Bad Shock on a 2020 SX with factory towing package

[jw_tx21]

This is why I love forums. You get to see that "you're not crazy"...LOL. As for my experience, first I had to see if there was something I was doing wrong. I can tell you, I ended that thought quickly. Then I started asking my passengers, "do you hear that"? Of course every time I turned the radio down and shooshed everyone and said listen, the noise(thump) was non existent. I have a '20 SXP and just hit 14K~ miles but I have been hearing the thump/knock for close to 6 months now. I've kept all my current maintenance appointments but I've been slow to mention it to the dealer since I expect a back and forth situation that I didn't have the time and energy for. Especially with Covid and making appointments. That has all changed now. I see that this "issue" is REAL and I want my ride fixed.


I do have some questions for all. Based on all the posts, does it seem to happen to the driver side shock first? Is this mainly happening to 2020 models? Has anyone done any mods to their rides as far as wheels, exhaust, or pedal response? I'm not trying to place any blame, I'm just trying to gather all of my possible responses in case the Kia dealership I go to tries to give me the song and dance.

Just have them replace both. They need to be done at the same time. These self-leveling wear early. Ride quality will improve.

 

[Sportshot2]

I thought from the first day that are 21 XP with towing package had a thump. But it is my wife’s daily driver and she didn’t seem to hear it. I towed a 2500 lb trailer twice in the next 8 months and the self leveling suspension seemed fine. The third time I towed the same trailer the rear suspension was banging as I drove down moderately bumpy roads.

The first tech that I drove around didn’t think there was a problem, the next day I went back and a different tech rode along while I pulled the trailer, he agreed there was a problem. Took ten weeks to get the replacements but after they were installed the original thump I heard from the beginning was gone. Try different dealers and try to contact the Service Manager before taking it in.

 

[BabyRide]

I thought from the first day that are 21 XP with towing package had a thump. But it is my wife’s daily driver and she didn’t seem to hear it. I towed a 2500 lb trailer twice in the next 8 months and the self leveling suspension seemed fine. The third time I towed the same trailer the rear suspension was banging as I drove down moderately bumpy roads.

The first tech that I drove around didn’t think there was a problem, the next day I went back and a different tech rode along while I pulled the trailer, he agreed there was a problem. Took ten weeks to get the replacements but after they were installed the original thump I heard from the beginning was gone. Try different dealers and try to contact the Service Manager before taking it in.

It only took 10 weeks to get your replacement shocks? My dealer has had them on order since October with no ETA still.

 

[NDBlackEX]

It only took 10 weeks to get your replacement shocks? My dealer has had them on order since October with no ETA still.

Get Corporate involved if you haven't already. My first one took 5 weeks the second was like 2 or 3.

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[BabyRide]

Get Corporate involved if you haven't already. My first one took 5 weeks the second was like 2 or 3.

After reading the forums, I'm on the phone with them right now. Thanks!

 

[BabyRide]

After reading the forums, I'm on the phone with them right now. Thanks!

A 20 minute phone call with KIA corporate and magically the parts are available and I'm scheduled for an install next week. Coincidence?

 

[BabyRide]

A 20 minute phone call with KIA corporate and magically the parts are available and I'm scheduled for an install next week. Coincidence?

Rear shocks and struts replaced! No more creaking noise but now a new noise. Dealership said they contacted Kia corporate who said they need some kind of sound dampening parts installed (can't remember the exact part name).

 

[2020Telly]

Rear shocks and struts replaced! No more creaking noise but now a new noise. Dealership said they contacted Kia corporate who said they need some kind of sound dampening parts installed (can't remember the exact part name).

Insulator?

https://static.nhtsa.gov/odi/tsbs/2022/MC-10206640-0001.pdf

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[BabyRide]

Insulator?

https://static.nhtsa.gov/odi/tsbs/2022/MC-10206640-0001.pdf

That's it! How'd you know/come across this?

 

[2020Telly]

That's it! How'd you know/come across this?

Go on this website Recalls | NHTSA

After you enter the vehicle scroll to the bottom and go to “Manufacturer Communications” look under “Suspension” when you find an issue expand it and look for the PDF under “Associated Document”. As of 2012 all manufacturers are required to offer Service Bulletins (not just recalls) online but weren't doing a good job, so the NHTSA.gov now lists them under Manufacturer Communications.

 

[BabyRide]

Go on this website Recalls | NHTSA

After you enter the vehicle scroll to the bottom and go to “Manufacturer Communications” look under “Suspension” when you find an issue expand it and look for the PDF under “Associated Document”. As of 2012 all manufacturers are required to offer Service Bulletins (not just recalls) online but weren't doing a good job, so the NHTSA.gov now lists them under Manufacturer Communications.

Thanks a bunch for this. I always wondered where the heck I could see TSBs. This information helps a ton when dealers claim there's nothing wrong.

 

[2020Telly]

Thanks a bunch for this. I always wondered where the heck I could see TSBs. This information helps a ton when dealers claim there's nothing wrong.

The NHTSA also has an app called SaferCar that you can save your VIN # into and it will notify you about recalls.

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[Dillonsxp]

Just got my car service and complained about the rear noise. service guy hand no clue what I was taking about and said he never had a complaint about rear noise. As I was telling him the issue a shop foreman (head mechanic) walked in and over heard our Conversation and said, yup it’s the rear insulator he will replace both, but has to be ordered and they order two of top insulator. Will be in in 5 days hopefully that fixes the issue .

 

[2020Telly]

Just got my car service and complained about the rear noise. service guy hand no clue what I was taking about and said he never had a complaint about rear noise. As I was telling him the issue a shop foreman (head mechanic) walked in and over heard our Conversation and said, yup it’s the rear insulator he will replace both, but has to be ordered and they order two of top insulator. Will be in in 5 days hopefully that fixes the issue .

I'm guessing the service advisors aren't directly incentivized by warranty claims, so many probably don't stay on top of the TSBs and recalls. They make commission on selling the customer billable stuff, while the dealership and mechanics might get paid by Kia for TSBs and recalls. The service advisors who make good commission probably do stay on top of this and realize that if they can get you back in the door as much as possible, at some point they will be able to convince more people when they say, "I was able to get this done for free for you, so while you are here we can take care of this other thing for you." The ones that make good money probably also get indirect incentives by high customer satisfaction score on the surveys and they might realize that fixing something for free probably puts people in a better mood to score high. The advisors working on commission looking for whales are probably not looking for the small wins and don't get the bigger picture of customer service. Completely backwards of a good service business model building customer loyalty.

 

[BabyRide]

I'm guessing the service advisors aren't directly incentivized by warranty claims, so many probably don't stay on top of the TSBs and recalls. They make commission on selling the customer billable stuff, while the dealership and mechanics might get paid by Kia for TSBs and recalls. The service advisors who make good commission probably do stay on top of this and realize that if they can get you back in the door as much as possible, at some point they will be able to convince more people when they say, "I was able to get this done for free for you, so while you are here we can take care of this other thing for you." The ones that make good money probably also get indirect incentives by high customer satisfaction score on the surveys and they might realize that fixing something for free probably puts people in a better mood to score high. The advisors working on commission looking for whales are probably not looking for the small wins and don't get the bigger picture of customer service. Completely backwards of a good service business model building customer loyalty.

Exactly why for 4 months my dealership told me shocks were on back order, then one call to Kia Corporate and they were replaced in less than a week.

 

[BabyRide]

Exactly why for 4 months my dealership told me shocks were on back order, then one call to Kia Corporate and they were replaced in less than a week.

After waiting a month, I called my dealership yesterday to check on status of the shock insulators which I was originally told were in stock in Atlanta and would take 7-14 business days to arrive. I was told they were on back order and they had no way of telling when they would arrive. I voiced my concern as this beginning to play out just like my shocks being back ordered for 4 months but one call to Kia Corporate and suddenly they became immediately available. The service advisors response....you can call Kia Corporate if you want and maybe they will be able to do something. Wow! This is the second Kia service dealer I've used in my area that has offered a terrible service experience. I'm hoping another call to Kia Corporate will get the issue resolved. Then, I'll be trying yet another dealership for service. At this point, I'd think twice about buying another Kia strictly due to the lousy service I've received.

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[jayscofield1]

Good morning, couple questions??

We are dealing with this issue now, car is 23 months dealer says its wear and tear and not covered even though they admitted it’s an issue on the telluride. Frustrated with them. It’s obviously premature wear and tear and the shock mounts are bent also they said. My drives this car 98% on the highway and it’s never been off road or even on a dirt road my wife babies her car.

We asked to put regular shocks they said they can’t which I know is BS. Can anyone name drop what dealer did this for your telluride so I can tell them others are doing it.

Does anyone know if they corrected this issue on the 2022s we were about to trade in anyways. If not may leave that option off the next one.

 

[NDBlackEX]

Good morning, couple questions??

We are dealing with this issue now, car is 23 months dealer says its wear and tear and not covered even though they admitted it’s an issue on the telluride. Frustrated with them. It’s obviously premature wear and tear and the shock mounts are bent also they said. My drives this car 98% on the highway and it’s never been off road or even on a dirt road my wife babies her car.

We asked to put regular shocks they said they can’t which I know is BS. Can anyone name drop what dealer did this for your telluride so I can tell them others are doing it.

Does anyone know if they corrected this issue on the 2022s we were about to trade in anyways. If not may leave that option off the next one.

There's a TSB out for the rear self leveling shocks now. They shouldn't be giving you any grief. I recommend calling kia corporate. That may stimulate the situation. Going to another dealer if that's an option would be something else to look into.

 

[BabyRide]

Just got my car service and complained about the rear noise. service guy hand no clue what I was taking about and said he never had a complaint about rear noise. As I was telling him the issue a shop foreman (head mechanic) walked in and over heard our Conversation and said, yup it’s the rear insulator he will replace both, but has to be ordered and they order two of top insulator. Will be in in 5 days hopefully that fixes the issue .

Have you received the insulators yet? I talked to Kia corporate last week because I've been waiting since March and they confirmed the parts are on back order with no ETA.

 

[jayscofield1]

There's a TSB out for the rear self leveling shocks now. They shouldn't be giving you any grief. I recommend calling kia corporate. That may stimulate the situation. Going to another dealer if that's an option would be something else to look into.

Thank you, we called corporate and spoke to 5 different people same answer it’s wear and tear your outside the warranty. We do have high miles for 23 months but my wife drives on the highway for work and we live 2 min off the highway. She hardly even has the kids in her car. The thing is in immaculate condition other than the BS self leveling rear shocks.