KIA Didn't Provide Shuttle Service or Coutersy Car for Defective Airbag Service

Ljoshmc1 on 20/10/2022 - 16:45
Last edited 21/10/2022 - 17:23 by 1 other user

Hi everyone!

In August 2022, Kia advised that my Kia Cerato potentially has a defective airbag and required an urgent service. Needless to say, that freaked me out enough to immediately pick up the phone and try to schedule an appointment, whereupon I was advised that I would have to wait for two months for the next available service due to overwhelming demand.

After the two months of anxious waiting, I finally took my Kia in for service to Sunshine Kia yesterday. When I asked about a shuttle service, I was advised that there were only two courtesy cars for the 26 customers that were having their cars serviced that day and that a courtesy car needed to be booked three months in advance. I had to return home to work so I took an Uber there and back.

Then, as I was about to leave, I noticed the policy on the wall of their service department, which included Promise #6 - To provide alternative transportation option for customers while their Kia is in for service or repairs". I pointed this out to the Assistant Service Manager and asked if they could reimburse me for my Uber. He said this was unlikely to happen.

Since this is a clear discrepancy with their own policy, I took the liberty of updating it and socialising it on social media.

I did receive a call from head office in NSW yesterday. The "dude" who called me said they wouldn't be reimbursing me and that availability of courtesy cars is based on availability. I told him that their policy doesn't state that. He barely let me speak and when I asked him to put everything in writing he point blank refused.

What else can one do in this situation??

Automotive Car Kia

Comments

  • Drakesy on 20/10/2022 - 16:52
    +36

    Not be a Karen about it?

    • joshmc1 on 20/10/2022 - 16:56
      +75

      haha… with that attitude, you could seriously work for this organisation

      • SF3 on 20/10/2022 - 17:20
        +6

        with that attitude

        PotKettle.

      • Iluvfreebies-freeDel on 21/10/2022 - 07:43
        +9

        You have the right to complaint. But there is not much you can do here. All can do is write a review and let others know. Once the product is sold companies do not care about you because they do not care about brand loyalty anymore.

        • SF3 on 21/10/2022 - 09:41
          -2

          they do not care about brand loyalty anymore.

          Buy white goods brand, get white goods service?

      • JonSteele on 22/10/2022 - 07:51

        But KIA means? Killed in Action, what did you expect for the replies?
        Ford First on Rubbish Dump
        Crumbadore rust bucket
        list goes on and on.

      • siresteelhell on 22/10/2022 - 10:04
        +1

        feel like this is the point where someone goes "ok, Karen"…

    • HeWhoKnows on 21/10/2022 - 14:13
      +4

      OP should pull thier head it.
      Kia is absolutely correct
      OP is not "entitled" to a car unless booked in advance which makes perfect sence to a "reasonable" person
      In fact everything is "subject to availability" in case OP hasnt noticed.
      No different to booking an Uber ride. You can't just hail one down. You book via the app.
      Policy is policy. Not the law!
      OP should learn the difference.

      If you dont like their "service" go elsewhere OP.
      Nobody is forcing you to go there.

      And what does all this have to do with a defective airbag???

        • Euphemistic on 22/10/2022 - 06:08
          +8

          But you aren’t going to get an Uber if there is no driver in the area, or all drivers are busy. Same for eats, can’t order a feed if the restaurant is closed. It is subject to availability, everything is.

        • Harold Halfprice on 22/10/2022 - 10:13
          +3

          Of course Uber is subject to availability. Do you think drivers are conjured out of thin air when you open the app? If there are no drivers available, then there are no drivers available.

          Really isn't a difficult concept to understand.

        • ripesashimi on 22/10/2022 - 21:15

          Have you ever heard of Adelaide? Huge wait time for uber in some areas.

    • skidexa on 22/10/2022 - 12:24
      +6

      I dont see how OP is being a Karen about it. Can you elaborate?

      • Euphemistic on 22/10/2022 - 13:35
        +1

        The Karen: Getting all stroppy about something minor that could have been avoided by planning or a little more consideration of others.

        • Techie4066 on 22/10/2022 - 21:01
          +6

          And perhaps the service department could consider removing a misleading sign? Not that I'd confront them about it. Not at all worth making people miserable.

          • ceroau on 23/10/2022 - 00:28
            +4

            @Techie4066: It’s not misleading. If OP had asked in advance I'm sure they would have arranged something. The policy does not imply they can ask last minute on the spot and expect them to bend over backwards just to appease op request. A lack of planning on OP part does constitute and emergency on there’s.

            Once again a policy is just that a policy it not enforceable by law.

            • Techie4066 on 23/10/2022 - 10:22
              +2

              @ceroau: There clearly is a huge demand/supply problem with the service department's ability to fulfil "Promise #6" so I disagree. It's always an inconvenience when loan cars are unavailable well in advance (because they always are) but yes OP was acting very entitled.

            • ThithLord on 24/10/2022 - 09:40

              @ceroau:

              It’s not misleading. If OP had asked in advance I'm sure they would have arranged something.

              Yes, the sign clearly says you need to arrange this well in advance.

              Promise #6 - To provide alternative transportation option for customers while their Kia is in for service or repairs

              Wait a minnie

        • HeWhoKnows on 23/10/2022 - 10:48
          +1

          But Karens complain about everything and nothing
          That is what OP is doing
          Read the post

          Not sure what point they are making

          Did OP even get ther airbag replaced?
          Never said
          Wasnt the 2 month wait the complaint mentioned in the first paragraph???

          I think OPs name is Karen

      • Drakesy on 22/10/2022 - 16:57

        @euphemistic summed it up well

  • spackbace on 20/10/2022 - 16:52
    +15

    What else can one do in this situation??

    Nothing? Everything you've said is par for the course for most, if not all dealerships for many brands

    Free, or cheap loan cars are available everywhere but book out early. Do you expect them to have cars just sitting there every day in case?

      • spackbace on 20/10/2022 - 17:01
        +3

        Well actually it is, because most dealers service a pretty wide area that the bus could take 2hrs to get around everywhere. Would you like to wait longer than you have to and be in a van/bus with a bunch of ppl?

      • [Deactivated] on 20/10/2022 - 17:04
        +20

        You should have bought a Honda then

      • p1 ama on 22/10/2022 - 17:39
        +9

        Pay a 70 year old geriatric to drive it.

        I actually empathised with your story, but the more you say, the more you just sound like an ass. With the way you carry yourself, I'm not surprised the dealership was a d1ck to you.

    • [Deactivated] on 20/10/2022 - 16:57
      +10

      The post doesn't even make sense. OP asked about the shuttle service & then went on about a courtesy car.

      • HeWhoKnows on 21/10/2022 - 14:15

        And started with the defective airbag which required a 2 month wait.
        The problem is obviously with OP

        Maybe next time OP dont buy a Kia
        They just a cheap and cheerful car…
        Just move on

        The heading should read "WTF is going on with OP"

  • Sterio on 20/10/2022 - 16:53
    +15

    Sign up to Ozbargain and then get on your soapbox.

    • spackbace on 20/10/2022 - 16:53
      +18

      Soapbox unavailable today, please take a ticket and come back later

      • DashCam AKA Rolts on 20/10/2022 - 20:09
        +19

        Soapbox needs to be booked 3 months ahead.

      • parsimonious one on 22/10/2022 - 17:15
        +6

        What!?? The sign on the wall says a soapbox is available to all ozbargainers

        I want to talk to the manager!!

  • pegaxs on 20/10/2022 - 16:57
    +19

    What else can one do in this situation??

    Nothing. Vote with your feet, dont buy another Kia and don't use this service department ever again…

    And of all the service loan vehicles we loan out, 95% of the time, the person drives it 4km to their work or home and then use it to drive back to pick their car up. They didnt need it, they just wanted it.

    Added to this, "Promise #6" doesn't mean "get your own Uber at whatever cost and they'll just reimburse anything you throw at them". What it usually means is, at a bare minimum, they will drop you at or close to home/work if it's not 2 hours drive away if they dont have a loan car available fore the day. NO stealership, no matter how big it is, is going to have a fleet of loan vehicles large enough to cover the 20~30 cars they are going to service that day.

    Or have I missed the point and this is just another "where muh compensations???" question?

    • joshmc1 on 20/10/2022 - 16:59
      +1

      You have missed the point entirely. Dont write a policy that you either have no intention of making good on, or are unable to for whatever reason.

      • pegaxs on 20/10/2022 - 17:06
        +27

        No, YOU have missed the point.

        You didn't ask for a service loan vehicle when you booked the vehicle in, this is your fault. You then went on to organise your own Uber and are now expecting them to foot the bill for it. The service manager even told you that if you took an Uber that you organised for yourself, that "reimbursement is unlikely", but you took that option anyway.

        I took the liberty of updating it and socialising it on social media

        Ok, Pam, settle down…

      • payless69 on 20/10/2022 - 21:41
        +6

        This bbs is setup to even turn the worst HN disaster into a profit for the board.
        I can confirm that KIA is not up to standard with their service obligations. Having a faulty airbag fitted was not your fault.

        • mhz on 21/10/2022 - 09:51
          +12

          This right here. The faulty airbag is not the fault of the customer and the OP has been put out of pocket for having to arrange their own transportation for a situation that Kia created. I would be equally as annoyed as well and wanting compensation.
          I had a similar issue with my ford ranger where there was an airbag recall on it and it took less than an hour to perform at a dealer.

          • JonSteele on 22/10/2022 - 07:52

            @mhz: That's what the court case was for? Maybe he could research that fact.

            2023 pay out occurs.

    • aggregate on 20/10/2022 - 17:16
      +6

      If it helps, I feel your frustration and recommend you to let it go. In the grand scheme of things it is a temporary inconvenience to you.

      If you can’t get over it, vote with your feet. Or take it to VCAT if you think you have a case.

      KIA has made it clear they will not do anything further.

      • Franc-T on 22/10/2022 - 13:53
        +2

        All I think KIA should do is take that bullshit sign down.

        • tonyjzx on 22/10/2022 - 18:48

          kia are fine there… they are saying in a normal expected circumstance they may have courtesy cars… however is a mass recall a " normal expected circumstance"… they're only going to commit based on normal servicing… and even then its gonna be a couple of spare kia rios

          people have to look after their own circumstances and OP isnt

  • joshmc1 on 20/10/2022 - 16:58
    -6

    Interesting that most are cool with companies having a policy that they cant make good on. Is this how you would run your own company.. just make a bunch of BS promises and expect no one to notice?

    • pegaxs on 20/10/2022 - 16:59
      +21

      Member since 25mins ago

      You're going to fit in great around here, I can just tell.

      Are you not getting the confirmation biased you were seeking when you made your account? Have you tried cross shopping it to Whirlpool?

  • illogicalerror on 20/10/2022 - 17:01
    +4

    I usually just ask the dealers to drop me where I'm going and they'll get one of the apprentices or whoever to take me, no dramas.

    • spackbace on 20/10/2022 - 17:03
      +3

      no dramas

      I'm sure you present like someone we'd want to help, as opposed to someone jumping up and down

    • Stopback on 20/10/2022 - 17:09

      How about pickup

      • illogicalerror on 20/10/2022 - 17:13
        +1

        Yeah they pick me up as well.

  • pharkurnell on 20/10/2022 - 17:06
    -1

    What else can one do in this situation??

    Just get on with living… Their busier than usual, be thankful your car got in and fixed

    Dunno why you were all uptight about the airbag gig in first place, people traveled, crashed and lived before them.

  • Ocker on 20/10/2022 - 17:11

    Surprised OP didn't also bitch about the fact although the recall was made public on 1st March OP was not advised until August?

    • illogicalerror on 20/10/2022 - 17:37
      +1

      Poor guy is going to melt now he's found that out.

  • Murkymerv on 20/10/2022 - 17:48

    Don't come on this site without expecting to be berated , and no you have no claim on a free ride subject to availability….

    • cookie2 on 21/10/2022 - 07:48
      +13

      Well that's horrible welcome. Wtf is wrong with you all. Yeah fair, the guy didn't book. But he's there because of their instructions and he noticed the sign after he'd purchased alternative transport. Is it so odd to think that a policy that's being displayed should either be clear and accurate and upheld or modified/removed? The policy is stupid but they wrote it and they displayed it themselves.

      • TilacVIP on 21/10/2022 - 08:26
        +6

        And the first sensible & understanding response to the OP.

        A company that has a policy but does not honour it. What grubs.

        • Euphemistic on 21/10/2022 - 09:42

          Did they not honour it? Does it say they’ll transport you if you fail to plan ahead?

          • Assburg on 22/10/2022 - 04:10
            +4

            @Euphemistic: I mean, the promise doesn't actually say "provided you book 3 months in advance" according to OP, and if it did he probably wouldn't have posted.

            If I am having a product recalled, and can't use it while it's repaired, I think it's absolutely reasonable for that company to cover all additional costs incurred as a result of the defect.

            • Euphemistic on 22/10/2022 - 06:04

              @Assburg: We don’t know exactly what the promise says. Only what OP says it says, and OP says ‘option of transport’. The option is provided, courtesy car. OP has not indicated if there is any fine print or other information of that promise.

              • parsimonious one on 22/10/2022 - 17:29

                @Euphemistic: Exactly, most of these companies have some fine print about “subject to availability”

                Also, don’t forget that’s it’s not like KIA told him they’d provide transport when he booked and then reneged when he got there

                He drove down, expecting to make his own arrangements re transport and now is bleating that he had to continue with the plan he initially made/expected to undertake

                • Euphemistic on 22/10/2022 - 17:56

                  @parsimonious one: It’s also not clear at what point OP noticed the policy. My read is it was noticed when he went back to pick up the car

      • skidexa on 22/10/2022 - 12:27

        If you dont know by now, the ozb crowd has no sympathy for anyone even if they are in the right. Its a circlejerk for upvotes or to make people feel superior to others when they berate them for a crappy situation.

  • ChrisLevo on 20/10/2022 - 17:53

    My Kia dealer (Adelaide City Kia) provide me with a free loaner car at each service - sadly, not a Stinger GT…

    Mind you, I book in advance 'cos they can't be expected to have a fleet of loaners just sitting there for the Karens of this world.

  • Look Up on 20/10/2022 - 18:24
    +4

    Hi Josh, here is a great deal for 256GB of DDR4 that hopefully soothes your nerves

  • randomusername2017 on 20/10/2022 - 19:40

    What else can one do in this situation??

    Next time yell,scream and stamp your feet louder and longer and they'll eventually book you a ride to the station.

    • [Deactivated] on 20/10/2022 - 19:48

      Or call his Mum to pick him up

  • Typical16-bitEnjoyer on 20/10/2022 - 19:54
    +8

    Welcome Josh, check out this deal while you're on here.

    • pegaxs on 20/10/2022 - 20:06
      +1

      🤣

  • Euphemistic on 20/10/2022 - 20:00
    +4

    So you failed to arrange any form of transport in advance and then complain about nothing being available? Most people organise how they are getting to and from service a bit sooner than ‘now’, the majority probably arrange their own transport outside what a dealer may provide.

    What can you do about their policy? Plan better.

    Disabled user in 5…4….3…..

    • cookie2 on 21/10/2022 - 07:50
      +2

      They're not complaining about lack of transport. Whether intentional or not, you've missed their point entirely.

      • Euphemistic on 21/10/2022 - 09:39
        +2

        And I think you’ve missed my point. OP failed to organise transport with Kia in advance and is now complaining about not being able to get transport from Kia.

        You don’t go and drop your car off and then ring around your friends for a lift any more than you should expect a business to do so. People and business can’t drop everything because you failed to plan.

  • FoxJump on 20/10/2022 - 20:02

    one my cars get serviced at a place with a courtesy bus

    the other car has a guy that picks it up, and drops it off, at my home

    • Euphemistic on 21/10/2022 - 09:40

      Option 3, I’ve had my car serviced by a mobile mechanic.

  • lainey13 on 20/10/2022 - 20:13
    +1

    So, do they actually have a policy on what they do if they break a promise? Because it sounds like you're putting a lot of emphasis on 'promise' when their interpretation is not the same as yours…

  • DASHCAM NOW DUDE on 20/10/2022 - 20:16
    +2

    Harden up and don't buy Kia next time. Money talks.

  • pe arl on 20/10/2022 - 20:35
    +3

    Would they have offered to drop you off or provide some alternative options if you'd asked before arranging your own Uber?
    If not, they should put a disclaimer under the #6 promise, e.g. "*subject to courtesy car availability", to avoid any doubt of false advertising - since "alternative transportation" could reasonably be interpreted to include a drop-off service or a cab ride that can be arranged on the day.
    Not surprised they didn't reimburse the Uber fee though since it wasn't arranged through them.

  • Brucet on 20/10/2022 - 21:16
    +1

    I always told people want reliable & quality cars go for Toyota.( unfortunately no one listen to me :::(((( )

    • payless69 on 20/10/2022 - 21:36
      +1

      Any dealer can give you issues. Toyota in general are more up to their promises.

      • Tleyx on 21/10/2022 - 14:07
        +1

        Toyota have less issues so when they happen more likely to have cars

        But Toyota are definitely premium nowadays

        • RADICALIST on 23/10/2022 - 07:49

          Toyota has recalls all the time

    • DarwinBoy on 22/10/2022 - 12:09
      +1

      Isnt there a billion dollar pay out coming to Toyota owners very soon?

  • GrueHunter on 20/10/2022 - 21:57

    You missed the small print where they don't have to provide extra services to anyone who uses excessive crazy person punctuation???????????

  • Aust on 20/10/2022 - 22:26
    +2

    At least ford proivdes a taxi if no courtesy car available.
    Also i was told the excess on a courtesy car was $2,000 and you couldnt reduce it.

    • SlowCarSlow on 20/10/2022 - 23:12

      That's the same amount as the time I took a test drive in a KIA…

  • Speckled Jim on 21/10/2022 - 07:53
    +1

    Traffic that used to post such ordeals at notgoodenough.com.au are diverting to OzB.
    It was a thing until they sold out.

  • Ryk on 21/10/2022 - 08:01
    +1

    Just consider that they did reimburse you for the uber, and increased the cost of the service to cover their cost of the uber plus a margin, and we're all square. and you got a great deal.

  • 82norm on 21/10/2022 - 13:38

    Rule number one. Lower your expectations as soon after you’ve parted your hard earned and taking ownership of your vehicle. After that you won’t have further grievances. Anything that does come good is a bonus.

  • brad1-8tsi on 21/10/2022 - 13:57
    +3

    such emotion over an airbag

    • pegaxs on 21/10/2022 - 17:18
      +2

      The irony is that all it was was a quick check of the module and possibly a software update. Maybe take less than an hour to complete. OP could quite possibly have waited for the check to be done.

      But, you know, it's not a forum post without "outrage" and calls for "muh compensations!!"

      • skidexa on 22/10/2022 - 12:31

        If that was the case im sure the person would have told them…

        Is it not possible that they had other cars they needed to work on first?

  • Ken1977 on 21/10/2022 - 18:39

    If it makes you feel better I got a letter for an urgent safety recall on a BMW, dropped past the dealer to book in an appointment, service dept closed early that day, left my details so they can call me and book an apt. Still haven't heard back 1 month later. Hope I don't die waiting.

    • spackbace on 21/10/2022 - 20:01
      +5

      Haven't considered calling them? Or do you forget, like you forget that you have indicators?

  • Manny Calavera on 21/10/2022 - 20:05
    -2

    Use the money you saved on your Korean econobox to pay for a taxi.

  • drfuzzy on 22/10/2022 - 00:23
    +2

    I think life is going to be a cruel and unjust journey for the OP.

  • drfuzzy on 22/10/2022 - 00:26
    +3

    On the Zero to Lindy Chamberlain scale of injustice this rates about a 0.5

    • Domingo on 22/10/2022 - 00:35

      Maybe a dingo ate his airbag, creating the whole situation.

  • Kranbone on 22/10/2022 - 00:35

    It's more a case of the dealer not having enough loan cars available. I can understand the OP's disappointment and frustration.

    I guess the takeaway if to book in advance to guarantee access to the spare car. Just curious, how long did it take to replace the airbag?

    I had a friend (different brand) with an airbag recall. The dealership replaced the airbag unit free of charge. They had no access to a spare car either but when they went to pick up the car the radio was disabled and needed a code. It was explained to use that since they had to disconnect the battery when removing the airbag the radio is reset. Unfortunately for my friend she didn't have the code and wasn't the first owner (but the car was less than a few years old).

  • tonyjzx on 22/10/2022 - 03:25

    mate you bought a kia

    not even mercedes is gonna do what you request to any kind of reliability

    maybe you should have arrange a pickup from someone? i get my missus to pick me up in her car…

    • payless69 on 22/10/2022 - 08:30

      Not the point: Kia F-d up the airbag. Car is no longer safe. Kia should not blame its customers for their stuff up!

      • spackbace on 22/10/2022 - 12:18
        +2

        Kia should not blame its customers for their stuff up!

        They weren't? OP was more than welcome to sit and wait for the service/inspection

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