Australian Hyundai Dealers and i30N

[BoyRacerN]

interesting, i think it is unfortunate that you only have 2 dealers to look at for Hyundai, i have heaps around me (melbourne) and i am confident it makes them more competitive with the sale and aftercare service. i've had to take mine in for a few things since i got it in March and they have been very good to me with booking it in quick and replacing everything under warranty no hassles, i even noticed that my driver floor mat was wearing through quite fast and they got me a whole new set.

i havent heard too many negatives coming from melbourne dealerships but i personally was brushed aside/treated poorly at one dealership after test driving two times, luckily i called up another one and they were rapid to get a deal done

hope the GR yaris goes well! i was inclined to test drive one but my local dealership had none

 

[GazmaN]

interesting, i think it is unfortunate that you only have 2 dealers to look at for Hyundai, i have heaps around me (melbourne) and i am confident it makes them more competitive with the sale and aftercare service.

hope the GR yaris goes well! i was inclined to test drive one but my local dealership had none

I've only got the one to "choose" from really, the other in the NT being in Alice Springs (a 1,500 km drive down the road). I think you've touched on a valid point though; their only competition is the independents - which is where our cars will be going moving forward.

I'm genuinely glad you've been looked after, and more than a little envious. This mess is the only thing that has sullied my experience with the N.

The Yaris is hilariously fast. An incredible car, really. Not an all-rounder like the i30N but Toyota have done something truly special here.

 

[GazmaN]

Apologies this thread has become all about me of late. After four days in the shop I got the car back from Hyundai this afternoon. Given the positive comments from other members in southern states this not an indictment on every dealership in Australia. I've never done this sort of thing before but I'm at my wit's end. Just when I thought I'd dealt with the worst of it...

Hi <Service Manager>

I'm not at all satisfied with the repairs to the bonnet. If these are the people you use, and that do it "right" as you sold it to me, you've got more serious problems than you realise. I've attached a photo.

Further, now we have some new problems. My front spoiler lip has been damaged on your watch (another photo attached). Don't even think of alleging that this was present before I dropped the car off to you, or happened on the way home. I know every square inch of my car (because I wash and detail every square inch of my car every weekend). It goes over every speed bump at an angle, and at about two kilometres per hour, enters every driveway in the same fashion and is parked a foot (at least) off every kerb. You don't have to be an expert to see how fresh the damage is.

And finally, here's a photo of the trip meter that I took in the driveway of the dealership before I drove off. Those are beyond race track fuel consumption figures. Over 80 litres per 100km?! Wow, someone's had some fun! And don't try the "it's only done 1.4 kilometres - it was probably just idling for an extended period" bullshit either. I drove 1.4 kilometres and then let it idle in my driveway for almost 20 minutes (not a good idea but I was prepared to risk glazing the cylinder bores to prove a point - and documented it all too) and the worst I could get was under 30 litres per 100km. I reset the accumulated mileage / consumption when I dropped it off to you (just in case) but someone reset it again at some stage - yet still failed to completely cover their tracks. I took photos of the odometer before and after I gave it to you and it travelled just under 30km.

So, here's how this is going to work. My car will never enter your driveway again. It will henceforth be serviced by an independent and trusted mechanic of my choice who will carry out a factory logbook service using genuine Hyundai parts so I keep my warranty. In the meantime the car will be taken to a paint and panel shop of my choice who will provide a quote for the proper repair of the bonnet and the newly acquired damage to my front spoiler lip. I will provide you with the quote and you will approve payment of that amount into my bank account. You will also refund me the cost of the last "service". And then we will be done. Alternatively, I'll start with the Dealer Principal and work my way up to Hyundai head office. And get myself a Facebook account (I don't have one yet), post my experience with you muppets on every i30N page in Australia and the world, Google review you, and generally make myself a serious thorn in your side.

Don't call me - I want everything in writing from this point on. Kindly agree with my terms and this might be settled somewhat amicably. Your choice.

Yours sincerely

<Gazman>

 

[Jajodu]

You must keep us informed about the outcome. What a bunch of grippers (that's wankers without the intelligence to move their hands)

 

[R Veloster N]

I’m also interested in seeing the response if any.

 

[mickjf]

Unfortunately having gone through a number of similar problems with dealers and insurance companies in recent years my best advice is for you work on the assumption this will only be settled in court. Then work backwards from there and determine what processes you need to follow now, what you need to document and what you are entitled to claim and how (e.g. formal letter of demand by registered mail with 2 quotes).

Also in future keep any correspondence to purely the facts of the matter and don't include any threats to go public or the use of independent workshops.. Stick to dates, times, events, conversations, photos, what you claim they have/haven't done and precisely what you want to rectify the situation.

Good luck!

 

[R Veloster N]

This^ is the right approach.

An attorney will also immediately inform and recommend; no outside discussions especially without their recommendations or especially on the internet.

 

[Hugh_85]

My rule to the service dept. if it's driven the camera's are to be connected! covers me and covers the service monkey's that drive the car (tell them it's for insurance).
It really sucks that the place you take the car to that should know and care about it just doesn't, and you trust they'll take care of YOUR car and not take it for a thrash at lunch time. I've come to the conclusion they're all full of shit and once you've signed the sales contract the care/effort ends.

Happy to share my request for refund and the response I got from the dealers to you @GazmaN

 

[R Veloster N]

Personally, I’d go after the dealerships insurance company. It was damaged in their care and custody, which makes them directly and personally responsible as such damage. This is supported by law.

 

[LordPave]

Apologies this thread has become all about me of late. After four days in the shop I got the car back from Hyundai this afternoon. Given the positive comments from other members in southern states this not an indictment on every dealership in Australia. I've never done this sort of thing before but I'm at my wit's end. Just when I thought I'd dealt with the worst of it...

As someone who grew up in Darwin (I left back in 2000), your experience is one of the many reasons why I ended up leaving. I love the place a lot, but the arrogance of a some of the businesses is quite off putting. Working in IT, I remember having to only ever deal with CSM or CSL, as they were the only major shops available who did what we needed - they weren't great from a customer point of view.

Cars were always another problem - whilst I never had problems (the i30N I've bought is my first ever new car, and the first car I've bought that is less than 10 years old when bought), I do recall my parents having smaller issues with our family cars (Kerry Holden/Nissan), and my father having several issues with his work cars (both for Ford and Holden). Some things never change there, it seems.

Its a real shame you're experiencing these problems though, hope you get a good outcome out of this.

 

[BNEJRN]

My rule to the service dept. if it's driven the camera's are to be connected! covers me and covers the service monkey's that drive the car (tell them it's for insurance).
It really sucks that the place you take the car to that should know and care about it just doesn't, and you trust they'll take care of YOUR car and not take it for a thrash at lunch time. I've come to the conclusion they're all full of shit and once you've signed the sales contract the care/effort ends.

Happy to share my request for refund and the response I got from the dealers to you @GazmaN

I'd like to know which dealership you had a poor experience with so I can avoid!

 

[Hugh_85]

I'd like to know which dealership you had a poor experience with so I can avoid!

It's in the 4304 postcode

 

[GazmaN]

My rule to the service dept. if it's driven the camera's are to be connected! covers me and covers the service monkey's that drive the car (tell them it's for insurance).
It really sucks that the place you take the car to that should know and care about it just doesn't, and you trust they'll take care of YOUR car and not take it for a thrash at lunch time. I've come to the conclusion they're all full of shit and once you've signed the sales contract the care/effort ends.

Happy to share my request for refund and the response I got from the dealers to you @GazmaN

Yes sir, you've echoed my thoughts right there. And I would be most grateful if you would be so kind as to PM me that info. Cheers mate.

 

[GazmaN]

Firstly, thanks to everyone for their sympathy, support and advice, particularly @LordPave - you do indeed know the lay of the land in this little hick town mate. I've copied the Service Manager's response below.

In hindsight I've not played this well, but I had to contact them in writing immediately about the new damage for obvious reasons (not that it did me any good) so I had no chance to cool down. I think my major mistake was making it clear that I'll never set foot on their lot again so they feel no need to placate me. Better grab the "go and get $%*#ed" email template, we've lost another one folks. And we won't even bother updating the template and call him by name in the salutation - let's just call him "client". They are all the same when we really stuff things up.

I'll collect my thoughts once I've had some time to chill and can stop thinking the only decision I need to make now is what calibre of ammo would be best suited to the job. Anyway, here it is. Have a laugh for now but know that I am at war .

_____________________________________________________________________________________________________

Dear client

Darwin Motor Group have mitigated your wiper and small area of bonnet marked when replacing your wiper on the last service in good Faith in keeping customer relations, we strive at all times in keeping our clients vehicles in a safe and kept conditions at all times and as we have seen here there are occasions that we have small items that require rectification which we have corrected.

We refute any suggestions that the vehicle has been driven in the manner suggested as the repair shop is less that 300mts away from us and our lady service advisor was the driver of the vehicle, also Darwin Motor Group will not be refunding your last service or agreeing with the extra repairs now found by yourself after the vehicle was returned to you as we can not substantiate the manner in which this has occurred

Also you have the right to have your vehicle serviced by a third party as the owner of the vehicle, as all warranty concerns that we have to undertake on the vehicle is not affected by a third party service agent unless they have undertaken repairs that effect the warranty of the area.

I have also sent a copy on your behalf to Hyundai and our management team

Have a great day

 

[_Emma]

‘Our lady sales advisor’ . That’s a lie right there. You wouldn’t even need to mention that if you didn’t think or know someone had been messing about. As a lady driver (allegedly) I can tell you that absolutely doesn’t mean you wouldn’t drive that car in the way to get that l/100km.

That’s a really crap response either way.

 

[R Veloster N]

we strive at all times in keeping our clients vehicles in a safe and kept conditions at all times and as we have seen here there are occasions that we have small items that require rectification which we have corrected.

This is why I specifically responded above. They are responsible for the care and custody of your car while in their hands, by law!

This is where their dealership insurance comes into play. This is the way it needs to be addressed. Any other way, will most generally get this type of response.

To say utilize a women as an excuse, is not a factor or reason for it not happening. Rather it be a woman or man, has no bearing upon the damage which occurred in their care and custody. The point of order here is, they caused the additional damage in their care and custody.

Drop any other pretense and focus on “Custody and Care" of your car. Proving they drove it X number of km’s is refutable. Someone at the body shop, may have in lieu of the service advisor. Mileage needs to be addressed up front by, having the service advisor document the mileage on the service sheet as proof.

Always take photos of the car when turning it over to the service department and acknowledge with them the specific photos, prior to entry into their service.

I understand this can be bothersome and an owner’s burden, however if you are aware of their previous malfeasance up front, it’s a positive benefit on your behalf. I’ve personally been through this several times. It is the only way of effecting personal recourse on your behalf.

I’m truly sorry this happen but it’s also a learning experience, given the circumstances. It’s our word against theirs and the only way to acquire the edge in situations like this and similar, is to do the personal diligence as the owner. They don’t care and are ambivalent with regards to anything but accomplishment of the servicing or repair of the owners car.

Most technicians are young and frankly could careless about any owners car and upkeep. It’s just the way of it. They are processors of a service or repair contract. Most owners let such things slide or are unaware. So, technicians are rarely held accountable or responsible and they know it. It is a rarity to have an owner who is actually aware of the condition of their car prior to service or takes the time to document its condition with a service advisor.

Doing so I’m future, can save a lot of frustration, disappointments and personal anger.

This is the ammo you are seeking.

 

[GazmaN]

This is the ammo you are seeking.

Quote of the day .

And mate, I've pretty much got it. Stood there in the lane on the deck and paparazzied the out of every aspect of the car when I dropped it off while everyone looked at me like I was a total w*nker. It ain't my first rodeo with these guys.

When I picked it up I was late (held back by a critical work incident), had to leave in a hurry to grab the kid from after-school care before they closed, did not have my glasses with me and only had time to snap quick photos of the mileage and fuel consumption before I had to take off. Thus they can essentially just allege the damage occurred between the dealership and home.

I'll post no more until this is finalised for better or worse. The stuff I've already mentioned is only the really, really bad stuff - they've dropped the ball on soooo much more over the last few weeks it's just insane. I've already said too much and carried on like a whining dog so I'm gonna park it for now. Everything you said is correct. Hope you and everyone else has a good weekend, man .

 

[R Veloster N]

Stay focused on the damage and care and custody of your car in their possession. Set everything else aside.

They have to prove it didn't happen in their care and custody. Hence the burden of proof is on them.

Download and keep the photos in a alternate location as well. The photos are your hard evidence (not that I have to remind you of this) and do not show your hand, until the time comes. Have a great weekend.

 

[BoyRacerN]

@GazmaN jesus christ you have been treated like shit by that dealership, that is abysmal. the audacity they have to then respond to you and say "hey look at us we did nothing wrong go service it elsewhere and have a nice day"

leave them a bad review on google/facebook, or a few, they seem to hate that. and leave pictures, if you haven't already.

when i picked my car up and went to get it ceramic coated the detailer said the paint condition of my 42km on the clock new car was worse than a used car, i sent photos and a lengthy email to Hyundai and asked them to cover the $350 paint correction and they paid it. i said i wasn't impressed and did not want to pay the fees to get it up to scratch. i guess around here with competition reviews go a long wayyyyyyy, not sure about your dealer. worth a crack

edit: adding to that, i notice a lot of people checking the KM's driven before and after a service or taking into the garage, i've taken my car in 4 times now and taken before and after pics and not even 1km has been driven, they literally drive it into the garage from the car park and then back out. surprised why others are having joy rides taken in theirs??

 

[GazmaN]

@GazmaN
leave them a bad review on google/facebook, or a few, they seem to hate that. and leave pictures, if you haven't already.

Thanks mate, but I can't be arsed wasting my time. I was going to, but check out Darwin Motor Group's Google reviews and sort them from worst to best - you'll be scrolling down for so long before you even make to the 2 star reviews that you'll get RSI.