Hi guys,
I'm really frustrated with Hyundai's after sales service, I know this is very uncommon with so many people out there giving good satisfaction scores to Hyundai's A**. But i think the good scores are largely because of trouble free Hyundais.
What if you get a car that has niggling issues like an Indica/Palio (no offences to Indica/ Palio owners)? I think they are no better!
I have just written to Hyundai about the issues I'm facing with my Company fitted CNG Santro, here it goes ( really sorry if it bores you to death!!)
Hello,
I write today to complain about the manner in which Hyundai Customers are being constantly being taken for a ride by your so called esteemed Service Network and to request urgent assistance.
If you care to investigate my account background, you will note I am a customer in good standing, I have been using Hyundais for close to a decade now, and up until recently, I have always thought highly Hyundai Motors India. However the events detailed below have not only left me bitterly disappointed and harassed, but they are also incurring huge damages on Hyundai’s reputation and product and service Quality.
Back in June 2009, after already having two Hyundai cars in the family and with faith in the product and service quality I bought myself another Hyundai – Santro GLS CNG this time, registration no- DL 3C BF 5893.
After a few thousand kms of running, around 2500-3000 kms the car started having niggling problems like – car not switching to CNG at all, excessive wind noise, burning smell- itchy eyes because of that, low FE on Petrol (CNG did not work properly for the first 3k kms!)
After numerous (around 6-7!!) visits to Safdarjung Hyundai, Gurgaon the CNG problem was sorted- the ECU of the vehicle was replaced (within two months of purchase)!! But the other problems still remain. I was so pissed off with the service quality that I couldn’t ignore some problems more to save headache and heart burn.
After this, the car gave me just ‘decent service’ with recurrent issues which the Hyundai technicians did not care to sort out. They have this attitude- always say yes to the customer, always say we have worked on the vehicle like no other could, but do NOTHING!! The CNG technician who visits Safdarjung, Gurgoan and MGF- Mayapuri Delhi is a typical example.
When the fourth service of my car was due I decided to take it to your company owned showroom-cum-service centre Hyundai Motor Plaza on Mathura Road, New Delhi, though it was quite far from the place I live.
I explained all the problems of the car to one service advisor, Mr. Saurabh Kumar. Somehow I got the impression that this person would do some good to my car as he insisted to take a Test drive with me to understand the problems better. I have mentioned the problems present in my car at that time below-
1) Power Windows Squeaking
2) Burning Smell, fumes inside the cabin when the car is left under the sun for more than two hours
3) Low FE on Petrol, though on CNG its 18-20/kg
4) Tie-rods, break callipers noisy
5) Steering noise- Chassis bolt issue
6) Rear Drum noise- very strange noise
7) Wind noise- RHS
8) Torque delivery inconsistent on CNG. At same speeds, same loads, same rpms, sometimes it used to pull and sometimes not.
9) On petrol, the vehicle just pushes the fuel out of the exhaust- incomplete combustion, timing issues.
I received my car at the promised time and the advisor assured that all problems have been tackled. I took his word as it is not possible for any owner to check the work done in the car by an authorized service center.
A couple of days of driving and I realized that almost all issues are still present in my car, also realized that the engine has started misfiring on CNG!(new problem after the service) I thought the engine misfiring could be due to spark plug adjustments or a dirty air filter. But did not do a DIY because other issues were also present and I wanted to get them sorted as well at the earliest.
Having a very busy schedule I couldn’t afford to visit the workshop again but I called them up at my place to inspect the vehicle after a college’s suggestion that HMP provides this service.
A technician turned up but all he could do was adjust the spark plug gaps and mess around with the gas mitcher. He requested me to visit the workshop again to get the other issues sorted out. (He could not do the CNG job well, but I don’t blame him for that as he admitted that he’s not good with CNG vehicles- sorted the issue myself)
After a few days I especially took an off to get my car repaired! I felt so nostalgic; remembered the days of the Premier Padmini!
I reached HMP at 8.15 am sharp, the time at which I was requested to be there so the technicians could get enough time to repair the car. A few moments later I realized that I was one of the morons who are there on time! On bugging the receptionist several times she very politely said that the service advisors reach HMP around 9- 9.30 on weekdays, they reach on time only on weekends to cope up with the huge rush!!!
I was left with no other option to wait for an hour after which Mr. Saurabh Kumar turned up. The usual stuff started, sorry sir for the issues, job cards etc, I decided to wait at HMP for the rest of the day. Post lunch taking a stroll around the service bay I was shocked to see my car exactly at the place where I left it. I got hold of the advisor and blasted at him, again got back the usual Hyundai lingo- work has been completed and just washing is left etc.
He asked me to complain to his manager Mr. Ankush Sharma if he is unable to sort out the issues. Trusting this guy (my mistake) I decided to wait for some more time.
Result?? Well these SAs like me being there at the workshop all the time. He did nothing again!! And I can prove that, pull out the videos from your surveillance cams. He absolutely fooled me; he just washed the car, convinced me that everything is done this time for sure and gave it back.
The next day on my way to office I realize that what a moron I’m. Also, hats off to this SA, Hyundai you can recruit him into sales.
Now time for the Fourth Visit- A very frustrated me booked a running repair appointment, and now this time the results are even worse.
My car has started rattling like anything- thanks to the repeated TDs by your SAs, FE- just awesome, it makes me think I own a Civic- not a notch above 7km/l on petrol, CNG indicator malfunctions- shows green indicators even when there is no gas in the tank! Clutch plates- they were smooth as butter before (almost like new), though the clutch is still light I can feel some excessive play- I think someone drove the car very roughly and that has caused the damage. Burning smell and itchy eyes- I don’t let my family inside the car-ever, drive with windows open for a full 15 mins before using the AC even at 40 C- getting roasted is better than dying a slow death because of fumes you see. Steering noise- still present but has subdued. You really need attention to detail to notice it, but it’s still there.
What next- The SAs think that I have no other work but to attend to this car, getting it repaired at various Hyundai workshops and again and keep on corresponding with them endlessly?
I request the company to please look into the matter, get my car checked thoroughly and please come to my rescue. Though I have lost trust in the authorized workshops, I’m still confident that Hyundai a company of great repute will fully understand such genuine concerns of consumers and resultant implications very well. I still want to give it another try for which I request for the following:-
1) Thorough check-up of the car from bumper to bumper, sorting out all issues I have mentioned above and put them to rest once and for all. No customer has the time today to visit workshops again and again.
2) Return the car back to me within two days- I cannot afford to be without my car even for a single day, but I will manage my routine somehow without it for a max of two days.
3) All details of the work done, also please appoint a responsible Service Manager (not an SA please) who I can rely on and who will take all the responsibility of repairing the car.
Please contact me at the earliest and get things moving.
Best regards,
Anshul Babbar