BREAKING NEWS!
Negotiations have resolved the situation and provided a release of our car!
Hostage for 5 months and 8 days waiting for a fuel pump.
Back on June 15, 2022 our 2014 Hyundai Santa Fe experienced a fuel pump failure. OK, things happen. the big surprise was the dealer informing me that there were no parts in North America and the wait for a part was 3-4 weeks! This is not good. It’s the start of the summer and for us that means lots of time at the cottage on Lake of the Woods, lots of driving, lots of hauling stuff in the car.
We bit the bullet and rent a car but a month later and $3,500 poorer, the rental car must go. Fortunately, a family member loans us a car so we’re not stranded at home.
Over this time there are many calls to the dealer, emails to Hyundai Canada and finally to the Hyundai dealer President and GM. The dealer calls were pretty much all the same, “next week but no guarantees”. Weeks would come and go, but still no part. The reason? The Supply Chain. Things are messed up, it may or not be manufactured, it may or may not be on a boat, it may or may not be on a dock, it may or may not be on a truck. End result, it’s not on my car.
On September 13, 2022 I get a response to my email to the Hyundai dealer GM. He explains all the steps he’s taken to get my fuel pump, explained the issues, expresses understanding of my frustration and handles the situation very professionally, I’m glad somebody has heard me and understands. He also offers to deliver a loaner car to our house and says the Service Manager will call and arrange it. About a minute after I get off the phone with the GM the Service Manager calls and asks if he can deliver the car now. Fifteen minutes later a brand new red Hyundai Venue with only 1,000kms is in my driveway.
Also, on the call with the GM he says the information he has now indicates the fuel pump will arrive September 19th and that either way he will call me back on the 19th. Well, no part and no call on the 19th but I got a call from my Service Rep today (21st) and he updates me that now the part might arrive in Toronto on September 28 and might be at the dealer on October 4, 2022. Again, no guarantees
Still frustrating but now I have my own hostage. 😜
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