Hi all!!
I purchased a brand new car in August and the car broke down in September. The safety systems of the car were compromised and the car didn’t seem fit to be driven. It was towed to the dealer for repair. Been sitting in the dealership garage for the last fifteen days and still they didn’t identify the problem.
What are my options or rights as a consumer ?
Get a REFUND. I work around cars. Some of what I’ve heard:
Kona full engine replacement covered under warranty required at 20,000kms.
All Kona’s found to be burning oil by 60,000kms.
6 Kona’s owned by company waiting for full engine replacements in one capital city.
“If too many people find out we won’t be allowed to sell them anymore”.
I’m not in a position to do anything about this because I don’t have all the information and don’t have the mental energy to deal with any more corruption or corporate dishonesty in my life.
Just stay away from Hyundai and Kia.
burning oil for a new car?
what engine?? gdi? or mpi
Which engines are getting replaced? 1.6L turbo or 2.0L?
damn i thought mostly only the 2.4 gdi engines burnt oil.
would be pretty bad even with their other engines burning oil very new…
some 20 year olds don't even burn oil
Is Kona the new craptiva
I did a google search. The 2 litre motor had a recall. ~10Kx Aus delivered units with bad piston rings.
nah they drive okay
craptiva is on a different level
Isn't the 1.6T engine used in the i30 and veloster as well?
Yea, have the 1.6T in my i30 and it has been faultless to date..
Unfortunately even if you do get a refund getting any other popular car is 6 months plus down the track.
The safety systems of the car were compromised and the car didn’t seem fit to be driven
What on earth does this mean. The safety systems were compromised?
fifteen days and still they didn’t identify the problem.
Well, what have they told you they're going to do about it? It shouldn't take 15 days to identify a problem. More realistically they have a massive backlog in the workshop and haven't been able to get to your car yet.
Seatbelt got tangled
Ha! Without detail, anything is possible.
Add Fuel? lol
What on earth does this mean. The safety systems were compromised?
I think a sophisticated cyber-attack from Europe took place where the hacker breached the car's firewall and stole OP's driving data including how many red lights he ran and all his speeding offences.
Coming soon to a BMW near you.
They will have an in-car app subscription to de-compromise the safety systems. iConnectedDriveX4Safety
Sounds like OP left the test api open to general public
Let's be clear, it was the Optus hacker, super sophisticated
That is what the CEO said…So must be true!
Every time I call them, They were just telling me that a case has been opened with Hyundai Australia.
Hyundai Australia customer service says that the matter is between the dealer and Hyundais hotline department. No one is giving accurate information.
Easy fix - complain to John Cadogan about it, get him to make a video and you'll have it sorted out in under 24hrs.
Mofo wont do a bad video on Hyundai
Stop calling Hyundai. You deal with the dealer and the dealer only. Make them deal with Hyundai.
or go see a lawyer make them deal with the dealer..
@juki: or go see an agent and have them deal with the lawyer, dealing with the dealer who's dealing with Hyundai.
Safety Systems could be ABS sensor, Airbags, G-sensors that trigger them under extreme deceleration, passenger avoidance radar at low-speed, lane change obstacle (other car) detection.
All the things that were optional on a car 20 years ago. Now, you can't even drive a car unless they are working :-(
Now, you can't even drive a car unless they are working :-(
Can't we start the car and just drive ? I thought these would be shown in yellow colour (warnings only) in the dash board.
Depends on the level of fault.
Came into the thread thinking it would be about getting cold feet, but honestly 15 days in the first 45 and not even diagnosed seems pretty major to me.
Or they haven't even gotten to the car yet beacuse of a backlog of issues with other cars.
mechanic plugs in device, car tells you what is wrong, dont take 15 days
Well apparently it does in this case
mechanic plugs in device, car tells you what is wrong
I beg to differ.. a car can have an issue that the computer just either doesn’t know about, or is being fed bad information.
So, no, you can’t always just plug a computer in and have it tell you what is wrong.
My bet is that OP had one thing happen once. The reason the dealer can’t find the issue is because it was a once off fault or is intermittent and OP just said to them “keep it as long as you need it.”
And I don’t know why, but like every other thread like this, OP seems to be deliberately vague about what the issue was and what was organised by the dealer.
I would be escalating to head office
But what if the head office is on the ground floor?
Take the lift to level 1
I would lodge a complaint with the ACCC, as well as contact Hyundai and the dealership. This is simply not what you would expect from a brand new car. If they cannot replace it with the same or upgraded model, I would request a refund.
Also, lodge a review on Product Review, though they don't appear to be active.
All the best.
Thank you. I have now lodged a complaint with the ACCC, additionally I also have lodged a product safety case as it may help someone with similar issues.
I'm a retired ex industry staffer …… when there is a major issue, and not resolved by the dealer workshop, take it up directly with the importer in this case. Insist politely that they must come to the party fast and not faf around with the dealer. In my past experience, when the "Factory" is directly involved things happen. There are some quite poor dealerships and good ones too!.
Thanks for your advice. Hyundai Australia has disowned me as a customer stating that refund or replacement issues have to be resolved with the dealer directly. They didn’t even give me an update on what went wrong 😑
Well, you did buy it from the dealer and not directly from Hyundai Aus.
If you buy a Sony TV from JB HiFi and it fails, you don’t go to Sony for a refund, you go back to JB HiFi. A car is no different.
You are right. What’s happening here is a well planned blame game between Hyundai Australia and the dealership. None wants to lose their money, me inclusive lol
Do you think so?
I purchased a Sony SDR-DH500 from Hardly's some years ago that developed a loud 50HZ hum that would actually vibrate the case within the first couple of months. I was calmly advised by the store that they only took returns in the first fortnight and after that I should contact Sony.
It took about 30 minutes before he and the manager he had called over to realise I wasn't swallowing that bullshit - and the not to subtle 'suggestion' that it " would be a lot quicker if I sent it in myself." was part of the reason that they have sold me nothing over the value of $10 since - and that only being run-out article that were that rarest of creatures, a HN genuine bargain.
You can approach the store or manufacturer
The retailer who sold you the product or service cannot refuse to help you by sending you to the manufacturer or importer. You can approach the manufacturer or importer directly, however, you will only be entitled to recover costs from them, which include an amount for reduction in the product’s value and in some cases compensation for damages or loss. You cannot demand a repair, replacement or refund from the manufacturer
https://www.accc.gov.au/consumers/consumer-rights-guarantees…
Technically correct, but poor customer service.
Thanks for your advises. I have now told the dealer that I won’t accept the car and have asked for a replacement or a refund. A case has now been lodged with ACCC, fair trading and product safety cell. Even now the dealer isn’t able to find out the problem. It’s time to get a refund !!!!
Thanks again
TBH you won't be getting a replacement car, not in the current market, so you'll probably be getting a refund.
Don’t worry, you definitely don’t want another Kona.
would you want another kona???
Is be interested to see how this resolves for you, best of luck!
I would still push for a resolution with the importer - I am not well versed with "Consumer help with the likes of Consumer Affairs Office) but I myself have had some small issues over software upgrades with my Kia Sportage, and they did not help. IF it had been a major problem I would have pressed further directly again with Kia. In your case I would be ropeable with the situation.
I worked for one of the big3 of our local manufacturers, and from experience my company did most often come to the party!!.
Journos will sometimes take up the case, you need older long term ones with experience Richard Blackburn, Toby Hagon, Stephen Corby, Adam Creighton and others.
Good Luck with it, but keep at them.
Did you get a loan car?
Nope. Dealer said that loan cars have to be arranged by Hyundai Australia.
So did you contact Hyundai Australia about a loan car?
Get onto their Facebook page. It’s amazing what companies do once negative items appear.
This! They don't want "my brand new Hyundai is a total lemon and I'm being ignored" on their social media accounts!
@Octopusgarden: thats a bit overrated, its just a new version of the customer is always right and unless you are some kind of influencer companies dont give a crap
The dealer is Northside Hyundai, Nundah, QLD
Just spent all their money building a new Kia showroom 🤣
Local Nissan just spend 2months of construction to update site, seems a lot of effort for its range of 5 vehicles. Juke and Leaf selling 50 a month?
Forced corporate look from head office. Dealership probably losing money…
That's your first problem
Any dealer under Norris Motor Group…. Famous for not taking customer service seriously and appalling post sales service
I have nothing positive to say about them
I still want to know what compromised safety systems means…
Me too
So when I was driving my car on a 60kmph zone, suddenly the safety systems - forward collision assist, e-LSD, Blind spot monitoring system, rear cross traffic alert, tyre pressure monitoring system have failed. There were all sort of failures displaying on the front screen
. The car has had its acceleration dropped to 20kmph.
e-LSD
is it a AWD ? or is it about front wheel speed difference with some electronic wizardry ?
@ravinleague: yeah, found a video https://www.youtube.com/watch?v=_XSBPFrHp8E
looks like even cars are more becoming like planes now with drive by wire :D
@bazingaa: This clutch-type electronic limited slip differential from Hyundai for their front-wheel drive N cars is the most effective front LSD I've ever come across bar none. It creates so much front-end grip not even my AWD Audi R8 could match its front-end traction. It takes a lot to make them understeer, which is quite a feat considering they're FWD only.
All these advanced camera based safety systems scare me a tad in terms of reliability, durability and the overall impact on the cars operation. Ive heard stories of safety systems braking suddenly for no reason. And if there is an issue with long term reliability does it make the car undrivable?
Could be braking (ABS sensor), Airbags, G-sensors that trigger Airbags under extreme deceleration, passenger avoidance radar at low-speed, lane change obstacle (other car) detection.
A case has now been lodged with ACCC, fair trading and product safety cell.
Just bear in mind that now you've done that, the dealer may stop dealing with you, instead they have to go through the people you just reported them to
Send an email to John Cadogan and he'll probably make a YouTube video about your issue on his channel and that will get them to resolve it ASAP hopefully.
Haha, great minds!
Does he still promote them? He used to talk highly of them.
Maybe not, he loves Hyundai.
So no point asking him for help as he is in their pocket.
Got to give credit to OP. They didn't create a new account just to ask a fake question.
So, just curious what is your major safety compromise? Bet everyone else is wanting to know .
Hyundai didn’t want to get involved maybe becoz they don’t see it as a danger or something minor which the dealership can handle easily. If it’s something major, they would be at it instant so the problem doesn’t spread and recalls happening would damage reputation and money
So is it really the seatbelt tangled ?
Breaking light failing ?
Power window won’t work ?
PEBKAC
Can't believe they have trouble telling you what's wrong within even 48hrs on a new car! It sounds like there is a major ECU communication error happening, which could cause almost all warning lights to come on…. a can bus line problem. Probably a damaged wire or module….
Bizarre.
Worst thing is i keep on hearing about all these late model.vehicles of varying brands having thousands of dollar services (Isuzu, Range Rover,…) and still have engines replaced under warranty, $5k pumps replaced, $14k this and that. Man, remind me not to buy new cars!!! I'd be super disappointed. I dont mind if big repairs happen on 2nd hand cars bought with 150k kms etc but inagine paying $40k and top dollar servicing costs and have breakdowns!! A new mercedes owner, my neighbour, had to wait 2 weeks for a replacement tyre after a blowout because they were an odd size. Imagine the disappointment after having driven it for only a month to have such stupid wait game for an expensive tyre!! I dont ever get blowouts…. (uh oh, better watch out now. ).
Translation:
The car broke down when very new. The buyer is now convinced its a lemon, and doesn't want it, so they had it towed to the dealer.
The dealer found no significant problem, or couldn't find any problem at all, and told the buyer that.
So the buyer escalated it to the importer, who listened to the dealer who said there wasn't any problem.
So the buyer has now escalated it to us with a vague description of a "break down", and "compromised safety systems" to get our sympathy. And we have to wonder if he's being vague because if he wasn't, if he told us exactly what happened, we wouldn't be any more sympathetic than the dealer and importer.
The fact is that's when things are most likely to break down. Not just when they're old, but also when they are new. The production engineering term is "infant mortality", because its the same with us humans. Its old people and babies that are most likely to die. It could indicate that its a lemon. It could just be that something slipped through the manufacturing quality checks, or it was random bad luck. You only know which it is if after being fixed it breaks down again. And again.
The heightened chance of things like cars breaking down straight after delivery was what was normal until things got built as well as they are these days. You were considered lucky if a new car didn't have any faults. That was why we got manufacturers warranties covering the initial period after purchase. To cover manufacturing faults. And now that things are being built better than they used to be we have statutory warranties that ensure they last.
Some errors simply do not show up and some dealerships will not put in the extra effort to diagnose a problem.
I had to take my car to the local mechanic to get a faulty fuel injector diagnosed when the dealership failed to find issue. Eventually they agreed with my mechanic and replaced the injector (although I now feel they should have done all 4).
So to be fair, I don't think OP is completely full of it. I have a Hyundai too and there was a recall in the US for the fuel pump control module as it can wig out and take down all the car systems.
As this happened to me, I can confirm that all safety equipment disables (including Passenger Side (air)Bags) with it throwing errors across the cluster screen. Acceleration stops working properly, gear shifts are delayed by 5s+, speedo updates every 10s, etc. So it is possible but unlikely on a new car.
You must have missed:
"
ravinleague 6 hours 29 min ago
+2
So when I was driving my car on a 60kmph zone, suddenly the safety systems - forward collision assist, e-LSD, Blind spot monitoring system, rear cross traffic alert, tyre pressure monitoring system have failed. There were all sort of failures displaying on the front screen
. The car has had its acceleration dropped to 20kmph."
It's just up a little on this page.
Now now, I'm sure this first hand testimony of what actually happened doesn't trump GordonD's amazing psychic powers
It might have be a loose wire on something on one of the safety systems. No actual issue at all.
Well until you find that loose wire and plug it back in it is an actual issue.
Yes of course, I just mean maybe the issue is fixed and not something ongoing. The dealer may have just checked that everything related to the safety system was plugged in properly and thats why no problems can be found now.
@lunchbox99: If this is the case the dealer would have happily declared problem solved that we found a loose wire (even if they are not 100% sure that is all the problem) and ask the OP to take it back and monitor (with a promise to look at it again if the issue comes back probably). They would never tell the OP they have no idea what is wrong.
Coming from a similar but not car industry this is exactly what we would do with a lot warranty claims, and you are right most of the time the problem never came back.
@sauxliu: Well maybe they did and OP is not convinced. I have no idea.
The first thing I would do is reseat all the relevant plugs in case something is just loose. It could easily result in a safety system error that is not real. Maybe by "no idea" they actually said after doing this that there is no obvious problem anymore.
There's nothing wrong with going into "limp mode" to economise on fuel either.
Sounds like a shoddy dealership. I bought a new i30 about 5 years ago which had a steering column issue about 6 months in, requiring a full replacement of the column. Dealer lodged it with Hyundai and was immediately dealt with. Took the car in for it's service about 4 months ago. Got a call from the dealer. “We’ve noticed that the steering column is starting to have the same issue again and there's a separate issue needing repair. We've already ordered the parts and had Hyundai sign off on it under warranty. Repairs can be completed in two weeks when parts arrive.” Note that the car was still fine to drive and I hadn't even noticed that the column was starting to play up again.
TLDR - Some dealers are great, some are crap!
Sorry Op but Hyundai just bent you over and the dealership fisted you. Get well soon
nup! May be they've fisted someone you know. But not me. I've got a refund in full
That would constitute a major failure and you should be able to ‘reject the car’ (which typically requires you to return it) and choose between a repair, replacement or refund.
ACCC info in this PDF: https://www.accc.gov.au/system/files/Just-bought-a-new-car.p…