KIA - Anything for a sale / Nothing but empty promises

I am extremely disappointed with my experience regarding the availability of parts and the level of customer service received from Kia.

One of the key factors in our decision to purchase a Kia was the assurance that parts would be readily available should repairs ever be required. We were sold the peace of mind that comes with owning a vehicle backed by a reputable manufacturer with strong support and readily available replacement parts. Unfortunately, our experience has been the complete opposite. The reality we have encountered bears little resemblance to the confidence that was sold to us at the point of purchase.

Our vehicle has now been off the road for close to two months while waiting for parts, leaving us reliant on e-hailing services and other costly transport arrangements. The financial impact has been significant and continues to grow with every passing week. Despite payment for the required parts being made, the parts were only ordered several days later. We were then advised that the parts would arrive within approximately 21 days. That deadline has long since passed.

What makes this situation even more concerning is that we are not waiting for a replacement engine, gearbox, or any other major mechanical component. The outstanding parts are silicone boost pipes, yet the wait has stretched into months with no cer*****y as to when they will arrive. If Kia is unable to supply relatively simple components within a reasonable timeframe, it raises a serious question: what would customers be expected to endure if they required major engine, drivetrain, suspension, or body repair parts?

Throughout this process, communication has been poor, inconsistent, and largely ineffective. After repeated follow-ups with the dealership, we were informed that some parts had arrived while others remained outstanding. However, no firm delivery date could be provided.

We then escalated the matter to Kia Customer Care in the hope of obtaining clarity. Unfortunately, the response only created more confusion. The dealership provided one estimated arrival date, while Kia Customer Care provided a completely different date. As a customer, I am left wondering how two departments within the same organisation can provide conflicting information regarding the same parts order.

This raises serious concerns about Kia's internal communication and customer support processes. If the dealership and Kia's own customer care department cannot agree on something as basic as an expected delivery date, how can customers have confidence in the information they are being given? It appears that nobody within the organisation truly knows what is happening, and the customer is left to navigate the confusion.

What is particularly disappointing is that despite repeatedly informing both the dealership and Kia Customer Care of the substantial financial burden these delays have placed on us, not once was a courtesy vehicle offered or any meaningful assistance provided. We have made it clear on numerous occasions that being without our vehicle for such an extended period has cost us an arm and a leg in alternative transport costs, yet there has been absolutely no effort to assist or alleviate the situation.

As a large international manufacturer that promotes customer satisfaction and after-sales support, one would expect some level of intervention when a customer has been without their vehicle for nearly two months through no fault of their own. Instead, we have been left to absorb all the costs, inconvenience, and frustration ourselves.

At this point, the issue is no longer just about delayed parts. It is about broken promises, poor communication, a lack of accountability, conflicting information, and a complete failure to support a customer when it matters most.

Customers can accept delays when they are communicated honestly and managed professionally. What is far more difficult to accept is being left without answers, without timelines, without a vehicle for nearly two months, and without any meaningful support from the very company that promised peace of mind when the vehicle was sold.

Based on my experience, I would not recommend purchasing a Kia to friends, family, colleagues, or anyone currently considering one. While the vehicle itself may appear attractive on paper, ownership extends far beyond the day you drive it off the showroom floor. When something goes wrong, parts availability, communication, and after-sales support become the true measure of a manufacturer.

My experience has been one of excessive delays, contradictory information, poor communication, a complete lack of urgency, and no meaningful customer support. Being without a vehicle for nearly two months while waiting for silicone boost pipes, receiving conflicting updates from different Kia departments, and being offered no practical assistance despite the significant financial impact has been incredibly disappointing.

If this is the level of support provided for relatively minor parts, I would be genuinely concerned about the experience customers may face when requiring major repairs. For that reason, I cannot in good conscience recommend Kia to prospective buyers and would strongly encourage them to carefully consider the after-sales support they may receive before making a purchasing decision.

Unfortunately, this experience has left me with the impression that once the sale is concluded, the promises made during the sales process matter very little, and customer satisfaction becomes far less important than securing the purchase itself.