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Kia customer services good or bad

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Discussion Starter · #1 ·
Guys have a wee vote on what your feelings are on Kia Customer Services helping out on the forum.
Its a private poll so no one can know who voted for what.
Edited by: davy
 

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SYLO77 said:
Got to be a plus having Kia on board.
Are you serious - what are they doing for the forum - the stock answer that anyone gets is a. to find your local Kia Dealer and b. take it to them to get the repairs done. Well with the greatest respect to Kia I could give that advice to every post listed but who does that help. What we want from them is someone who has some technical knowledge of Kias who can give us advice on servicing, maintanance and repairs and if they don't know will take the trouble to find out and reply to the member with the problem.
Kia Customer service are only interested in cars that are still under warranty - the older vehicles that are outside this period are of no interest to them, neither are the owners who get satisfaction maintaining their Kias, a lot of whom are running cars on a budget and cannot afford to continually take their vehicles back to Kia Dealers time and time again. Lets dump them and get someone from Kia Technical Services involved who can give sensible advice to members to resolve their problems.
 

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alcutler said:
SYLO77 said:
Got to be a plus having Kia on board.
Are you serious - what are they doing for the forum - the stock answer that anyone gets is a. to find your local Kia Dealer and b. take it to them to get the repairs done. Well with the greatest respect to Kia I could give that advice to every post listed but who does that help. What we want from them is someone who has some technical knowledge of Kias who can give us advice on servicing, maintanance and repairs and if they don't know will take the trouble to find out and reply to the member with the problem.
Kia Customer service are only interested in cars that are still under warranty - the older vehicles that are outside this period are of no interest to them, neither are the owners who get satisfaction maintaining their Kias, a lot of whom are running cars on a budget and cannot afford to continually take their vehicles back to Kia Dealers time and time again. Lets dump them and get someone from Kia Technical Services involved who can give sensible advice to members to resolve their problems.
I've got to agree with Alans comments with regard to KCS. I've had loads of dealing with them and the previous incarnation of them over the years and I'm struggling to remember any times when they have been helpful and answered any query I've had but had the stock reply to take it (or ask)to my local Kia dealer, which surprisingly enough was the reason I was speaking to KCS in the first place because the 3 dealers local to me either wouldn't/couldn't answer the question put to them even down to asking what the torque settings for the head bolts were .

I wish I lived near to Viking Kia as Viking Paul does seem to recognise that owners such as we merry bunch on here have questions and very shallow pockets but does offer helpful suggestions to point us in the right direction with normally no mention of bring it to me at the main dealers. If KVS would like to reacess their input and offer to help with TSB's and basic technical suggestions to the root of the problem at hand, I dont mean indeapth things just helpful suggestions not take it to your local dealer. If we all did that it would be a very boring dead forum
 

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yes the stock answer is irritating, but at least if regular faults keep cropping up on here with our cars - when we go back to Kia they cant then say "we have never heard of that problem before!".
 

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I was hoping for answers to problems,disappointedso far, just a usual (consult your dealer), so looks to me that it is just for a bit of advertising.
 

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I must say I have not had any dealings with them as yet. If all they do is just keep offering the standard stock awsner it is a little pointless them jumping in on people's posts maybe it could be an option for them to have there own section added where people can post questions to them directly for them to awsner as some other forums have for specialists.

This will show if they really care or just recycle the same blurb and also highlight any reoccurring problems to our fellow members.
 

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tempest said:
yes the stock answer is irritating, but at least if regular faults keep cropping up on here with our cars - when we go back to Kia they cant then say "we have never heard of that problem before!".
Appreciate what your saying that a 'tally' of common faults is useful ammo to have for anyone that wants to approach Kia with that complaint and that is the idea of any customer service department - but the argument is that at the moment you could go to KCS via this Forum with any technical problem seeking advice and the stock answer you will get is the ones quoted above which is no help to members who want to try and resolve the issue themselves - and that is no use whatsoever. What we need is a Kia contact who will look at the Forums and give practical technical advice, from the vast resources at Kia that can be used to resolve that issue.
 

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Choco-Shake Russ said:
I must say I have not had any dealings with them as yet. If all they do is just keep offering the standard stock awsner it is a little pointless them jumping in on people's posts maybe it could be an option for them to have there own section added where people can post questions to them directly for them to awsner as some other forums have for specialists.

This will show if they really care or just recycle the same blurb and also highlight any reoccurring problems to our fellow members.
Precisely- that would be a good idea to have a Kia member who could be asked for advice on technical matters, but with the greatest respect to the people in Kia Customer Services, looking at some of their replies to members posts they do not seem to be the most mechanically minded people. They are probably very professional people who are very capable of handling customers disagreements with dealers or warranty claims, but when it comes to mechanical repairs, etc they are unable to offer the advice we need and revert to the ' go and see your local dealer' replies.We need a Kia contact who has 'hands on' experience of working on Kia cars and can pass this knowledge on to our members
 

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I will wait to comment fully as I am in direct contact with them regarding the clutch noise I have had from new on the Tempest so time will tell if their presence on the forum is a good idea as far as I am concerned
 

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I should think you won't have a problem with a car that is a couple of years old - that is a perfect example of where a Customer Service Department should come into play and sort the problem and not really an issue you would expect to be resolved on the Forum. I'm sure a lot of members have resolved problems with KCS by contacting them direct or through the selling Dealer, without a problem and to their satisfaction.The poll is in respect of the responses we get from KCS on the Forum, especially to members who have older vehicles that are well out of warranty.Good Luck with it and I hope it gets resolved.
 

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tempest said:
yes the stock answer is irritating, but at least if regular faults keep cropping up on here with our cars - when we go back to Kia they cant then say "we have never heard of that problem before!".
Go back over the forum and the other one and look at the regular faults with the Sedona, off the top of my head I would guess over the last 8 years they are 1. HP pump destroying its self(ok if the car was in warranty but if not even with less thasn 20,000 miles from new you are on your own) 2. Frequent not starting problems all with the same description, 3. Immobiliser problems not related to number 2 problem. I could go on having owned a Sedona for 8 years and looking after a number drom 2000 but the only one Kia have fixed in build quality is the HP problem because frankley if they didn't the Sedona was dead in the water. In the last 3 years I've done 3 crankshaft pulleys as the originals fell off Kia deny the problem. If Kia want to participate it has got to be more than try the local dealer, we could all say that at the start of all problems posted it helps no one at all, Its like having an affair and having the wife read all your emails/texts etc If Kia want to get involved then let some one with technical skills join not some call centre, let them post all TSB's relating to the Sedona and offer some kind of imput to try to solve some of the problems raised not "take it to your local dealer and heres how to find them answer. I've had dealing s with KCS and what ever it was called before and I'm struggling to remember a time when that has not been the answer . They are not techies just call centre staff. Forums like this exsist because there is a need for them oif Kia were more helpfull there would not be a need for this forum. I do a lot of cars of all makes and Kia are th worst I have found for getting info from
 

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Dave R said:
I will wait to comment fully as I am in direct contact with them regarding the clutch noise I have had from new on the Tempest so time will tell if their presence on the forum is a good idea as far as I am concerned
I shouldn't think you would have a problem with a car that is a couple of years old - that is a perfect example of where a Customer Service Department should come into play and sort the problem and not really an issue you would expect to be resolved on the Forum. I'm sure a lot of members have resolved problems with KCS by contacting them direct or through the selling Dealer, without a problem and to their satisfaction.
The poll is in respect of the responses we get from KCS on the Forum, especially to members who have older vehicles that are well out of warranty.
Good Luck with it and I hope it gets resolved.

Edited by: alcutler
 

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bruno1926 said:
tempest said:
yes the stock answer is irritating, but at least if regular faults keep cropping up on here with our cars - when we go back to Kia they cant then say "we have never heard of that problem before!".
Go back over the forum and the other one and look at the regular faults with the Sedona, off the top of my head I would guess over the last 8 years they are 1. HP pump destroying its self(ok if the car was in warranty but if not even with less thasn 20,000 miles from new you are on your own) 2. Frequent not starting problems all with the same description, 3. Immobiliser problems not related to number 2 problem. I could go on having owned a Sedona for 8 years and looking after a number drom 2000 but the only one Kia have fixed in build quality is the HP problem because frankley if they didn't the Sedona was dead in the water. In the last 3 years I've done 3 crankshaft pulleys as the originals fell off Kia deny the problem. If Kia want to participate it has got to be more than try the local dealer, we could all say that at the start of all problems posted it helps no one at all, Its like having an affair and having the wife read all your emails/texts etc If Kia want to get involved then let some one with technical skills join not some call centre, let them post all TSB's relating to the Sedona and offer some kind of imput to try to solve some of the problems raised not "take it to your local dealer and heres how to find them answer. I've had dealing s with KCS and what ever it was called before and I'm struggling to remember a time when that has not been the answer . They are not techies just call centre staff. Forums like this exsist because there is a need for them oif Kia were more helpfull there would not be a need for this forum. I do a lot of cars of all makes and Kia are th worst I have found for getting info from
I contacted Haynes the Car Manual producers and queried why they had never produced a Workshop manual for the Sedona - after being passed from pillar to post I eventually managed to get an off the cuff remark from someone who wouldn't identify himself who said that ' Kia would not co-operate or supply vehicle details and service information that we require from a manafacturer in order to produce a manual' At that time they only covered 2 Kia models and they were for the American market - that was some time ago but I don't think it has changed. I think they are a bit more open in the States than over here.
 

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I suspect that the car manufacturers only have a"customer services" call centrefor public relations purposes and the bad press they would get if they did not provide this so called service. The dealers would not be pleased if any manufacturer helped a customer to avoid paying for repair and servicing. I am sure the manufacturers have a closely guarded Dealer technical helpline and a facility for getting approval for warranty work.Edited by: deeps
 

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I've not needed KCS on this, or any forum, however I do read thier responses to other members posts andI find them frankly patronising and tokenistic at best, and I don't recall anyone saying 'Thanks KCS, that really helped me out.' Having said that it is unusual to find a manufacturer actively involved in an independentforum rather than hosting their own so I don't know what's in it forKIA.
If KCS cannotoffer theforum more than publicity and telling us what we already know, (yes we already know that sales of some models of thenew RIO are outstripping demand! What we want to know is what are you going to do to stop the poster buying a Corsa??), as well as ignoring any build quality issues arising, them what's the point of them being here?
Just my thoughts

Phil
 

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phil866 said:
I've not needed KCS on this, or any forum, however I do read thier responses to other members posts andI find them frankly patronising and tokenistic at best, and I don't recall anyone saying 'Thanks KCS, that really helped me out.' Having said that it is unusual to find a manufacturer actively involved in an independentforum rather than hosting their own so I don't know what's in it forKIA.

If KCS cannotoffer theforum more than publicity and telling us what we already know, (yes we already know that sales of some models of thenew RIO are outstripping demand! What we want to know is what are you going to do to stop the poster buying a Corsa??), as well as ignoring any build quality issues arising, them what's the point of them being here?


Just my thoughts



Phil
Hi Phil - very true - I think I have said already that in my opinionCustomer Service Departments of any vehicle manafacturer is intended to assist owners with warrenty claims and perhaps mediate with owners and Dealers when disputes arise - matters that can be dealt with directly with KCS and the vehicle owner. There is no point airing them publicly on this Forum apart from when the matter has been resolved or otherwise and the owner can let other members know how they went on and perhaps give advice to others. TheForum has been set up to exchange info between owners to enable them to carry out their own repairs, servicing, etc and this all relies on an exchange of information - at the moment the contribution from KCS is very little.
 
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