********** Service Delivery

I have been a customer of Kia since the purchase of my vehicle in 2015. Due to change in infrastructure I had to make use of Kia Pinetown to service my vehicle. I have to say that I have never been more frustrated and disappointed with my experience at Kia Pinetown. On 6th January I had called to book my car in for the 18th January, this was for the annual service and also to check & fix the noise that occurred every time I accelerated. When I got to the branch, I found out that my car was not on the list and was assured by the service department manager, Mahen, that there was a computer error but that I will have my car within the day . . .this never happened. I got a call that afternoon from Mahen to say that 'sorry there was not enough time in the day for them to do my car' and I must come to fetch it the next day. At this point it was obvious to me that I was inconvenienced because the staff at Kia Pinetown forgot to book my car for the 18th January. On the 19th January when I went to fetch my car, Mahen confirmed the annual service was done and that the noise was a result of 2 leaks they found. Unfortunately they couldn't fix it because there were no parts available. So I had to take my car back once the parts arrived and I was assured that 'We just need 1 day to sort the leaks! :)' . . .So I booked my car in again on 2nd February, arrived to find out I wasn't on the list(yet again) handed my keys to the service manager who said 'We will have it ready for you this afternoon'. I go to collect my car that afternoon, and am told that after fixing the leak they found a crack that needed to be welded. (My first thought was why did no once find this during their inspection on the 19th Jan?). Anyways here I am, on the 2nd Feb driving away from Kia , with a much louder noise than before and a cracked part somewhere in my car, knowing that I had to take my car back for another 2 days so they could weld the crack. At this point I have little to no faith in the work ethic within Kia. . .but I was determined to see this through to completion because this is Kia, whose management philosophy is ‘Building a new future and realizing humanity's dreams by thinking creatively and tackling challenges head on.’ so I gave them the benefit of the doubt. . . On the 10th February I hand my keys to Mahen, who assures me with a smile that he will have my car ready by the 11th February. 11th February – I receive a call from Mahen , ‘Sorry, we hit a bump with the repair we will have your car ready tomorrow’. I call Mahen at 2pm today (12th February), and am assured that yes my car will be ready by 4-4:30pm for collection. I arrive at 4pm, Mahen tells me ‘ I’m so sorry but your car is not ready, we could not collect your part from the engineer whose now only opening on Tuesday,16th February because of Covid19’. I left Kia Pinetown in an Uber and made my trip back home furious!!! I have been more than understanding and patient. . . Where is the accountability? Is a ‘sorry’ supposed to erase the inconvenience I have been put through because Kia staff are ***********??? Kia your employees need a crash course on your Core values because I assure that challenges are not tackled head on. The work ethic and service delivery is abhorrent. . .As a long standing customer I have expectations of Kia. Expectations that your staff will communicate with me on time, that I will be told the truth and that staff don’t over promise and under-deliver