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

  • Willy Beamish on 22/10/2022 - 04:49
    +3

    You should have thought ahead considering you knew months in advance.

  • hunter123 on 22/10/2022 - 05:08
    +8

    Ozbargainers in general love a deal but seem to believe in "buyer beware" in these forums.

    I think OP's complaint is pretty reasonable. Take it to fair trading and see what they say.

    Kia sold you a car with a pretty serious safety fault, then when they finally fixed it, failed to provide alternative transport in the form of a shuttle or a loaner.

    Given their displayed "promise", they should have asked if OP needed alternative transport while making the booking.

    Kia haven't fulfilled their promise. Op is within his rights to be upset

    Kia should foot the bill, or change the signage to read "subject to availability".

    • nwa on 22/10/2022 - 08:14
      +2

      Exactly, poor service and somewhat fraudulent advertising by Kia. Best is to write review and name and shame which you did.

      • tonyjzx on 23/10/2022 - 19:59
        +1

        do that

        do a google review

        the reality is hyundai kia are so big and and your accc so worthless that you wont get any satisfaction

        it seems airbag recalls are common and its absolutely normal for them to keep your car for a day or more and you're carless, no bus or courtesy car…

        be realistic… if they are recalling thousands of cars how are they supposed to get hundreds of cars so all their customers have courtesy cars

        they have no shame because mother fuqqers are lining up to buy their shit… i mean OP is probalby off Kia for life… by geez i hope Kia dont go broke losing out on a $25k sale next time…

    • dufflover on 22/10/2022 - 11:48

      Ozbargainers in general love a deal but seem to believe in "buyer beware" in these forums.

      I'm a bit surprised too at the responses.
      Even if the customer is not entitled to the service or arguing the company did nothing wrong, is not mutually exclusive to poor customer service. I'm more surprised head office didn't do the opposite and just reimburse to pay for silence.

      • tonyjzx on 23/10/2022 - 20:01
        -1

        its being realistic

        we want better but how long have you guys been buying cars in this country??? like mediocre service is just the standard

        further OP is really getting his panties in a bunch over his kia

        no good sides to this… they deserve each other

    • whatgift on 24/10/2022 - 09:27

      It seems to be a selective interpretation of this “promise” and the OPs expectation that they could turn up and options would suddenly be provided. Both parties are at fault here, but this is a great example of a customers expectations over business realities.

  • [Deactivated] on 22/10/2022 - 08:54

    What else can one do in this situation??

    Noone cares about your social media. Put this on their Google listing where potential customers will see it, and let them decide how important it is. Expect a canned BS response from their head office. Perhaps they will put up a bunch of fake 5 star reviews immediately after to compensate (Bob Jane like to do this)

    Also ACCC if it's worth your time, I'm not sure you will get anywhere since by your own account you chose to arrange your own transport before asking for them to fulfil their promise.

  • OmboKing on 22/10/2022 - 09:00

    I have a Kia, and they were pretty clear that courtesy vehicles are subject to availability and need to be booked in advance. This seems to me that they are living up to their policy, and nowhere in their policy does it state that alternative transport options are free either.

    You really should have planned your transport to and from the dealership prior to taking it there.

  • 2024 on 22/10/2022 - 09:42
    +1

    They did uphold that promise of providing alternative transport options, and advised you it’s a 3 month wait.
    Why the fuss?

  • Herbse on 22/10/2022 - 10:24

    You should have booked the courtesy car when you made the booking for the recall fix appointment. This is the same procedure for making a service appointment.

    As they say, they have 2 courtesy cars. Not 30 sitting around waiting for someone to come in and ask at the literal last minute.

    If you weren't able to get to work you could have also taken the car back, and rescheduled for a day with the courtesy car available.

  • DiscoJango on 22/10/2022 - 10:36
    +2

    I would have written a letter to kia and demand that they have 20 + loan cars at the ready at anytime for customers, because!

  • BuckyUnlucky on 22/10/2022 - 15:10
    +1

    Reality is often disappointing

  • [Deactivated] on 22/10/2022 - 15:33
    -2

    You bought a Kia. That was your first mistake LMAO

  • serpserpserp on 22/10/2022 - 15:44

    Is there a Kia service centre in Sunshine? Do you mean Footscray?

  • Dack Smith on 22/10/2022 - 18:16
    -2

    KIA cars are just no good, not sure why people hate reliability.

    Although…. maybe the car comes with free kimchi?

  • KYoohu on 22/10/2022 - 18:43

    Start by addressing the Kia employee properly and not calling him a "dude"… :)

  • DingoBlue on 22/10/2022 - 19:30
    +1

    Was it part of the Takata compulsory recall?

    The manufacturer will arrange towing free of charge to complete the replacement or organise the replacement to be completed on site if a safe work location is available.

    The replacement service is free and the manufacturer must replace your airbag within three weeks of your request. If the replacement takes more than 24 hours, your manufacturer must provide you with alternative transport such as a loan or hire car upon request.

  • airtime on 22/10/2022 - 21:34
    +1

    I think the OP is being selective when quoting the KIA service promises. Kia's promise states:

    Alternative Transportation
    If your car can’t be repaired the same day, you will be offered alternative transport – the costs are covered.

    Carefully note the can't be repaired the same day .

    OP - did you pickup your car the same day or did you have to leave it with the KIA dealership overnight or longer?

    If you picked up your car the same day, you aren't covered by that promise.

  • ass3ts on 23/10/2022 - 01:35

    To be fair, even Porsche dealerships currently have a 1-2 month wait for most appointments. A courtesy car is provided but needs to be booked way in advance too, and the vast majority of them are just base Macans, don't expect a GT2 RS.

  • ddr0001 on 23/10/2022 - 09:05

    Buys Kia. Expects Lexus service.
    In all seriousness, even Lexus requires a bit of notice.

  • dcash on 23/10/2022 - 09:27
    -2

    Seriously, it's a Kia. What did you expect?!?

  • pn09 on 23/10/2022 - 10:19

    Kia try to differentiate themselves by better service, and for the most part they do.

    But they also go for cheaper prices, longer warranties, cheaper servicing, etc. Bang for your buck wise they still offer a lot in the ICE market.

    But better service doesn't mean that everything is free. They are still a business.

    As all their prices are lower than a more premium marque (initial purchase, servicing, etc.) there is less inbuilt $ from there to go into paying for these freebies (like transport, or coffees in the servicing lounge).

    • jackking on 24/10/2022 - 11:30
      +1

      Uncalled for, people need to chill out

  • Empharand on 23/10/2022 - 18:09

    Bikies

    • Euphemistic on 23/10/2022 - 18:21

      Are they offering a shuttle service now alongside standover tactics?

      • parsimonious one on 23/10/2022 - 18:43

        I think he means he should have got a lift to and from the KIA dealership with bikies

  • fleetfeather on 23/10/2022 - 22:59

    They only ever give out courtesy cars that are worse than the car you've bought. Unfortunately, you own a 2017 Cerato

  • jackking on 24/10/2022 - 08:15

    I am with you OP. Fact that it was Kia’s defect and not yours makes it their duty to provide at least SOME compensation/ free transport service for your travel expense. At the very least you should dropped to nearest public transport hub with bus and train services or $10-$30 transport voucher

    • Euphemistic on 24/10/2022 - 10:23

      And perhaps that’s what they would have done if OP made arrangements at tile of booking.

      • jackking on 24/10/2022 - 11:26

        Agree, I took from OP’s post that he didn’t get the option when booking it and that it had to be done separately. I do think if the KIA place is at an isolated location, they should offer shuttle service to nearest transport hub without needing to book. Though not sure where the KIA servicing took place

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