An interesting case came to light on Twitter at the time of writing this which I thought would be worth covering in a blog. He tagged in Hyundai and Evans Halshaw, it travelled far and wide and caught my attention.

This customer spoke about a Hyundai I40 with a vibration under load at 50mph, his car has 62K miles on the clock but the issue was reported at a 60K service. The dealership wants £600 to remove the gearbox and investigate. Any thoughts?

Hyundai responded by saying that under warranty, a diagnosis charge applies if no fault is found or is not a manufacturing defect. If you can DM (‘direct message’) your full contact details, registration number along with dealership details we can look in to this further.

I replied to the thread by saying that given that the issue was reported at £60K and not resolved, is there any leeway here? I made a point of putting in #CustomerExperience and #CustomerService on that tweet so it would be picked up and spread much further to raise awareness of this customer’s problem.

The customer replied by saying that he would have hoped so. The main thing for him is being asked to pay £600 for removal of the gearbox to investigate a reported vibration.

I pointed out that the Consumer Rights Act 2015 here gives you more rights than any warranty. Shambles.

It transpires that Hyundai clutch issues are well documented. Auto Express ran a feature on this here. This customer has always had his car serviced on schedule and adhered to all recommendations. He asked me what the best way was to play it with the dealership?

My response was to say that given that this is a well-known problem and that (you) have adhered to all schedules, make your problem theirs by saying just that.

I concluded by saying, “I am sick and tired of seeing customers being fobbed off and unfairly treated by firms hiding behind legalese and jargon. Please do the right thing here. A happy customer is a loyal customer and ambassador for you all”.

I have written about the importance of great customer service and how to encourage customer loyalty. Firms that are not customer-centric will struggle to survive – it’s as simple as that.

What are your thoughts? Have you experienced similar problems?

Pin It on Pinterest