Service department with no service

Item: Hyundai South Africa
Rating: 1
Author: Timothy E

<div id="m8256" class="mail-message expanded" style="color: #000000; font-family: sans-serif; font-size: 13.696px; font-variant-ligatures: normal; orphans: 2; widows: 2;"> <div class="mail-message-header spacer" style="height: 235px;"> </div> <div class="mail-message-content collapsible zoom-normal mail-show-images " style="overflow-wrap: break-word; margin-top: 16px; margin-bottom: 16px; zoom: 2.72561;"> <div class="clear"> 2017-02-16 RE: HYUNDAI PINETOWN SERVICE CENTRE To whom it may concern My vehicle was booked in for a 30000km service on 15-02-2017. I brought my vehicle in at approximately 7:05am. I was told that my service advisor in Sanett and she will provide feedback during the course of the day with feedback regarding the vehicle. I did not receive any feedback that entire morning and at 13:05 I called the service department to check the status and to find out if my vehicle will be ready by 14:30 as I need to pick my wife up from work or make other arrangements. I was told that my car is still in progress and that they cannot give me a time to which I said that’s fine and the call was terminated. At 13:30 I received a call from Sanett saying that the 30000km service is complete and that she needs to quote me on other stuff that the vehicle needs namely the central locking on the front passenger side jams when opening with the remote, wiper blades, and covers underneath the vehicle, I told her that I am not accepting any quotes and that the central locking should be covered by the manufacturer as it is not a wear and tear product to which she rep**** they have to quote per hour for workshop labour. I still insisted that I should not be held liable for that and that I hve only had the car since July so they should sort it out (I found out later from Farhad that factory alarm and central locking is covered with a 3 year/60000km warranty). She then said she will check on the central locking and do a quote for the rest of the stuff and that I should speak to Donna about them paying for those repairs. She said that my service is done and the car is going into the wash bay and will be ready in about an hour and the driver will fetch me. So i thought okay an hour so I would make it to fetch my wife from work at 3pm if she waits for only 15 minutes. I waited until 14:15 and no sign from the driver or communication as to what is happening and I called the dealership back and spoke to Malini and again asked her where is the driver as I have been waiting for so long, she just told me that the driver will call me when he is leaving and he is waiting to fetch other clients from Westville and will come for me at the same time. I said okay and the call was terminated. My wife finishes work at 14:45, because of this I had to call an Uber to fetch her which cost me R137.00 At 15:40 I called again this time very upset and asked Malini where the driver is and that I had meetings that I scheduled according to the time frame given to me by that dealership, once again I was told that the driver will call me and I should wait for that call. I went to the extent of calling Donna to help me because I know from past experience that she is extremely dependable, she went looking for Sanett and sent me a message to say that she cannot find Sanett and every time she goes to look for her she isn’t there. Here’s where it gets interesting and the story unfolds... at 16:30 I get a call from the driver to ask for directions to my place, after giving him directions he arrives at around 16:45, at this time I was in meeting with a potential client and I had to leave as my wife needed her car for work and i knew that the dealership will close (I lost that client by the way) After asking the driver what is going on he told me that he saw my car and another car in the workshop and he went to find out if both those cars are being carried over and he said that they didn’t mark in the shuttle book that the vehicle is done thats why I wasn’t picked up, surely after calling so many times Sanett or Malini should have checked what was going on but clearly they felt that wasn’t their problem. While driving to the dealership I get a call from Sanett and I told her that I am on the way and that I would like to see Farhad and her Senior Manager, she said okay that’s fine and terminated the call. I get to the dealership, Sanett is nowhere in sight nor the managers that I asked to see so I asked for Farhad and he checked the shuttle records and my vehicle was still not marked that it was done (that driver took the initiative to do their jobs for them or else I would have not got my car back yesterday),we went into Ryan’s office and explained the whole situation. When Farhad and I came out for me to take my car everything that Sanett said she would do was not done. The service book wasn’t stamped, the quote wasn’t done and the service paperwork was incomplete, Farhad stamped the book and completed the paperwork, I still do not have a quote for the rest of the stuff that she mentioned. More than one employee told me that most customers complain about Sanett so why hasn’t anything been done about it? Maybe give her a job that is not customer related. To sum my whole experience up at your service department was pathetic and terrible, my first 15000km service where Farhad handle everything was so good that I bought the entire service department lunch. I lost a deal with a potential client, had a meeting scheduled with Makro for me to do business there which I lost and also had to pay for an Uber to fetch me wife. You guys charge labour per hour, well what about the hours and business that I lost due to negligence of your staff? You all should learn from Donna and take a leaf out of her book when it comes to customer service and relations. I am extremely disappointed with a franchise that I once held in high regard. I went through the next week to see Ryan the service manager as he said to come for a fuel voucher to compensate for the inconvenience and money spent because of the dealership, on my arrival I told Farhad that I'm here to see Ryan and he said he will call him for me. I wait outside for 45 minutes and no sign of anything. I go in and get told that Farhad is gone into a meeting, nobody even bothered to let me know. Eventually Ryan came out from hiding and he said I must wait another hour a so. At this point I am completely livid as for the second time they have now wasted my time. I will not buy another car from you guys and will take this to social media. Call recordings available on request. Kind Regards Timothy Egappen ********** 156 </div> </div> </div>

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