QUOTE (pagusas @ Mar 4 2011, 05:13 PM)
my dealership is telling me because there is no official word from hyundai, or update issued for the radio there is nothing they can do at the moment. Suggestions?
Yes...I can at least share the way I did it. Essentially it's a combination of being reasonably pleasant, refusing to take "no" for an answer when you're clearly right, escalating your complaint every time you don't get satisfaction, and throwing in additional bits as you go along to make it clear you understand your legal rights and are not going to just go away because they ignore you.
First thing I did was email the salesman -- that got me nowhere, not even a reply of acknowledgment. For all I know he never reads his Hyundai email.
Three days later I emailed the General Manager and the two Owners of the local dealership. (they had all emailed me a big Thank You after I bought the car, and told me to reach out any time I had a question or concern - or wanted to buy another Hyundai, so I had their email addresses). If you don't already have their email, I suspect it's not too hard to get from the dealership. I prefer email to calls, because it leaves a paper trail with date / time stamps. Helps down the road... They told me to come right in to Service and they'd fix me up. Unfortunately, it was at my Service visit that I learned that, although they knew things weren't working right, there were no immediate fixes available.
I steamed over that for a couple of days, and then wrote to Hyundai Consumer Affairs. Very easy to locate. Go to the Hyundai USA website contact us page:
I did NOT use the form to fill out a complaint, as I wouldn't have had a good audit trail. Instead, I opted to use the email address that's on the same page: email@example.com
When I sent the detailed story, I got a reply back in about 6 hours -- not automated, as they had apparently looked me up, found the dealership associated with my name, etc. They assigned me a case number and assured me the local Regional Office would work with the dealership to rectify the problem. Well...I played telephone tag for a month with "Ron" out of the NJ Consumer Affairs office, and was rather disappointed when we finally connected, as he spent the entire time dismissing my complaint and telling me that the problem wasn't Hyundai, it was either T-Mobile (my carrier) or RIM (the manufacturer of my Blackberry). I explained how, based on my 30 years IT industry experience, I had determined very clearly that it was NOT my phone, but in fact the car's bluetooth implementation -- but he refused to budge and told me to get a new phone and to avoid blackberry's.
I wrote a big angry letter once again to the owners and the general manager of my local dealership, and went so far as to point out that the website clearly showed my phone being 100% compatible with the Bluetooth in the car -- and i included a screen shot so they'd know I had one handy for future use if needed... I used the kind of terms that might make their attorneys smile, such as "I made the $24,000 purchase of the Sonata based largely on Hyundai's representation of the compatibility of the car and my blackberry (among other high end phones)", and that I was distressed that Hyundai didn't seem to feel it necessary to honor this representation. I also noted that this was a concern, because the products were sufficiently compelling so that, aside from this problem, I'd be considering purchasing a new one to replace my wife's aging Altima in a couple of years, perhaps my son and daughter would be looking at these in a few years, and that I'd be considering moving to a Genesis or Equus in 3 or 4 years --- if I felt I could trust the manufacturer...
In the end, I have no idea what got things in motion again, but 2 days later, I got another call from Consumer Affairs -- this time from someone else. I missed the live call, got a message, but this time the tone was far more conciliatory and the message was that he wanted to talk to me about resolving the problem I was experiencing. The same day the dealership called, and things have been moving very quickly ever since.
I suspect the needed formula is a combination of persistence, refusing to take "no" for an answer, knowing your rights, and consistently escalating past the last person who said No to you.