2011 Hyundai Equus: Service Experience, Part 3 Finale
July 05, 2011
Now for the final chapter of the 2011 Hyundai Equus service trilogy. If you recall, our first roadblock was the iPad app glitch. Our second was an unreturned phone call. In the end Hyundai's "At Your Service" program redeemed itself, more or less...
The service manager at Southbay Hyundai, Kelly, called us in the morning 30 minutes prior to our scheduled pick up time. "My valet, Carlos, is leaving our place now and headed to you." The dealership is 18 miles from our office. In a normal town, this might leave plenty of time, but in LA it means we didn't see Carlos until about 30 minutes later than planned. Traffic was cited as the reason. While we completely understand the perils of traffic, we think the service manager should have considered that before promising a pick up time.
Carlos arrived with a black 2009 Hyundai Genesis loaner. He, like Kelly, was incredibly friendly. We made some small talk, "This is our first one," he mentioned, "We had another gentleman schedule pick up of his Equus but he ended up bringing the car into the dealership instead." The process was simple. We showed some ID, signed some paperwork and exchanged keys. Then we watched Carlos install a plastic seat cover and paper floormat, climb behind the wheel of our Equus and head off. Very professional.
Traffic management was not a consideration on the return either. Kelly called to inform us that the service was complete and the car en route to our office just 15 minutes prior to our previously agreed upon return time. He, too, blamed traffic. The Equus reached our office 60 minutes later than originally planned. Although phone calls (and our own knowledge of area traffic) suggested how late the car would be, we were still disappointed. Fortunately, we didn't have anyplace to be. When the car arrived, a still courteous Carlos, left us with a copy of the repair order and was on his way.
"At Your Service" is free for 5 years or 60,000 miles. We paid nothing for the oil change and tire rotation and car wash. The squeaky center console was repaired (hinges were lubed) under warranty. An open recall for the fuel filler door was also performed. So what did we take away from this experience?
- The app doesn't work for scheduling service.
- The guys at Southbay Hyundai are incredibly polite.
- Don't promise a meeting time if you can't deliver.
- This valet service has the potential to be a great feature.
- We still can't believe the Equus doesn't have a maintenance light.
Total Cost: None
Total Days out of Service: None
Mike Schmidt, Vehicle Testing Manager @ 8,468 miles