I responded to the ‘tell us about your first service appointment’ survey. Was I neurotic? See below
During my recent service visit, my experience was... Fine, but not up to the standard I was expecting from buying a Stinger GT over a competing German made vehicle.
Not upset, just disappointed. And I have already moved to Ourisman Chantilly from Koons Woodbridge because they’re on a completely different level of disappointment. I don’t want to relocate to Fairfax Kia.
Just a few notes from a Stinger owner;
- A German manufacturer dealership would have used microfiber towels instead of red cotton towels leaving red fibers all over the inside of my car.
- A German manufacturer dealership technician would have worn gloves and kept their hands clean. Maybe then your technician wouldn’t have been wiping up the oil marks left inside my car with a red cotton towel.
- The oil smear on the glove box took forever to remove. I can’t help but feel that a German manufacturer dealership would have completed interior service work before exterior service work. (Obviously my oil was changed before my cabin filter, or your techs are not washing their hands between tickets)
- I had to instruct the service attendant that yes, there is indeed a high-use maintenance schedule detailed in my user manual for first service at 3,000 miles—not 6,000 miles. The same individual told me it took an hour to change the cabin filter AND another hour to remove the frame braces to access the air intake filters (four bolts total), I just smiled. You can’t assume your customers don’t know what their talking about. And if your team doesn’t know what their talking about, the worst thing you could do is fake it. It’s uncomfortable feeling like I know more about my vehicle than the professionals. (This last note is NOT about money or hourly charge rates. I’m happy to pay an hour for 30 minutes of work because the value is in having the YOU do it over doing it myself. The point is your team inspired little confidence that they knew enough about the stinger to be servicing it - and did not project the level of attentiveness and respect that comes with tapping into the luxury performance market dominated by the German manufacturers)
I’m in sales and service. I was conflicted writing this email because I don’t want my name to get around as “that customer”. I understand you have to grease the wheels to get anything done and being unpleasant rarely gets the point across. Please keep this email out of the eyes of the technicians. It was obvious that the tech did lay down those red cotton towels as protection over the open glove box while changing the cabin filter. I know because I had to clean all the red fibers out of the felt lining. But I do appreciate that they were trying.
And thank you to whoever took the time to read this.
Sincerely,
A Proud Kia Stinger GT Owner
I wasn’t expecting and didn’t receive a response except for an automated response email that said to call for any further questions/comments but did not include a phone number. Ha.
..!
