Brand new Coupe with paint issues

[jimIII]

I'm having issues with a NEW 2011 3.8 Track I just bought almost 4 weeks ago with 25 miles on it. I saw some wavyness in the drivers door paint about a week after I bought it. It was hard to decipher exactly what the issue was because of all the salt and road grime we've had here in the mid west lately. Well, today I washed my car so I could actually see. Someone, previous to my ownership, did some body work on the door! Some crappy body work too! I bought a new car that isn't so new afterall. I can't believe what I'm seeing!

I took it to the dealer, and the "Deputy General Manager" couldn't understand why I was so upset and of course, he had no clue WHY or HOW this happened. At least the service manager understood my displeasure of having a new GENESIS Coupe that needs to have body work done on it.

I'm open to discussion as to how I should deal with this. I'm appalled. Jim

 

[jimIII]

Kinda funny how my second post comes out as a rant.

 

[msitter]

The dealer should make good on this. Unfortunately this could have happened anywhere, the port, the storage yard before shipping, the distributor yard, in customs. The dealer could have honestly had no prior knowledge of the damage. The dealer is however the last line and has the responsibility to make this right as the manufacturers agent, so pursue it. For the future, get past the giddiness of new vehicle ownership before you accept the car from the dealer. Inspect it carefully before signing. He who holds the money has the position of strength.

 

[jimIII]

Thanks msitter. Point well taken - I agree. The dealership will be taking care of the paint problem with more body work.

It does irk me that someone in the chain of custody passed on a known problem after they did a crappy repair. Thank you Hyundai.

 

[wild willy]

So essentially you purchased a "New Wrecked" car from Hyundai.......That would not make me happy. Spread the news....see what they do.

 

[homeofstone]

I purchased a new 1989 Mazda 929 and it was raining the day I bought it. The next day while washing the car I noticed water spots on the car. The spots would not come off and then I found out from the dealer that the 929 had acid rain damage happened before I bought the car. In one day they had another car for me same color and all with perfect original paint. Great dealer in Atlanta. You dealer needs to make this right.

 

[jimIII]

Thank you wild willy and homeofstone. I appreciate your input.

 

[waveman]

Thanks msitter. Point well taken - I agree. The dealership will be taking care of the paint problem with more body work.

It does irk me that someone in the chain of custody passed on a known problem after they did a crappy repair. Thank you Hyundai.

I wouldn't accept the dealer's "solution." You bought a new car, and that's what you should get. Based on your description, this sounds like more than a simple defect. If they balk, register a complaint with the BBB and get Hyundai corporate involved.

Now, if you want to accept their offer of repair, it's your choice, but you should get a major concession (e.g., free extended warranty) in return.

 

[jimIII]

I wouldn't accept the dealer's "solution." You bought a new car, and that's what you should get. Based on your description, this sounds like more than a simple defect. If they balk, register a complaint with the BBB and get Hyundai corporate involved.

Now, if you want to accept their offer of repair, it's your choice, but you should get a major concession (e.g., free extended warranty) in return.

If I was to have the paint problem taken care of, the body shop would have to "feather" the paint and clear coat into the existing front and rear quarter panels.

My wife is especially concerned - if I was to make a larger issue out of this situation, it could cause more problems dealing with Hyundai and the dealership further down the road.

As of now, my issue IS documented with the service department. I still haven't committed myself to anything. I already have the extended warranty. Thanks for your input waveman. Food for thought. Jim

 

[waveman]

I understand your wife's concern, but I've never hesitated to voice a complaint for fear of antagonizing a vendor, especially since I try to be respectful in my interactions. If the dealer isn't being reasonable, get Hyundai corporate involved and find another dealer after all the dust settles. The dealer should be just as appalled as you and doing everything they can to make things right. If they're not, there's something wrong with them.

Good luck whatever you decide to do!

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[jimIII]

I understand your wife's concern, but I've never hesitated to voice a complaint for fear of antagonizing a vendor, especially since I try to be respectful in my interactions. If the dealer isn't being reasonable, get Hyundai corporate involved and find another dealer after all the dust settles. The dealer should be just as appalled as you and doing everything they can to make things right. If they're not, there's something wrong with them.

Good luck whatever you decide to do!

Thanks waveman -

I agree about being respectful in our interactions. The "Deputy GM" was less than respectful towards me and my car purchase.

So, I sent a well written letter to Hyundai Consumer Affairs. I tried sending the letter via the "contact us" page within their corporate website. Unfortunately, it didn't work.

If anyone has a better Hyundai email address for me to use, please let me know here or via pm. This would be great.

 

[waveman]

Thanks waveman -

I agree about being respectful in our interactions. The "Deputy GM" was less than respectful towards me and my car purchase.

So, I sent a well written letter to Hyundai Consumer Affairs. I tried sending the letter via the "contact us" page within their corporate website. Unfortunately, it didn't work.

If anyone has a better Hyundai email address for me to use, please let me know here or via pm. This would be great.

Several times over the years I've written directly to company CEOs, always hardcopy via registered or certified mail. Email is almost too easy - this method shows that you're diligent and willing to go to the extra trouble. Well written is a key attribute: there should be no grammatical or spelling errors, and the printing and materials should be high quality.

The recipient in this case would be John Krafcik, Hyundai Motor America president and CEO. The address I found online was 10550 Talbert Ave, Fountain Valley, CA 92728-0850, but check to make sure.

In my experience, the CEO has always handed my letter off to someone with orders to make things right.

 

[jimIII]

Several times over the years I've written directly to company CEOs, always hardcopy via registered or certified mail. Email is almost too easy - this method shows that you're diligent and willing to go to the extra trouble. Well written is a key attribute: there should be no grammatical or spelling errors, and the printing and materials should be high quality.

The recipient in this case would be John Krafcik, Hyundai Motor America president and CEO. The address I found online was 10550 Talbert Ave, Fountain Valley, CA 92728-0850, but check to make sure.

In my experience, the CEO has always handed my letter off to someone with orders to make things right.

I did google search on John Krafcik Hyundai Motor America mailing address and this is what my search spit out:

http://transport.kellysearch.com/profile/hyundai+motor+america/us/ca/fountain+valley/92708/900640680

Hyundai Motor America in Fountain Valley, CA, US (United States)
www.hyundaiusa.com

Company Overview:

Motor Vehicles, Vehicle Rent or Leasing available from Hyundai Motor America based in Fountain Valley, CA. Click the links below to visit our website or contact us via our profile page.

Company Statistics:
View

Contact Details
Address:10550 Talbert Avenue, Fountain Valley, CA, 92708, United States
Telephone:+1800 826 CARS
Fax:
Web:http://www.hyundaiusa.com


The address jives. However, their is no mention of John Krafcik's name in the kellysearch results.

I agree, sending a hard copy certainly couldn't hurt. I should probably go with it. Thanks waveman.

 

[jimIII]

In the meantime, I received an email response from Hyundai Consumer Affairs. Wow, on a Sunday afternoon! I now have a case number and Consumer Affairs will be looking into the issue.

 

[wild willy]

In the meantime, I received an email response from Hyundai Consumer Affairs. Wow, on a Sunday afternoon! I now have a case number and Consumer Affairs will be looking into the issue.

That is awsome.......Really awsome. I am anxious to see how this is handled

 

[homeofstone]

In the meantime, I received an email response from Hyundai Consumer Affairs. Wow, on a Sunday afternoon! I now have a case number and Consumer Affairs will be looking into the issue.

Good news. Years ago I bought a new car and about 10,000 miles later the engine developed a knocking sound in the block. There was no hesitation by Mazda in replacing the entire engine. The mfg. took the engine back to brake it down to see why and what caused the knocking. Mazda did not want the dealer taking the engine apart to repair. My point is that Mazda made it right and Hyundai should make it right for you. BTW I was so impressed with Mazda's customer service that I bought three more Mazda's after that.

 

[jimIII]

Good news. Years ago I bought a new car and about 10,000 miles later the engine developed a knocking sound in the block. There was no hesitation by Mazda in replacing the entire engine. The mfg. took the engine back to brake it down to see why and what caused the knocking. Mazda did not want the dealer taking the engine apart to repair. My point is that Mazda made it right and Hyundai should make it right for you. BTW I was so impressed with Mazda's customer service that I bought three more Mazda's after that.

Hey homeofstone - Congrats on the fantastic customer service that you have been receiving from Mazada. That's great!

I wish I had good new to share... I received a response from Hyundai Corporate via email yesterday. Corporate never even set up an app't to look at my car. Seems they talked to the Service Manager at my Hyundai dealer and Corporate agrees that they can take care of the undisclosed, botched paint repair, in-house at the dealership I bought it at.

I talked to a very reputable body shop owner in my town today. We found overspray on window seals, around the driver's side tail lights, on the backside of the car and a tape line on the inside of the driver's door area. He said that whoever applied the new paint repair didn't smooth out the application before they applied the clearcoat. He then told me about an experience he once had with a different car -as long as the dealership can keep the repair cost BELOW 5% of the new vehicle's MSRP, they don't have to disclose damages to the purchaser.

As msitter responded to my post:

"For the future, get past the giddiness of new vehicle ownership before you accept the car from the dealer. Inspect it carefully before signing. He who holds the money has the position of strength."

Regardless, I'm not happy with Corporate or my local Hyundai dealer. Kinda' goes without sayin'... I don't have a leg to stand on.

 

[waveman]

I don't have a leg to stand on.

Time for that letter to the CEO, I think. Also, make sure that you take high quality photographs of all the defects. Don't give up.

 

[homeofstone]

Talk with the owner of the dealership. Set an appointment with him and show him the paint. If your dealer is one of those corporate dealers like Rick Case then talk with the General Manager; if the GM does not help get his boss's name (territory mgr. for example) and how to contact him and then call the guy while you are at the dealership.

 

[jimIII]

Time for that letter to the CEO, I think. Also, make sure that you take high quality photographs of all the defects. Don't give up.

I've been thinking about the picture thing too. I'll try tomorrow if Ma Nature agrees. I'm not so sure the paint problem will show up under the clearcoat in a pic. We'll see...

NOTE: I hope everyone following this thread is learning how Hyundai cares about their stakeholders.