Bad Voluntary Service Campaign

[Legendsk]

Perhaps I should explain to start with, that since I bought my Stinger 2 years ago, the dealer has had at least 4 service managers, perhaps there were others that I never met? The salesman that I bought the car from is gone, he is selling RV's now and the finance manager is gone. Being a process engineer and wanting their service to improve, (so not only will I get better service, but they will make more money and be more likely to be there when I need them), I offered to work for the dealership for free for a month, training their staff on how to do process improvement and help them do a project to improve service and reduce its cost. The GM said he would think about it and call me, but didn't even bother to call and tell me he wasn't interested.

I got a letter from Kia titled, Voluntary Service Campaign. It explained that Kia is conducting a VSC to inspect and replace the supplemental brake vacuum pump's rotor and vane in certain 2018 MY Stinger vehicles. It went on to explain, Your Kia dealer will inspect and replace the supplemental brake vacuum pump's rotor and vane with improved ones at no cost to you. It further said if the Brake Warning Light remains on after the system check, park it and have it towed to the dealer. If the BWL turns off after the system check, contact your dealer to have this service campaign performed at your earliest convenience.

Now an immutable truth I have learned is: If it ain't broke, don't try to fix it! So with some trepidation I called Bert Ogden Kia, Mission, Texas and asked for an appointment to have this done. I asked if they had the parts and was assured they did. Appointment was set for Monday 1:00 PM and I arrived 1/2 hour early to make sure I wasn't late because of traffic issues.

The service writer took me to the service manager who explained it will take some time, because there are 3 people ahead of you. But I have a 1:00 PM appointment? Well, we only have ONE service technician and there are 3 people ahead of you, but all he has to do is adjust the vacuum, so maybe a few hours. . . . .

3 1/2 hours later, my car was still sitting outside the shop and I was beginning to get a little worried. But the service writer came to the waiting area and explained, they don't have the parts. They will have to order them and will get them Wednesday and call me. I asked, Why would you tell me on Friday you have the parts and set the appointment when you don't have the parts? It is a 60 mile trip for me and 3 1/2 hours in the waiting room to find out that you didn't have the parts in the first place. And she explained, {are you ready for this?}

Well we can't tell what parts we have or don't have until we need them, then if we can't find them, we have to order them. But we have ordered them now and we will get them Wednesday and call you to make another appointment.
Of course they haven't called. . . . . .

I sort of feel like the fates are protecting me and preventing me from having (or allowing?) this service campaign and I should probably be grateful. I didn't tag this thread with either BAD or GOOD because I don't know the end of the story yet. I'll wait a while and see if they call, and if they do, what they want to do. Crap, it won't let me post without choosing bad or good? I guess I will have to choose Bad for now and if it turns Good then I will try to edit it later?

 

[MerlintheMad]

I don't think that we can change the OP title; so, you'll either have to contact Sal and ask him about changing it or simply post the update.

If your brake warning light goes out, stick with your lifetime maxim (and mine). I will not go in for this voluntary service campaign unless the warning light remains lit.

 

[Luminary]

It is the dealership. WTH, 3 1/2 hours and they then tell you that they do not have the parts?
I just completed mine, got home a few minutes ago. Took roughly 2 hours to complete.

Any other dealerships around that you could try?

 

[rpoffen]

Similar story with me and the HECU recall. I was informed that my car had a recall campaign when I checked with them about the vehicles service history since I bought it used from a non-Kia dealer. They said they would call when the parts came in. When I was informed to bring it in a couple weeks later, I got there expecting about a 4 hour wait, but was informed 1.5 hours later it was ready, but all they did was inspect it and had to order the parts. I didn't get irate with them, but I am sure my body language could tell I was not happy, because it was a 1.5 hour drive each way (no other dealer closer). After about 30 min of the service writer going back and forth to the manager and the parts department, they found a parts kit that was ordered for a different customer, but had not come in to have it done in over a month so they re-allocated it to me and they did it, but had to wait another 3 hours.
Seem totally ridiculous to me that they risk bad customer satisfaction over a parts kit that costs a few dollars and will be used eventually. Customer satisfaction in the long run can be worth hundreds or thousands of dollars, but I guess they skipped that business oriented class in college (if they ever went to college).

 

[Legendsk]

Update:
They were going to have the parts a week ago and would call me.
They called today (a week later) to tell me they have the parts and schedule a service appointment. The next available appointment is June 28, 2:00PM - a month and 3 days? Okay. . . . I scheduled it.

 

[pawpaw]

I have scheduled the brake campaign repair now at two different dealers. At the first one they told me after I got there that they aren't get the parts at all for anyone. Second dealer I waited two months for the appointment, I called today to ask if they had the parts in, they told me they have to "inspect the car first" then order the parts, ok, what?? I have written a complaint to KIA, I am not happy with KIA service at all. other issues I am having they will only repair if they can "reproduce the problem" while they test drive it. Ok my transmission is doing funky things. such as: went into low wile driving, wouldn't go into park once wouldn't go into drive once when it turned off at red light. I can hear a sloshing sound on my passenger side dashboard, they told me they cannot hear it....., um ok?

 

[Aarvix]

There's a KIA dealership in Reynosa just across the border, how's your Spanish?

 

[Legendsk]

There's a KIA dealership in Reynosa just across the border, how's your Spanish?

Reynosa my favorite place across the border. Nice folks there and good news that there is a Kia dealer. I'll look for it next time I am there. Thanks.