Hyundai refuses to honor warranty claim : Steering wheel peeling off

<p>My 2012 Hyundai Elantra went in for its annual service in September last year at Hyundai Zululand. I complained and pointed out that the steering wheel is peeling off. Then, it was just a few sections. They informed me that they are forwarding a warranty claim for the repair or replacement of the affected steering wheel. I heard nothing from the dealership or hyundai customer care.....infact I did not get a call from customer care, asking if I was happy with the service of the vehicle. </p> <p>I decided to do my own following up and went in to see the dealership myself. After waiting for about an hour, it was discovered that the warranty claim was actually declined on the basis that rings and finger nails damaged the steering wheel, and this was our own negligence. (All these assumptions, without even asking us if we use rings or drive, holding the steering with just our finger nails...) . </p> <p>I waited for the service manager to view the car himself. He was appalled at the condition of the steering wheel, and also discovered that the gear knob was also deteriorating at the same rate. Actually by now, the entire steering wheel has deteriorated quite bad. The amazing thing is that the car has only 24200km on the odometer. This is our car that we use on long trips, parks in the garage most of the time. A vehicel that is well pampered and still in spotless condition....except for the steering wheel I guess. The manager asked me to contact customer care, Hyundai myself and state my issues and concerns. </p> <p>I spoke to Angelee van Niekerk at customer care. She said that I should ask the dealership to put through another claim and include the new photos. She took my email address and promised to email me confirmation and also her email address so that we could include her on the warranty claim email. </p> <p> </p> <p><br />Hours went by. Received no email from her. I called to speak to her and held on the line and was cut off the line many times. Eventually late that aftrenoon, I got hold of another gentleman and he sent me an email and copied her. That how I got her email address after hours of trying. Her promises to email me and attend to me were empty. Disappointing for customer care. No care for customers. </p> <p> </p> <p><br />Weeks later, I heard nothing from the dealership or the customer care at head office. Last week I decided to phone the dealership and query. To my surprise....I was told that the warranty calim was once again declined, and they had thought that customer care had contacted me. No such thing. Poor customer care and feedback. </p> <p>My issues are as follows: Hyundai 2012 Elantra 1.8 GLS, car of the year finalist, which is the year model and why I bought the vehicle. All good when u purchase, but when u are unhappy and complain of defects....Nobody is interested or nobody even gets back to you. The vehicle in discussion, only has 24200km. Its parked in a garage most of the times. Neither my wife nor I use rings. My wife does not have long nails, and neither do I. If you hold the steering, you do not hold it with your nails. The peel offs are on the top and front facing part of the steering. The gear knob is not held with our finger nails but merely the palm of your hands. We dont drive with hands on the gear knob....only when we need to change gears. </p> <p> </p> <p><br />I have read on the hyundai forums of other customers with Elantras that have the same issues with their steering. The steering has deteriorated so bad that it is unpleasant to hold such a steering of such a modern car. I confirm that I do not use any chemicals or sprays on my steering or gear knob for that matter. If other people are complaining about their steerings peeling off, then Hyundai needs to do their homework, investigate and be customer focused to admit they have used poor quality materials on their steerings and gear knobs. Afterall....this was 2012 car of the year finalist in South Africa. I have other friends with Kia and Bmw with a similar problem and their steering were replaced under warranty. My vehicle is still under warranty. Hyundai now offers 7 year, 200000km warranty. What good is it if every complain that is valid is made to be the customer's fault and for your own account, and worse off....They dont even give you feedback or come back to you, or for that matter, you must go direct to customer service yourself and fight a losing battle because they wont listen to your concerns and maybe.....your finger nails and rings damged your own steering wheel. </p> <p>I also had another Hyundai vehicle that started to rust around the rear window. The service advisors and technicians confirmed it was rust and advised me it was a warranty claim and they were going to sort it out, We are now 2 years later....never heard anything from them. No feedback what so ever. In fact, I let go of the vehicle last year, changed my brand of preference. The service from Hyundai customer care is pathetic and Im sad to say....service is good when you are deciding to buy the car. Valid concerns and reality of deterioration is not a concern for Hyundai. How do expect to be a leading brand, and provide a longer warranty period and claim to be a market leader, when you cant honor your existing customers and attend to their concerns whilst their vehicles are still under warranty. And now you are offering and unbeatable 200000km / 7 year warranty. You should first advertise how you dont honor existing customers and can't keep them happy before attracting new ones. I previously owned a vehicle that I bought second hand (Not a Hyundai), took the mileage up to 240000km, without touching the engine, it was 11 years old by that time. Not a peel on the steering , not a spec of rust. At that time I used a ring. I drove the car everyday. I was not a car of the year. It didnt have an expensive stitched steering, like the one found on the Elantra. My current vehicle parks in a garage most of the time, is a 2012 model, bought brand new from a Hyundai Dealership, has 24200km on odometer. Use no rings. No long finger nails. Makes you think who the problem is .....the customer or the vehicle manufacturer? The other car had almost 10 times the mileage with no steering deterioration. I am a totally dissatisfied, unhappy hyundai customer. I told the warranty clerk at Hyundai Zululand....I will not buy another Hyundai in my life again due to the pathetic service and because Hyundai dishonors its customers. </p>