Hyundai has responded. Well, Hyundai Fort Bonifacio, anyway, has responded. Suffice it to say that I am not only satisfied, I am extremely encouraged.

I brought my Philippine Hyundai Getz, Gina, to Hyundai Global City last Thursday for her 25,000km checkup. While checking her in, I asked Jay Doria, one of their service advisors and the most reliable fellow on the planet, about the bumper, reminding him about the almost three months I’ve had to wait for my Hyundai Getz’s repair. He was appalled, to say the least, and got some fellow on the phone right then and there.

I left Gina at HGC and went to work.

Three hours later, he called me to inform me that not only would Gina be checked into the repair shop for complete bumper repair that day, if I wanted it, but she would be out by next week, probably Tuesday. Together with the repair of a broken actuator that made my keyless entry useless. Together with my 25,000km checkup. She’ll be back in the same shape I had her – if not better – in when I had my October 2008 accident.

Now that’s service. PANALO.

The icing on my cake came this afternoon, however, when Hyundai Global City’s Customer Relations Manager Azelle Balleza sent me a letter via email apologizing for the entire fiasco. It turns out there was miscommunication regarding the parts. They apologized for not updating me regularly on its status, and assured me that Gina would be given priority for repair. (Never mind that it was addressed to Bob Deen, hahaha. Who’s he?) I’ve never met Azelle, but kudos to her! It’s never easy writing letters like what she did, but it came across very well. Everything negative I experienced the past three months melted away.

Hyundai Fort Bonifacio had a disgruntled customer and remedied the situation in less than a day. Sure, I was majorly upset for three months, but they did what they had to do. They took my Hyundai Getz in, promised to fix it, apologized for their “shortcomings” in communication, and gave me their word that she would be fine by next week.

I don’t hold grudges. In fact, how Hyundai Global City handled this situation can be a great lesson for other car manufacturers *Daewoo, cough cough* whose post-sales services leave a lot to be desired. Thank you, Hyundai. Friends ulit tayo!

… is inexcusable.

What kind of operation is HARI running here? Do you honestly mean to tell me that it takes two months to order a bumper from Korea and ship it to the Philippines? Hyundai makes cars, trucks, and buses; do they also make ships? Is it so difficult to pick up a phone and call me, or log online and shoot me an email, or grab a mobile phone and send me an SMS with an update?

This is unforgivable. I had my accident more than three months ago. I filed it at the end of October. I waited November. I waited December. It is now a third into January. This is ridiculous. I have texted and called Hyundai Fort Bonifacio and all I get is a song-and-dance about how the parts aren’t available. I have to call them; Lord knows they don’t call me.

I booked an appointment at Hyundai Global City for last Thursday, then I decided not to push through with it. They texted me later Thursday afternoon to ask about whether I was coming in for the checkup. I told them No then asked about the bumper. Hindi na sila sumagot.

Meanwhile, my Hyundai Getz’s left bumper is sinking lower and lower, with bolts slipping roughshod looser and looser. The left headlight is lower than the right; I’m afraid my alignment’s all messed up. Every day that passes by can cause more damage to my car! Is this some kind of evil plan for my insurance to expire so I have to pay the full PHP44,000 I was told it would cost to have everything repaired and replaced?

One of the parts needed was some kind of bar that holds my car’s engine in place. I have been driving two months now with a potentially damaged bar because there has been no replacement. When I asked about my bumper, I was told they could wire it in while we wait. I’m supposed to drive around with my bumper wired to the rest of my car? What kind of solution is that? Why not just use rugby or Mighty Bond?! Why not just rip my bumper right off?!

Listen up, HARI. I may be some random owner of your cheapest car on your roster, but I am still a consumer, and I love my car. I created a blog for Gina, and I testify to the virtues of my Hyundai Getz to the worldwide web because it’s a damn good car. I am a promoter of your business; I support you and defend you. This website is one of the most popular websites in the Philippines for the Hyundai Getz and even for Hyundai Philippines. If you can’t even take care of the people that love you, how do you possibly expect to make it all the way to #1?

I am going to keep my mouth shut for the next seven days. If I don’t get some kind of update from HARI or Hyundai Fort Bonifacio, I am going to write a formal letter of complaint, fax it to them, and cc the Consumer Protection departments of the Philippine Daily Inquirer, the Philippine Star, and the Manila Bulletin. I swear, Jay Doria is probably the only reason why I still trust Hyundai Global City, because the man has integrity, and it’s only the quality of my car that that’s stopping me from closing this blog down and selling her, because this kind of post-service from HARI – not necessarily HGC – is a very strong argument for leaving Hyundai.

I am so frustrated with HARI right now. This never happened to me at Toyota!

It’s a brand new year, fellow Getzers! I hope 2009 is accident-free, traffic-free, and worry-free for all of you!

To start the year off right, a full tank of Petron e10 fuel for my beloved Gina! Mmmmm. She’s due for a 25,000km checkup on Thursday. As usual, please expect a complete list of what they do at the Hyundai service center for 25,000, as well as the rates charged for it. I haven’t been very happy with the service from HARI in giving the folks at Hyundai Fort Bonifacio the bumper to fix up my Gina, but alas, such is the case when customers aren’t always right. Di man lang ako tinatawagan for updates. Grrr.