I brought my 2020 Kia Niro EV EX Premium into their
dealership for warranty service on what seems like a transmission problem. Many Kia dealers in the Houston area don't have qualified technicians for
dealership for warranty service on what seems like a transmission problem. Many Kia dealers in the Houston area don't have qualified technicians for "all electric" cars. Luckily this one states that they have two. About twice a week, when the car is freshly started, it will start a very loud "whirring"/"grinding" sound from the engine. It sounds to me like a "transmission" problem going from 1st gear to 2nd gear to 3rd gear on the automatic transmission. It will last for about 10-15 minutes. I have had about 10 people in my car that comment on my having a problem with the car and before it becomes serious to take it into a Kia dealership to have it repaired. About 2 weeks ago, I took the car into this dealership. They stated that they couldn't do anything unless I could replicate the sound for them (ie a recording). So, 1 week later, I had the problem again and had my phone handy for a recording. I recorded the whole event. It was obvious from the recording that there was a "serious problem". Electric cars are usually very quiet...there isn't a loud whirring/grinding sound as it goes thru gears from 25mph - 55mph. Then after about 10-15 minutes, it warms up and it is what I call an "all electric" car. Very quiet. Typical of every electric car that I've ridden. I'm from California, I've been in many electric cars. Electric cars are not unusual for CA. The Master Technician had no idea what the problem was with the car unless he could duplicate the sound. He had stated the first time that I came in to record the sound for them...I did. I brought the car back into their service department on Monday, April 18 at 8am. I was told that they have to send the information over to the USA corporate headquarters to I guess have another Master Technician help this Master Technician diagnose the problem. It worries me about the dealer's Master Technician. Now, I have never had to wait more than a day for a dealer to repair my cars. Of course they were "hybrids". I found out that "all electric" cars make this dealership very nervous. They kept telling me that they would have to check this problem with something called "Techline" to see if there was a problem or not. Obviously there is a problem. I have a life. I don't just drive to dealerships without the car having a problem. And, at 59 years, I'm not stupid. Their lead CS agent, tells me that they will probably have to keep my car for a minimum of 1 week or possibly longer depending on whether they or Corporate (Techline) can figure out the problem. I explained that I can't go without a car for a week or longer. The lead CS agent tells me that we have no "loaner" cars. Horrible customer service.
But, that they can rent me a car with Enterprise. How sweet. NOT. According to the lead CS agent, if the Master Tech or Techline decides there is no problem, then I'm responsible for paying for the entire "rent a car" but if they find a problem" then I'll only be responsible for the taxes and fees. Is this customer service? NO!!!!!! I have proof of the problem and had the Master Technician listen to the noise recording. Just as he had requested about 2 weeks prior. I came in about 28 hours later since I couldn't get ahold of anyone on the phone and spoke to Henry and Matthew along with the Master Technician. Apparently in 28 hours, nothing had been done to my car. I had placed a piece of tape on hood to see if the mechanic had lifted up the hood. He had not even done so in 28 hours. He comes from the service area "frantic" about being over worked and that techline had told him that it could be this or it could be that....but, he hadn't tried anything yet...because he was overworked. Hmm. Is it customer service to advise a customer that it will take 1-2 weeks to possibly repair the problem if there is a problem. Pretty much saying that they believe I may be lying. Why would I be lying. I don't want to go to a dealership for service on my days off from work so obviously there is a problem. Secondly, I had proof from the recording. When I came in the 2nd time, I found out from Matthew (lead CS) that they had never sent the recording to corporate (techline) for their Master Tech to help the dealerships Master Tech. WHAT????? Why would they have asked me to record the problem if they weren't going to use the recording. It's almost comical. I gave up. I thought what am I working with? These people have no idea what to do with an "all electric" car. However, I'm sure their dealership sells that car, plus Kia has had "all electric" cars for several years now. Why would Kia not train their Master Techs better. Matthew keps on stating, "well, we have to put a stethoscope "funny" to the engine to diagnose the problem...if there really is a problem. Lord, have mercy. Can you guys please listen to the recording. Can you please do something. I understand your overworked, but do you truly think this is good customer service? It's not. In fact, it has turned me off of Kia/Hyundai for the rest of my life. The Master Mechanic had not even looked at my engine in the 28 hours they had my car. This is absolutely the epitome of bad customer service. Please guys don't lie to me. Don't treat me like I'm stupid. Don't tell me that if you can't find a problem with the "proof of the audio recording" that I'm 100% responsible for the price of the "rent a car" when you should be offering a "loaner" to a customer when you plan on "slow pacing" the repair of this car because you are just simply ignorant on how to repair/diagnose an electric car. It's actually embarrassing for their dealership. Then their CS agent Henry get in my face and starts "berating" me for not having patience about the repair. Well, Henry, you would feel the same way. Again, in 59 years, I've had a lot of cars. I've never had a car take more than a day to repair. And, for them to state a week or possibly 2 weeks is absolutely ridiculous. Henry has absolutely no Customer Service skills. I train customer service as a Captain for United Airlines. He needs re-training. Then Matthew, bless his heart, is trying but he talks one thing and then contradicts himself. He doesn't even know that he is being caught in one lie after another. He is also very stressed. And doesn't no de-escalation skills with a customer.