I brought my 2020 Kia Picanto 1.0 Cool package to the Konya Kia service center on July 30, 2024, because I heard a metal scraping noise from the front right side. I was told that my car, with 88,000 km, is still under mechanical warranty until 150,000 km or 5 years, and if the issue is covered under warranty, it would be repaired and returned to me; otherwise, I would be informed of the repair cost.
Later, I received a call saying that they needed to open the timing chain area, which could take two days, and I gave my approval. On August 6, 2024, I was informed that the noise was coming from the timing chain area and that further inspection was needed to provide a cost estimate. However, I was also told that because my car had not been serviced at their service center, my special warranty was voided. They claimed that at least five services at their center were required, which was not mentioned in the warranty booklet. To proceed, I was asked to agree to pay the estimated cost and labor, but I decided to take my car back without any repairs on August 8, 2024.
When I contacted Kia customer service, I was asked to provide invoices from the external services where my car was maintained. After considerable effort, I obtained all 14 invoices showing that my car was serviced regularly every 10,000 km, even for minor tasks like changing a bulb, at Bosch Car Service centers. I sent five of these invoices to the Konya service center via WhatsApp on August 13, 2024. A short time later, I was told that the warranty was denied because some maintenance materials were not original (the warranty booklet mentions that original or equivalent materials should be used).
I emailed i***@kia.com.tr with all the documents but received no response. Now, I have a few questions for Kia officials. Why didn’t you check whether my car had been serviced elsewhere when I first brought it in, instead of keeping it for 10 days without any action? Second, the purpose of leaving my car was to diagnose whether the issue was a user error or a manufacturing defect, as I was informed.
As a customer, I request that my special warranty be reinstated and that my car's issue be diagnosed and repaired, or at least provide a conclusion on whether it’s covered under warranty. I have become quite disillusioned with Kia—it shouldn't be this difficult.
My 2020 model Kia picanto 1.0 cool package vehicle was taken to Konya Kia service on 30.07.2024 due to the metal scraping sound coming from the front right side of my vehicle. They said that my vehicle had 88 thousand kilometers and its mechanical parts were valid for 150 thousand kilometers, that is, 5 more years. Later, they said over the phone that we would open the installation and timing chain sections and that they would know within 2 days, and I approved it. Later, on 06.08.2024, I was called to check the sound output from the trigger section of my vehicle and the operations could be done accordingly and my vehicle cannot be considered within the scope of the special warranty as it is without service, under normal conditions, my special warranty is not requested to stay in service at least 5 times (it is not written in the warranty document). They reported that it was closed. They said they would examine it if I agreed to pay the estimated cost or labor cost of the unknown voice, so I took my vehicle back on 08.08.2024 without taking any other action. When I looked at Kia customer services, they asked me to send invoices showing the services outside, and after long efforts, they said that all maintenance of my vehicle was carried out regularly, in 14 operations every 10 thousand km, even the bulb replacement was carried out in Bosch auto services, other than that, it was not taken to any service and 5 units were carried out in Konya. I provide all invoices, including . I was sent to the service via WhatsApp on 13.08.2024. On the same day, 1.5 hours later, he said that some of the maintenance materials were used as non-original products and that he rejected the warranty (the warranty document states that original or equivalent materials are used). For this reason, I did not receive an answer regarding sending mail to [email protected] and sending documents. Now I'm asking about the size, Kia is connected, why didn't you check the vehicle when it entered the system on the first day it arrived and didn't leave the vehicle for 10 days, maintenance etc.? Whether it was or not remained in the service. Secondly, they would detect the malfunction of my vehicle, check whether it was a user error or a manufacturing error, and inform me, because that was why I left my vehicle. information was given.My request from your customer is to reopen the special warranty of my vehicle and repair the fixing parts if there is a malfunction in the vehicle.
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