Call from John Krafcik's office

[JDC]

Got a call from John Krafcik's office today, with his staff asking about a letter I had written to him a month or two ago about my wife's Vera Cruz. Was on the phone about 45 minutes discussing:

poor Hyundai parts availability at the dealerships, so necessary for Hyundai to order parts, requiring

returning the car for another day in the shop, sometimes many other days

unreliability of the particular part, thus 7 trips to the dealership to first install, reinstall new part since initial did not work, reinstall another new part since second part did not work, reinstall whole new system since cheap new part did not work, and then finally remove it after I refused another new part they wanted to install...

and with the Genesis shared with her the very fast pitting windshield experience, as compared with say, my 78 Toyota Land Cruiser's windshield.

and a few other small issues as well, like customer service, where I called in to find out if my Genesis qualified for the new NAV map software, and I was told I had to bring it into the shop, rather then the service folks just telling me what two info pieces I needed to check: NAV software version and manuf date of the car.. too much a waste of the shops time and mine... just tell me the two identifying pieces of info and make it simple for both of us.... 1/2 wasted day down to 10 minutes of my time.

Very nice tone on the phone, willing to do about anything to fix the Vera Cruz issue what we wrote in about. She also wrote up these other issues and said the engineers will get back to me about the changes we spoke of regarding the iPod adaptor for the Vera Cruz.

I did offer to her that Hyundai has made great strides in it's vehicle quality, and commensurate with that heightening of auto quality, needs to be parts availability and parts quality increase, as well as improving the customer service/service department interface to equal luxury vehicles, exampled as Lexus and the like. She agreed that is what they are striving to achieve.

All in all very thoughtful of them to call.

 

[GenesisSedan]

are you sure it was his office not the customer service? lol

 

[MrB0462]

Most corporations have a group of people who respond to letters written to CEO, etc. and are titled Office of the President, CEO, Chairman, etc.

It is SOP and rarely do they interact with the executives. The key way to judge is if your problem is resolved to your satisfaction.

 

[JDC]

Most corporations have a group of people who respond to letters written to CEO, etc. and are titled Office of the President, CEO, Chairman, etc.

It is SOP and rarely do they interact with the executives. The key way to judge is if your problem is resolved to your satisfaction.

Gotcha. She was very willing to have the sytem fixed (again), via a loader while it was being fixed or with someone to come to the house, pickup and then later drop off the Vera Cruz, and test the thing before they concluded it was fixed.

That's probably about the best they can do. I declined. I don't have the confidence that the third part will be any better than the first two.

 

[moose66]

You declined the offer? How could you do that? What would that cost you? You did say they would come get the vehicle and give you a loaner, correct? If that was offered to me, I'd take it. You never know, that third part might be the one. Three times is the charm!

 

[JDC]

You declined the offer? How could you do that? What would that cost you? You did say they would come get the vehicle and give you a loaner, correct? If that was offered to me, I'd take it. You never know, that third part might be the one. Three times is the charm!

I'm going to get a third party piece to do the job. I have no confidence in the Hyundai part at this time - it's still the same ol'piece, and each time they have to get into the whole radio/audio system removal, the odds increase for another thing going wrong. The cost of me buying my own far outweighs the little gain, even with nothing going wrong and the part actually working.