Kia Opal Left a Scratch on My Car Hood After Service and Refused Responsibility
On October 26, 2024, I took my vehicle, license plate 06 CRB ***, to Kia Opal for service. I was impressed with the team’s attentiveness, as they addressed all issues thoroughly and transparently, including performing engine oil maintenance and resolving a problem with my parking sensor. However, just days earlier, on October 19, 2024, I had polish, waxing, and ceramic coating work done on the car. When my wife and I picked it up from Kia Opal, we were shocked to discover a horizontal scratch across the hood. We immediately reported it to the staff, suggesting it might have occurred during the washing or at the service center. The team denied that their processes could have caused it, yet one staff member acknowledged seeing the scratch themselves. Due to a prior commitment, we had to leave without fully addressing the matter. Consequently, we ended up redoing the polish, wax, and ceramic coating on the hood at an outside service. As loyal Kia customers who have always recommended the brand, we were disappointed by how this incident was handled. After paying ₺13,000 for the service (₺7,000–8,000 in labor), it’s frustrating to encounter such an oversight and have it dismissed. Since the scratch appeared only after the recent service, we feel confident it did not originate from our side. Please escalate this matter to ensure greater care is taken in handling customer vehicles and to reinforce trust. Just as customers rely on your professionalism, it’s crucial to respect and consider their feedback when incidents arise.
Kia Opal got in touch with my spouse. They said they would be more attentive during the next service and could offer assistance. The issue, which was not given much importance when explained face-to-face, was taken seriously once it was written on Şikayetvar. My expectation was at least for them to say, "Yes, such a situation might have occurred, we apologize, we are investigating your statement, we value it." Instead of stepping aside by saying this scratch is not from us, they could have offered a correction, which I would not have accepted anyway, but it's necessary to show this courtesy. It's a 20-minute process, and the only cost item is polish. The reason I wouldn't want it is that I had the scratch repair done for free on the same day at a detailing center under the paint protection warranty. Not all of it was removed; small marks remained. Meanwhile, during the conversation, scratches that were previously present on the lower part of the hood were mentioned (these scratches are in the shape of oval circles with letters written underneath, extending to the fender. Since we are teachers, it was an incident caused by a young student in the school environment, corrected with polish but with small traces remaining, not related to Kia). However, on the maintenance day, nothing was said about the two new scratches that appeared horizontally across the top part of the hood. As a result, we believe that the crisis moment and the vehicle delivery process were not well managed. We have no financial expectations from anyone. However, from now on, we will deliver our vehicle to a service where we can wait by our car during the procedures. Have a good day.
