5 year Service Plan - 5th service with time and mileage hurdle being refused

<p>I bought my car (a Hyunday i20 1.6) and 5 year service plan new in April 2012 at Hyundai Plumstead.</p> <p>Today I took my car for it's final annual service at Hyundai Paarden Eiland and they have called me to say that you are refusing to honour my last and final service. The Hyundai agent agrees this is not fair considering that I am a) under the 60 000 km mileage, and also b) still within my plan period (expires 30 Jan 2017). </p> <p>Your own website states: "A service plan pays for specified aspects of the recommended services of your vehicle by an Approved Facility for a certain period of time or specific distance travelled, whichever happens first, within the Republic of South Africa."</p> <p> </p> <p>I called Liquid Capital customer services (whick took 9minutes, 15 seconds before I even spoke to an agent) - not a reasonable waiting period if you call it the service department. </p> <p>I spoke to Lesego, who instead of being able to assist and help me resolve my issue or investigate it properly, simply repeated that a 5 year service plan is a 15, 30, 45, 60 or annual service, whichever comes first .</p> <p>In my case, the annual service came first as my car was under each of those mileage hurdles at the time of every service. If the 60000km service was done in year 4 when I had only notched 39105km then the 45000km service should have been repeated. Selling a 5 year service plan implies just that - 5. Especially if we are going to base it on time - "whichever comes first" as you state - and time came before the mileage hurdles in my instance. To state "5" and say that a plan which is based on time, as mine is, is actually 4 services is hugely misleading and takes advantage of customers you are selling to. You can hide as much fine print in a document to legally try and support the number 4 but that it is misleading if you are selling a 5 year service plan product. Quick to want to sell me an extend ed service plan, you can't even deliver on the existing one.</p> <p> </p> <p>To add to my frustration, Lesego advised that she does not hold the policy document - it is only held only at Hyundai Plumstead and that agent is on leave and no other service person there is able to assist in pulling it up for review now that I am at work and without it. Why Liquid Capital, who actually manage the policy don't have a copy is bizarre. How can you a dispute a policy you broker if you don't even have it's contents? </p> <p> </p> <p>Additionally, I have had to make plans to be without a car today and have someone drop me at work and collect me, and now I also have take risk on the payment of a service that should be covered by my 5 year service plan because if I don't, my car won't get serviced and the effort gone to today to manage 2 peoples logistics for a day will have been a complete waste of time and a further inconvenience. </p> <p>To continue the frustrating experience, she advised that as Hyundai Paarden Eilan's call had not been logged, she could not see what the reason for the refusal was. Surely, a) your agents should log the call or know to do so when a dealership calls and b), the dealership should know this is required? </p> <p> </p> <p>A service plan is a huge upfront investment and the reason customers take it out is to feel secure and safe in the knowledge that they are covered for - inthis instance 5 years - of their car ownership. </p> <p>Your website states: "Your servicing costs are fixed and provided for so you don't have to feel the pinch of regular servicing costs when your vehicle is due for a scheduled service.You don't have to worry about inflation, parts or labour cost increases."</p> <p>Not worried? Not true at all... my car has been making a noise for a while that I am uncomfortable with and because I was advised to wait to closer to my annual service plan but within it's expiry so that it isn't pushed out, I did. If my safety and that of my vehicle isn't the point of a service plan then I really just don't understand... </p> <p> </p>