The customer called the Dorschel KIA Service Department with a concern of a humming noise coming from the vehicle at all speeds. The KIA Service Manager set an appointment with the customer on 7/20/16 to address the concern, and provided a free loaner vehicle for the day as requested by the customer. Upon inspection and test drive of the customer’s vehicle, the technician noted the noise was coming from “cupping”, or uneven tread condition on the tires. The customer was notified that the tire condition was abnormal, as she had completed her maintenance as specified by her maintenance contract. The KIA Service Consultant advised the customer that she would need to contact the tire manufacturer, as the customer had not purchased any tire care plan. As stated by the customer, the manufacturer was not willing to help her directly. Communication at this point changed from the customer to her boyfriend. The KIA Service Manager advised at this point that the vehicle was safe to drive, and although the tread on the tires is “cupped”, there was still sufficient tread remaining and there would just be some road noise to deal with. The KIA Service Manager and Parts Manager communicated concern to the tire manufacturer on the customer’s behalf. The tire manufacturer requires certain details such as pictures and tire depth measurements. The KIA Service Manager called the customers boyfriend at the beginning of August and asked them to stop in to the KIA Service Department so that we could gather the needed information. The boyfriend stated that would be very difficult as they live a distance away and have a very busy schedule. The KIA Service Manager then suggested that the customer/boyfriend take detailed pictures of the tires and email them to us and we would proceed from there. The pictures have not been received from the customer as of 8/16/16. There is a process that must be followed when asking for warranty assistance from the manufacturer. We are more than willing to help the customer, but we must get the information requested by the tire manufacture.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
The customer called the Dorschel KIA Service Department with a concern of a humming noise coming from the vehicle at all speeds. The KIA Service Manager set an appointment with the customer on 7/20/16 to address the concern, and provided a free loaner vehicle for the day as requested by the customer. Upon inspection and test drive of the customer’s vehicle, the technician noted the noise was coming from “cupping”, or uneven tread condition on the tires. The customer was notified that the tire condition was abnormal, as she had completed her maintenance as specified by her maintenance contract. The KIA Service Consultant advised the customer that she would need to contact the tire manufacturer, as the customer had not purchased any tire care plan. As stated by the customer, the manufacturer was not willing to help her directly. Communication at this point changed from the customer to her boyfriend. The KIA Service Manager advised at this point that the vehicle was safe to drive, and although the tread on the tires is “cupped”, there was still sufficient tread remaining and there would just be some road noise to deal with. The KIA Service Manager and Parts Manager communicated concern to the tire manufacturer on the customer’s behalf. The tire manufacturer requires certain details such as pictures and tire depth measurements. The KIA Service Manager called the customers boyfriend at the beginning of August and asked them to stop in to the KIA Service Department so that we could gather the needed information. The boyfriend stated that would be very difficult as they live a distance away and have a very busy schedule. The KIA Service Manager then suggested that the customer/boyfriend take detailed pictures of the tires and email them to us and we would proceed from there. The pictures have not been received from the customer as of 8/16/16. There is a process that must be followed when asking for warranty assistance from the manufacturer. We are more than willing to help the customer, but we must get the information requested by the tire manufacture.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]