Can’t speak for buying a car but I can definitely say the service department is a joke. Based on this event we will never buy a car here.
They had my car for over 2 months with no communication. Me or my wife would call about a once a week for an update and they’d tell us they needed to speak with their regional service manager about a noise issue from the right rear suspension. On and on this went, literally for 2 months. At some point they blamed the part they needed being on backorder. They made us pick up the car before hurricane Dorian for liability reasons and a week and a half later called to say this magical part had arrived. Turns out it was a shock and a spring. The most basic of suspension components. It took almost 3 months to decide to replace those parts? Seriously? I pick it up feeling hopeful that this frustrating saga is over with and the issue is fixed. Nope. Worse than before. Go back by and Jay (who is a nice guy) promises me they’ll get it taken care of. I send a video of the noise issue plain as day. I wait over a week and call back in on a Monday after once again having heard nothing from them. Jay tells me I need to speak with the service manager, Jennifer, but she’s at lunch and he’ll have her call me back. Call
back Friday afternoon (exactly two weeks later) and speak with him. He puts me on hold to go find her. Comes back and says “I know we both heard the sound in the video, but she can’t hear it.” Basically, she won’t even show me the decency of taking my call. I’ve been beyond patient up until this point with their many shortcomings. He asks me to bring it back in and go for a ride along with both the tech and her. I’m now 3 months in to this issue and 2.5 months without the car. I have no more patience left for them and their inability to replicate the noise, when I can replicate it with ease every single day. The video I was courteous enough to record demonstrated the sound over and over again in succession. I’m now going to Kia corporate and will be working with the mid-Atlantic rep to pursue a resolution as well as file a warranty repair failure complaint against Kia of NB.
Net Promoter® NPS®, NPS Prism® et les émoticônes associées au NPS sont des marques déposées de Bain & Company, Inc., Satmetrix Systems, Inc. et Fred Reichheld. Net Promoter Score™ et Net Promoter System™ sont des marques de service de Bain & Company, Inc. et Fred Reichheld.
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They had my car for over 2 months with no communication. Me or my wife would call about a once a week for an update and they’d tell us they needed to speak with their regional service manager about a noise issue from the right rear suspension. On and on this went, literally for 2 months. At some point they blamed the part they needed being on backorder. They made us pick up the car before hurricane Dorian for liability reasons and a week and a half later called to say this magical part had arrived. Turns out it was a shock and a spring. The most basic of suspension components. It took almost 3 months to decide to replace those parts? Seriously? I pick it up feeling hopeful that this frustrating saga is over with and the issue is fixed. Nope. Worse than before. Go back by and Jay (who is a nice guy) promises me they’ll get it taken care of. I send a video of the noise issue plain as day. I wait over a week and call back in on a Monday after once again having heard nothing from them. Jay tells me I need to speak with the service manager, Jennifer, but she’s at lunch and he’ll have her call me back. Call
back Friday afternoon (exactly two weeks later) and speak with him. He puts me on hold to go find her. Comes back and says “I know we both heard the sound in the video, but she can’t hear it.” Basically, she won’t even show me the decency of taking my call. I’ve been beyond patient up until this point with their many shortcomings. He asks me to bring it back in and go for a ride along with both the tech and her. I’m now 3 months in to this issue and 2.5 months without the car. I have no more patience left for them and their inability to replicate the noise, when I can replicate it with ease every single day. The video I was courteous enough to record demonstrated the sound over and over again in succession. I’m now going to Kia corporate and will be working with the mid-Atlantic rep to pursue a resolution as well as file a warranty repair failure complaint against Kia of NB.