[Swarup5]

A few content creators have managed to get out the real ownership experience, came across another incident related to Hyundai where the dealership tried to quote 12L for a water-damaged Creta and furthermore tried to pull a quick one on the innocent customer by swapping the axle with another car.

https://www.youtube.com/watch?v=q87t...=TechnicalGyan

Too much success in India has probably gotten them to take Indian customers for granted. Not trying to generalize the incident, but a lot of such cases every now and then just makes the case in point very clear about Hyundai.

One more thread that adds to this claim, an excellent case study in itself of something fundamentally wrong with Hyundai. As an ex Hyundai customer, I can only echo the sentiments of people who are going through the ordeal.

https://www.team-bhp.com/forum/india...-response.html (Hyundai India - The occasional serious quality lapse and apathetic manufacturer response!)

[lsjey]

My two cents. The Car manufacturer, the dealer and the customer are different legal entities. In this case, there is a case between the dealer and the customer. Blaming the car manufacturer for this is not correct in my opinion. I'm not defending Hyundai. I'm saying that Hyundai is also a victim of may be a bad choice it made in selecting the dealership.

I think there was a recent Supreme Court judgment that said a car manufacturer cannot be held responsible for the bad service provided by an authorized dealership/service centre.

I do sincerely hope that justice prevails.

Regards,
lsjey

[WorkingGuru]

Originally Posted by lsjey

My two cents. The Car manufacturer, the dealer and the customer are different legal entities. In this case, there is a case between the dealer and the customer. Blaming the car manufacturer for this is not correct in my opinion. I'm not defending Hyundai. I'm saying that Hyundai is also a victim of may be a bad choice it made in selecting the dealership...

The customer wrote to Hyundai about the incident, and recieved a response with an incorrect customer name and redirected him to the same dealer who beat him up.

Originally Posted by Swarup5

... another incident related to Hyundai where the dealership tried to quote 12L for a water-damaged Creta and furthermore tried to pull a quick one on the innocent customer by swapping the axle with another car...

Quite an eye opener. Hope people consider keeping a watch at their car during service.

[finneyp]

This is too much! Dealership personnel physically assaulting a customer no matter the reason is just not on!
Hyundai should take strict action against this errant dealer.

[lurker]

Any physical contact with a customer which includes breaking skin should attract immidiate penalties for a dealer and parent.

No beating around bush once case is registered.

[achyutaghosh]

There seems to be more that what meets the eye here. These Youtube vloggers- especially the Panwars are irritants as well as a massive privacy hazard. They think they can film everything and everywhere, and i am not taking sides here- but i would not be surprised if they asked for money to take down videos shot in private property.

A store is a private property with public access, and indiscriminately shooting videos without permission will attract action. Now what led to this level of violence, that needs to be seen from CCTV footage.

As the others have mentioned, issue is with the dealership and not the auto company. Hope we do not start brand bashing here.

I also see most of the complaints, and not surprisingly, in the thread on dealerships in North India.

[pandabear]

There are a lot of posts which suggest that Hyundai is not responsible for the dealers behaviour. Sorry I beg to differ. The onus of getting a dealer to task solely lies with Hyundai. Obviously there are two sides of the story but no matter how abrasive a customer is, nothing justifies beating him up. Also the habit of redirecting customer complaints back to the dealer just creates an endless loop. This is something i can see in so many posts as to how Hyundai manages it's customer company workflow.
More power to the consumer is what we should be fighting for.

[chinkara]

Originally Posted by pandabear

There are a lot of posts which suggest that Hyundai is not responsible for the dealers behaviour. Sorry I beg to differ. The onus of getting a dealer to task solely lies with Hyundai.

Agree. This is where MSIL is so good - their processes ensure closure of each complaint (seen with dealerships) and there are financial repercussions (including termination) for poor CSAT. And each open issue contributes to poor CSAT not just the "saar please give 9 or 10" NPS score.

That said, I am sure action will be initiated here - by dint of volumes Hyundai does not need to butter dealers too much and can afford to take exemplary action.

[Dry Ice]

Originally Posted by achyutaghosh

I also see most of the complaints, and not surprisingly, in the thread on dealerships in North India.

Disregard for law & order is widespread and not restricted to a particular region in our country. Last 2 are fairly recent occurences.

https://www.team-bhp.com/forum/india...s-apology.html (Hyundai dealer arrested for assaulting employee; dealer's family issues apology)

https://www.team-bhp.com/forum/india...uy-bolero.html (Mahindra showroom mocks a farmer and he turns up with ready cash to buy a Bolero)

https://www.team-bhp.com/forum/techn...r-quote-2.html (Volkswagen Polo GT TSI | Hit a stone, gearbox damaged, 5-lakh repair quote)

If you browse through the dealership review section, you will be able to find many more complaints from all over.

[ashutoshb]

https://www.youtube.com/watch?v=HMV6DvNWgdE

https://www.youtube.com/watch?v=rm9y2yx8nRU

The videos, the dealer wanted them to take down.

[igemini]

This is ridiculous to the core. Whatever maybe the reason, such actions cannot be justified. Busting open a customer, wow Hyundai you have reached another height now.

Hyundai owners must also be trained for self defence or bring along body guards when going to the service center, especially when they have a complaint. Is that what Hyundai India asking their customers to do these days? I thought VW dealerships are the worst. But this incident made me think otherwise.

[am1m]

Originally Posted by pandabear

The onus of getting a dealer to task solely lies with Hyundai.
More power to the consumer is what we should be fighting for.

Well said! Every time there is a post highlighting bad client service by any dealer, there will be defenders saying the brand and dealer are separate. That's nonsense. I go to buy a Hyundai, not to buy the dealer's car. So when the car is great, Hyundai gets the credit. Similarly, when the customer experience is bad (and in this case the worst possible!) Hyundai gets the blame too.

Why is it so hard for big brands to discipline their dealers?! Or to tell their dealers that their staff need to be trained to handle clients? The dealer is not making the car, they have one main job - customer service! It is in the interest of the brand to make sure their dealers don't ruin their image.

And for those who still want to defend the brand by trying to shut down customer complaints, always remember forums like this are our only form of possible redress and safeguard for future customers. Dealers and manufacturers have advertising budgets and lawyers to safeguard their interests, individual customers just have forums like this.

[Asif 6959]

The more important question is where is the human race going to.

There are plenty of cases here on this forum where issues have been resolved amicably. Just because you have a following and an access to a smart phone doesn't give you the right to tarnish anyone's image - be a dealership or manufacturer. In this case no one knows to what extent the customer went for anyone to have taken such a step. Its wrong on both sides to be doing anything of this sort when things could have been resolved.

People coming to a conclusion to not buy Hyundai over this event, what's your take on the governments wrong doing - am sure you are turning a blind eye from it.

Recent video of Aryan Babbar making a comment on the pilot and then trying to bring him down on a social platform is a basic example of what am trying to say.
Was it needed?
Was this needed?

[S.MJet]

Originally Posted by pandabear

There are a lot of posts which suggest that Hyundai is not responsible for the dealers behaviour. Sorry I beg to differ. The onus of getting a dealer to task solely lies with Hyundai. Obviously there are two sides of the story but no matter how abrasive a customer is, nothing justifies beating him up. Also the habit of redirecting customer complaints back to the dealer just creates an endless loop. This is something i can see in so many posts as to how Hyundai manages it's customer company workflow.
More power to the consumer is what we should be fighting for.

I suspect that directions to take down the video came from Hyundai. Dealer has been praised for the service provided.
Video puts Hyundai's reputation at stake not the dealer's for non functional AC in a new car.

[Pancham]

Originally Posted by am1m

Well said! Every time there is a post highlighting bad client service by any dealer, there will be defenders saying the brand and dealer are separate. That's nonsense. I go to buy a Hyundai, not to buy the dealer's car. So when the car is great, Hyundai gets the credit. Similarly, when the customer experience is bad (and in this case the worst possible!) Hyundai gets the blame too.

Cannot agree more.

Back in November 2019 when I was looking to buy a Santro I had a pretty bad experience with a Kolkata dealership too. Although the magnitude of the incident was much less, the SA used very harsh language (and that too on Whatsapp) when I cancelled my booking. Reason for cancelling the booking:

1. I asked for the manufacturing month of the car allotted me. I was told it was Sept 30.

2. He did not expect me to look up. When I did, I found out it was June 2019. When I showed him proof he started misbehaving.

I cancelled my booking and asked for a refund. He asked me to write an email with reasons for cancellation and when I wrote exactly what had happened, his response to me was:

"Dont write such long emails - Hyundai doesnt need to know all the details - write 2 lines that you want to cancel"

After cancelling - he writes to me "amake dekhaben koto month e car pachen" - exact words (in Bengali) - "show me when you actually get the car" (from another dealership).

All this is after he was caught lying about the manufacturing date.

I tried to get help from Hyundai on this but they did not care. So yeah, I believe Hyundai is very to blame for. Whatever the dealership does, it is on Hyundai. Period.