DesignDawg
Newish Member
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- Feb 5, 2018
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UPDATE 7/25/18 - Premium Customer Care
Oh, man...that was informative.
First of all, thank you again, DaJackson and Angelo in Seattle and others, for suggesting the care line situation. I had honestly forgotten about that "feature" of the car, as this is the most expensive car I've ever had, by a factor of about 2.5x. LOL they don't give you a premium care line when you buy a used Honda Element.
So, here's the sickening part of it all--the part where the 30 minute 37 second call took a really dark turn:
They said that it says in the system that a Kia rep is, in fact slated to come out to my dealership to look at my car...and that the earliest date that will be possible is AUGUST 3RD.
August 3!? That's 9 DAYS FROM NOW, and IF that is the actual date, and IF they fix it that day, that is 22 days of my car being there, 29 days after I informed them of the problem. I don't feel like I have another 9 days in me. This is insane. The most maddening part about it isn't that August 3rd is the date. The maddening part is that my dealership knows this, and wouldn't tell me. My dealership knows this, and didn't determine that it would be better to have me pick up and bring the car back on August 3rd.
I was quite adamant on the phone that this service has not been acceptable, and that if Kia is trying to change the perception of being a bottom of the barrel company, and to prove that they know how to sell a $50k car and how to treat the owners of said car, then experiences like this one were doing them a serious disservice.
My phone rep said that usually, in circumstances where a rep wouldn't be available for such a long time, the procedure would be to allow me to come pick up the car and bring it back. But that's where I'm at a crossroads. First of all, that's inconvenient AF. Second of all, at this point, it's been 2 weeks. I want the 2 weeks to have been for something. I want my car to be fixed. And "once bitten twice shy" on the idea of even bringing it back in for the same rattle a second time. And what, chance another cosmetic ding? Lose contact with my car for another 2 weeks? How am I to really trust that the second time will be better?
The end result of the call is that she noted that I am beyond distraught about being told conflicting things, not being able to get in touch, and having to find out, only by calling and escalating the case, that I'm still 9 days out from them even looking at my car again. Because let's be honest: If they have determined that they need a rep to look at it, it's off their schedule until the rep comes. And that's really not OK, considering they told me they needed the rep on 7/13.
SO, my case has been escalated. They're going to get in touch with GMs and service managers and such, find out what's up, try to get me more and more reliable info, and said they'd be in touch in a couple of days. I hate so much to even acknowledge that a couple of days puts us in the weekend. But it's been escalated. And at least I know there IS information out there about my car, and that there's ultimately a way for me to get to it. In the end, that's all I really wanted. If they had told me on 7/13, "so, we can't get the rep out here until August 3rd. Could you bring your car back then?" I would have been slightly disappointed, but not even enough to have voiced that. I would have pleasantly agreed to that arrangement, and this all could have been avoided. I did tell them that Aug 3, at this point, is way too far out, and that anything at all that could be done to get them to take another look at my car before then should be tried.
As for the body repair: supposedly it was in the body shop for 13 days. For a small dent. Let that sink in. Again, if they had a paintless dent guy come out and pop 20 dents on 10 cars in a day for $300, and mine was one of those, I'm going to know about it. And know that they let my car sit in the lot for 2 weeks, spinning tales of matching paint and body panels from Korea, when they could have just told me "Our dent guy comes in on Thursdays. You might want to bring it back." But hey, that's speculation, and it's unfair. Maybe they really did need it for 2 weeks because they wanted to get it 100% perfect. It was, after all, damage they caused.
I'm done ranting and crying over this for today. Just wanted to update you, since it was this forum's advice to call that #.
Oh, man...that was informative.
First of all, thank you again, DaJackson and Angelo in Seattle and others, for suggesting the care line situation. I had honestly forgotten about that "feature" of the car, as this is the most expensive car I've ever had, by a factor of about 2.5x. LOL they don't give you a premium care line when you buy a used Honda Element.
So, here's the sickening part of it all--the part where the 30 minute 37 second call took a really dark turn:
They said that it says in the system that a Kia rep is, in fact slated to come out to my dealership to look at my car...and that the earliest date that will be possible is AUGUST 3RD.
August 3!? That's 9 DAYS FROM NOW, and IF that is the actual date, and IF they fix it that day, that is 22 days of my car being there, 29 days after I informed them of the problem. I don't feel like I have another 9 days in me. This is insane. The most maddening part about it isn't that August 3rd is the date. The maddening part is that my dealership knows this, and wouldn't tell me. My dealership knows this, and didn't determine that it would be better to have me pick up and bring the car back on August 3rd.
I was quite adamant on the phone that this service has not been acceptable, and that if Kia is trying to change the perception of being a bottom of the barrel company, and to prove that they know how to sell a $50k car and how to treat the owners of said car, then experiences like this one were doing them a serious disservice.
My phone rep said that usually, in circumstances where a rep wouldn't be available for such a long time, the procedure would be to allow me to come pick up the car and bring it back. But that's where I'm at a crossroads. First of all, that's inconvenient AF. Second of all, at this point, it's been 2 weeks. I want the 2 weeks to have been for something. I want my car to be fixed. And "once bitten twice shy" on the idea of even bringing it back in for the same rattle a second time. And what, chance another cosmetic ding? Lose contact with my car for another 2 weeks? How am I to really trust that the second time will be better?
The end result of the call is that she noted that I am beyond distraught about being told conflicting things, not being able to get in touch, and having to find out, only by calling and escalating the case, that I'm still 9 days out from them even looking at my car again. Because let's be honest: If they have determined that they need a rep to look at it, it's off their schedule until the rep comes. And that's really not OK, considering they told me they needed the rep on 7/13.
SO, my case has been escalated. They're going to get in touch with GMs and service managers and such, find out what's up, try to get me more and more reliable info, and said they'd be in touch in a couple of days. I hate so much to even acknowledge that a couple of days puts us in the weekend. But it's been escalated. And at least I know there IS information out there about my car, and that there's ultimately a way for me to get to it. In the end, that's all I really wanted. If they had told me on 7/13, "so, we can't get the rep out here until August 3rd. Could you bring your car back then?" I would have been slightly disappointed, but not even enough to have voiced that. I would have pleasantly agreed to that arrangement, and this all could have been avoided. I did tell them that Aug 3, at this point, is way too far out, and that anything at all that could be done to get them to take another look at my car before then should be tried.
As for the body repair: supposedly it was in the body shop for 13 days. For a small dent. Let that sink in. Again, if they had a paintless dent guy come out and pop 20 dents on 10 cars in a day for $300, and mine was one of those, I'm going to know about it. And know that they let my car sit in the lot for 2 weeks, spinning tales of matching paint and body panels from Korea, when they could have just told me "Our dent guy comes in on Thursdays. You might want to bring it back." But hey, that's speculation, and it's unfair. Maybe they really did need it for 2 weeks because they wanted to get it 100% perfect. It was, after all, damage they caused.
I'm done ranting and crying over this for today. Just wanted to update you, since it was this forum's advice to call that #.
if I didnt have access to the lift I have a shop that fixes my work van. I can take the oil of my choice and filter to them and they will do the oil change with my products. This is really annoying though because I would completely love to take it to my dealership to do all the work. I just don't have confidence in them to not screw up my car.. It's sad but true.
