Hi Unhappy:

It was nice to chat with you yesterday on the telephone.

Your situation is a great example of how easy it is to either "frustrate" or take a customer "over the moon happy".

My Fixed Operations Manager and I have sat down with the service advisor as well as the parts person that worked directly with you and asked them to look at things from your side of the counter. They agree that by not taking more time to find you that wheel that negative-will would result. My point to them was simple, if the customer could locate a wheel, we should be able to locate a wheel. We need to spend more time wearing the customer's hat and understanding that driving over the malahat on a donut isn't going to work and that although the situation that put you there was external to us, that good customer service means fixing your concerns and doing the legwork ourselves.

The service advisor and the parts person are great team-members and get some of the highest customer service returns in the West when surveyed by Hyundai, so I ask you to please not judge them or me by this incident. They, like me are part of the "new guard" and although we take the past personally and very seriously I pledge to you that our #1 priority is working with you to "Build Customers for Life".

When you come in to pick up your replacement wheel and to conduct that service that we spoke of, I've left a little token of goodwill for you to show that "we get it". Also, please hunt me down so that I can put a face next to a voice on the phone, I really enjoyed chatting with you.

Thanks for your time and thanks for helping making us better. Although I prefer reading positive reviews (we've got lots, see N49 and google), the complaints are what really help us improve our business, so I'm glad to have heard yours.

If we do a good job in the future, please don't hesitate to update this forum with a positive word!

Best,

Steve

Far be it from me, to complain about much unless it gets out of hand, I am a rather patient man, but this dealership is either understaffed or is just apathetic.
1. Bought new 2011 sante fe in jan/ 2011... Should have walked out after the numbers changed 3 times with three different high pressure sales people.
2. Ordered cargo mat, forgot to let me know it was in, I had to call weeks later to find out it was Instock all along. Oh and guys I never ordered any floor mats, good thing I'm honest!
3. Went through insurance to repair seat cushion. Again, took almost three months to have parts brought in because, someone forgot to make a call to insurance adjuster and to the part supplier.
4. My truck was vandalized. Needs new rim and tire, took the vehicle down to have the look at it. Insurance will cover, but of course, three days to get a tire in, and another six weeks to get a rim in, so I'm on the hook for a temp steel rim, which again not at the dealership . But Duncan hyundai carries them...if only i could drive my donut spare up the malahat and risk more headache. It must be uncommon for folks to need to replace a tire or rim and expect that their dealership will carry the parts sold on their products, or find them a reasonable solution.
5. For the record, the folks at Willie dodge found me the tire and temp rim and had them overnighted for me, so I can get back to work instead of driving on the donut on the highway and damaging my new car. Thanks for that, guess my next vehicle is a dodge. Some people understand service and will provide it even if you don't spend 30, 000 with them. great product, lousy service.

Hi Unhappy with Victoria Hyundai.

My name is Steve, I am the dealer here, and have been for the last 6-months or so. I am sorry that you have had a poor experience, it is not apathy.

Please feel free to contact me at [email protected] or 250-995-2984, I'd love to hear more about what happened here so that we can see if we can learn from it.

So that I can search for your information, when were you in the service department? You're purchase was over a year ago, was your service visit more recent?

Thanks.

Steve

Hi Sys, Steve here again. I don't have your name, but I reviewed our sales records and found no smart car delivered in November 2011. Are you sure it was us, or were the dates you provided above incorrect. We have one smart car for sale now, but have not sold another one in the last 11-months. Perhaps you are talking about a different dealership. Either way, please call me, I'd like to help. My # is 250-995-2984.

Hi Sysy.

Please feel free to contact our fixed operations manager, Warner Mrosek. He can be reached at [email protected] (or 250-995-2984) and will be happy to see if he can answer some of your questions.

Unfortunately, mechanical systems and the like sometimes fail, but that being said I hope that it is nothing serious. Did you purchase an extended warranty? Please make sure to give Warner your full name when you email so that he can look up to see what coverage you may have.

Good luck!