Hyundai Service: What??

liuaq

My husband booked our Hyundai 10 for a full service/MOT over the phone and was quoted £299 for the service ( plus the "extra" that they talk you into) by the Hyundai dealer we bought it from.

The car is still under the 5 year warranty which is why we take it back to...won't name 'em but it's a major garage!

Anyway, they sent an mail to the "quick check in" last night quoting a price £200 more because the car is under warranty. What?

My husband queried it face to face this morning and they said that the price they gave over the phone was because they didn't know the car was under warranty...they should have, it would have been on their computer records.

I wasn't charged a premium like this the last two times they've serviced the car. What's going on?

Not the first time they've quoted me a price on the phone and the "quick check in" price is different...they didn't tell me that the "pick up" service was chargeable last time.

They can "do one" if they think that they are ever seeing my car again after this, if I'd known what was happening, I would have told them to put the warranty where the sun doesn't shine.

Sorry for the rant.

CliveOfIndia

Sounds very strange.  A service is a service, doesn't make a difference whether it's under warranty or not.  The only difference you should see is whether it's a Major or an Interim service.

Have you asked them to justify the price increase?  Do they do something extra if it's under warranty - something that's not strictly a service item, but an added extra (I dunno, something like giving the underside a clean and a coat of wax, something like that) ?  But even then, that's not required - the only thing you need to do to preserve the warranty is to make sure it's serviced as per the manufacturer's schedule.

You do have the option of using an independent mechanic.  As long as he's VAT-registered, uses genuine parts and services it as per the manufacturer's schedule, they can't invalidate the warranty.  There's always the argument that using a main dealer may entice them to offer more good-will gestures if something goes wrong that's not covered by warranty - but you don't have to use a main dealer to maintain the warranty.

sheslookinhot

Does it need extra work, brake fluid, gearbox oil etc ?

born_again

liuaq said:

My husband booked our Hyundai 10 for a full service/MOT over the phone and was quoted £299 for the service ( plus the "extra" that they talk you into) by the Hyundai dealer we bought it from.

The car is still under the 5 year warranty which is why we take it back to...won't name 'em but it's a major garage!

Anyway, they sent an mail to the "quick check in" last night quoting a price £200 more because the car is under warranty. What?

My husband queried it face to face this morning and they said that the price they gave over the phone was because they didn't know the car was under warranty...they should have, it would have been on their computer records.

I wasn't charged a premium like this the last two times they've serviced the car. What's going on?

Not the first time they've quoted me a price on the phone and the "quick check in" price is different...they didn't tell me that the "pick up" service was chargeable last time.

They can "do one" if they think that they are ever seeing my car again after this, if I'd known what was happening, I would have told them to put the warranty where the sun doesn't shine.

Sorry for the rant.

Please do..

They are talking total rubbish. A service under warranty is just the same as without.

Complain to the head of the company & also to Hyundai on this.

liuaq

Ta for your replies!

Unfortunately I've got a really bad cold at the moment and I'm a bit foggy.

My other half has been dealing with this and I'm getting things second hand.He is a man of few words and won't question them.

As far as I can gather, it's a "major" service and according to the Hyundai dealership site they charge £299 for one of those for a car out of warranty, which is what we were initially quoted.

The extra £200 is because the car is under warranty...for exactly the same thing?

It makes no sense and they have never done it before BUT if you go into the Hyundai site, they don't quite a price for cars under warranty! Why not, because are they are taking the "blank".?

Hyundai's big selling ploy was an extended warranty but it appears that they have changed the goalposts and want me to pay for ir? Puts them in the same league as Curry's when I buy a vacuum cleaner! Cheaper to do it myself!

To be fair, the garage may be at fault, Br**dleys, lol.I

Hubbiee has got to pick the car up because I don't trust myself  but I've written a "payment under protest" letter.

God, I hate the modern world, I just want other people to know.I'll keep you posted.

CliveOfIndia

liuaq said:

according to the Hyundai dealership site they charge £299 for one of those for a car out of warranty, which is what we were initially quoted.

The extra £200 is because the car is under warranty...for exactly the same thing?

Sounds like they're taking the wotsit to me.  Unless they can give you concrete justification for the extra cost, I'd be taking your business elsewhere in future.

Might be worth seeing if you can contact Hyundai themselves.  There may be a genuine reason for this (though I can't for the life of me imagine what it could be).  But if the garage are just trying it on, Hyundai might decide to reconsider whether they want that garage to remain part of their network.

Mildly_Miffed

My suspicion would be that they're not talking about "the same thing".

Warranty - Hyundai OE parts, Hyundai official service checklist.
Non-warranty "major service" - cheaper pattern parts, shorter generic list of work.

liuaq

Mildly_Miffed said:

My suspicion would be that they're not talking about "the same thing".

Warranty - Hyundai OE parts, Hyundai official service checklist.
Non-warranty "major service" - cheaper pattern parts, shorter generic list of work.

That's an interesting idea!
But £200? I'm going to side eye that garage.
Tbh, we only do about 3000 miles a year and the car is out of warranty at my next mot, so they can...........

Herzlos

Mildly_Miffed said:

My suspicion would be that they're not talking about "the same thing".

Warranty - Hyundai OE parts, Hyundai official service checklist.
Non-warranty "major service" - cheaper pattern parts, shorter generic list of work.

I'd assume a franchise dealer would always be using OE parts.

So I suspect the difference is either some kind of warranty extension or a more expensive service on newer cars due to complexity (described as 'in warranty'). Both seem like quite a stretch.

From another comment it sounds like the work has been done anyway, with the 'under protest' payment, so I think I'd go with that and then complain to the dealer and Hyundai independently and see what happens. For both you can point out that they knew when quoting it was under warranty, and that no explanation as to what the extra £200 is for.

liuaq

Herzlos said:

Mildly_Miffed said:

My suspicion would be that they're not talking about "the same thing".

Warranty - Hyundai OE parts, Hyundai official service checklist.
Non-warranty "major service" - cheaper pattern parts, shorter generic list of work.

I'd assume a franchise dealer would always be using OE parts.

So I suspect the difference is either some kind of warranty extension or a more expensive service on newer cars due to complexity (described as 'in warranty'). Both seem like quite a stretch.

From another comment it sounds like the work has been done anyway, with the 'under protest' payment, so I think I'd go with that and then complain to the dealer and Hyundai independently and see what happens. For both you can point out that they knew when quoting it was under warranty, and that no explanation as to what the extra £200 is for.

Hi; Hyundai gave us a telephone quote of £299 which seemed ok (we aren't into car mechanics) to stay within warranty.

The garage sends you an email 24 hours before the service so that you can "check in" online. It was at that point that they have us a quote £200 higher than the telephone price.My husband thought it was an error and took the car in anyway and left it! I would have told them that they had led us on and they could get....

The problem is the warranty: you get scared to go elsewhere in case you ruin it...and Don't they know it!

I feel that we are sold a lie when we buy any  big consumer goods. That we surrender our right to buy a product with a decent usable life j.e. Fit for purpose and that we should just dump it, buy again or pay through the nose for extended warranty and keep our fingers crossed.

They make us guilty to be consumers, talk about recycling and the environment and then expect  us to buy their new x or y because the quality is bad or there is a new colour or trim.

I'm old enough to remember when you bought something to do a job and it lasted, you could do basic repairs yourself and get spares.Now, we are stuck in a "no win" situation and the younger generation don't know any better.

CliveOfIndia

liuaq said:

The problem is the warranty: you get scared to go elsewhere in case you ruin it.

As mentioned earlier, as long as the work is carried out by a kosher garage to the standard prescribed by the manufacturer, any independent mechanic can do the service.  The law was changed quite some time ago to mean they couldn't invalidate your warranty purely because you didn't use a main dealer for servicing.

Aside from that, I know main dealers are expensive, but I find it somewhat strange that they'd jeopardise their status by adding on £200 for no reason.  Have you actually asked them what the price difference represents?  Don't accept "just because it's under warranty" - but if it's some sort of extended service or they change stuff they wouldn't usually change or whatever, then it may be legitimate.

Yes, you've still got the question as to why they didn't realise it was under warranty when they gave you the original quote - but at least that would be one question cleared up.