Shocking after sales support pre-owned at Hyundai Silverlakes

Hyundai, if you can't stand behind the pre-owned vehicles that you sell, then don't sell them. The so called "Hyundai promise" with their 125 point quality check on pre-owned vehicles means nothing. It's just a marketing strategy.

We bought a pre-owned vehicle at the end of November 2021 from Hyundai Silverlakes. The sales person, Gideon, was friendly and helpful, but the branch manager, Riaan Marx, is rude, unprofessional and has no people skills. The after sales support is shocking.

At the end of January/February 2022 a warning light came on for the transmission. We contacted Gideon and took the vehicle back to the dealer. It was sent in for repairs, which left us without a vehicle and means of transport for two full weeks, during which we were not kept up to date about anything, no phone calls, messages, emails, nothing. We asked for a courtesy vehicle to which the response was simply no. Riaan made us feel like he was doing us a favour by getting the vehicle repaired, which we haven't even had for 3 months nor have we even done 3,000km by the time. Anyway, the transmission was repaired and we were told that there's a one year guarantee on the work done and should we experience any similar issues we just needed to bring the vehicle back.

During mid November 2022, the same issue occurred again. We informed Gideon and he responded with "it might be that the transmission needs oil". Which made no sense whatsoever as the initial repair was done about 9 months ago, how could it be possible for the transmission to require oil? We checked, there were no leaks nor evidence of transmission oil leakage anywhere. We did about 10,000km in the vehicle since we bought it at this point. We took the vehicle back to the dealer.

We tried to get a hold of the manager, Riaan Marx, but he is constantly in "meetings" and he never calls back. Again we're not kept up to date on what's going on. We contact Hyundai customer care who opened a case after we've been told to send an email to Riaan and cc the contact from customer care. Finally Riaan enters the picture. He responds to the email that the vehicle is waiting on collection from Mayfair gearbox, whom Hyundai Silverlakes is using for the repairs.

After a few days and numerous follow ups from our side, yet again, we get a response that Mayfair gearbox hasn't collected the vehicle as yet. The car has been with Hyundai Silverlakes for three full days by this time already and still nothing has been done. Riaan eventually answers the phone and tells us that Mayfair collected the vehicle, but this was a lie, because just before we spoke to him we spoke to the contact at Mayfair who confirmed that they were yet to collect the vehicle from Hyundai Silverlakes. Riaan does not know what goes on in his branch.

It's been another two weeks, going into the third week and we're still waiting for our vehicle. We received some feedback from Mayfair at the end of the second week that the problematic part was sent to their Johannesburg branch for further inspection and that an update would be provided the following Monday (being today). Monday came and went and an email was received saying that an update will be provided the following morning.

No courtesy vehicle or alternative solutions are provided to us, we just have to accept that we don't have transport for however long it takes to repair the transmission. We haven't even owned the vehicle for a full year, only did about 10,000km for the year and we weren't able to use it for a whole month of that period. We only know what's going on by constantly calling and sending emails that only gets answered whenever the staff feel like it. The case opened by customer care also does not seem to mean anything. Hyundai, please train your managers on how to deal with customers.