[Resolved]  Hyundai / i10 - Kappa - Sportz — Numerous

Address:

Chennai, Tamil Nadu

Dear Sir / Madam,

I have owned a car since 2003. In April 2009, I had purchased a Hyundai product (I10 - Kappa/Sportz) for the first time and at that time I didn’t realise what a grave blunder it was. I DONT have any regrets about the product as such. But the way the customer is being handled and the promptness (or rather the lack of it) in addressing a customer's issues and queries at Kun Hyundai needs a sea-change.

1) To begin with, my RC book was ready after repeated follow up from my end to the dealer (Anna Nagar). Unfortunately, my car met with an accident within 45 days of purchase and complaint was lodged. When my car was taken to the RTO for inspection, they refused to do it for want of RC book. It was more than a month after purchase of the car and the RTO informed that RC book is being given within 3 days from the date of purchase. In order to complete the inspection formalities, I called the showroom from the RTO office which is very much in the vicinity of the showroom. I found that the RC book was ready at that given time (which they didn’t bother to inform despite my calls to them EVERYDAY). So I had requested them to kindly deliver the same to the RTO. Unfortunately, they could not find a person the deliver it. So the inspection could not take place on the same day. Subsequently, I had to collect the RC book from the showroom, request the police to make an appointment with the RTO (who was not available) and then had take to the car again for the inspection at RTO two days later.

Moreover at the time of accident (which again was in the vicinity of the showroom in Anna nagar) I had called one of the executives from the showroom to assess the damage so that I can sue the vehicle that hit my car. The person refused to come nor did he suggest any alternate person.

I had a similar experience with my previous car, when a representative rushed to the spot with a mechanic on my request. Further, they have always attended to my queries and calls very promptly and come to your aid in times of need. You will appreciate that such a gesture gives a lot of confidence and trust to the customer.

2) Next, I had a problem in the in-built music system in the car. As ever, I had contacted the Mount Road / Ambattur service station to ask what to do in such a situation. They asked me to contact a dealer who handles such complaints on behalf of Kun Hyundai. When I called the concerned person, they claimed that they do not service music systems of Hyundai anymore. It was very evident that the executives were not aware of the procedure in such events. After prolonged follow up and discussion, they had advised me to bring the car to the show room so that they can remove the music system and get a replacement. An ideal situation, would be that the service person comes to my residence to remove the system from the car. It didn’t stop there. There was no update from the showroom for nearly 10 days, until I called the customer care number and lodged a complaint. I should say that the response was immediate.

3) I have completed the 3 free services as of 06.05.10. However, the 2nd service coupon in the book has not been updated. Neither, do they mention the date of next service which will help us in remembering the date of next service.

4) In the 2nd week of April 2010, I had received a call from Kun informing that the insurance is due to be renewed in end April 2010. I have been a regular customer of Bajaj Allianz for the past 7 years and hence I had suggested to the caller that I wish to make payment for Bajaj Allianz and the same can be done online, as was my practice earlier. However, the person was insistent that it has to be done thro KUN ONLY so that any future claims can be handled without any issue and delay, which was like a threat, meaning if I do not renew the insurance thro KUN I may have trouble in making future claims, if any. Though he made several appointments to meet me at the office / residence, nobody turned up till 21.04.10, when I had issued a cheque for the premium. The executive who collected the payment from me did not give a receipt for the same as proof of payment of premium. After that, I had to go on tour officially and hence could not contact to know the status of insurance. After repeated calls to the concerned, he confirmed on 03.05.10 that the renewed insurance will be delivered the next day.

Since there was no update after that, I had mentioned about it to one of the service engineers (at the time of leaving the vehicle for service at Mount Road) Mr. Karthik who was kind enough to check with the person. At the time the person informed that the renewal is pending for want of copy of insurance (pertaining to last year), which surprisingly was not informed to me. Never have I had such an experience where they ask for the insurance copy of the previous period. The reason given was to cross check the engine/chassis no. which is available in the RC book. The document has been furnished. Now I have to wait & see how long it takes now.

No wonder my father switched from Hyundai to Renault ! I should repeat here that the Hyundai products are excellent but it’s the people who make the difference – in this case it is negative. I have known my friends owning Santro cars shifting to other service stations.

God save the Hyundai customers !