Good Van, Poor Service
October 26, 2006
Why are we still listening to cassette tapes? That's a good question. Unfortunately, the answer reads like a role playing chapter from a customer service handbook titled "What Not To Do."
Hey, don't get me wrong, I think the Married to the Mob soundtrack is excellent, same goes for the Midnight Oil tape I found in my garage but shouldn't the CD changer be fixed by now? Yes, it should - plus, I'm running out of "really good" tapes.
Here's how the trouble has played out. July - we take the van in for diagnosis. We're told we need a new stereo head unit and that one will be ordered. A week later Kia of Long Beach calls and says the part has arrived. Sadly, when we arrive we're told the wrong part was sent. "We'll call you when the right part gets here." Fine. One. two, three weeks go by and no phone call. When we call, we're told our service advisor no longer works there. "Can someone else help me?" we ask. "Sure" straight to voicemail. Call later and still straight to voicemail - this happens four more times the same day.
In frustration we ask to speak to an actual person - "Is the service manager available?" we ask. "Sure," straight to voice mail. We call back "can we talk to a real person?" "Sure, I'll have to put you on hold." 35 min later still no real person. When we do finally speak to a real person we're greeted with apolgies and concern. "I'll call you back once I check to see if the correct part ever arrived." No call. That was two weeks ago.
Last Monday we started from scratch and simply made a new service appointment. Four days out was the soonest they could see us even though the service bays were not full and our Sedona was the only car in the entire service drive at 8:30 AM on a Thursday. Today we picked up the Sedona and got the shocking news that, sure enough, our CD player is broken. "We'll order the part and call you when it arrives." Hmmmm.
To the dealership's credit, the people have always been very nice and it seems like the place is under new ownership as the parts dept is full of boxes that are half unpacked. We're willing to give our neighborhood Kia dealer one last chance. Cross your fingers for good news in the next few weeks.
Brian Moody @ 13,156 miles with fingers crossed.