Today, the car got its annual service, and also passed its MoT for this year. All told, a much better process than last year – and, of course, a lot cheaper!
I did take it back to the same dealership to get things done, and they’re still as shambolic as ever, insisting on filling every slot in the workshop, rather than leaving anything free for people who need work (for example, if the car had failed the MoT today, they’d have had to book me in for work to be done, rather than having availability on the day) It’s a farcical situation – and similar to the bullshit system my GP is currently operating – and takes no account of things failing, or accidents happening. Deeply annoying, to say the least.
The thing is, despite me raising it every time I deal with them, they just don’t seem to understand that the servicing side of the business is just as much of a sales tool as any of the people on the shop floor (most of whom seem to spend their days just farting around, but that’s beside the point) The company – in this case, Kia – make a huge thing of their reliability, of their seven-year guarantee (so long as people follow the service routine, of course) which is great. But when I’m faced with a constant “Oh no, we can’t do [the work] on [that date], you’ll have to book something else” attitude, why on Earth would I buy a car that ties me in to that even more?
It’s something that would be so simple to fix – and something I’ve been told that they’ll try, but I’ve been being told that for three years now – but there just seems to be no real inclination to do it.
Still, my little car is doing OK, and as and when it does die, I just won’t get another Kia. Their loss long-term, not mine.
Following on from the post about the car’s heating system having packed up, I finally got it sorted just before Christmas.
As usual my dealership was a clusterfuck from start to finish – although there appears to be some light at the end of the tunnel on that one.
Initially, I asked them to have a look at what was wrong when I took it to get the brakes fixed. They ‘checked everything they could’ and couldn’t find a problem, but the heater pack is behind the centre console, and they hadn’t allocated the time to do that, so it had to come in again.
That happened on the 21st, at which point they told me it was “only a diagnostic visit – we’re just finding out what’s going wrong“, which was what I’d suspected might be the case, but regardless, my sense of humour started to fail. Because obviously that would mean a third visit for the same problem, which is just fucking ridiculous.
As it turned out, the problem wasn’t with the heating system itself, but with a cracked/fucked radiator that was leaking at a good pace. (The mechanic actually brought me through to the garage to show me) Apparently it was only doing so once the system became pressurised (about 10-15 mins into a drive), but still, fairly serious. And because the leak meant it was losing pressure, the heating system wasn’t working. So we needed to get that sorted.
Then they told me it couldn’t be done ’til December 31st, and my sense of humour utterly failed. I wasn’t nasty, but I was quite obviously pissed off that they were happy to send me home (a not insignificant distance) with a close-to-broken car, and leave it that way for ten days.
Fortunately, at that point the light at the tunnel switched on, and one of their people (a sales manager) suggested to the reception that they move some stuff around, so that they could deal with my car the next day. Not ideal, but far better than waiting ten days. Even better, he’d come and collect it from my house, get the work done, and bring it back. (Which also meant it would be their problem if it went pop on the way there)
And that’s what happened. I filled the rad with water before he arrived, to make sure it was as good as possible. The car got collected, fixed, and returned. (They fucked up the costs too, but that’s another story) And since then, it’s all been OK, so it does appear that the problem’s been fixed.
Once he brought it back, we had a chat about how the service department had really let down the sales side on this – when it went in for a pre-MoT service, they noted that it was virtually empty of coolant, but never looked at why; they missed the leaking rad in the MoT itself; when the brakes were being replaced and they were ‘looking at everything’, they didn’t notice the rad pissing water everywhere; and the ‘diagnostic visit and then return to get it fixed’ was bullshit.
As it turned out, they’ve listened to my previous complaints about these practices, and that sales manager is now in charge of the service department, and has been tasked with making it run better, with a more customer-focused attitude. It’ll be a challenge, but it was good for him to have been able to see exactly why he was needed, and what the problems are with the current set up.
I hope it works – they’re at least aware of the problem, and trying to fix it – but only time will tell.
Back in October when my car took its MoT, it came with a warning about needing new brake discs. Not urgent – it was a warning, not a failure – but still, it needed doing.
I was aware that, while still well within limits, they weren’t as good as they could be, so today I got the discs and pads replaced.
The difference is…. noticeable. I’m having to be a bit more careful with slowing down, because it’s all back to brand-new, and I was definitely used to the flawed and worn items.
I’m glad it’s sorted – it makes a big difference to things, and it’s something that’s not playing on my head any more, which is always a good thing.
Last week was an expensive one (and disappointing in some ways) with regards to the car.
Firstly, on Wednesday morning it failed the MoT test – three of the four linkages on the anti-roll bars were “excessively worn” (read “fucked”) and needed replacing. Slightly annoying/disappointing, but not unexpected at 160,000 miles. (And one of the linkages had a warning last year)
What was more annoying/disappointing was the attitude of the garage about it all, who told me they had no availability until a week on Friday (i.e. October 16th) in order to do the work. And that’s just shit.
The problem is that with the “new” MoT (it’s been around for a couple of years now, so ‘new’ is a bit of a misnomer) if the car fails, it’s not really supposed to be driven at all. With the time duration, I was OK to drive it home but then wasn’t supposed to use it again ’til it’s time to be repaired. And being stuck at home like that for ten days is not my idea of fun.
Fortunately, I had a way round it – albeit a potentially expensive one. Hire a car to use while mine was unavailable – and then it occurred to me that there’s a KwikFit on the same site, so I gave them a call as well, and organised it for them to look at my car and do whatever was necessary. Because it was later in the day, they said it might take time to order the parts, so it might not be done ’til Saturday (still a week earlier than the original garage could do) but that was fine. And of course it also meant I could legally get to the car-hire place!
So that’s what happened. Over to KwikFit, drop off the car and paperwork, collect the hire car, and home. All fairly easy, and a better alternative than being stuck at home, or facing any legal issues.
The next day, KwikFit gave me a call, confirmed the work, told me what it would cost, and it was all fine. So they said I could collect it Friday morning, including having re-taken the MoT test.
So all told, it could’ve been a lot worse.
The original garage have pissed me off though – I’ve had this issue before with their other dealership, and it’s frustrating. I’m happy that they’re busy, and I know there’s less availability because of social distancing and so on. All the same, if it were my business, I’d keep at least one workshop slot per day open for same-day and urgent repairs. That way these sort of things wouldn’t be a problem – and they’d show some customer service by being able to go “Oh, yeah, we can juggle this, we’ll do it today (or tomorrow at a push)“. Which would also mean the money from said work went into their account, not that of one of their competitors.
I get that they want to keep busy and maximise things, but the simple fact is that it’s cost them money – both in not having the money for the work and replacements I needed, but also in the likelihood of me going back there for any future work. Which is what makes it so sad and short-sighted.
Anyway, from my side it’s all fine, and the car’s taxed, MoTed and fully insured again.