I have a 2020 Hyundai Kona which I presented to the dealership with a noise coming from the front end which was causing concern. I was advised after pushing them and them advising they couldn’t fault the problem, that the front struts need replacing. I have waited 3 weeks for a response, I have rung several times, spoken to Service Manager once and still waiting for a return call advising the next course of action. Nothing is forthcoming.
This is a safety issue. Where do I go from here?
Cheers
Jo-Anne
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While it should not make a difference, are you the original purchaser and is it the original dealer? A known customer usually has a better time with a dealership than someone who bought a vehicle used or sometimes from another dealership and comes for warranty work.
Is the response a booking for replacement/rectification? Approval? Something else?
It should be straight forward if the log book service schedule was completed as required but obviously not.
You could contact the dealership owner if it is an individually held dealership or the general manager if it is corporate, best initiated with a phone call, then escalating to Hyundai Australia, and if nothing eventuates followed up with a formal Letter of Complaint per ACCC style and content to the dealership owner and cc’d to Hyundai.
Keep everything (who, what, when, statements) in notes or via written (eg email) so it can be used as evidence of what has (and has not) transpired.
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I am the original owner but it’s not the dealer I purchased it from.
This dealership has a really bad reputation and unfortunately this has confirmed it for me.
I am waiting for the service manager to advise what course of action they are taking. She did say about fitting after market struts but had to get approval. AS it is a safety issue, I would have thought it was something that would be prioritised.
Thanks for your reply.
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How do you know it is a safety issue. Is it what you believe or what the mechanic said?
Noise from a strut may not be a safety issue, but an annoyance. It would be a safety issue if the strut has been damaged through driving (such as hitting a large pothole, kerbing or a speed bump too fast) or something is broken/loose and likely to cause the strut to fail.
If it is due to damage from driving, it won’t be covered by a warranty and would be excluded from the Australian Consumer Guarantee under the Australian Consumer Law. It would fall under ‘misuse’.
If you are concerned, have you tried another dealership or an aftermarket supplier (one that specialises in suspension systems such as Monroe, Pedders etc). If an aftermarket supplier is used snd it falls under the warranty, see if the aftermarket supplier can do the warranty repair. This would require approval of a dealership/Hyundai Australia.
As the dealer has indicated an aftermarket struts, the dealer may be thinking it isn’t a warranty issue and is trying to save you money by fitting non-OEM parts. It is more likely to have OEM/genuine parts installed if it was a warranty claim. This is because the dealership/Hyundai are obliged to repair the vehicle to similar condition before a fault occurred.
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the mechanic informed me that the struts were faulty and required replacement. They did say they were to be replaced under warranty.
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This doesn’t mean it is a safety issue. I would be surprised if a mechanic allowed the vehicle to be driven if it were. If they did and something went wrong, it is their head on the chopping block.
See if you can get the struts fixed through an aftermarket supplier with approval of the dealership/Hyundai. They are likely to be doing the same if an aftermarket part is being used and may be amenable to such a solution. They might nominate the aftermarket supplier to take the vehicle to.
They may plan to use a aftermarket supplier as there could be significant delays for OEM/genuine parts. If they approve aftermarket part installation, it means it would be covered by the manufacturer warranty.
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when I spoke to the service manager last week, she said she was aware it was a safety issue. So I am going on their word.
The problem I am having is getting anyone to talk to me other than last Friday when I spoke to the Service Manager. I’d be more than happy to have after market fitted, but I want it in writing and confirmed by Hyundai before it happens.
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I think the simple answer to this is that the dealer cannot get the OEM parts. They are not available in stock, and have to be shipped from overseas.
Ask the question.
But often after market suspension components are better than the OEM parts. Given that yours need replacing after two years, they must have been crappy.
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Gregr, yes I believe that is the case, however, getting an answer out of them is a pain, they won’t return calls. I’ve waited 3 weeks for them to tell me what approach they are taking. Its frustrating.
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Several points to consider.
There are a number of suspension specialists operating in all larger Australian Cities, EG Pedders. Most offer a free inspection and test. Look to the yellow pages (on line).
Assuming your vehicle has not been abused the front struts would not be expected to fail or develop a fault within the warranty period. The Hyundai dealer is responsible for responding on behalf of Hyundai. The replacement struts should be supplied by Hyundai free of charge to the dealership service dept and Hyundai pay for the work to be done. It’s up to Hyundai Australia to provide the struts whether OEM or after market. It would be an exception for Hyundai to offer an independently branded after market product.
My previous experience with warranty work on our motor vehicles is the OEM provides supporting paperwork on their letter head as an approval of any warranty repairs. As a customer I’ve also received a copy as evidence of the OEM’s approval of the work and parts. I’d not proceed with a dealer without sighting these approvals. I’ve not had to ask Toyota, Subaru, or Ford dealerships in advance. They have provided it up front as part of the sign in for each booking.
Hyundai provide several ways to contact them directly. My email or by phone.
https://customercare.hyundai.com.au/hc/en-us/requests/new
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