Hyundai's poor service & customer support regarding my old Tucson

It's been a month & I haven't received any reply to my email. Is this the level of service Hyundai offers to its premium customers?

BHPian vharihar recently shared this with other enthusiasts.

I own a Hyundai Tucson, presumably a premium car. I have been emailing Hyundai Service (crservice@hmil.net) for the past 1 month about an issue I have (that I feel the service centers may not be capable of reliably addressing, and/or they may bullshit their way through), but have gotten 0 response from HMIL. I haven't even got an acknowledgement.

Is this the level of service Hyundai offers to premium customers?

The exact query I posted (about my 2017 Tucson), was about updating the maps on the SD card of my Tucson.

The doubt about the service center's capability comes to mind because:

• Last time the service advisor expressed doubts about whether they can support a 2017 model for map update, but said he'd confirm and revert to me, which he hasn't, and
• When I ran Hyundai's "Navigation Updater" software, it seems to support map updates only for 2022 models.

But I'm sure something is amiss. Support for older models is a MUST! How can Hyundai escape from this responsibility?

I'm traveling now and expect to be back after a month and will visit the service center then. But the least I'm expecting in the meantime is a reply from HMIL Service! Else it leaves me wondering, why this lousy service even for premium car owners.

Here's what BHPian robincsamuel had to say about the matter:

I'm not surprised at all! I started a discussion on the same topic a couple of days ago about Kia Care. Considering that, I don't have higher expectations for Hyundai either.

I'll say it again here, "when the dealership is clueless and you need a response from the manufacturer, you're stuck!"

Regarding the map update, Hyundai/Kia has the option to purchase map updates (Hyundai India > Map Update > Purchase Update). I just checked and I see 2017 Tucson listed there. I haven't personally used this service, but it might be worth giving it a try.

PS: The page says, "Map update is supported only for 4 years from the date of discontinuation of vehicle production". So I think you'd get the updates up to 2026.

Here's what BHPian anjan_c2007 had to say about the matter:

Here is a thread regarding a Santa Fe whose owner was frustrated with the ASC. He displayed the one-and-a-half-year-old SUV on a highway to deter other buyers from buying it.

Here is another thread by a frustrated Santa Fe owner.

By going through these threads it will be evident that Hyundai ASCs lack the expertise to diagnose and repair niggles, issues and gremlins in their premium offerings.

Here's what BHPian PetrolRider had to say about the matter:

I had a couple of instances where I needed to escalate to Hyundai CS and each time the response from Hyundai was rather swift and hard, so on so to make the dealer run with tail between legs. But, that was anyway Hyundai West zone. What I suggest is to try find some mail id of Hyundai CS south zone and you may get a better response.

If I understood correctly, your issue is with the inbuilt AVN system map update (MMI). I was trying that for the last couple of years and with a willingness to be stand corrected, I gather it is the 2017/18 AVN system's lack of support for newer version software that is required to update the MMI maps. That is, I reckon would be the possible reason that Hyundai not responding back as they don't have a solution with them. But still, I believe they should have responded to you clean and clear, rather than playing hide and seek.

Anyway, you have a few options now:

• Depend more on Android Auto / Car play (as I am doing)
• Replace the existing AVN module with the newer one
• Get a third-party map module like Garmin mounted on the dash

Last two options are rather expensive but would give a much smoother experience than the AA.

Here's what BHPian Meer had to say about the matter:

I agree with the observations on the thread. I had a couple of issues with the audio controls on my Santa Fe not working and the Aircon not cooling properly. I went to the nearest Hyundai service centre in Pune and the advisor had no clue and was disinterested. He said this model is very rare and getting parts etc. is a challenge.

I was quite taken aback, it seemed as if it was a burden for him to take the car in to fix, not sure if it was the individual service advisor issue. I found out the contact for the Regional Head for Hyundai and after speaking to him it moved very fast, I was connected to the Centre Manager for the same service centre and he personally inspected and sorted both the issues.

2 months later I wanted to get an auto-dimming rearview mirror fitted, procured the original Hyundai part from the US as it is not available in India. And it was really a harrowing experience when I reached out to them as I was transferred from service centre to service centre as no one has the technical know-how to fix it. Finally, I gave up and went to a local accessories shop and his technician fixed it in under 15 mins.

So there goes, my car has been always serviced by the Hyundai service centre but now I need to think hard about the next service.

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