Mixup by Service advisor costs me money

Item: Hyundai South Africa
Rating: 1
Author: Imraan J

This review is on behalf of my dad I noticed that the shocks on my Hyundai Accent seemed faulty so whilst in the area I took my car to a HiQ branch. The shocks were tested and they confirmed my suspicion. They provided me with a report (attached). The mileage at the time was 59077km. Since I had a Hyundai maintenance plan , I decided to take the report to Hyundai Springfield for shock replacement under the maintenance plan. I spoke to Sharon Govender, the service advisor who agreed that the shocks needed replacement and insisted that this be done at the same time as the 60000km service as the mileage was just under 60000km and this was fine. I therefore booked the car for both the service and shock replacement on 25 April 2016. The mileage recorded on the jobcard invoice was 59465km (see attached) The jobcard invoice clearly states the need to replace both rear shocks (see attached) I went to pick up my car on 26 April but Sharon informed me that the shocks were not done as they need to be ordered first as they had no stock and she would contact me when they arrived. I assumed at that time that she had already received authorization for the shock replacement and was just waiting for the stock to arrive as this appeared so on the invoice I received. Sharon never contacted me so I went to the dealership on 8 May 2016 to follow up. It was only then did she tell me that Liquid Capital who underwrites the Hyundai maintenance plan had now rejected the shock replacement claim as they said that the policy now expired as the 60000km service was completed. This was very deceptive as Sharon who did not mention such a condition. Why did she insist I do the service before the shocks were done if this was the case? Why did she not obtain authorization for the shock replacement at the time of service rather than waiting for the stock to arrive? Should this have been the case I would have delayed the service until the shocks were done to avoid this conflict. I approached the service advisor who refused to assist as they claim that the “Hyundai” maintenance plan is not part of Hyundai Motors. They were passing the buck to Liquid Capital. When I called Liquid capital they maintain that the plan now expired on completion of the 60000km service and no work can be authorized after this. Just to note that the maintenance plan I have states a validity of 3ys or 60000km whichever occurs first and my current mileage is still only 59550km and the 3 years only ends in September 2016. There is no mention of it expiring at the time of service.. I feel really cheated in this and blame Hyundai Springfield for the lack of communication and cooperation. They were expected to obtain authorization for the shock replacement from Liquid Capital at the time of service AND BEFORE the expiry of the plan. As the maintence plan is labeled as a Hyundai plan surely they should be aware of these terms and conditions. It seems that Sharon forgot to load the shock replacement claim with Liquid capital in time. Due to their mixup and lack of professionalism, they should offer to replace the shocks if Liquid capital refuse to honour the claim.

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