Disappointing experience with Hyundai's RSA on a recent trip

We waited for 7 hours, before cancelling the service and sorting out the issue ourselves at a nearby puncture repair shop.

BHPian vvivek85 recently shared this with other enthusiasts.

I would like to share an ordeal that we faced with Hyundai today. We a family of 9 (7 Adults + 2 Kids) went to Tirupati yesterday 1st December 2021 in 2 cars (My Venue & BIL's Grand i10 Nios).

We had a great Darshan in spite of the landslide which happened there. But as the movement was vehicles was only through downward road there was a huge delay, which was a different experience to share.

While returning, 20 km before Thiruttani at 11:30 PM there was a huge pothole, my BIL didn't notice it, the moment the car went through the pothole both front and back left tyre got punctured. Unfortunately, the puncture was at the sidewall, the front tyre was totally gone, there was a huge crack and can't repair. We thankfully were able to find a puncture shop changed the front tyre with Stepney, for back he applied puncture but stated we need to fill air every 10 km. So we drove slowly, would have crossed 5 km the back tyre tore beyond imagination.

We don't want to risk further and called Hyundai RSA at 1 AM, we explained our situation and asked for a tow vehicle, the person got all our details and stated within an hour they will send the truck. Thinking they will resolve it, my dad and BIL stayed there and I moved to Chennai as we had kids and didn't want to risk. After an hour, my BIL got a call from RSA and was informed currently they don't have a truck and by 6 AM they will send the truck. At 6 AM, the truck driver asked to share the location, when we did so he stated we are in the interior (10 km from Thiruttani is the interior for him) and cancelled. When spoke to RSA, they said to send another vehicle, at around 8 AM the same truck driver called and said will take more than an hour to come and will tow the vehicle back to the Tirupati showroom which we felt was absurd considering Thiruttani is just a few km away, we said no thanks and denied their assistance. Later, BIL found a puncture shop at Thiruttani got a spare tyre and now returning back.

This is ridiculous from Hyundai, I have been always a fan of Hyundai and my last 2 cars were Hyundai. But this kind of service will put anyone off, you can give Dancy yeah and good looking cars, but when in need your assistance is what will matter. What if we met with an accident? what if we didn't find a puncture shop? Considering the reach of Team-BHP, I hope this will be read by Hyundai bosses.

Here's what BHPian RohaNN_kWh had to say on the matter:

Poor show by Hyundai, SHAME, what do they mean they don't have tow trucks? Are there multiple accidents happening at that time or they're unwilling to get out of bed or its usual cost-cutting?

RSA should be a top priority, I'm guessing they pretty much forced the only Tow Truck they had to get back to you again.

Should I include my RSA in my insurance, just in case Hyundai isn't willing to provide assistance for my Creta?

Here's what BHPian IamNikhil had to say on the matter:

RSA should be number 1 in the list of priorities for after-sales. It's a shame that you had to undergo such an ordeal only due to the careless attitude of the company. Wonder how they can be so casual when it's clear that a person has opted to place a call to RSA only because the matter is serious and real help is needed.

Here's what BHPian ashutoshb had to say on the matter:

Does Hyundai have its own fleet and staff for RSA? Or is it the dealers who hire and manage them?

In this case, it appears they were dependent on a third-party service provider. So, the driver cancelling after learning the location is not a surprise.

But, at the same time, keeping drivers on payroll 24/7, deployed at various parts of a state, again is a huge expense.

I am assuming, Hyundai has a combination of both.

Have they mentioned it somewhere that they will provide assistance within X number of hours?

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