Hyundai i20 1.2 litre Comfort 5 dr - Gross Negligence - Annual Service and MOT - Firmbutfair

How can we improve the standards of service given by car dealerships? I have experienced what I consider to be gross negligence from my car dealership when submitting my 5 year old i20 for its regularly observed annual service and MOT. The dealership moved to new premises in 2014 which included their own MOT test station. As usual, I booked the car in for the day whilst my wife and I went shopping in town and left the car for its annual service and MOT in late September 2016 at around 9am. They called my mobile at around 4 pm to say the car was all done and ready for collection. On arrival the servicing documentation seemed rather lacking - with 43,000 miles on the clock, I was expecting a detailed report on the state of wear on my brake pads and discs all round - all unchanged from new, but apparently the technician had made no report on these important items. I was told not to worry as the car had passed its MOT and received the pass certificate plus the exhaust emissions and brake test readouts. With this being a full annual service just before the 5 year warranty expired, I would have expected a detailed report on the whole braking system as I can only inspect the brake pad wear on the outer pads by viewing through the alloy wheel spokes whereas, surely the annual service would include removal of all the road wheels to enable a proper inspection and report to be made? As it turned out it was little more than an oil and filter change plus a wash and valet plus an on site MOT - even the engine oil was half way down the dipstick between Full and Min when engine was cool and levels settled on the driveway at home. The car has been utterly reliable since new and has exceeded my expectations in every way but the dealership experience really lets it down.

Edited by Firmbutfair on 23/05/2017 at 13:50

Hyundai i20 1.2 litre Comfort 5 dr - Gross Negligence - Annual Service and MOT - RobJP

Let me get this right

You seem to be complaining that "the oil level was halfway between 'full' and 'min' on the dipstick, after the service

If you took a few seconds to read your manual, I think you'd find that's exactly where it should be.

You also seem to be complaining about the service received - when that service was done 8 months ago. Your assumptions about what would be done on a 'full annual service' were wrong. Perhaps it would have been wise for you to ask EXACTLY what would be included on such a service, rather than assuming. You know, finding out in advance, actually asking questions, showing an interest.

But only complaining about that service - 8 months ago - now, and after the car has continued to be completely reliable in the meantime - appears to me to be the height of stupidity and petty-mindedness.

Hyundai i20 1.2 litre Comfort 5 dr - Gross Negligence - Annual Service and MOT - oldroverboy.

If the techie thought that there was insifficient material left on the pads or the discs were worn/scored he would have said so. No dealership takes off wheels anymore to check brakes,Kia charge £140 ish on my venga to do a brake strip and check.. Happy to pay that?

You could go to one of the chains for a free brake check and then be sold stuff you don't need.

Oil level correct.

And as wee robbie says ....8 months on...

Or you could go and ask the dealer....

Hyundai i20 1.2 litre Comfort 5 dr - Gross Negligence - Annual Service and MOT - Auristocrat

Hyundai, as with the majority of manufacturers, follow a servicing regime of an intermediate service at years 1, 3, 5, etc, and a full service at years 2, 4, 6, etc.

So the 5 year service would have been the intermediate.

When you booked the service did it not occur to you to check what was due to be done?

If you had wanted a full inspection of the braking system, you should have specifically requested this and presumably you would have been charged accordingly.

Leaving it for eight months before complaining is just nonsensical.

Hyundai i20 1.2 litre Comfort 5 dr - Gross Negligence - Annual Service and MOT - Firmbutfair

I agree RobJP- it does look bad doesn't it?

Thanks for the breakdown of major vs intermediate service - you are correct, the cost of the annual service was lower than the previous year but they had the car for over six hours and I had asked for a full service because I thought it was about time to inspect pad and disc wear etc.

However, on previous occasions, with this same dealership, albeit at their original premises, I have received a full report with traffic light colours to indicate any areas needing attention in the near to mid future, including not only tyre tread depths but brake pad wear and disc wear vs manufacturers safe minimums.

It had also become customary over the five years at this dealership, for the engine oil to be a few mm above the Full mark after the annual service, oil and filter change - to compensate maybe for the fact that this model uses about one litre of fully synthetic 5W-30 oil per 4000 miles and I have always topped it up before it reaches the Minimum mark on the dipstick. I am aware that 'overfilling' is bad practice but one assumes that the dealer knows what is permissible. I must also add that when booking the car in, I specifically asked for the usual full report as it was about to go out of the 5 year warranty period etc.

The dealers view that I did not need a detailed report on the brakes etc at 43,000 miles - because it had passed its MOT - is totally unacceptable and I told him so!

I also completed in early October 2016, a detailed feedback report on the Hyundai web based Dealer Service satisfaction survey and speciifcially asked for the dealership to contact me about my complaints but they did not.

Edited by Firmbutfair on 23/05/2017 at 14:53

Hyundai i20 1.2 litre Comfort 5 dr - Gross Negligence - Annual Service and MOT - SkodaIan

Is 'prepare detailed report on the condition of the braking system' listed in the service schedule specified by the manufacturer? I presume not, as I've never seen anything like that in the schedule of any car I've ever known. Therefore the dealer is hardly negligent as they are following the published service schedule of which you'll probably have a copy in the car's handbook.

The dealer will have followed this standard service schedule which will have included some kind of inspection of all the important parts of the car. For the brake discs and pads this will be a visual inspection of the discs for wear and pitting, and pads of how much is left before they reach the wear marker. It's usually possible to see the inside pads from underneath the car with a torch, so no need for them to remove the wheels. The condition will have been recorded as "Ok" on their inspection checklist, which indicates the brakes should be fine in normal use until the next scheduled service.

Some dealers of premium brands do a video report of the inspection now. My mate had one for his BMW, and as far as I could tell from watching it, the camera just made it less likely they were going to do a good inspection. The technician seemed to have to concentrate more on getting a good film and going through the scripted commentary for the customer rather than actually looking at the car.

Hyundai i20 1.2 litre Comfort 5 dr - Disappointing Annual Service and MOT - Firmbutfair

Thank you Skodalan, I think it was the complete abscence of any evidence of such a checklist that upset me - especially as I had asked for a brake report when booking the service and again on delivery to the dealership.

The inspection with a torch whilst up on the ramp sounds like an quick way of doing the inspection as wheel removal would be associated with periodic 'wheel rotation' and that was unecessary as the tyres were all renewed at 35,000 miles just before the previous annual service and MOT.

Also in view of all the above comments, I think I will withdraw the Gross Negligence claim and modify to 'very dissappointing annual service and MOT - failure to follow customer instructions'.

No longer a problem as I part exchanged the car in February 2017, and changed to a new dealership closer to home.

Edited by Firmbutfair on 23/05/2017 at 15:42

Hyundai i20 1.2 litre Comfort 5 dr - Disappointing Annual Service and MOT - RobJP

Hang on.

So you gripe about the work that was done 8 months ago ... yet you sold the car 3 months ago.

I do hope you informed the buyer of the shoddy servicing, and had the price knocked down accordingly. As you knew it was such a huge problem, failing to inform a buy could well be seen as fraudulent behaviour.

Hyundai i20 1.2 litre Comfort 5 dr - Disappointing Annual Service and MOT - scot22

The experienced and knowledgeable people who kindly share this on the forum are invaluable to people like me.

The benefits of a forum really should not be abused like this. I fail to understand OPs point unless trying to claim some compensation.

Hyundai i20 1.2 litre Comfort 5 dr - Disappointing Annual Service and MOT - galileo

The experienced and knowledgeable people who kindly share this on the forum are invaluable to people like me.

The benefits of a forum really should not be abused like this. I fail to understand OPs point unless trying to claim some compensation.

The OP's username is a clue to how he sees himself - a self description by Officer McKay in Porridge. (Mind you, possibly the OP was attempting to wind us up?)

Hyundai i20 1.2 litre Comfort 5 dr - Disappointing Annual Service and MOT - Firmbutfair

Posting any such gripe on the Forum is a bit like stirring up a hornets nest - it has been a very stimulating experience!

Hyundai i20 1.2 litre Comfort 5 dr - Disappointing Annual Service and MOT - Firmbutfair

Thank you to all those who have been patient and courteously enlightened me re my posting. Some of the adverse comments received were unexpected and they have reminded me why I stopped posting similar gripes on this forum back in 2014.

I guess in future it would be best for me to just stick to seeking advice only when required, keeping it short and simple and not get involved with personal feelings or opinions etc.

Perhaps I should have made my question of a more general nature re how to get consistently good service from a new car dealership over a number of years of ownership.

Fortunately, I have sufficient knowledge to check, inspect and monitor most safety and performance related aspects of my car on a regular basis quite independently of the dealers annual attention and only sought to share my recent experience as an indication that poor dealer service can so easily spoil the ownership experience of an otherwise excellent product.

Hyundai i20 1.2 litre Comfort 5 dr - Disappointing Annual Service and MOT - scot22

I apologise for misreading your intentions which were good. However, that is a problem with forums in that you can only go on how the text appears.

Sadly there are too many people nowadays, I personally know a few, who seek compensation for anything. This pushes up costs which are then passed on to the rest of us.

Hyundai i20 1.2 litre Comfort 5 dr - Disappointing Annual Service and MOT - oldroverboy.

an indication that poor dealer service can so easily spoil the ownership experience of an otherwise excellent product.

Exactly, I see your point, but it did look odd posting 8months on.

What did you buy though?

Hyundai i20 1.2 litre Comfort 5 dr - Gross Negligence - Annual Service and MOT - Avant

You've had some plain-speaking replies to this! I don't think any were offensive, although I wouldn't have used the word 'stupidity'.

Earlier this month I had a similar inspection service done on my Volvo - its first service after a year and 16,000 miles. I received a far more detailed report than I've ever had in 50 years of having cars serviced (this is my first Volvo), but even this just ticked OK against condition of pads and discs. Fine - I wouldn't have expected more.

If you have higher expectations of servicing, you need to ask when you book the service what sort of reports, if any you can expect. Bear in mind, though, that the more extra work of this sort that customers demand of garages, the more the cost of servicing will go up. (Well done again Volvo: my first three services are free.)

I'm sure that most of us over the years have been happy with a stamp in the service book. After all, anyone can tick up a list of tasks as 'done' or 'OK' - we have to take it on trust that the work has actually been carried out.

Hyundai i20 1.2 litre Comfort 5 dr - Gross Negligence - Annual Service and MOT - Engineer Andy

Odd about the brake pads wear condition - whenever I get my Mazda3 serviced at the local main dealer, they always (standard service sheet) give the wear percentage for the brake pads and shoes, as well as the tread on all tyres (left/middle/right hand side of each).

Am I missing something about this, given some posters have indicated this can't be checked with removing the brakes?

Hyundai i20 1.2 litre Comfort 5 dr - Gross Negligence - Annual Service and MOT - Firmbutfair

Odd about the brake pads wear condition - whenever I get my Mazda3 serviced at the local main dealer, they always (standard service sheet) give the wear percentage for the brake pads and shoes, as well as the tread on all tyres (left/middle/right hand side of each).

Am I missing something about this, given some posters have indicated this can't be checked with removing the brakes?

Thanks Andy - that is exactly what I had become accustomed to. With disc brakes all round - I can inspect my outer pads and check outer discs for wear and scoring with car on the driveway just looking through spokes of the alloy wheels - so it is not too much to ask for the dealer to put the car up on ramp/hoist and visually check the inner pads and disc surfaces with a work lamp from underneath the car. Putting the car up on the hoist for inspection is part of the MOT in any case so when the dealer has his own MOT Test station on the premises it seems reasonable for this sort of visual inspection to be done as a routine matter.

Edited by Firmbutfair on 24/05/2017 at 16:39

Hyundai i20 1.2 litre Comfort 5 dr - Gross Negligence - Annual Service and MOT - Firmbutfair

You've had some plain-speaking replies to this! I don't think any were offensive, although I wouldn't have used the word 'stupidity'.

Earlier this month I had a similar inspection service done on my Volvo - its first service after a year and 16,000 miles. I received a far more detailed report than I've ever had in 50 years of having cars serviced (this is my first Volvo), but even this just ticked OK against condition of pads and discs. Fine - I wouldn't have expected more.

If you have higher expectations of servicing, you need to ask when you book the service what sort of reports, if any you can expect. Bear in mind, though, that the more extra work of this sort that customers demand of garages, the more the cost of servicing will go up. (Well done again Volvo: my first three services are free.)

I'm sure that most of us over the years have been happy with a stamp in the service book. After all, anyone can tick up a list of tasks as 'done' or 'OK' - we have to take it on trust that the work has actually been carried out.

Thanks for your response Avant plus your comments - much appreciated.

Hyundai i20 1.2 litre Comfort 5 dr - Gross Negligence - Annual Service and MOT - NGR

And what did the dealer say about this ?

Hyundai i20 1.2 litre Comfort 5 dr - Gross Negligence - Annual Service and MOT - Wackyracer

If I were to pay a glass palace dealership to service my vehicles, I'd expect to get the visual health check sheet given to me at the time of paying.

When I bought one of my vehicles I found one in the glove box and this is it.

www.dropbox.com/s/oa41j4ntbkdxcb8/Van_Service_shee...0

If the vehicle has disk brakes it should be possible to see how much is left on the pads, if they are drums without inspection holes on the back plates then it won't be possible to give an indication of how much friction material is left without pulling the drum off.

Hyundai i20 1.2 litre Comfort 5 dr - Gross Negligence - Annual Service and MOT - Firmbutfair

Thank you Wackracer - that is exactly what I was expecting - a visual health check with the traffic light system to show condition and estimated percentage wear still left . Easily done up on a hoist/ramp as disc brakes are fitted all round. Re the 'glass palace dealership' - I quite understand but have been persuaded/encouraged to use the dealer for all servicing because the first 3 years of servicing was included free of charge and the so I stuck with it for as long as the 5 year warranty was up and running - after that I would choose my local Halfords service centre as they offer a comprehensive service and MOT for less than the main dealer prices and a very clear list of what is checked.

Hyundai i20 1.2 litre Comfort 5 dr - Gross Negligence - Annual Service and MOT - frankly

Halfords - I wouldn't, if you check previous posts on here you wouldn't.

Plus my experience of a simple tyre/nail problem where a thumb size chip on a year old alloy wheel resulted, not a chance.

Hyundai i20 1.2 litre Comfort 5 dr - Gross Negligence - Annual Service and MOT - Firmbutfair

Halfords - I wouldn't, if you check previous posts on here you wouldn't.

Plus my experience of a simple tyre/nail problem where a thumb size chip on a year old alloy wheel resulted, not a chance.

Thanks for the advice, 'frankly', I have not used them for several years. They did a good job of a brake disc/broken wheel stud repair on my son's old Peugeot 205 1.9 GTi. I was just browsing various independent service centres on the web and Halfords seemed to offer a comprehensive list of checks plus reasonable prices for Service plus MOT.

Hyundai i20 1.2 litre Comfort 5 dr - Gross Negligence - Annual Service and MOT - 72 dudes

I wouldn't use any of the fast fit places for servicing - many but not all are well known for advising the replacement of items which are not necessary. Blame branch targets and individual bonuses.

Better to find either an specialist independent (usually on more premium brands) or a trusted local garage which comes recommended.

 

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