Hyundai, you failed me!

People who know me know I am blind to brands and allergic to big names. Why? I have always been cautious about being caught in a lifestyle I cannot afford. I am motivated away from pain, not towards pleasure. The first ‘brand ‘I was introduced to was the ‘iPod.' My friend had come back from a conference in the US, and he gave me a gift. He was so excited as he said, “Go ahead and open it!” I did and politely thanked him. He looked all confused, maybe a little disappointed. A colleague screamed in excitement, seeing my gift. “Hey, since you love me, you can give it to me, yeah?” He uploaded my favorite playlist, let me listen, and I was smitten for life. When I returned to thank my friend, he smiled, and we laughed about it. Despite becoming an Apple fan, I was still constantly convincing myself why I should get out of this‘ dependency’ on the iPod. But Apple has never failed me…Wait! That’s not true. There were times that I was dissatisfied, but the service people, with the pride of being on the Apple team, always knew how to make service recovery, which is the differentiator.

Being aware of my weakness in brand names, I thought this was the only brand I would feel loyal to, but...

I love my cars, every one of them. However, second-hand cars were not a natural choice but to life situation. I loved every one of them as they arrived. My favorite? My first turquoise 'Kancil' gave me the most adventures and memories that still give me hearty laughs. I was pretty determined with our local brands, Perodua and Proton, until I peeked into a showroom and set my eyes on the Hyundai Tucson in Bandar Sri Damansara showroom almost 16 years ago. The salesman asked me if I wanted to test drive, I said, “No. I can’t afford it.” He said it was ok. Just give it a shot. I did. I went home with a brochure which became my first dream and desire.

I practiced delayed gratification until 12 years ago when an opportunity to own a second-hand Hyundai Tucson presented itself. Again inherited, I drove it with the same excitement my first, the Kancil, gave me. I knew then that my following wheel would be a Hyundai Tucson, and this time I would have the liberty to choose him exactly how I wanted him. In 2016, it was time to choose. I test-drove all the SUV brands to satisfy my friends and husband, who were my advisors on why I shouldn’t buy Hyundai, and I tried very hard to be rational in all aspects. They did the same. Every time I test-drove another brand, they needed to test-drive my Hyundai Tucson. While none of them were convinced, they got tired. YES! My Hyundai Tucson won!?

I was elated! For the first time, I could choose my man. He came in a timeless golden brown color with vivid hues adorned with higher-range leather interiors and accessories. It was my dream car, and I promised to love him the way I had never loved before. I was on a project in Cyberjaya, and my drives were the most enjoyable as I cruised along the highway. When parked, he always stood out for being different and new, but the lack of his owner’s skills was often apparent in how he was parked.

I was getting ready to drive to my hometown, Ipoh, for Thaipusam to show him off to my older brother. As we left home, the stereo didn’t work. The children were disappointed. That was their excitement, the music, and the screenplay all the way. Thank goodness Apple kept us company. I was frustrated but hopeful.

After months of taking it back and forth to the workshop, I had learned how to live without the music and rear camera and all the luxuries I paid for painstakingly. If you think I was patient, I would say I trusted Joey, my service advisor, and the team, as they worked hard at resolving it. Finally, they changed the stereo. When I drove into Glenmarie, lo behold, I wasn’t the only one affected by similar problems. And for about a year, I drove in regularly with the same problems. This was all well within the WARRANTY period.

?The problem persisted and continues to persist. Beginning of 2021, the stereo gave way again. The touch button on the car handle fell off, followed by the brakes button that needed replacement. My hurts were deepening.??Joey tried very hard. My mum’s 11-year-old Proton was cooler than Hyundai Tucson. Eventually, the air cond broke down completely when I got them to check it again during my routine services. The next day, I was told that the compressor wasn’t working and needs to be changed, costing me a whopping RM3,400, including labor. I had to take it back to the workshop as the new air cond wasn’t cold, and the gas had to be replaced, AGAIN, even after the new air cond was installed.

Numerous calls and complaints, only to have Joey call to say, “I don’t know what to do. I got a response: “I am sorry this is not within the warranty period, even though I had complained when it was within the warranty period and they didn’t resolve it. I am still driving around without a stereo, and my parking skills have improved, and when I get into tight corners, I swear.

Since then, I have written in officially, hoping to get Hyundai to do right by their customer. To my utter dismay, all I received was this;

Dear Ms. Malar,

Reference is made to our telephone conversation this afternoon.

Kindly be informed that the warranty coverage for the audio is 3 years or 100,000km, whichever comes first. While warranty coverage for the Air Cond system is 3 years or 60,000km, whichever comes first. We regret that we could not accede to your request to claim the part under warranty due to beyond the warranty coverage.

Thank You.

Warmest Regards,

Customer Care Centre

Hyundai-Sime Darby Motors Sdn Bhd

Hyundai Customer Care

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It finally dawned upon me I had been CHEATED.?

I have raised my concerns well within the warranty period; we were embroiled in numerous challenges brought on by the pandemic, and being housebound due to numerous MCOs did not help either; I realize a global pandemic was conveniently used against me by Hyundai.??

I fail to understand how a Hyundai Tucson, rated as one of the top-notch SUVs, failed so badly in my situation. Hyundai- Sime Darby Motors Sdn Bhd (HDSM) has proudly splashed on its website the following?:

Hyundai-Sime Darby Motors Sdn Bhd (HSDM) has cared for every single Hyundai customer with great affection. Our sincere commitment to customer-oriented service is written in 'Hyundai Customer Promise,?‘The Promise shows that we always consider each customer a valuable driver and strive for customer satisfaction by offering excellent service.?

If you stay with Hyundai service, you will have an unforgettable experience with your drive.

"You are right, Hyundai-Sime Darby Motors Sdn Bhd (HSDM), I have stayed, and I have had an unforgettable experience with my drive, only NOT a positive experience as you have painted it to be. Mine has been an endless nightmare trying to sort out numerous failures which should not have happened within or after the warranty period, to say the least.?

Hyundai, your PROMISE to customers;

Where are you with your promise in my predicament? You have failed me with the first promise itself.

We value all our customers, and we commit to the following;?

Listen carefully and actively follow up on what you tell us.

In good faith, I bought my Tucson Hyundai in 2016 despite the damaging platitudes that many of my auto enthusiast friends used to dismiss the Hyundai Tucson. I went for it due to sheer loyalty and the reliability my previous Hyundai offered me for many years. This experience has left a bitter taste in my mouth; I have lowered my expectation with my current Hyundai, not expecting a ‘WOW’ factor, just a trustworthy, headache-free ownership experience. I have been sold a lemon, and Hyundai Motors refuses to take responsibility for it.??

You have FAILED me, Hyundai-Sime Darby Motors Sdn Bhd (HSDM); I know now that I will never buy a Hyundai again!