BEWARE of KIA’S 7 Year Exterior Paint Durability & Finish Warranty
Worst customer service that I’ve ever experienced, seems that KIA Australia customer relations staff need to be re-educated, they should learn to deescalate issues, not make them worse.
I recently reported to KIA Australia that the paint work had deteriorated, but only to a section of the roof on my 2016 Picanto, expecting that it would be covered by the 7 Year Exterior Paint Durability & Finish Warranty. So I was surprised and shocked to be told by KIA Australia that the claim was declined, because it had been determined that this was not a p...roduct defect or fault, but caused by external influences. Obvious questions, 1. How was the decision determined? Since only photos were provided, no official inspection by a real expert. 2. What external influences? Rain, wind friction, sun, temperature (hot/cold), usual environmental external influences. 3. What is the point of the Warranty? If KIA are always going to decline a claim. 4. What does Paint Durability mean in the Warranty? I know what it means to me, the paint finish should last for at least 7 years.
Wish I could give Kia Toowong -1 star
Was told I could collect my car on Friday & it was promised that it would be ready the day before.
Rang on Friday before going to collect it, not ready yet.
Was told it would be delivered on Saturday. When my car had not arrived I contacted the dealership, as I had not even been given the courtesy of a phone call to let me know what was happening.
I have been told 10 different stories about what is happening with my car by 2 employees and the manager.
When I complained about the service I was receiving I was told it was my fault that it wasn't ready, no apology.
The appalling customer service and lack of communication and honesty I have experienced from this business has completely soured the experience of buying a new car.
Inside Look Dealerships,Manufacturers,Importers
Hello having worked with dealerships the best part of 40 years the standards of Customer Service is driven by the Manufacturers and Importers,
Having read so many reviews I can sympathise with the general public the excuses are pretty much the same right across all Dealerships,
The war that exists between Dept's Spare Parts, Service, New Cars,
these dept Managers all care about one thing themselves they will blame each other for the failings of their dept's and in the meantime Customers suffer,
Service Dept Majority of the time blame spare par...
- Verified customer
Beware the Kia 7 year warranty - it DOESN'T EXIST
I purchased a 2018 Kia cerato off National Capital Motors in Canberra. When I discovered the speedo was incorrect by about 12% I returned to the dealer and was told, in no uncertain terms, very rude, they would no fix it because it was not sufficiently inaccurate. I contacted Kia HQ twice and was told to find myself another dealer. Kia was as interested as National Capital motors. The gear box is also faulty, but what is the point of pursuing faults. There is no warranty.
Sale is done, Go away Mr. Customer
I want to write about my recent purchase from Kia Castle Hill.
We signed a contract to buy Kia Seltos and paid 6k deposit on that day. within a week we paid another 5.5k. We change our mind on colour as we were not sure on colour from first day. When we approached them to let them know about the change of mind in colour the car was not registered in our name. we offered them $500 more. As the car was not registered, I think the request was acceptable but the manager was non accomodating. Not only that he is very rude as well.
Now I will put...some maths about this situation. We were ready to pay him $500 on day one of request. We were ready to cancel the deal and pay the cancellation charge but it was 10% which came at $3000. We were ready to pay half of that which is $1500, either to cancel the deal or to pay them and get the colour we wanted. Cancelling the deal was not possible as it came at $3000 but if this manager had negotiated up from $500 to anywhere upto $1500 we would have paid them to get a different colour. So they could have made $1500 more profit from us and we would have been happpier. And they could have sold that car to anybody else. But this manager makes decision on personal prejudices and arrogance rather than business profitability. He was so adamant that he did not changed the color even though we requested him. So he made $1500 loss and made a customer unhappy. The manager should go to learn people skill. What an idiot.
Absolutely appalling Kia Southland, VIC
**edit - today 05/03 Southland Kia have agreed to replace the car**
I purchased a Kia Cerato GT in December 2019, a demo with just over 500km. I have since had nothing but issues and it now at the point where Kia Australia are involved as the dealership, Kia Southland in Melbourne's South East, have not complied with Consumer Guarantees on more than one occassion. My vehicle was sent for warranty repairs as there were paint defects, just to name ONE of the issues with the car, and my car has been returned to me with not only a botched respra...y, but also with damage. There is grit under the paint, craters in the paint from what appears to be silicone contamination, circular marks in the paint, there are scratches in the paint from the use of an orbital buffer, replaced panels have come back scratched along with the adjoining panels. You would be astounded at the condition my car was returned to me in. Before my car was even sent for a warranty, they were meant to flag it with Kia for the warranty request. But no, they decided to cut and polish the defect out of my boot lid without my knowledge or consent and damaged my boot spoiler in the process. I will be taking this to VCAT if Kia Southland do not willingly comply with Consumer Law. I was assured this was a simple and straight forward process, that it would be done to the highest of standards and my car would not be returned to me unless it was 100%. What was meant to take 4 days, turned into a 10 day ordeal. At day 8 my vehicle was returned to the dealership and sent BACK to their repairer as it was deemed unacceptable, then at day 10 it was returned to me in the condition I have described. I went through 3 loan cars during this time from them, the first I was unable to put fuel in as the fuel cap was faulty. If you value your car, steer clear of this dealership. They are beyond incompetent and completely ignorant to your consumer rights. I hope this honest review can help anyone to not go through what I have just gone through and am still going through.
trying to purchase kia sportage/seltos? Salisbury Park S.A
We went to kia dealership closest to where we live interested in upgrading our car having recently been given a kia sportage as a rental while away and really loving driving it. We went to check the differences between both models as haven't driven the seltos. The dealer kept disappearing out the back saying he had to do something? We were approached by another salesman but the first one who never even gave us his name came out and stated he was tending us. Joke!! The second consultant left (I realise they are on commission and can't step on to...es) and the first one then started talking to a woman from the office and disappeared again. Totally frustrated we left. I actually work in retail myself and can honestly say this is the worst customer service I have ever encountered. Normally salesmen jump on you the minute you enter the car yard which I do find annoying, but we were there at least 20 minutes and have had no information on the cars we are interested in. This was so disappointing as we genuinely wish to upgrade. Also, I would have understood if they were busy but we were the only 2 people there. It was only 5pm and they said they closed at 6.00pm
A Good experience Metro Kia Brisbane
We had initially dealt with a different dealer and things did not go well. We found the car we wanted at Metro Kia and dealt with John. A far more professional and pleasant experience than expected. Highly recommend Metro Kia, all staff were professional, easy to deal with and didn’t feel pushed and shoved or pressured in any way.
Motorama Kia couldnt care less..
Brand new Sorrento GT only 8 months old!
Engine started to miss so took it in and left if for a day, picked it up that night and engine stopped on the way home!
Took Sorrento back to motorama Kia dealership at moorooka the next morning and has now been sitting in their yard waiting for parts over 4 weeks now and they think the part may arrive 2 days before Christmas which makes it 7 weeks waiting for one part!
The care factor from motorama is 0%.
Kia advertise their 7 year warranty as a selling point but its not worth the paper its printed on !
Be aware !
ROADSIDE ASSISTANCE ISN'T VERY GOOD
I phoned KIA dealership, and the receptionist put me through to a incorrect number to start with because she didn't know what Roadside Assistance Number was? and then finally when they got here.
I waited around one hour for the KIA Roadside Assistance mechanic and then we he got here, he realised that he required to head out and find a larger more stronger jump starter for my car because my battery was too flat (at least that's what it sounded like what he said)...still waiting for him to come back?? Cmon Kia, where's the quality in your roadside assistance???
Very happy to find a good dealer ship with a helpful sales person !
Hi everyone ! If you thinking to buy a new car or even a used one from KIA I just deeply recommend to
go to the Lakeside KIA dealership you will be happy to get your next car !!!!!
The reviewer stated that an incentive was offered for this review
Worst customer service I have ever experienced
I run my own business and have been a general manager in a national company and I have never experienced as poor customer service as I have received from KIA Australia.
Usually in these circumstance I would detail the issues but in this case I believe it is of little use as KIA will probably not do anything about my issues as they have not to date.
This is only the second time in my life I have written a review it felt it was needed.
KIA spends so much money of advertising and marketing but there seems to be a total disconnect between sales and customer service.
Great Service Awesome Car
I would like to take this opportunity to thank you and your team on steller service yesterday the 17 th of October.
I must admit that when I saw the orange Stinger on the drive of the dealership I had to turn around and come learn more about the car. After driving the Stinger I was completely wowed, not only by the performance , but by the tech, comfort and looks of the GT. ( the pricing is awesome)
I was so wowed I decided( after the test drive) to purchase the GT in Black. Unfortunately the stars did not align and I had to cance...l said purchase. However I can honestly say I will , in the next 12 months come and fetch my Black Stinger GT. Once again, if it was not for the Orange GT in the drive I would never have stopped and taken the GT for a test drive , nor would I have experienced your and your teams great service.
Kia Ferntree gully
Tried three attempts to get my car in for a service, I should have given up there and then, I even called by...tried phone, e-mail and eventually on-line chat got me the booking, however they never call back, frustrating to say the least. I should have followed my instincts and stayed away, I will not be going back...Service schedule was not followed and explanations as to why were weak and no excuse. Senior customer service did call afterwards to try and rectify, but guess what, they never call back, again poor communication from these guy's. ...Pricing is high for a standard service and no map updates (I'm sorry sir you have to pay extra for those) unacceptable to your customers. You have lost me and to cap it off please don't bother to call, I'm sure that will suit you well...
Excellent service to sell you a Car...... But that's where it stops!!!!!!!
Never owned a BRAND NEW CAR, so for my Birthday my Husband Purchased the Kia Sportage Platinum GT line in 2016 from Barramundi Group Darwin. Unfortunately the Customer service here was been Dreadful time after time. 3 times the car had been booked in to have warranty work done and when I have gone to pick it up, They have informed me that sorry the WRONG parts were ordered, not once, twice but 3 times........So we have to rebook the car in..... So frustrating time and time again and another day Taken off work. Another time I was charged ($1080...) by Kia for a $280.00 replacement headlight washer that I was quoted. On the Invoice from Smartleasing that paid this account it stated - "For bumper bar repair....? when I asked for the Invoice From Kia there excuse was sorry we are in the process of changing hands, and the Invoices are being Archived.... this went on for months and I am still waiting for the Invoice to be Archived out and Emailed to Me. Just recently Barramundi group was taken over by Darwin Motor Group, still nothing has changed. The customer service is poor and the parts guy not Much better, as clearly he's not sure what he needs to be ordering or this is just another cover up. You be the Judge. Unfortunately there is no Competition in Darwin, so there is a lot of "oh Well". WIll Be happy when we leave the NT.
Never buying a Kia again
My Cerato is a little over two years old now and I’ve realised from the start that the 7 year warranty was not worth buying the car for. I’ve had several minor issues (argument over promised free maps update that the ACCC ended up sorting out for me, repeated lag when accelerating, fuel cap sticking for the past year or so, underperforming Cruise Control), but every time Kia has been reluctant to acknowledge the issues. They usually say things like “oh yes, that’s normal for this car” or “we couldn’t find the problem so bring it back when it’s ...doing it again”. I’ve had it serviced in 3 different Kia service centres in Brisbane because each one was unhelpful, dismissive, failed to offer shuttle or loan car unless pressed, didn’t wash the car as they’re supposed to etc etc. The customer service manager in head office is rude and defensive. Last week I took a call from one of the service centres to ask why I hadn’t been back for my scheduled service and whether there was a problem. I said, very sweetly, that I’d had problems at all their service centres. He said “oh ok, I’ll put that down as you were unhappy with the service provided. Thanks. Have a nice day.” And that was it. Never again.
Great Customer Service
I have purchased a 2019 Kia Rio GT and expect delivery next week . Cant wait to drive my new sporty vehicle.
My dealership is Kia Lakeside in Caroline Springs and the Salesman Steve has been exceptional and very helpful throughout the process most of all wasnt pushy like other sales people i have dealt with. Thanks Steve you have made it an easy and painless experience.
Questions & Answers
Question: has this to anyone else re Werribee Kia and will you also take action over your privacy being abused and/or harrassment? Re employee of Werribee Kia - why would they harrass people and then break privacy laws by going onto CarSales and entering the enquirer's name and number (and wrong email, because they don't have it!) onto a whole lot of random car listings so that the person gets a heap of SMS messages from various Audi dealers and sellers. Luckily for the person that it has happened to they have family involved in law and criminal justice system, so the staff member - who it will be able to be proven made these enquiries, such things can be traced - and who broke privacy law can be dealt with. Please see Privacy and Data Protection Act 2014 (Vic). My question is why would a car dealership employee go to these lengths, just because someone asked an SMS enquiry about the location of a car and when they found out it was too far to go to in Werribee they were constantly called, SMS, harrassed even after asking for the contact to cease, and then have their privacy broken to make malicious enquiries with their phone number? Would like to know if others have gone through this and would also make a report to first the dealership and if no action, then VicPol.
We have a Kia Sorento 2012 Model. We went over on our service by 14 months. We went and had our 60000km service and I mentioned a couple of things that weren't running too well. When I collected it from it's service the same thing was happening still. Next day the car had to be towed back to the dealership and now they are saying we need a whole new engine rebuild because we left it so long for a service the oil separated in the engine and it has clogged it up which is why it's not running right. Also not covered by warranty because we went over on our service. They may be coming to the party for the parts. But we are still looking anywhere between 3-6 grand repair. Car has been there almost a fortnight already. Anyone else ever heard of this sort of thing?
Thankfully this hasn't happened to me first hand but I have heard the warranties are very strict. A friend told me that her oil was sludgy and that she was told that voided the warranty as if you were getting regular services that wouldn't happen. Tricky situation, I hope it all works out for you!
Hi Anne ,Sorry to hear about your engine issue. The car warranty terms are very strict with the service history and that's the first thing they check when you have a major issue like yours. If your service history is not kept up to date they won't honor their warranty terms. You can try the wreckers to check if they have a replacement engine or you can get it rebuilt done from any other place. The dealers are lot more expensive in terms or parts and labour . You can get couple of quotes from different workshops to choose the right ones.
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