The Kia Dealership Experience (Customer Service)

[lostnspace]

My concern about dealership experience is the actual maintenance experience. I am not going to lie I am spoiled by the Lexus, Audi, and BMW experience lol. Free food, free loaner cars, making sure things that are covered under warranty are fixed, not over charging for routine maintenance, washing my car, and just overall great experience. If I am buying a car that is close to $50k, I expect a different kind of experience when I go into the dealership. I am not expecting Kia to adopt the Hyundai approach and pick your car up and drop off a loaner at your home. However, if I do drop my car off for maintenance I want a nice experience and a loaner that is closer in spec to my current vehicle (i.e. not a Forte). LOL I know this sounds bratty and is a first world problem, but if Kia is expected to lure over BMW/Audi/Lexus/Mercedes drivers, they need to think about the total experience and what this demographic is accustomed to.

Does anyone have any experience dealing with the maintenance department at Kia?

 

[unintelligible]

I agree - post-purchase service/support is an area where it's likely to be a solid check in the "cons" column for this car. From everything I've read it's about what you'd expect - not great. And I know from personal experience that my local dealer is mediocre (I had a Mazda3 when they used to be Mazda/Kia)

I'm hoping they do offer something along the lines of what they do with Genesis, i.e. pick-up/drop-off service, or at least a quality loaner car if service is required, but I'm not optimistic they will.

(As an aside, I think this'll be a thought on the minds of everyone who's thinking about buying this car... which is why I don't envy the Kia marketing team - they have their work cut out for them!)

 

[Kia Stinger]

This is definitely going to be a challenge. I'm sure Kia realizes that a fully loaded Cadenza, Stinger GT or even K900 owner has different expectations than one who buys an entry-level product. It's probably going to take some time to get it right but they'll assign specialized staff to work with us. That's what they did with the Genesis Sedan owners at Hyundai dealerships.

 

[lostnspace]

This is definitely going to be a challenge. I'm sure Kia realizes that a fully loaded Cadenza, Stinger GT or even K900 owner has different expectations than one who buys an entry-level product. It's probably going to take some time to get it right but they'll assign specialized staff to work with us. That's what they did with the Genesis Sedan owners at Hyundai dealerships.

I am going to hold out hope! You've got a great point, they've had to think about this and must know the current status of their customer service will not suit customers for upmarket vehicles. I'd gladly be part of focus group and share customer service experience.

 

[Bamm1]

I do like the loaner car perk you get with most lux dealers. I actually wouldn't mind an Optima or even a Niro as a loaner car while my Stinger is serviced. Save a couple of cents on gas while I drive around that day.

I had similar concerns about the overall service experience. I also fear they might not stock some of the parts due to overhead costs (ex. Brembo pads, rotors, etc.). So I fear having to return after they order them.

Kia fairs pretty well when compared to other mass market brands:

• # 6

http://www.jdpower.com/ratings/stud...ce-Index-(CSI)-Study/1941ENG/Mass-Market/2422

Now, if you compare the individual rankings in each column to the luxury brands I think Kia gives Infiniti, BMW, Acura, Volvo and Land Rover a run for their money as well.

http://www.jdpower.com/ratings/study/U.S.-Customer-Service-Index-(CSI)-Study/1941ENG/Luxury/2421

 

[Kia Stinger]

I am going to hold out hope! You've got a great point, they've had to think about this and must know the current status of their customer service will not suit customers for upmarket vehicles. I'd gladly be part of focus group and share customer service experience.

Well, you know for sure that Kia is watching this site. So chances are you might get that opportunity. We already have one Kia associate on board and surely more are to come...

I do like the loaner car perk you get with most lux dealers.

I also fear they might not stock some of the parts due to overhead costs (ex. Brembo pads, rotors, etc.). So I fear having to return after they order them.

Yes, loaners are a really nice feature at dealerships who offer them. The Hyundai dealership near me gives out Genesis and Equus loaners. I don't know about Kia - they don't give loaners for their current K900 customers? They should DEFINITELY have a few Cadenzas around for that purpose. You should at least get an Optima for a loaner if you own the Stinger GT - which can cost nearly $50k...

As for parts - if they're not going to stock them then they should let you know to book service appointments in advance so they're prepared when you get there. Especially for a part that may be hard to come by. Like you mentioned - Brembo brakes...

 

[seanmccubb]

I agree that Kia will need to look at their service department if they want to pull in previous higher end brand owners. It seems that Hyundai did a pretty good job at this.

My experience as a Forte Koup owner has been okay when it comes to service. I have only received a loaner car when I had warranty work done, and it was through Enterprise... So it wasn't the smoothest transition.

 

[jburns]

When I take my K900 in for service I get offered a loaner. The one time I had to leave it overnight they gave me a Cadenza loaner. They also have offered to come to my house and pick up my car for service and bring it back when through. I'm about 20 miles from the dealer. Since I am retired with a very open schedule I have not taken advantage of the pickup. I usually hang around the dealer talking with service guys and occasionally test driving a car or two. The car is always returned washed. On the one occasion it stayed overnight they detailed it inside and out. So far I have not paid a cent for maintenance. It is a lease so I didn't purchase anything extra as far a service goes. All in all a good dealer experience. When the manager gave me the Cadenza loaner I joked that I might just take off for the beach. He laughed and said I could drive it to Alaska for all he cared.

 

[Kia Stinger]

When I take my K900 in for service I get offered a loaner. The one time I had to leave it overnight they gave me a Cadenza loaner. They also have offered to come to my house and pick up my car for service and bring it back when through. I'm about 20 miles from the dealer. Since I am retired with a very open schedule I have not taken advantage of the pickup. I usually hang around the dealer talking with service guys and occasionally test driving a car or two. The car is always returned washed. On the one occasion it stayed overnight they detailed it inside and out. So far I have not paid a cent for maintenance. It is a lease so I didn't purchase anything extra as far a service goes. All in all a good dealer experience. When the manager gave me the Cadenza loaner I joked that I might just take off for the beach. He laughed and said I could drive it to Alaska for all he cared.

Thank you, jburns! That's a very encouraging review of your dealership experience. This certainly tells me that at least some Kia dealers have a solid plan and procedure to take care of their Stinger customers. The rest will follow...

 

[Bamm1]

When I take my K900 in for service I get offered a loaner. The one time I had to leave it overnight they gave me a Cadenza loaner. They also have offered to come to my house and pick up my car for service and bring it back when through. I'm about 20 miles from the dealer. Since I am retired with a very open schedule I have not taken advantage of the pickup. I usually hang around the dealer talking with service guys and occasionally test driving a car or two. The car is always returned washed. On the one occasion it stayed overnight they detailed it inside and out. So far I have not paid a cent for maintenance. It is a lease so I didn't purchase anything extra as far a service goes. All in all a good dealer experience. When the manager gave me the Cadenza loaner I joked that I might just take off for the beach. He laughed and said I could drive it to Alaska for all he cared.

Is this the same dealer the car was purchased from?

I know that not every Kia dealer sells the K900 (I believe that less than 30% of Kia dealers do). So this may be a product of the "special training" required to sell the car. If the "extras" required to sell the K900 are not in place for the Stinger I am not sure we will see this same type of "special treatment" for service appointments.

 

[jburns]

Is this the same dealer the car was purchased from?

I know that not every Kia dealer sells the K900 (I believe that less than 30% of Kia dealers do). So this may be a product of the "special training" required to sell the car. If the "extras" required to sell the K900 are not in place for the Stinger I am not sure we will see this same type of "special treatment" for service appointments.

Yes. This is the same dealer where I signed the lease.

 

[Bamm1]

Yes. This is the same dealer where I signed the lease.

Thanks!

So this dealership would fall into the "special / allowed to sell the K900" category. I have to think that would make a difference.

 

[jburns]

Thanks!

So this dealership would fall into the "special / allowed to sell the K900" category. I have to think that would make a difference.

Probably. When I had my Optima though they also gave me a loaner if it had to stay more than 2 hours. In any case, I'm happy with the services offered and the quality of the work. There are two Kia dealers that closer to me that I have dealt with at various times but I definitely prefer the one where I got the K900.

 

[Bamm1]

Probably. When I had my Optima though they also gave me a loaner if it had to stay more than 2 hours. In any case, I'm happy with the services offered and the quality of the work. There are two Kia dealers that closer to me that I have dealt with at various times but I definitely prefer the one where I got the K900.

This is very good first hand knowledge. Thanks for posting.

 

[Larry Denen]

I think this is going to be a bit of a slippery slope for Kia. For Hyundai it wasn't as complicated. The Genesis Coupe was not a luxury car but the Genesis Sedan was. In fact, it still is as the Genesis G80. The Equus (G90) was also easy for other Hyundai drivers to understand why people would get preferential treatment.

The Stinger can be had for a fairly low starting price. What, $27,000.00? But the Stinger GT can be priced all the way up to $50,000.00. This is where things get a bit interesting.

Do you treat ALL your Stinger customers like $50,000.00 buyers? Or just the Stinger GT customers? Or just the Stinger GT customers who pay top dollar? How are they going to separate things out? How will they determine who gets the red carpet treatment at the dealership?

 

[jburns]

I think this is going to be a bit of a slippery slope for Kia. For Hyundai it wasn't as complicated. The Genesis Coupe was not a luxury car but the Genesis Sedan was. In fact, it still is as the Genesis G80. The Equus (G90) was also easy for other Hyundai drivers to understand why people would get preferential treatment.

The Stinger can be had for a fairly low starting price. What, $27,000.00? But the Stinger GT can be priced all the way up to $50,000.00. This is where things get a bit interesting.

Do you treat ALL your Stinger customers like $50,000.00 buyers? Or just the Stinger GT customers? Or just the Stinger GT customers who pay top dollar? How are they going to separate things out? How will they determine who gets the red carpet treatment at the dealership?

I strongly doubt the bottom end Stinger will be anywhere near 27K. Probably closer to 37K.

 

[Larry Denen]

I strongly doubt the bottom end Stinger will be anywhere near 27K. Probably closer to 37K.

I'm probably out of the loop as I haven't had much time to surf the net lately. If the Stinger starts at around $35,000.00 I think all owners can qualify for getting some special treatment.

 

[lostnspace]

@jburns thank you for sharing your experience. That gives me some piece of mind.

@Larry Denen & @jburns I can see the the 2.0 Stinger starting in the high $20k range to low $30k range, but this would be the base model before any additional options are added.

 

[hej]

@jburns thank you for sharing your experience. That gives me some piece of mind.

@Larry Denen & @jburns I can see the the 2.0 Stinger starting in the high $20k range to low $30k range, but this would be the base model before any additional options are added.

We have some older threads with pricing discussion. It was established, based on statements from Kia execs, that the car would be starting in the low to mid 30s. We had some pretty specific numbers, I just don't remember what they were.

 

[Larry Denen]

I wonder if Corvette owners are treated any differently at Chevrolet dealerships. Those cars range quite a bit in price as well but they all start at over $50,000. I imagine they get good treatment but maybe not. There are definitely going to be horror stories as far as service goes with the Stinger but it's probably going to come down to the dealership and it's own specific policies.