Active since Feb 2017
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2 reviews63 months ago
Horrendous Service Delivery
I have been a customer of Kia since the purchase of my vehicle in 2015. Due to change in infrastructure I had to make use of Kia Pinetown to service my vehicle. I have to say that I have never been more frustrated and disappointed with my experience at Kia Pinetown. On 6th January I had called to book my car in for the 18th January, this was for the annual service and also to check & fix the noise that occurred every time I accelerated. When I got to the branch, I found out that my car was not on the list and was assured by the service department manager, Mahen, that there was a computer error but that I will have my car within the day . . .this never happened. I got a call that afternoon from Mahen to say that 'sorry there was not enough time in the day for them to do my car' and I must come to fetch it the next day. At this point it was obvious to me that I was inconvenienced because the staff at Kia Pinetown forgot to book my car for the 18th January. On the 19th January when I went to fetch my car, Mahen confirmed the annual service was done and that the noise was a result of 2 leaks they found. Unfortunately they couldn't fix it because there were no parts available. So I had to take my car back once the parts arrived and I was assured that 'We just need 1 day to sort the leaks! :)' . . .So I booked my car in again on 2nd February, arrived to find out I wasn't on the list(yet again) handed my keys to the service manager who said 'We will have it ready for you this afternoon'. I go to collect my car that afternoon, and am told that after fixing the leak they found a crack that needed to be welded. (My first thought was why did no once find this during their inspection on the 19th Jan?). Anyways here I am, on the 2nd Feb driving away from Kia , with a much louder noise than before and a cracked part somewhere in my car, knowing that I had to take my car back for another 2 days so they could weld the crack. At this point I have little to no faith in the work ethic within Kia. . .but I was determined to see this through to completion because this is Kia, whose management philosophy is ‘Building a new future and realizing humanity's dreams by thinking creatively and tackling challenges head on.’ so I gave them the benefit of the doubt. . . On the 10th February I hand my keys to Mahen, who assures me with a smile that he will have my car ready by the 11th February. 11th February – I receive a call from Mahen , ‘Sorry, we hit a bump with the repair we will have your car ready tomorrow’. I call Mahen at 2pm today (12th February), and am assured that yes my car will be ready by 4-4:30pm for collection. I arrive at 4pm, Mahen tells me ‘ I’m so sorry but your car is not ready, we could not collect your part from the engineer whose now only opening on Tuesday,16th February because of Covid19’. I left Kia Pinetown in an Uber and made my trip back home furious!!! I have been more than understanding and patient. . . Where is the accountability? Is a ‘sorry’ supposed to erase the inconvenience I have been put through because Kia staff are incompetent??? Kia your employees need a crash course on your Core values because I assure that challenges are not tackled head on. The work ethic and service delivery is abhorrent. . .As a long standing customer I have expectations of Kia. Expectations that your staff will communicate with me on time, that I will be told the truth and that staff don’t over promise and under-deliver
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112 months ago
Horrendous service and reject products
<p>I purchased a FAW V2 from Aslam at the Umhlanga Multifranchise in January/February 2015.</p> <p><br />Within a week of purchase I started experiencing problems with the Power Steering. The power steering jerks to the left or right whilst I am driving. Then the EPS light comes on and the Power Steering becomes inactive which makes it very difficult to turn.After complaining about it at the branch the steering wheel column was replaced, however that did not resolve the problem.</p> <p><br />At the 15000km service I advised Roland(Umhlanga Multifranchise) and the last correspondence I received from him was an email dated 20 May 2016.</p> <p><br />I took my car in on 01/02/2017 for the second service and at that point I advised both Marlon & Winston at Umhlanga Multifranchise Service dept of the EPS light and the Power Steering jerking and becoming inactive. Winston advised me that another part will have to be replaced on the steering wheel, however they need to check availability and get it approved under the warranty thereafter they will do the replacement.</p> <p><br />I have since called the branch on the 03/02/2017 after not receiving any phone call from Winston or Marlon. When I got through to Winston he advised me that Marlon had contacted me already which he had not. Then he apologized and said he would speak to Marlon and call me back.</p> <p>It is now the 9/02/2017 and I am still awaiting a phone call on feedback from either of them. </p> <p><br />The after sales service is absolutely horrendous!!!</p> <p><br />As you can see this has been an ongoing problem to which the service department has been unable to resolve. It makes me wonder as to the competency of the staff Multifranchise employs or Multifranchise itself. I regret purchasing such a faulty product from their branch, I have paid a lot of money for this reject and am completely dissatisfied given the fact that the power steering feature is inactive majority of the time as well as being a severe driving hazard.</p> <p><br />I have been more than patient with this company.</p> <p>I posted my complaint here so that all consumers will know what to expect when going to Multifranchise with the intention of making a purchase and what lay in store for them afterwards.</p> <p><br />Truly disappointed and frustrated</p>
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