Bad service - poor customer focus

As sent to the dealer principle. Email dated 9/9/20. To date, no verbal or written acknowledgement of complaint.

Dear Dean

I spoke with you on Friday and discussed the overheating of my Kia Rio – thank you for your advice.

The vehicle was towed to your dealership on Friday and booked in by Amelia. It apparently checked on Saturday by the workshop manager. I didn’t hear anything from Amelia from Monday and by 10:00 I visited to check if there was any word or update. I feel that this is where everything went wrong and the reason for me contacting you now.

1. I arrived shortly after 10:00 on Monday morning 2. Amelia confirmed that nothing had been done 3. I questioned why? a. Firstly she said that they were busy on Friday i. When I walked in on Friday, there was one vehicle being attended to – this was around 13:00. The floor was empty ii. She said that they were busy and bookings take priority b. This was NOT informed to me on Friday. As a matter of fact, she said that there are technicians that are working and I there is a possibility that the vehicle may be attended to then. c. Half accepting what she said, she shuck her shoulders and that was it, I walked out 4. She called me within five minutes to inform me that the vehicle was checked on Saturday by the workshop manager and said that there is no warranty as the vehicle was in an accident. She then quoted me verbally at R6 450 for repairs a. The vehicle was NOT in an accident b. She then put me in touch with the manager who told me the same c. I offered my insurance documents as proof that there was no collision d. I asked where else is there damage to confirm this statement e. He then informed me that they would remove the bumper and recheck 5. By 15:12 I still had no feedback a. I called back –she said that there was no feedback i. She reiterated that bookings to preference b. I complained to her and informed her that it feels like this is not a priority for their business and asked if she can please prioritize this as I am in sales and cannot go without a vehicle. 6. Amelia then called me at 15:36 to inform me that the claim had been approved and will be repaired under warranty a. She confirmed that the vehicle will be available at 12:00 on 8/9/20 7. Why is there a significant cost reduction? You originally quoted me R6 450 - these invoices are made out to the value of R4 218.92. 8. Why was the claim rejected initially and considered as accidental damages, whereby your workshop manager insinuated that I had experienced an accident? a. Only after discussions and offering insurance documents had your employees acted appropriately and disassembled the front bumper to confirm that no accident had taken place. One can visually see that there was no other damages that occurred, what led to this accusation? 9. This has amounted to me being severely inconvenienced over the weekend and two days out of the new week. 10. I note the comment stating that the "clutch needs to be replaced soon". The vehicle is 3 years old, done under 70 000km. I drive the vehicle very reasonably and consider the vehicle to be in very good shape. It has a full service history, how is the even possible? a. Having discussed this with whomever this morning, it seems like this is common – I have never driven a vehicle of this age and needed to replace the clutch – this is shoddy and I will be reporting this to the media. Kia advertise 150k, 5 year warranty, but your team seem to think that hiding behind T&C’s is acceptable. This is disgusting! 11. I collected the vehicle today a. Firstly, there is an old bolt lying in the windscreen – I question why – this is not one of our parts b. Open the bonnet – there are two wires disconnected – I ask for you and someone comes in your absence i. He then informs me that the wires are not for this model ii. Another gent then arrives, plugs the wires in and they were for the lights c. What checks are done before the vehicle are ready to be release – this is unacceptable!

Over and above this Dean, I feel that it is important to voice this, whether respected or not. When a person experiences an event such as this, their emotions are overwhelmed with concern and worry. I traveled to the dealership on Friday with the tow driver to ensure that my vehicle was safe. Firstly, your workshop was empty. Amelia said that you don’t think that it will be done today as the workshop is very busy.

Secondly, she said that there are technicians available tomorrow (Saturday) but can't advise whether it will be assigned to an available technician - why not?

Thirdly, upon not having heard anything by 10:00 on Monday morning, I traveled to the dealership again, questioned why the vehicle had not been attended to yet, whereby her attitude was simply, "we had bookings and the bookings take priority". This is my third dealing with Amelia, of all three, I have not been satisfied with her behavior and feel that she is carefree with her customer skills and communications skills.

My vehicle is due for a service within the next 2 000km, out of service plan. You will not enjoy my business any longer as a result of my last dealings with this dealership. I feel that your representation of this brand has been unprofessional in all aspects of this experience, as well as my last, which was the reason for me reporting it to you in June.

These are the events as recorded by myself and I would appreciate your time and commitment to address this and respond.

Kind Regards, James