Unprofessional Handling of a Basic Jetour Software Update

I had an extremely poor and frustrating experience with Lazarus Kia Centurion. I took my brand-new Jetour in for a simple software upgrade — a job that should take around 30 minutes. Instead, I spent nearly two hours at the dealership, only to be given what appears to be completely false information. Two staff members, Elnay and Marnus, told me the update could not be completed because the flash drive required a password linked to the vehicle’s VIN number, which they supposedly had to request from Jetour South Africa. I was told they would contact me once they received it. Weeks passed with no communication whatsoever. I eventually had to follow up myself, at which point Elnay admitted she had forgotten to get back to me. She then told me that the manager at Kia New Sales said they cannot perform the upgrade and that I should return to the dealer who sold me the vehicle. This explanation directly contradicts Jetour policy, which allows authorised service centres to perform these updates. The whole situation raises serious concerns about competence, transparency, and basic customer service at this dealership. To summarise: • I wasted two hours at the dealership for a 30-minute task. • I was given misleading information about a VIN-linked password. • The dealership never followed up as promised. • I had to chase them weeks later, only to be told they would not assist. For a customer bringing in a brand-new vehicle, this level of service is unacceptable. If this is how customers are treated for something as basic as a software update, I would strongly caution anyone considering using this dealership for Jetour servicing. Very disappointing experience.