (usually less) so I was told.

Quote from: fatboy_daveb on February 13, 2010, 22:29:56

What is the point of a 5 year warranty if it takes an age, possibly 5 years, to get anything fixed under it?

Calm down Dave

I've had my problems and not been too happy about having to go back twice to have the same problems fixed (rear washer plus steering rattle). But, at the end of the day, my problems have been fixed, at no cost to me (other than the inconvenience)

And welcome to the club

2i30s · **Reply #2: February 13, 2010, 22:38:33**

welcome dave.

and yes thats true steve,its fixed,and for free.

Lorian · **Reply #3: February 13, 2010, 23:15:51**

It is poor though. On my Vauxhall (spit) it might have been a crap car but they could get most parts within 2 days, usually next day.

2i30s · **Reply #4: February 13, 2010, 23:19:58**

and considering the UK is closer to KOREA than OZ is, i can get parts faster than you guys,it doesn't make any sense.

Mike SX · **Reply #5: February 14, 2010, 10:22:17**

Always used an old Fairy Washing up liquid container with my Ford Zephyr Zodiac!

Never had electric windows & never froze, or failed!

eye30 · **Reply #6: February 14, 2010, 13:53:08**

Quote from: fatboy_daveb on February 13, 2010, 22:29:56

When I spoke to my dealer this morning they just said that Hyundai UK had not responded to their emails and that I should call them to complain. As I said to the dealer, 'What are they waiting for?

You will find on the site the contact details of the head honcho for Hy UK - Tony Whitehorn.
email him and you'll get 1st class service.

I'd explain that the dealer doesn't appear to have chased up nor kept you informed as to what the situation is.

fatboy_daveb · **Reply #7: February 15, 2010, 19:25:23**

Sounds like a plan. Can you PM me his email address? I can't find it on the site.

Shambles · **Reply #8: February 15, 2010, 19:48:05**

Quote from: fatboy_daveb on February 15, 2010, 19:25:23

Sounds like a plan. Can you PM me his email address? I can't find it on the site.

I don't think that's the right thing to do as your first "official" complaint. I wrote to (not emailed) Mr Whitehorn as a last resort, but, although it had the desired (and instant) effect, I used the HMCUK Customer Service Charter first. That involves writing to/emailing their Customer Service dept with your grievance.

No doubt you can obtain dates (or even reference numbers) from the dealership who have tried to contact Hyundai Motor Company UK on your behalf. If you can obtain this information it would help... certainly you need to refer to an attempt to contact HMCUK by your dealer.

Email address is in a PM for you, and I suggest you give it a few more days before you use it, because after all, you say you've been waiting 3 weeks but that's not exactly "forever", albeit longer than I'd personally like to wait.

Good luck mate

eye30 · **Reply #9: February 15, 2010, 20:13:44**

Quote from: fatboy_daveb on February 15, 2010, 19:25:23

Sounds like a plan. Can you PM me his email address? I can't find it on the site.

done
2 email adresses sent - Customer services and the man him self.
but see Shambles email and wait a few days

Lorian · **Reply #10: February 15, 2010, 20:43:58**

He was operations director at Toyota for 16 years until 2005.

Lucky escape

fatboy_daveb · **Reply #11: February 19, 2010, 13:37:07**

Well, I phoned up my dealership yesterday and they said that Hyundai had finally got back to them (no intervention by me)....and the part was on back order with the earliest delivery date of March 21st

. I reported the problem to my dealership at the end of last month. I've had enough and will be contacting Hyundai myself.

If I don't get any joy then I will try and source a part from a breakers (might get lucky). Failing that, the car will be sold. No point owning a car whose parts are rarer than boobs on a bull.

eye30 · **Reply #12: February 19, 2010, 16:07:02**

Quote from: fatboy_daveb on February 19, 2010, 13:37:07

No point owning a car whose parts are rarer than boobs on a bull.

But at least the Bull has 2 horns

fatboy_daveb · **Reply #13: February 19, 2010, 19:14:52**

Oh very good eye30..... quick somebody call the comedy police

Anyway, a quick update. I sent of a few days ago to Customer Services (or it might have been earlier in the week due to ISP problems), and today I got a call from Customer Services today at 4pm. I was very happy about getting the call and the news is:

1. They apologised for the delay
2. They are going to chase the part to see if I can get it earlier (I do hope so)
3. They are going to reimburse the cost of the hire car I had to get last weekend, to travel from Glasgow to Manchester, to see my two year-old daughter (the reason was I was getting annoyed in the first place). The cost wasn't a lot and was well worth it to me. Basically they see it as the car being off the road and they have to compensate you.

I have to admit that the last point was a pleasant surprise. Although, I should mention that when I turned up at the Enterprise office at Glasgow Airport I was a bit gobsmacked as the car was a 59-plate i30 1.4 Comfort. How bloody ironic was that? I had asked for a Vectra, having never driven one. Still at least its windscreen washers worked.

One point that the Customer Services lady mentioned was that the dealership has only placed the order for the part on Februrary 10th! I hope I didn't mis-hear her but that's weird as I took the car to them and reported the fault nearly 4 weeks ago. It's sounding to me like my dealership have not been bothering. Very poor as I have bought two i30s from them in the last two and a quarter years. No more me thinks.

Still, the strange lack of readily available parts is worrying.

eye30 · **Reply #14: February 19, 2010, 19:25:50**

Quote from: fatboy_daveb on February 19, 2010, 19:14:52

when I turned up at the Enterprise office at Glasgow Airport I was a bit gobsmacked as the car was a 59-plate i30 1.4 Comfort.

Me thinks you should have swapped the part before you returned the hire car

fatboy_daveb · **Reply #15: February 24, 2010, 13:26:21**

Hi guys

Got a call this morning (Wednesday) from the dealer and they have the part. The dealer even thanked me for my 'help'. Anyway, the car goes in tomorrow for fitting. That's a lot better than the March 21st date I was given previously.

Many thanks to eye30 and Shambles for their advice. Oh, and of course, to Tony Whitehorn who chose not to ignore my email but to act on it. Faith restored.

Cheers
Dave

Shambles · **Reply #16: February 24, 2010, 13:34:45**

Great stuff Dave. Here's to many litres of trouble-free washing

eye30 · **Reply #17: February 24, 2010, 18:27:38**

Quote from: fatboy_daveb on February 24, 2010, 13:26:21

Oh, and of course, to Tony Whitehorn who chose not to ignore my email but to act on it. Faith restored.

It nice to know that the person at the top DOES respond to a customers email and not just press the delete button.

Nick Riffed · **Reply #18: February 24, 2010, 18:47:59**

Quote from: fatboy_daveb on February 24, 2010, 13:26:21

Many thanks to eye30 and Shambles for their advice. Oh, and of course, to Tony Whitehorn who chose not to ignore my email but to act on it. Faith restored.

Cheers
Dave

And you, in turn, have restored my faith in hire car customers. Having previously worked in the car hire business for 13 years, yours would have been a fairly small part to "Borrow" and may have gone unnoticed for a while. I have memories of walking to the back of the car lot to get a car and trying to work out why it looked odd. As I got closer I realised that the entire interior of the car was missing apart from the peddles and steering column!!

fatboy_daveb · **Reply #19: February 24, 2010, 20:18:08**

Well, the car is unlikely to go in tomorrow now as there is six inches of snow here in Barrhead (8 miles outside Glasgow). It started snowing last night and has not stopped all day. And the forecast is for 'heavy snow' tomorrow. Apparently today was the light stuff

I wonder if another email to Tony Whitehorn can make Spring come along sooner?

Cheers
Dave

Shambles · **Reply #20: February 24, 2010, 20:28:37**

Quote from: fatboy_daveb on February 24, 2010, 20:18:08

I wonder if another email to Tony Whitehorn can make Spring come along sooner?

But without the "white" stuff he'd be plain old Mr Horn.

Maybe not.

Unlucky about the conditions. I was just reading about your plight on the BBC

eye30 · **Reply #21: February 24, 2010, 20:41:08**

Quote from: fatboy_daveb on February 24, 2010, 20:18:08

I wonder if another email to Tony Whitehorn can make Spring come along sooner?

Well he does work wonders so give it a go

eye30 · **Reply #22: February 24, 2010, 20:42:46**

Quote from: Shambles on February 24, 2010, 20:28:37

Quote from: fatboy_daveb on February 24, 2010, 20:18:08

Whitehorn

But without the "white" stuff he'd be plain old Mr Horn.

Nice one

Zhangster · **Reply #23: March 14, 2010, 09:14:14**

Quote from: Lorian on February 13, 2010, 23:15:51

It is poor though. On my Vauxhall (spit) it might have been a crap car but they could get most parts within 2 days, usually next day.

the only reason why they could come up with the parts so fast is cuz no 1 wanna buy that piece of crap

at the vauxhall garage (spare part dep) : a motor for the rear wiper u say ? hmm nope.. dont have one.. but we got plenty of new cars that none wanna buy anyway .. ill got fetch it right now... bye bye...... yo bruno!? go get anglegrinder... we need a rear wiper motor... WHAT?! yes yes u can take the whole hatch off and we give him that.... the color? bah dosent matter... just get to work....) lol

--------------
yeah.. u right... i dont like vauxhalls..... hahhahaha

sparki30 · **Reply #24: July 18, 2010, 09:28:27**

Yep, mine packed up yesterday, both front and rear. Pump motor working but no water. have checked to see if there is water under the car in case a pipe has come off but nothing. A phone call to the dealer on Monday morning. Hope I don't have the hassle fatboy dave had.

sparki30 · **Reply #25: July 19, 2010, 16:23:51**

Dealer sorted ! blockage in the bottom of the tank.

No charge.

Shambles · **Reply #26: July 19, 2010, 17:14:08**

Quote from: sparki30 on July 19, 2010, 16:23:51

Dealer sorted ! blockage in the bottom of the tank.

No charge.

Did they have to remove the tank? Great that they didn't charge... could easily have said you'd filled with contaminated water

sparki30 · **Reply #27: July 19, 2010, 20:38:29**

The wife took it in, not sure what they did just said it was in the tank.
This is not the first time Whitehouse Hyundai Maidstone have sorted out something with no charge, I have to say they are first class with customer service 'Dave' seems to want to get to the bottom of any problem. We did not buy the car from them either.

eye30 · **Reply #28: July 19, 2010, 20:59:15**

Quote from: sparki30 on July 19, 2010, 20:38:29

The wife took it in, not sure what they did just said it was in the tank.
This is not the first time Whitehouse Hyundai Maidstone have sorted out something with no charge, I have to say they are first class with customer service 'Dave' seems to want to get to the bottom of any problem. We did not buy the car from them either.

Seems like they want to put the customer first.