To begin with, I must state that my complaint is not with my Hyundai vehicle or Hyundai Australia. I have owned three Hyundai’s and no doubt I will buy a fourth one. They are a great car. My complaint is with Stillwell Hyundai Ingle Farm.
Details of this are as follows,
I booked my vehicle (which is still under warranty) into Stillwell Hyundai Ingle Farm for an inspection of the vehicles braking system as I believed that there was a fault with this. My belief was supported by details present in the vehicles owners manual, discussions with other Hyundai vehicle owners and an intermittent brake warning light illuminating on the vehicles dashboard.
I took the vehicle to the Ingle Farm service department and on arrival, it was obvious to me that they were totally “snowed under”. I offered to reschedule the inspection but this offer was refused. I advised the service attendant (Daryl?) of the braking system fault and the intermittent brake warning light.
Later that day, I returned to the service department and was advised that Hyundai Australia Technical had been contacted re the matter and had stated that the vehicles braking system was operating as it should be and that there wasn’t a fault with the system. I disputed this and pointed out the details present in the vehicles owners manual, the service attendant became agitated and advised me that Hyundai Technical would be re-contacted regarding the matter and that he would be contact me (by phone) re the outcome of this. I have not heard from him (to date,10 weeks have passed).
Due to my concerns about the operation and safety of the vehicles braking system, I had the vehicle inspected by another Hyundai Service Department who advised me that Hyundai Australia were aware of the brake issue and had “in fact” issued a Technical Services Bulletin (TSB) re this. The rectification of the issue was a simple matter which was carried out “then and there” and my vehicles braking system now functions as per the manual.
It would appear that I was totally misled by the service attendant who dismissed the issue as the normal operation of the vehicle’s braking system. I also doubt that Hyundai Technical were contacted re the matter as the TSB had been issued and was readily available to Hyundai Service Centers.
I took the time to write to the Dealer Principal at Ingle Farm informing him of this matter. Several days later I was contacted by Annoula Kordovoulos from Customer Relations Ingle Farm who advised me that she would be investigating the matter for the Dealer Principal. To date (20/09/16) I have had no response re the outcome of the investigation (in spite of me emailing her twice).
All in all, this would have to be the worst customer service that I have ever experienced. I believe that I was misled and brushed off by the service department, and brushed off by both Customer Relations and the Dealer Principal. It would appear that customer service and customer relations are not what they should be at Stillwell Hyundai Ingle Farm.
So where am I now with this matter,
? I’m still waiting for the service department to contact me (as they promised),
? I’m also still waiting for the customer relations department to contact me re the outcome of the investigation that was to be undertaken for the Dealer Principal.
As for me, I’ve decided to have both of my Hyundai vehicles serviced elsewhere….,
Purchased new vehicle, booking 1 year service was very poor service. Told on arrival they couldn't service my car at the allocated time so I could wait the entire day or I would have to find my own way home.
Removed my wiper arm that was in perfect condition then told me they had no part to replace it with. Forced to drive to another Hyundai dealer seeking the part and then sent to warehouse location seeking the part that Ingle Farm should have sorted out for me or not removed in the first place.
If you buy your car here - never ever return for servicing.