Inside door latch - snapped 2 hours after buying

[JChappy]

Anyone have any guidance - our rear door latch seems to have come disconnected inside the door - stuck in a fully extended position.

Sadly this was the first family ride in a 2 hour old car.

Anyone seen this occur? Have any advice? Waiting for a call back from the dealer - they are saying that service appointments are weeks out. That's not going to work for me!

Nothing like something broken to ruin the elation of the first new car in 14 years!

 

[Pappy]

Sorry to hear that. If you post some pictures, someone here can probably offer a temporary fix. Good luck and welcome to the community.

 

[JChappy]

I can get it to pull out a little more than this, but can't push it back to be fully closed. The door will open and close and the outside handle works fine. It feels like plastic, so I didn't want to force it too much and really break something.

 

[PittPa]

Things happen but how a dealership handles it is what makes the difference. I am sure after purchasing a new car at any high end dealer, the manager and your sales rep would do everything immediately to get you in and address the issue. At least they use to. Kia's foray into vehicles like the Telluride that compete with Audi, BMW, Lexus, and Mercedes hasn't quite matched the experience from service. That you have to hop on a forum for help as opposed the dealer taking you in the next day is evident. Your issue can be better addressed if you pulled the door panel off and started looking for causes, but as you said, in a brand new car is ridiculous. I would talk to your sales rep or manager and see what they can do with adjusted levels of urgency. And when they ask you to give them nothing but 10/10 on the post sales survey from corporate, perhaps something lower?

______________________________

 

[WhiteSX]

Things happen but how a dealership handles it is what makes the difference. I am sure after purchasing a new car at any high end dealer and your sales rep would do everything immediately to get you in and address the issue. At least they use to. Kia's foray into vehicles like the Telluride that compete with Audi, BMW, Lexus, and Mercedes hasn't quite matched the experience from service. That you have to hop on a forum for help as opposed the dealer taking you in the next day is evident. Your issue can be better addressed if you pulled the door panel off and started looking for causes, but as you said, in a brand new car is ridiculous. I would talk to your sales rep or manager and see what they can do with adjusted levels of urgency. And when they ask you to give them nothing but 10/10 on the post sales survey from corporate, perhaps something lower?

100% agree. Suggest the OP go direct to the Service Manger and skip the advisors at the service desk. Make it an immediate issue and ask for them to look at it while u wait. The Service Mgr needs to own the problem. Be firm and accomodating. I'm sure you'll get the results you want.

 

[JChappy]

Thanks for all the advice folks! We got the right folks engaged - good advice to get Sales and also Service Management involved. A part is now "on order" so we'll see!


J