DD
Daniel Douglas-Haw
Active since Jan 2015
3
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0
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Reviews
3 reviews48 months ago
Terrible Service from Service Department
It is with immense dissatisfaction that I send this review to complain about the abysmal service that I received from the service department at Hyundai Boksburg today, 21 April 2022. I was unfortunately not given the name of all of the individuals who were involved, simply email addresses, despite asking for them. I dropped my Hyundai i20 off at Hyundai Boksburg at 7:00am in the morning, and it was received by (I assume) J Bekker - despite asking for the name and details of the service agent from Brian Tuck, this was not included in the list of contacts. I am leaving South Africa in May for a few months, and in the period while I am away, a family member will be using the vehicle. This is why I needed the car serviced now. Since the service is technically due in June or at 144 000km, I know it was a month early for this service. However, apparently, my service plan with Liquid would not have covered the early service. This would not have been an issue, had I been contacted, since I needed the car serviced before I left for Canada and I would have paid cash for this. This call would have been the minimum that I would expect from Hyundai Boksburg, with whom I have been doing my services since 2010. The service agent tried to call me at 8:09 in the morning, as can be seen on the screenshot I sent to Hyundai and to the Head Office, and showed them. I missed this call, but, as can be seen in another of the screenshots, I called back no less than 4 minutes later. I asked the person at reception to explain why I had been given a call, and that I was not given a service agent's name when I dropped my car off this morning (please do note that this is common practice - the service agents do not give their names to any clients when they drop their cars off). She - the receptionist - indicated that she would get back to me. This did not happen. I went about my day, but did not receive a call from the agent. This is the job of the service agent, not me, so I became involved in my work and shrugged the matter off as something minor that had been resolved without needing to contact me. However, at 15:30 I realised that I had not heard anything from Hyundai and, after a number of calls, since nobody was manning the reception desk, as can also be seen in one of the screenshots, I find out that the service department had unilaterally, and after one call, and after failing to call me back because the calls magically were made but did not connect,, decided not to do my service. As I indicated previously, I would have paid cash for the service had someone just phoned and alerted me. I arrived at Hyundai Boksburg just before 16:15, where (J. Bekker - presumably the service agent) is immediately belligerent rather than mollifying, clearly seeing that I am absolutely put out by this appalling service. She states that she tried to contact me 4 times, but then changes the story to indicate that the person at reception had been charged with contacting me (when it becomes evident from her call history that she only called me once this morning). It changed again that they had given up at 9:00. Meanwhile, I have all of the evidence of one missed call at 8:09, a returned call from ME at 8:13 (with a promise to call me back), and no further contact until 15:30 when I had to contact Hyundai to find out what was happening. Albeit that he did try to resolve the matter, Ms Bekker's (?) dishonesty resulted in Mr Brian Tuck indicating that we would 'not get to the bottom of this'. We would - he just chose to take her word, and a lack of any form of evidence, over mine: the client who had evidence that she had only called once and NEVER again. Despite seeing my evidence, he apparently believed that I must be the dishonest one. I have yet to see or be shown any proof of these alleged '4 attempts' to contact me. Mr Tuck wished to ameliorate the situation by offering a reduced price on the service, which is frankly insulting. I do not have an issue with the cost of the service; you cannot "pay me back" for someone else's poor service. It was the disgusting, dismissive and insulting treatment I received that I had the problem with, not the costs. I rejected any form of financial recompense for my inconvenience. What I wanted is a written apology from Hyundai and acknowledgement from Ms Bekker that there was fault on her part. I offered her numerous opportunities to apologise, which she blatantly refused to do. Instead, she glared at me and spoke to me, the client, with more disrespect than I have ever been spoken to by anyone at Hyundai. I also wanted some form of action taken on all of the individuals involved. Even if I were the one lying and did receive 4 missed calls, why did nobody think to leave me a voicemail when my car could have been locked inside Hyundai all night? I would have arrived after 5pm, since NOBODY would have bothered to contact me, and likely seen my car dumped in the parking lot. This kind of service cannot be accepted or repeated. I will also not be doing any further business with Hyundai Boksburg, and irrespective of the outcome, this was sent to the Head Office as well. May I add that I contacted Head Office 3 times and tried calling, and their service is equally as appalling. I certainly hope that immediate action is taken. I do not wish for this to cost anyone a job, but she must be retrained on how to deal with customers, especially when they are grossly upset and the blame lies squarely on her shoulders. She also must be informed on common practice and how the customer/ client should be contacted immediately, and that every viable effort should be made to inform them of a problem of this size. She had my email, access to SMS as well as the capacity to leave a voicemail. Instead, she chose to try to phone once, likely forgot, and then only realised her mistake afterwards. Human and forgivable... Not try to twist the blame onto anyone else who is nearby. Although it is possible to delete one message, had I tried to delete evidence of later calls, the one that came in at 8:09 would have been deleted along with it. iPhones compound calls from the same number. As you can see in brackets next to the calls. There is, however, evidence of a call to Hyundai Boksburg at 8:13, 4 minutes after the call was missed. To make things even better, I received a call from a monster of a man named Gavin today 22 April just before 17:00. Gavin now started shouting at me and lying to me that there were 3 calls that connected. No calls came through other than the one that I returned, and that this person had promised to call back. I put the phone down in his ear because he started screaming at me, telling me that it is my opinion that I ne er received any calls indicating that my car was being left in their yard, unattended. It is not my opinion - I showed all of these people the proof of a call at 8:09, and my returned call at 8:14. The receptionist was unable to tell me why I had been called, and did not phone me back. I am not his child nor am I a child, and will not be shouted at by some over-inflated service manager. He supported the lie told by the service department by saying that someone had tried to call, despite me sending screenshots of only one call coming through that I returned. I will not be spoken to like this. Unfortunately, I missed the first call he gave, because I went to the toilet. He used this against me as “evidence that I don’t answer calls”. No… Had I missed a call, I would have returned it. I was about to when he phoned back. I was in the toilet when he phoned, abut again, no message was left. Surprising how Hyundai Boksburg is unable to leave voice messages or respond to emails (because then there would be a paper trail of some sort), but they can shout at clients. I must repeat my needs: why would I lie? I have no need to… I want nothing from Hyundai Boksburg other than an apology for the inconvenience caused, and you continue to be unwilling to do this. I want no free services or recompense or even jobs taken… I want an apology and a promise that you will do better. But apparently this is as good as they are able to give. I have already contacted head office about this incident and will continue to do so until I receive the apology. I now want a second apology from this Gavin person for his abysmal behaviour. How can they have people like that deal with the public? Might I also add: if there were 3 calls, why did they not send the evidence of these three calls when I asked for it? Also, simply trying to phone the number and not having it connect is not contacting me. May I remind Hyundai that we are in stage 3 load shedding all across the country, and a call not connecting is not a call made. I asked to see the duration of the call, not only that the number was dialled. If the call connected, it would have a duration. This is why they should leave voice mails or emails. There is no excuse.
0 replies
54 months ago
The Greenhouse Sandton - Don’t bother!
Unfriendly and unprofessional staff. Don’t be fooled by any positive reviews - they’re all bots. I was so excited to go… and was horribly let down. Trust me when I say that they do not care about their customers. I highly recommend that you go anywhere else. You’ll get better service at a McDonalds. I had an issue at the weekend, and have emailed over 5 times. All I want is for them to acknowledge the email, the issue, and to get a response… and NOTHING. Not even an acknowledgement of my complaint. They’re quick to take compliments, but when there is an actual issue and you need them to respond with urgency, you get ignored. Better hope your order goes through, and that if you get it over 2 hours later after speaking to 4 separate waiters and a manager, and that the food is then terrible, that you don’t want to contact anyone. Overpriced, poorly staffed and mismanaged.
0 replies
56 months ago
Highly Recommended
Wonderful, exciting and fun. A good time with good friends! I highly recommend it - it’s worth every penny!
53 replies
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