Bad service or is this the way it is everywhere?

[Sal Collaziano]

I came across this post this morning and I want to reply but I'm not sure how to do so... Do dealerships typically address "bulletins" when a vehicle is brought in for service? I'm not sure if this person's car is still under warranty or not... Maybe that's the/an issue. I imagine recalls are addressed promptly. What are your thoughts?

http://infinitiforum.net/infiniti-forum/showthread.php?t=13508

 

[Mark_888]

I came across this post this morning and I want to reply but I'm not sure how to do so... Do dealerships typically address "bulletins" when a vehicle is brought in for service? I'm not sure if this person's car is still under warranty or not... Maybe that's the/an issue. I imagine recalls are addressed promptly. What are your thoughts?

http://infinitiforum.net/infiniti-forum/showthread.php?t=13508

Hyundai TSB's (Technical Service Bulletins) seem to fall into these categories from what I can tell:

1. TSB's that are simply clarification of issues or information not in the original service manuals. This might be a list paint codes for a new model, or a general warning about the use of certain non-OEM air filters such as K&N. Customers are not notified of these.
2. Fixes to address specific customer complaints, such as updates to software, or other changes to fix specific problems reported by a customer. Customers are not notified of these and the TSB is typically not done unless a customer complains. Some dealers may pro-actively apply the TSB (especially if just a software update), but they are not required to.
3. TSB's to fix certain problems that are supposed to be automatically applied to any car that is brought in for service for any reason (including routine service) via a "service campaign." Customer is not notified about these. The original replacement of DOT-3 brake fluid with DOT-4 falls into this category (before it got escalated into a recall at a later date). Dealer must also apply these to any existing inventory on their lots (new or used).
4. TSB's issued for official recall's where the NHTSB is notified of a safety issue. Customers are notified of these by mail, and they are automatically applied if the car is brought into the dealer service for reason (and obviously to existing inventory on their lots).

So it doesn't sound like the Infiniti service is much different and they are not required to notify the customer for most TSB's either. In that particular case, the service advisor or mechanic probably should have looked for a TSB that addressed the problem, and sounds like they admitted that.

 

[DRS]

One thing Hyundai could do.... Use the phone app and in car MVM report (monthly vehicle maintenance report) to pro active inform us of any/all TSB or recalls not yet performed. Gets more cars into dealer for service add one, and keeps customers happy fixing things proactive.

 

[Mark_888]

One thing Hyundai could do.... Use the phone app and in car MVM report (monthly vehicle maintenance report) to pro active inform us of any/all TSB or recalls not yet performed. Gets more cars into dealer for service add one, and keeps customers happy fixing things proactive.

I am pretty sure that Hyundai does not want customers to know about non-mandatory TSB's. In fact, they removed that information from their HMA Service website unless you pay them a membership fee. Many TSB's are not allowed to be applied by dealers unless the customer complains and dealer can duplicate the problem.

 

[DRS]

I am pretty sure that Hyundai does not want customers to know about non-mandatory TSB's. In fact, they removed that information from their HMA Service website unless you pay them a membership fee. Many TSB's are not allowed to be applied by dealers unless the customer complains and dealer can duplicate the problem.

I get that. Suggesting what they could do... With current culture you describe, not going to happen.

 

[lobsenza]

I just brought my Genesis in for service for the first time to Round Rock Hyundai in Round Rock, TX. My vehicle is almost 1 year old and I haven't had a problem. The first service items included a driver's power seat problem, recalls and service campaigns, and adjust the headlight aim (it was too low).

I emailed the items to my service adviser Will Aguillon. He ordered any parts needed ahead of time. I arrived for my appointment at 10 am. When you arrive at the service drive, a garage door quickly opens and you drive in and it closes behind you. The service drive is tiled and air conditioned. I left in my loaner 2015 Genesis about 5 minutes later. Late in the day Will called and went over all of the service items with me and told me that my car would be ready this morning. I arrived in the loaner car and left with my Genesis a few minutes later.

The only issue that they were not able to duplicate was the Sirius XM station returning to the preview channel on startup. Since the problem occurs once every 2-3 weeks, I was not surprised. We both thought that the audio system upgrade might resolve the problem and agreed to wait and see.

Overall, a fantastic experience......