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_Emma said:
@mackenziejackson maybe the take home for you which links to your other threads about dealer expectations, is when there’s a fault communication is key and of course repairing it. Although this thread has been around UK issues, I’m sure the same applies to Where you are. Paul is correct about one thing, life is too short, when something goes wrong dealer’s assisting makes life much easier as you can see from the difference in his experience and others in this thread including mine.
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I come from a background of customer service while most salespeople come from a background of sales. So for myself, customer experience is very important for me but for some salespeople it is not.

Hyundai does a good job in pushing dealers to provide better service by using benchmarks for what our CSI (Customer Satisfaction Index) should be at and we are rewarded for reaching higher levels of satisfaction.

Unfortunately when you fill out your survey after you receive your N that you score directly affects the salesperson and not just the business, salespeople should always be trying to ensure that your experience was great because lots of salespeople do actually care and we get rewarded for high scores.

I believe that Hyundai pushes our service department for CSI benchmarks as well, and I know that my service department at my dealer is really good.

I guess what I am trying to say is go easy on us salespeople, a lot of things are out of our control especially things like production delays. I cannot understand how an unhelpful dealer will make it in this business as there is so much competition and with the internet being such a huge thing if you have a bad experience people will know about it and go elsewhere.

I am sorry about you having a bad experience with your Hyundai dealer but if your Hyundai dealer is not great at providing good service before or after the sale then they will drop below benchmark and won't last long.
 
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I want to be really clear I haven’t been hard on anyone - at all. I worked in sales and retail, and I own my own business selling stuff so I know how this game works (and if any of you dealt with people who knit/use yarn you'd know that isn't a walk in the park). I also haven't focused in on the sales person with regards to the people I've dealt with, apart from one person who was really quite rude (who has actually since apologised which was unexpected). My issues have been with dealerships as a whole and central customer service, again as a whole entity. Again, this is a forum and the internet, what I say here is not how I conduct myself in a dealership - the same way people who have muscled in on this throwing things about yesterday probably wouldn't do it to my face, and if they did they wouldn't be quite so flippant. You're more than welcome to get my car sorted and sift through the emails and calls lads - I don't think you'd be quite so judgemental then.

@mackenziejackson I completely agree things are out of your control, but what is your control is communication, communication, communication. Just ring and let people know, answer calls, don't ignore emails for several weeks. That was all my point was, even if it's a call to say 'we haven't heard anything but I'll chase it'. You asked for things that are important to people buying in another thread, I've give you a suggestion, which you've batted back as is your prerogative.
Don't apologise. It's not for you to, and I don't need you or anyone to except the people I've dealt with to where necessary and they have and it is being sorted. As a dealer you only need to be as good as your nearest neighbours - locally, they seem to be a bit lazy here, and others have said similar things in this thread and others. Hyundai is also quite a different beast in this country, I think, customer base appears to be vastly different to how it is in Australia. Speaking to colleagues at work from Australia their view of Hyundai is very different to the European/UK view from what I can make out.

I have absolutely no idea why this blew up yesterday completely unnecessarily, especially as the thread had been fairly dormant with the exceptions of Gav's issues the other day and the odd bit here and there. I'm almost 100% certain had the boot been on the other foot, people wouldn't be quite so nice about, but it's very easy to snipe at people.

I'm not going to keep justifying the issues I've had with my car, and defending the suggestions that my expectations are unrealistic, and correcting people making incorrect judgements and putting words in my mouth. At the end of the day, we all bought a car, and there is an expectation that the car will work properly and issues will be resolved. We all think the car is great, and the customer service should match, this car deserves it. It's really that simple.
 
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I'm having mine, was just offering! :D

So. Emma. Putting aside the lazy miserable sod that you are *cough*, I don't think there is a single person here that would sleep happy at night with a brand new car sitting outside with misaligned panels and non-existent washers. So let's hope you'll get this sorted out, or else we'll have to come over and do it ourselves, sigh. And don't listen to the bullies. They're just grumpy old men. Except from Paul. He's just plain grumpy. :p

P.S.: Dinner is on you. We'll be hungry. And I get to take her for a spin.
 
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MrDeeJay said:
Errmm The ECU update involves disconnecting the battery, and replacing the ECU unit entirely. This resets your MPG readings, and you may notice some other settings have lost there memory functions...:oops: @GavMush

Also, a bit harsh to point the finger at Hyundai really. My dealer has been excellent.

No "insurance charge" for my courtesy car. These are decisions made by individual garages, not Hyundai policies.
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Cheers dits.

Clearly another dealer may have offered another level of service......so a bit harsh to to point the finger at Hyundai? I'm sorry....pretty sure that this is an 'open' forum of which to share your dealership experiences? Or am I mistaken?

The car could have been driven or left on for minutes to drop the MPG or it could have been driven sideways through a ring of fire out on test. Either way I got my money back.
 
Nice one, Glad you got a refund.

What I mean by harsh to blame Hyundai is, it's the dealer that's the problem. Name them and shame them. :p
 
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Maverick said:
I just don't get it.. I've had nothing but the best service here by 3 different dealerships. Seems like indeed some Hyundai dealerships are really crap in UK.. :rolleyes:
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I've just been asked by Hyundai UK to complete a short questionnaire "To ensure we continually improve the level of service we offer to you" rating the dealer who fixed my alarm. Perhaps when Emma gets one she can tell them what she thinks!
 
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I haven't sent the generic one back, I can't be bothered it's just completed and shoved at the bottom of my work bag. I've not taken it in for the washers and bodywork either, I need to contact them about it again (my fault, trying to move stuff about to fit it in) as they need it for a week now.
 
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