Customer service issues with new 2021 Telluride

[DWilli]

I conducted a lot of research and several test rides before deciding on the KIA Telluride. We were very excited to pick up our new vehicle on Aug. 31. When we arrive at Freedom Kia in Morgantown we noticed a defect in the dash. The service manager assured us KIA would " make it right". We discovered on the way home that evening the Heads Up Display was not functioning either. Both issues should have been discovered in the factory inspection of the vehicle and the dealer pre delivery of the vehicle. We made an appointment to have the dash replaced on Sept. 18th at which time the tech. advised the wiring harness for the HUD was defective and a new one would arrive the following week. It did not! On Sept 24th the service manager called to advise the wiring harness would not arrive until Oct. 5th. I tried to contact KIA customer service(web site) 2 times from Sept 24 to Oct 05 and received the same automated response " someone would contact me shortly", no one bothered. Now it is Oct 7th and the service manager calls to advise the wiring harness has not arrived and KIA will not even provide an estimated date.
The excitement of purchasing a new KIA Telluride has become a major source of frustration. I cannot get an answer if or when my new vehicle will be repaired, and KIA customer service will not contact me. In a few days my first payment will be due and during the first 45 days, KIA service dept. has had the vehicle longer than I have, and they continue to have it.
Anyone else having these issues? What have you been able to do?

 

[Kwim]

Yes, the main problem of Kia is not defects, now everything is done through the ass, the problem is how they react. And the Kia has big problems with reaction.

The build quality spoils all the positive experiences.

I really like the car, but the build quality is very low and does not correspond to premiums, even in the middle price segment. Apart from the fact that the led strip of light did not work in the driver's door - I made it myself, they forgot to connect the wire at the factory. I just do not...

tellurideforum.org

 

[MarcinTexas]

I conducted a lot of research and several test rides before deciding on the KIA Telluride. We were very excited to pick up our new vehicle on Aug. 31. When we arrive at Freedom Kia in Morgantown we noticed a defect in the dash. The service manager assured us KIA would " make it right". We discovered on the way home that evening the Heads Up Display was not functioning either. Both issues should have been discovered in the factory inspection of the vehicle and the dealer pre delivery of the vehicle. We made an appointment to have the dash replaced on Sept. 18th at which time the tech. advised the wiring harness for the HUD was defective and a new one would arrive the following week. It did not! On Sept 24th the service manager called to advise the wiring harness would not arrive until Oct. 5th. I tried to contact KIA customer service(web site) 2 times from Sept 24 to Oct 05 and received the same automated response " someone would contact me shortly", no one bothered. Now it is Oct 7th and the service manager calls to advise the wiring harness has not arrived and KIA will not even provide an estimated date.
The excitement of purchasing a new KIA Telluride has become a major source of frustration. I cannot get an answer if or when my new vehicle will be repaired, and KIA customer service will not contact me. In a few days my first payment will be due and during the first 45 days, KIA service dept. has had the vehicle longer than I have, and they continue to have it.
Anyone else having these issues? What have you been able to do?

There have been hundreds of new owners on this forum posting about their delivery experience and pictures of their new rides. This is the first I have heard of something like this. Pretty rare. Really sorry to hear this happened to you.

 

[DWilli]

There have been hundreds of new owners on this forum posting about their delivery experience and pictures of their new rides. This is the first I have heard of something like this. Pretty rare. Really sorry to hear this happened to you.

Glad to hear it's rare. We really like the vehicle. I am sure we would like it even more if we had possession of it and could drive it. Sorry just very frustrated.

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[claybakin247]

Another disturbing example of Kia‘s poor quality CS. I would not waste any time bringing in the big guns were I you. Further along in the thread below is yet another sample of an owners nightmare with Kia’s CS people.

Transmission Issues

Hello all. I’m at 1100 miles and the transmission is sputtering at low speeds and completely missed gear after a stop sign earlier today causing a rev but no reaction. Any thoughts?

tellurideforum.org

Read the last several posts about how he has had to get his States AG involved. I hope it doesn’t come to that for you but I’d not hesitate if this gets dragged on much longer. Good luck!

 

[claybakin247]

@DWilli

PS I’m a WV resident (EP) and assume you are too? I hear our AG Patrick Morrisey doesn’t pull any punches!

 

[DWilli]

@DWilli

PS I’m a WV resident (EP) and assume you are too? I hear our AG Patrick Morrisey doesn’t pull any punches!

My next stop, hoping not to have to escalate this just to get KIA to ship a replacement harness...... Good to hear from another WV resident. I am on the Ohio river side.

 

[claybakin247]

@DWilli Please keep us posted! I will not be ordering until after the first of the year and am watching this forum very closely.

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[DWilli]

@DWilli Please keep us posted! I will not be ordering until after the first of the year and am watching this forum very closely.

will do.

 

[Taketime]

I was not happy when I picked my 2021 Telluride up in Aug. After hearing some of the problems here I am almost embarrassed to mention the issues I had but it is another example of Kia's poor customer service. The customer service is way behind on a outstanding vehicle. After taking a test before taking delivery, we noticed there were only three valve stem covers on the tires. They were all different. The negative battery cover was near the latch to open the hood and the positive cover was left up. I made this known when I did the survey. A few days later I had to go back to the dealer and the sales manager said he saw my bad review. I told him I was only telling the truth. Just those minor things let me know someone did not prepare my vehicle for delivery. I was scheduled for an oil change when I took delivery for October.
After reading some reviews here of some other issues people had, I decided to do my own oil change. I have no confidence in their service department. I do not understand why Kia is not getting their service side up to speed when they have a hit on their hands. I hope I can find someone to service my vehicle other than Kia. Like another poster commented he only takes his vehicle to the dealer for warranty service. Based on DWwilli post above warranty service is an issue as well. Good luck to us all.

 

[DWilli]

KIA customer service continues to disappoint. I have spoken with three different agents, each time I have gone through the " your name doesn't match the VIN information" and each time I have been assured it is now corrected. I have yet to be contacted by my case manager "Jason". I have requested to speak to his supervisor and have been told I would be contacted. NO CONTACT FROM ANYONE.. Acting like you care is customer service 101. Was advised the replacement harness would arrive on 29 Oct. over 6 weeks after it was ordered. Dealership called 3 days ago stating the part arrived at service unexpectedly. Still no contact from KIA customer service. UNBELIEVEABLY FRUSTRATING !!!!!

 

[JP#]

KIA customer service continues to disappoint. I have spoken with three different agents, each time I have gone through the " your name doesn't match the VIN information" and each time I have been assured it is now corrected. I have yet to be contacted by my case manager "Jason". I have requested to speak to his supervisor and have been told I would be contacted. NO CONTACT FROM ANYONE.. Acting like you care is customer service 101. Was advised the replacement harness would arrive on 29 Oct. over 6 weeks after it was ordered. Dealership called 3 days ago stating the part arrived at service unexpectedly. Still no contact from KIA customer service. UNBELIEVEABLY FRUSTRATING !!!!!

I can understand your frustration with KIA Service. So now the replacement harness is with your dealership to install. Have they gave you timeframe to install the harness? Also, them pulling out the dash to install this harness I'm sure is a lot of work. However, you better check over all the dash lights, cameras, center display and alignment of the dash after completion. Wish you luck.

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[Taketime]

Please let us know how this works out for you. My only concern with the Telluride is Kia service technicians. I was not impressed with my delivery as well. The Telluride has been great the two months I have had it.

 

[Chuck4084]

All dealers and manufacturers try to limit warranty expense to some extent, some more than others. The only exception I've ever run across was in the early '90's when Toyota was launching the Lexus line. We purchased a 1990 LS400 and the Lexus dealer spared no expense making sure the car was perfect, even going so far as to replace all 5 tires at no charge when one of the tires developed a sidewall bubble at 10,000 miles. We owned Lexus cars continuously for the next 28 years, and now Lexus may be a bit better than other manufacturers, but not by much. I will say that after 40 years of buying new cars by far the worst experience I have had has been with Kia. In 2015 we bought a Kia Sedona and every time we have taken it in for service it has not been a pleasant experience. Between having to argue with the service advisor about proper service intervals (even though it is clearly spelled out in the owners manual) to bringing the car home after a service and having it leak several quarts of oil on my garage floor and being subjected to unbelievable high pressure when my daughter went there to buy a car I swore I would never again visit this dealer. Unfortunately here in Wichita there is only one Kia dealer so that means no more Kia's for me. Our local dealer is the main reason I never even considered a Telluride before buying my Palisade. Fortunately our local Hyundai dealer is top notch and is now servicing our Sedona. Kia makes some really great cars, certainly the Telluride is one of the best cars built today. But Kia corporate and many dealers still think they are selling cheap low margin cars and they can get away with treating their customers like feces. I hope you get your Telly back soon and can start enjoying it.

 

[DWilli]

I can understand your frustration with KIA Service. So now the replacement harness is with your dealership to install. Have they gave you timeframe to install the harness? Also, them pulling out the dash to install this harness I'm sure is a lot of work. However, you better check over all the dash lights, cameras, center display and alignment of the dash after completion. Wish you luck.

I have been advised the work will be completed by tomorrow afternoon. The owner promised he would personally inspect the dash replacement and check the functionality of all the systems. Fingers crossed.

 

[Kwim]

I can understand your frustration with KIA Service. So now the replacement harness is with your dealership to install. Have they gave you timeframe to install the harness? Also, them pulling out the dash to install this harness I'm sure is a lot of work. However, you better check over all the dash lights, cameras, center display and alignment of the dash after completion. Wish you luck.

the entire dashboard will not be removed, the instrument cluster and pads in the leg area will be removed.

@DWilli , be sure to check before delivery, take a photo and when you will pick it up. and then they are very fond of picking with metal tools.

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[DWilli]

the entire dashboard will not be removed, the instrument cluster and pads in the leg area will be removed.

@DWilli , be sure to check before delivery, take a photo and when you will pick it up. and then they are very fond of picking with metal tools.

Unfortunately there was a defect in the dash also and it is being completely replaced also. The replacement dash took a week to arrive, the replacement wiring harness took 5 weeks.

 

[Kwim]

Unfortunately there was a defect in the dash also and it is being completely replaced also. The replacement dash took a week to arrive, the replacement wiring harness took 5 weeks.

what about the dashboard, what is the defect? I missed this point.

 

[JerseySXP]

Can you see the HUD automatically when taking an SXP for a test drive or it has to be "turned on"?

Thanks!

 

[Frankie Knuckles]

Can you see the HUD automatically when taking an SXP for a test drive or it has to be "turned on"?

Thanks!

It’s there automatically. But there is a setting to to turn them on and off. Also the position and color can be adjusted.