Hyundai Failed to Provide Replacement Vehicle Despite Warranty
We delivered our Hyundai vehicle, which is under warranty, to Hyundai authorized service in İzmit, Kocaeli, on Tuesday, October 8, 2024, due to the engine light being on and to investigate the issue. We were informed that the problem required a part replacement, which would be ordered from abroad; the replacement would be covered under warranty and provided at no cost. We asked how long the process would take and requested a replacement vehicle if it would be lengthy. When we relayed the same request to Hyundai customer service, they stated that they could provide such a service only after 10 business days and that the replacement vehicle would be supplied by the Authorized Service. Despite the 10 business days having passed, the Authorized Service repeatedly stated they had no vehicles available and did not offer such a service. Even though we informed them in writing and verbally that they were violating Article 14 of Section Two of the "After-Sales Services Regulation" published in the Official Gazette, they did not provide a replacement vehicle, causing us financial and emotional distress. During this time, we contacted both the Authorized Service and Hyundai customer service multiple times, continually renewing our request, but the regulation was disregarded. Hyundai also failed to develop a constructive solution during this process and allowed the Authorized Service to ignore the matter.
Dear Customer, First of all, thank you very much for choosing Hyundai. Our goal is to turn the process you are experiencing into satisfaction as soon as possible. A Customer Relations Officer from our Customer Relations Department will contact you regarding your application. You can convey all kinds of information, suggestions, thanks, document and solution requests regarding our products and services to the Hyundai Authorized Dealer and Service you received service from, through the Customer Relations Managers working at Hyundai Plazas. If you would like to share your opinions and requests with Hyundai Headquarters, you can reach our customer relations specialists via the Hyundai Consultation Line between 08:00-18:00 on weekdays; outside of working hours and on weekends, you can leave a voice message on our consultation line. You will be contacted on the first business day following your voice messages. You can also reach the Customer Relations Department via the Contact Form under the "Contact Us" Menu. We thank all our customers who share their opinions and suggestions with us for their trust in our brand. Hyundai Customer Relations
Hello. I have contacted you at least 5 times through all the mentioned channels to convey my requests, and at the same time, my discussions with Fertan Automotive were ongoing, but the process always remained unresolved and unanswered. Then, I submitted my request through legal means, yet I still did not receive a response. For 5 weeks, I have been without a vehicle and there has been no effort to change my situation; on the contrary, it was ignored and time was gained. It was said that the part delivery was expedited, but every week the system postponed the part delivery time. This is my second Hyundai car, and while I was very satisfied, your after-sales and service have truly caused significant damage to the brand's reputation in my eyes.
After my complaint to Hyundai, they sent an automated message on this platform and called me saying, "your complaint has been received." No progress or effort has been made, and the arrival date of the part has been postponed by another 2 weeks. I have been without a car for 7 weeks, no replacement vehicle is provided, and there is no interest shown. How can a part take 8 weeks to arrive? How is it possible that no stock is kept in the country? Before choosing this brand, those who are considering it should be aware of the current issues with after-sales, service, and spare parts services, which is my current grievance. For your information.
