Hello Everyone!
I want to discuss an important warranty issue with KIA that I faced in relation to the Sportage I have been using for the last 3 years ( 03 years will be complete in September 2023). It is worth updating you guys regarding the service interval and maintenance of the vehicle under discussion. From day one, this KIA Sportage has been maintained at the same showroom per the KIA's policy & maintenance requirements/schedule. As stated above, The vehicle was never handed over to any dealer other than Kia's authorized dealer.
The Next two messages are self-explanatory; first one is my complaint to Kia, after that is the response from KIA.
I hope this email finds you well. I am writing to address a matter of utmost concern regarding the KIA Sportage with Registration No ICT -------, as communicated and discussed by ------------- in his previous communications.
Firstly, let me draw your attention to the recent maintenance and inspection carried out on August 10, 2023, at KIA’s Murree Road (Dealer). The vehicle, with a mileage of 47,000 kilometers, was sent for regular maintenance and an inspection of the suspension hardware. During this inspection, it was identified that the RHS Tie Rod End exhibited unusual movement, which we believe is not consistent with our careful usage of the vehicle and its relatively low mileage. Notably, the LHS Tie Rod End had previously shown similar defects and was replaced under warranty, indicating a potential inherent issue with the manufacturer's build quality.
As per normal industry practices, we strongly believe that in cases where a defect is detected in a single or either side tie end rod, it is best practice to replace both sides to ensure hardware longevity and vehicle balance. Unfortunately, the previous replacement of the LHS tie-end rod without addressing the RHS has led to undue strain on the RHS tie-end rod, resulting in the observed play.
We proceeded to inform Mr. Adil about the defective hardware, as well as additional concerns about gear jerking and central locking malfunctions. A warranty claim regarding the Tie Rod End was promptly raised with the Dealer. However, to our dismay, the claim was inexplicably declined without any substantiated reason. This refusal contradicts the explicit terms of the warranty and runs counter to the standard industry norms.
Moreover, the issues related to gear jerking and central locking malfunction remained unaddressed, and the vehicle was returned without due consideration. We must also bring to your attention that the staff and technicians handling the vehicle seemed inadequately trained and lacked professional expertise. This was evidenced by their mishandling, which resulted in damage to the right pillar of the vehicle during inspection (see attached picture).
We have consistently communicated these concerns to KIA through various correspondences, but our concerns have not received the attention they deserve. Ms. Shehla Pervez (Manager Sales & Marketing) from the Dealer visited our office on August 16, 2023, and we provided her with a comprehensive explanation of the issue and the pertinent warranty terms. She assured us that she would escalate the matter to the Dealer’s Management for resolution. It is also worth bringing on record a subsequent telephone (021-38892165) conversation on August 17, 2023, with KIA Motors Karachi, against which a clear response is still awaited.
When our company procured the KIA Sportage as a pilot scheme, we held high expectations for a seamless experience, taking into account KIA's international reputation. Unfortunately, the reality has fallen short of these expectations. The documented warranty terms have not been honored by the Dealer and Distributor, leaving us to bear the discomfort and distress of these unresolved issues.
In addition to the breach of contractual obligations, the recent service experience with KIA has been less than satisfactory. The subpar service quality and the apparent lack of expertise among the staff have only added to our concerns.
While this issue may not involve substantial financial implications, it remains an important test of KIA Motors and Lucky Group's commitment to commercial principles, customer satisfaction, and standing behind the products you offer. We earnestly request that you reconsider our legitimate claim and address the issues at hand with the utmost urgency.
We eagerly await your response and resolution on this matter. Your prompt attention to these concerns will not only restore our faith in the brand but also reaffirm our confidence in KIA's dedication to excellence.
Thank you for your time and understanding.
this is the response i received from KIA:
Dear concerned,
I trust this email finds you well. I want to begin by expressing our sincere appreciation for bringing your concerns regarding your KIA Sportage, Registration No ICT --------, to our attention. Your feedback is essential to us, and we understand the importance of addressing your concerns in a timely and effective manner.
After thorough consideration and discussions with relevant parties, including our regional head and Lucky Motor's management, we have diligently investigated the issues raised with your vehicle. We genuinely regret the inconvenience you have faced and understand your expectations for a seamless ownership experience. Please allow me to provide you with insights into the steps we have taken.
We acknowledge the irregularities you encountered with the Tie Rod End during the recent maintenance and inspection. We did consult our technical experts and review the history of similar issues. However, based on the detailed technical analysis and the mileage of your vehicle, it appears that the observed concerns might not be directly attributable to manufacturing defects. Our technicians have determined that the mileage of 47,000 kilometers suggests normal wear and tear that falls beyond the scope of our standard warranty coverage.
Regarding the gear jerking and central locking malfunctions, we deeply apologize for the oversight in not addressing these during the recent service. We understand the frustration this has caused and have taken immediate steps to enhance our staff training and service procedures to ensure such oversights do not recur.
Furthermore, we are deeply concerned about the damage sustained during the inspection and sincerely apologize for this incident. We have implemented additional checks and protocols to prevent such mishandlings in the future.
It is with genuine regret that we must inform you that despite our best efforts, we were unable to convince Lucky Motors to extend warranty coverage for the Tie Rod End replacement. Our regional head engaged with Lucky Motor's management to advocate for your case, but they maintain that the mileage of the vehicle falls outside the typical warranty coverage criteria.
We understand your frustration and disappointment, and we genuinely regret any inconvenience you have experienced. Your feedback is invaluable in our pursuit of continuous improvement, and we are committed to enhancing our services based on the insights you've provided.
While we are unable to honor the warranty claim in this specific case, we remain dedicated to supporting you in any other way we can. Our service team is available to assist you with reasonable repair options, and we will ensure that your experience moving forward is as smooth as possible.
We understand the significance of your concerns and once again apologize for any distress caused. Thank you for your understanding, and we appreciate your loyalty to the KIA brand. Please feel free to reach out to our service department for any further assistance or to discuss available options.
Sincerely,
Mohib Ullah