Hey there, y'all. I've got a thread in Problems and Solutions here
detailing some of the issues I've had with a water leak in my '22 SEL Premium. I figured I'd post in the larger forum section here with the final update and open up an in depth discussion about Hyundai's warranty process, dealerships, and corporate team.
Here's the recap:
- I bought my SC in May of 2022 and installed all weather floor mats
- In November, I pulled my charging cable up off the floor and noticed it was wet
- I let the tech at my dealership know and scheduled the earliest appt I could, which was early January
- Every time it rained, I'd have 1/4" to a 1/2" of rain in my rear footwell. I took pictures and video of everything.
- The day before my appointment in January, the dealership called to tell me that they didn't have the right people scheduled to look at my truck, so they'd have to reschedule my appointment, and the earliest they could get me in was February, but if I dropped the truck off sooner, they could take a look when they had time. At this point, I called corporate to b**** about them waiting two months to reschedule my appointment because they messed up on scheduling and pushing me off another month, and they assigned me a case manager.
- I dropped the truck off three weeks before my appointment to get it seen sooner. The corporate case manager called them regularly for updates and they told her they were working on a diagnosis. When I called them, they told me that they hadn't looked at the truck and didn't plan to for over a month. I reminded them that I had an appointment in a week.
- The day after the appointment, I texted to ask how things went and the tech told me he'd go check. I never heard back. I got a call from the case manager two days later after she followed up and she informed me that the dealership did not look at the truck on the day of the appointment. At this point, I'm pretty ticked off.
- The case manager says that she's going to go ahead and write up her report and get ready to send it on to legal or whoever, because after 30 days, they're writing up the case no matter what.
- After 30 days, I get a call from the case manager that the case is written and ready to go, but she still needs the service ticket number from the dealership and she can't get it from them. They've had the truck over a month at this point, and they don't even have a service ticket number to give her. That was Friday.
- Today, I get another call from the case manager. She finally got the information she needed from the dealership and was able to more or less immediately get me a buyback offer.
So here are my takeaways:
1. The dealerships are independently owned and operated. They don't give a **** about you or your vehicle unless there's dollars in it for them, and a complicated, hard to diagnose issue that will be covered under warranty is probably not top of their pile
2. Because the dealerships are independent, Hyundai can't really force them to do anything. It wasn't until the case manager started talking about looping in the one person at Hyundai who can actually affect the dealership's relationship with them that I guess things finally started moving.
3. Hyundai's case managers are phenomenal. At least the one I worked with. She was THE ONLY reason I didn't go through lemon law and have to end up effing around with lawyers and a bunch of nonsense like that, dragging this out and becoming even more of a headache. But to Hyundai's credit, they also listened to the case manager, read her report, and decided not to play games with me and try to push me off. They stood behind their product and said yeah, we messed up, we'll make it right.
4. The warranty is really only as good as your local dealership's service department. It's been three months from when I informed my dealership about this issue until now, and they STILL haven't even looked at the truck, rescheduling one appointment the day before and completely skipping another. Regardless of my feelings about Hyundai and their products, I can say with confidence the only thing I'll be back to that dealer for is to pick up my personal stuff out of the truck. Absolute clown shoes.
Overall experience, 4/10. The issue with my truck was 1 in 10,000. I haven't heard of anyone else having the same issue, and I've been looking. I don't fault the 12 year olds in Alabama working on these trucks for missing a seam on the body and letting a leak in one truck. They're only kids, after all. The experience with the dealer is the bar-none worst customer service I've ever had. 0/10 The experience with Hyundai corporate and my case manager was 10/10. No complaints. They stayed on top of the dealership, kept pressing, kept me updated weekly, and made it so that I didn't have to spend my time hounding the dealership every other day.
I'm open to any questions about the process, the issue with my truck, dealing with the case managers, etc. Anything that could be helpful to other folks. I know there are others going through lemon law or buybacks with their vehicles right now, too.
As for me, I'll probably be back in a Santa Cruz sooner or later. I'm not loving interest rates right now, and I'm sad to give up my 2.2% loan, but there's really no other vehicle on the market that meets my needs as well as the SC right now, and I'm not eager to buy anything coming out in its first model year after the first model year experience of the SC. So we'll drive my wife's 2000 Toyota Sienna that has now outlived 3 of my vehicles (plus two more that were sold in good condition) until it croaks and go from there.