Bad Service from a reputable car dealership

Item: Hyundai South Africa
Rating: 3
Author: tyronefg T

TO WHOM IT MAY CONCERN BUILDING AND MAINTAINING A FUNCTIONALRELATIONSHIP WITH CLIENTS, ENSURING EVOLVING NEEDS AND EXPECTATIONS ARE MET SHOULD IN FACT BE A FOCAL POINT IN EYERY BUSINESS ORGANISATION. ITS WITH GREAT DISPLEASURE THAT I TYPE OUT THIS LETTER AS A SERIES OF EVENTS AS LEAD TO THIS ,AS I AM CONSTANTLY BEING FACED WITH BAD SERVICE BY HYUNDAI UMHLANGA. THE CUSTOMER SERVICE THAT I RECEIVED ON THE MANY OCCASSIONS THAT I NEEDED HELP, WAS PATHETIC. AS A CLIENT TO THE BRAND I HAVE FACED MANY UPHILL BATTLES SADLY WITH LIMITED RESOLUTION IF NOT NONE AT ALL. SEEMS AS THOUGH THE HUMANITY ASPECT IN PROVIDING EFFECTIVE SERVICE IS ABSENT. QUERIES HAVE LEAD TO COMPLAINTS WITH NO RESOLUTION. EMPLOYEES OF THE BRAND WHO SHOULD BE THE DRIVING FORCE BEHIND THE BRAND ENSURING CLIENT SATISFACTION FAILS TO SAY THE LEAST. I PURCHASED A VEHICLE IN 2015 IN GOOD FAITH FOSTERING THEN WHAT I THOUGHT WOULD BE GOOD RELATIONSHIP AS I CHOSE A RELIABLE BRAND THAT WOULD PROVIDE ME WITH GOOD SERVICE THROUGH MY JOURNEY WITH MY VEHICLE, LITTLE DID I REALISE THAT AFTER SALES SERVICE IS NON-EXISTANT. HYUNDAI SOUTH AFRICA IT IS A DISAPPOINTING EXPERIENCE TO BE ASSOCIATED WITH YOUR BRAND AS WELL AS THE DEALERSHIP HYUNDAI UMHLANGA. UPON MY VEHICLES SECOND MOTOR SERVICE, I WAS ADVISED THAT THERE WAS A FAULT WITH THE GEARBOX AND THEREFORE THE VEHICLE NEEDED TO BE BOOKED IN. I REQUESTED A COURTSEY CAR AND WAS PUT ON A WAITING LIST, WITH TWO PASSING WEEKS THERE WAS ZERO FEEDBACK, NO COMMUNICATION. I THEREAFTER LIASED WITH THE DEALER PRINCIPAL OF HYUNDAI UMHLANGA WHEREBY ANTHEA WALTER GIROUT ASSURED ME FEEDBACK WITHIN A WEEK. AGAIN ZERO FEEDBACK. AFTER MAKING CONTACT WITH ANTHEA SHE ADVISED THAT SHE HAD NO COURSEY CAR AVAILABLE FOR ME AND I SHOULD RATHER BOOK MY VEHICLE INTO HER WORKSHOP AND FURTHER 1NCOI4V ENIENCE MYSELF BY NOW APPROACHING AN ALTERNATIVE DEALERSHIP FOR A COURTSEY VEHICLE. AT THIS POINT I AM NOW BUFFLED BY WHO IS THE DEALER PRINCIPAL AND WHO IS THE CLIENT ESPECIALLY IF ANTHEA NOW EXPECTS ME TO DO HER JOB AS WELL. WITH WEEKS PASSING BY ITS NOW TWO MONTHS LATER, STILL NO FEEDBACK. CUSTOMER SERVICE APPEARS TO B‘E THROWN OUT THE WINDOW. I THEN VISITED THE UMHLANGA DEALERSHIP WHERE I WAS INTRODUCED TO STEVEN THE NEWLY APPOINTED NEW SERVICE MANAGER. STEVEN WAS BROUGHT UP TO SPEED WITH MY GRIEVANCES. STEVEN HAD THEN FULFILLED MY REQUEST A WEEK AND A HALF LATER WITH THE COURTSEY VEHICLE. ON THE DAY OF TAKING DELIVERY OF THIS COURTSEY VEHICLE. I NOTICED THE CAR HAD NO LICENCE DISK. I EXPRESSED MY CONCERNS OF DRIVING AN UNLICENSED VEHICLE, 1WAS REASSURED THAT THE DEALERSHIP WOULD BARE FULL RESPONSIBILTY AS THIS VEHICLE WAS JUST ON LOAN. IN THE PAST WEEK I HAVE NOW RECEIVED A CALL FROM THE SERVICE ADVISOR INFORMING ME THAT MY VEHICLE IS NOW BACK FROM THE COMPANY WHO WAS HANDLING THE GEARBOX FAULT AND THAT FURTHER INTERNAL FAULTS WILL BE HANDLED INTERNALLY BY THE DEALERS WORKSHOP THEREFORE MAKING MY VEHICLE READILY AVAILABLE THE NEXT DAY. I WAS THERAFTER PUT THROUGH TO THE USED CAR MANAGER DEON WHO ASKED IF I COULD BRING THE COURTSEY VEHICLE BACK TO THE DEALERSHIP FOR AN HOUR SO THAT HE MAY SHOW THE VEHICLE TO A POTENTIAL CLIENT. I INFORMED DEON THAT I WAS BUSY AT WORK AND WON'T MANAGE THAT INCONVENIENCE , HE HAD EVEN OFFERED TO FETCH THE VEHICLE BUT I HAD REFUSED AS IT IS AN INCONVENIECE TO ME AS MY PLACE OF EMPLOYMENT DOES NOT EXPECT THIS KIND OF BEHAVIOUR. I INFORMED DEON THAT THE COURTSEY VEHICLE WAS ALLOCATED TO ME UP UNTIL THE POINT MY VEHICLE IS READY FOR COLLECTION AND AT NO SUCH POINT I WILL PART TAKE IN ANY ACTIVITY OUTSIDE MY AGREEMENT. I ADVISED DEON I WOULD REPORT THIS MATTER TO HYUNDAI SOUTH AFRICA, DEON RESPONDED BY SAYING I CAN GO AHEAD AND DO SO. DEON WENT ON TO BEING ARROGANT, RUDE AND FORCEFUL IN THE TONE OF HIS VOICE. DEON THEREAFTER THREATHENED THAT HE WOULD TRACK HIS VEHICLE DOWN AND SEND OUT A DRIVER TO COLLECT IT. I STILL WENT ON TO EXPLAIN TO DEON THAT I AM IN POSSESION OF THE VEHICLE AND I SIGNED FOR IT AND I WILL CERTAINLY NOT SPARE AN HOUR TO BRING HIM THE VEHICLE AS IT IS AN INCONVENIENCE TO ME. SHOCKED BY THE CONVERSATION WITH DEON I HAD THEN CONTACTED STEVEN WHO HAD RELEASED THE VEHICLE TO ME, I EXPLAINED TO HIM THE CONVERSATION THAT HAD TRANSPIRED WITH THE USED CAR MANAGER DEON AND HE WAS LEFT IN DISMAY AND FURTHER ASSURED ME THAT NO ONE WILL COLLECT THE COURTESY VECHICLE FROM ME. I RISE FROM AN INDUSTRY WHO PRIDES ITSELF WITH EXCEPTIONAL CUSTOMER EXPERIENCES. I AM UTTERLY APPALLED BY THIS ALARMING BEHAVIOUR THAT THE UMLANGA DEALERSHIP HAS THROWN AT ME. W ARE ALL AWARE BY THE POWER OF WORD OF MOUTH AND WHAT AN IMPORTANT TOOL IT IS AS IT CAN EITHER BUILD YOUR BRAND OR BREAK YOUR BRAND. I AM DISGUSTED BY THE SERVICE STANDARD THAT HYUNDAI UMLANGA HAS NOT ONLY PORTRAYED BUT HAS SET.

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