[Phil №❶]

Please make sure that Chelmsford Hy are aware that you are coming to them as a disgruntled customer and you are expecting better than average performance from them. Honestly, Good Luck.

[succulant]

Maybe they're watching this site

Yes, I now realise, (through recent telecons), they are indeed.

Last time I was at my dealer, only about 2 weeks ago for yet another failed attempt to fix my smoky exhaust, he claimed he didn't know about this forum. I find that hard to believe. Hopefully your story will be the catalyst for Hyundai giving their service network a much needed kick up the ar$e.

[Mike SX]

Please make sure that Chelmsford Hy are aware that you are coming to them as a disgruntled customer, Good Luck.

I'll need that, and more - they've never even seen or heard of a cruise control problem, again I've had to explain everything to them, also they need another 3 weeks before they can even look at it, let alone fix it.

I'm thinking, maybe Hyundai need a kick up the arse - they could at least offer to send a bonnet lifting, hands on Technician of their own - if they're so smart and genuinely want customer satisfaction.
Not try to force remote service staff, perusing "generic codes", who cannot pinpoint the failure, only "somewhere in the generic code area" - to discover problems that Hyundai deny exist in the first place.

Is this really the best Hyundai can do.

Exasperated - spent all day on the 'phone again, really got nowhere.

[Dazzler]

Hi Mike,

As you can see, I have spent all night worrying about your situation. Well maybe it was too much free chinese food and drink at a work function last night ..

In an ideal world, Hyundai should have, by now, a documented history of your ongoing issues and have updated the other dealership with the state of play to save you doing it.. But things like that seldom happen in the real world 

Hyundai UK and Hyundai Australia really need a full time liason officer to supervise situations like this. I am sure someone like that would pay for themselves very quickly in goodwill and ongoing sales.

[Keith]

Even I feel embarrassed just as a fellow owner, never mind a Hyundai representative. This is appallingly bad Customer care, shockingly bad, and a situation that will have genuine premium brands laughing into their bratwurst.....

[eye30]

In an ideal world, Hyundai should have, by now, a documented history of your ongoing issues and have updated the other dealership with the state of play to save you doing it.. But things like that seldom happen in the real world 
.

Only if the dealer has entered ALL visits/contacts/issues on the hy data base. 

[Dazzler]

Even I feel embarrassed just as a fellow owner, never mind a Hyundai representative. This is appallingly bad Customer care, shockingly bad, and a situation that will have genuine premium brands laughing into their bratwurst.....

I am not sure other more "premium" brands are much better Keith! Some maybe, but not all...

[sootytorques]

Last time I was at my dealer, only about 2 weeks ago for yet another failed attempt to fix my smoky exhaust, he claimed he didn't know about this forum.
[/quote]
It took my local dealer in excess of 15 visits and nealy 3 years to sort our smoky exhaust, they recently repaired the glow plug wiring loom and that appears to hsve sorted the problem, might also explain why the car had an appetite for glow plugs.
My experience of hyundai uk is very poor, as my local dealer is a franchise it appeared as if hyundai uk hsd no control over them.

[Mike SX]

My experience of hyundai uk is very poor, as my local dealer is a franchise it appeared as if hyundai uk hsd no control over them.

Yes, that does sum it up - after Hyundai (UK) arranged their favoured Dealer/Senior Technician to contact me urgently, THEY NEVER DID

[bumpkin]

This is becoming more and more common, I don't know if the service side of the dealerships are just truly woeful (in the UK) or if they get the runaround from Hyundai UK in the first place making them less than helpful when you visit them.

My useless bunch have (since I sorted my issues with them) had my friends 10 plate ix35 in again as the issue with the panoramic roof had still not been resolved (remember they decided it needed lubricated the last time and covered the white interior headliner with black grease), the returned vehicle this time had cleaner fluid of some form (whatever they used to remove the grease) dotted, splashed and spilt all over the leather seats and clumsily wiped from the windscreen leaving a foggy deposit on the inside RIGHT beside the burn marks from a cigarette/solder iron or other hot implement which have burnt a hole through the headliner in two places.  They tried to claim it was like that when they got it, cue one argument with the dealer principal.

During this time the chrome front grill required replacement as it had started to show significant blooming, they ordered the wrong part to start with then when they finally got the right part managed to scratch the paintwork on the bumper when installing.  Off went the car to the bodyshop.

Once returned the sunroof is still showing the same issue and the car is going back in again, at the same time "as a gesture of goodwill" (I have started to read that statement as "we did it, but we won't admit to it") they are going to attempt to "fix" the burn holes in the roof.  If they can't fix it then it will have to go back in again for an entire headliner replacement.

This from the dealer who a few weeks ago asked me to "allow them to prove that they are turning things around".

I also know that the i40 in the UK is plagued with issues (I have been VERY lucky with mine), and the dealer aftercare problems are not restricted to one or two rogues, they all exhibit the same levels of couldn't give a toss once they have sold you the car, spread right across the UK.

The really sad part for these idiots is that most of them these days are multi-franchise and so as a customer in Aberdeen I am of the opinion that I would receive the same level of after care if I bought a Ford, Fiat, Kia, Hyundai, Mazda, Citroen, Chevrolet, Jeep, Peugeot, Toyota, Volvo, Smart, Chrysler or Mercedes.  Well that restricts my options doesn't it?

Solution - There is a significant rise in the number of independent dealers who will source ANY car from ANYWHERE and who are also being used to sell ex-demo vehicles by premium brands such as Audi, Mercedes, BMW etc.  These smaller independents have worked hard to rid themselves of the sheepskin jacket wheelers of old and as such I believe will start to steal the march on the large franchises who quite frankly are letting their customers down majorly in the UK and need taking to task about it.

[Mike SX]

Well written Brian.
What another truly awful experience.
The UK could eventually become flooded with unrepaired / unrepairable), vehicles.
Could be an opportunity for aspiring entrepreneurs, with patience.......

[eye30]

I was reading a post on the HOCGB site of a statement from the hy uk md as to why they are changing their set up from small dealer/family run franchise to the larger dealer networks.

It would appear it is down to wanting higher through put of sales which the larger dealers can offer and i take that to mean the fleet sales market which smaller dealers don't seem to specialise in.

When back on pc i'll post it, unless bumpkin or shambles get there before me.

[bumpkin]

Tony Whitehorn has explained his strategy with the numerous dealer changes which have been commented on on here. It seems 63 Hy dealers will lose their Hy franchise:
Source: http://www.am-online.com/news/2013/5/30 … -uk/33026/
"Hyundai has changed 40% of its dealer network as it embarks on a drive to improve the experience in its showrooms and service departments to help it hit a 5% market share.
The Korean brand knows it needs to retain more customers if it wants to compete with the top five manufacturers in the UK.
The dealer network was terminated and new contracts have been signed under a general block exemption with a change in 63 locations out of 153. It is looking to increase representation to 165 sites this year.
Tony Whitehorn, Hyundai Motor UK chief executive and president, told AM some of the changes were required simply due to the volume of customers that showrooms were now seeing.
He said: “Retention is what this business is all about. As Hyundai grows, the brand needs larger, regional dealer groups rather than the smaller ‘owner-drivers' of the past.
"The small, family-owned dealerships still have their place but in metropolitan areas we need businesses that can handle the investment required and a throughput of 500 cars a year.
"We are finding that customers' expectations from us are increasing all the time and so we have to manage this ready for the next sales push in 2015.”
Hyundai is expecting to sell 75,000 units this year and believes it can hit 100,000 by 2020. Whitehorn wants a “greater standardisation” across the network and a consistent experience from dealer to dealer.
Whitehorn and Nick Tunnell, Hyundai UK aftersales director made it clear they also didn’t want dealers to lose their family-style approach or personality."

[Asterix]

Well, I find it is nice to visit the little local dealer, where you can be sure to be met by the same person every time.

They get to know you and your car and the service manager knows I like to have the same technician to deal with my car. I even get to go out in the workshop to talk to the guy while repairing my car. I like that! 

I'm sure that wouldn't be possible at the big dealers.

In my opinion those big dealers is a matter of reducing cost, and a misunderstood attempt to get to look like Audi/VW dealers and other brands Hy like to think they compete against.

VW and Audi did that here in DK 10-15 years ago when I worked there and many costumers left the brand because they didn't feel they got that personal "touch" at the big dealers

Lucky for me I was at one of the remaining small dealers..

[eye30]

Tony Whitehorn has explained his strategy with the numerous dealer changes which have been commented on on here. It seems 63 Hy dealers will lose their Hy franchise:
Source: http://www.am-online.com/news/2013/5/30 … -uk/33026/
"Hyundai has changed 40% of its dealer network as it embarks on a drive to improve the experience in its showrooms and service departments to help it hit a 5% market share.
The Korean brand knows it needs to retain more customers if it wants to compete with the top five manufacturers in the UK.
The dealer network was terminated and new contracts have been signed under a general block exemption with a change in 63 locations out of 153. It is looking to increase representation to 165 sites this year.
Tony Whitehorn, Hyundai Motor UK chief executive and president, told AM some of the changes were required simply due to the volume of customers that showrooms were now seeing.
He said: “Retention is what this business is all about. As Hyundai grows, the brand needs larger, regional dealer groups rather than the smaller ‘owner-drivers' of the past.
"The small, family-owned dealerships still have their place but in metropolitan areas we need businesses that can handle the investment required and a throughput of 500 cars a year.
"We are finding that customers' expectations from us are increasing all the time and so we have to manage this ready for the next sales push in 2015.”
Hyundai is expecting to sell 75,000 units this year and believes it can hit 100,000 by 2020. Whitehorn wants a “greater standardisation” across the network and a consistent experience from dealer to dealer.
Whitehorn and Nick Tunnell, Hyundai UK aftersales director made it clear they also didn’t want dealers to lose their family-style approach or personality."

Thanks Brian.

Just fired up PC.

I like this bit which seems to be the opposite of what they are doing:

Whitehorn and Nick Tunnell, Hyundai UK aftersales director made it clear they also didn’t want dealers to lose their family-style approach or personality."

and this bit doesn't seem to fit in what was shown on the Undercover Boss programme:

Whitehorn wants a “greater standardisation” across the network and a consistent experience from dealer to dealer.

[Mike SX]

Outa touch with the reality of dissatisfied clients.

[Lakes]

Last time I was at my dealer, only about 2 weeks ago for yet another failed attempt to fix my smoky exhaust, he claimed he didn't know about this forum.

It took my local dealer in excess of 15 visits and nealy 3 years to sort our smoky exhaust, they recently repaired the glow plug wiring loom and that appears to hsve sorted the problem, might also explain why the car had an appetite for glow plugs.
My experience of hyundai uk is very poor, as my local dealer is a franchise it appeared as if hyundai uk hsd no control over them.
[/quote]


I thought the MOT would have stopped you driving with a smoky exhaust?
I'm not sure about other states of Australia but in NSW if a car or truck blows smoke continuously for 14 seconds or longer, you can get a fine in the mail , they don't even stop you just take your number, i know a few people who had this happen. so when that happens you take that fine to the dealer tell them tell hy to pay it, i'm sure they would fix it soon after.

[bumpkin]

In the UK, smoke would have to be thick enough to cause a "fog" problem in order for the vehicle to be illegal OR the CO level would have to be too high.

A small amount of smoke within the tolerated CO levels would still pass the MOT.

[Phil №❶]

I was reading a post on the HOCGB site of a statement from the hy uk md as to why they are changing their set up from small dealer/family run franchise to the larger dealer networks.

It would appear it is down to wanting higher through put of sales which the larger dealers can offer and i take that to mean the fleet sales market which smaller dealers don't seem to specialise in.

When back on pc i'll post it, unless bumpkin or shambles get there before me.

I think I have to agree with the strategy here. It's a bit like supermarkets vs the corner store. Large volumes of customers simply can't be process in small workshops. The electronics required to service multiple cars must be a huge cost to owners.

AFA the Australian experience goes, I've never experienced a personal family approach, ever, especially when it comes to servicing.

Unfortunately, like a politician, The author is all talk when it comes to customer retention, they haven't got a hope in Hell  based on the contents of this thread alone, IMO.

[sootytorques]

Sorry, should advise, smokey exhaust at startup due to glow plug/wiring loom problem.

[prevell]

These incredible sagas make me realise how very lucky I have been.

I ordered a Hyundai i30 1.6 CRDI Comfort Auto in Continental Silver on December 3, 2009 with delivery quoted as 3 months from the factory because of the Diesel/Auto combination. The car was delivered from the Czech factory within 6 weeks (!) and I delayed collection from the dealer until February 1, 2010. According to the registration document V5C it is a Type FDH vehicle.

The list price was £15,000 and I received a discount of £3,000 under Hyundai's Affinity programme for Blue Badge holders. The car was bought from and is serviced by Hyundai London in Hendon, London NW9. I have been driving for 60 years and their professional attitude reminds me of VW workshops 40 years ago when I drove the same Beetle for 19 years.

The current mileage is 25,513 and NOT ONE DEFECT HAS OCCURRED IN THIS CAR. Not a rattle or a squeak, nor a blown fuse or lamp. No water ingress even through deep fords where I trusted to luck and you know what that could mean for a Diesel engine.

I hope that Hyundai management put their balls on the line and compensate you for the hassle which you have been subjected to by incompetent cretins who should not be trusted with a spanner.

A free replacement might be a good start to begin with.

Peter Revell

[Dazzler]

Excellent post Peter (pity you only make about one per year) 

[Phil №❶]

 

[Mike SX]

My experience of hyundai uk is very poor, as my local dealer is a franchise it appeared as if hyundai uk has no control over them.

Yes, that does sum it up - after Hyundai (UK) arranged their favoured Dealer/Senior Technician to contact me urgently, THEY NEVER DID

And still  they have not returned any calls to even arrange an investigation of the on-going problems, (over 2 years).

[prevell]

My previous car was a Skoda Fabia vRS 130PS which was also made in a state of the art factory in the Czech Republic. That too had no defects until 50k miles when I had to limp home 45 miles steering what sounded like a metal dustbin full of tin cans.

That was my brutal introduction to the expensive world of the Dual Mass Flywheel (DMF). Thank you, Mr Sachs!

It is alleged to smooth out the massive variations in torque which occur with small Diesel engines developing 100PS and more. Skoda put their hands up, said that they expected 100k miles to failure and paid half the cost of a new DMF and clutch BUT NOT THE EXPENSIVE LABOUR CHARGE.

One of the reasons why I chose the i30 is because it has a chain driven camshaft. I pray that it does not have DMF.
 

Peter   

[Shambles]

It doesn't

[prevell]

Thank you, Shambles !