I must say, my experience with Durham Kia has been - silkjennifer
I must say, my experience with Durham Kia has been nothing short of extraordinary. For the past four years, I've been grappling with an incessant car starting issue, which has left me stranded in the dead of winter on numerous occasions, sometimes for days in a row. It's not just the inconvenience but also the sheer frustration of dealing with this ongoing problem. I've been stranded over an hour and 15 minutes away from home, with roadside assistance offering no more than a mere 5km tow. Throughout this ordeal, I've visited Kia dealerships multiple times, seeking answers and a resolution.
My encounters with Kia dealerships had previously left me disheartened. I received explanations ranging from a problematic battery, to a faulty starter (twice, with less than two years between replacements), and even the baffling claim that my car's winter mat was obstructing the clutch. This lack of consistency and the absence of a long-term solution had eroded my trust in my car and in Kia as a dealership and car manufacturer. It felt as though there was no genuine commitment to fixing this persistent issue.
Fast forward to September 2023, after relocating to Durham, I found myself facing the same frustrating non-starting problem once again. At my wits' end, I contacted Kia's head office to share my long-standing dilemma. The initial customer service representative was compassionate, expressing a genuine concern and agreement that a resolution was warranted. However, when I was transferred to a second-tier customer service representative, things took a disappointing turn. This individual appeared inconvenienced by my call and shockingly asked, "What do you want us to do about it?" It seemed absurd to expect a company to stand by its product and rectify a recurring issue. This unhelpful representative directed me to Durham Kia, a move I approached with hesitation, given my prior experiences and the lack of interest in identifying and resolving the root cause of the problem.
My reservations quickly evaporated when I had the privilege of speaking with Matt at Durham Kia. I shared my entire bewildering story with him, half-joking that I was ready to return the car since an unreliable vehicle serves no purpose. Matt, unlike anyone I'd encountered before, truly listened to my ordeal. He lightened the mood with just the right amount of humor and shared a genuine desire to uncover the real problem. In our conversation, Matt candidly acknowledged that requiring a new starter three times in the short life of a nearly five-year-old car was highly unusual.
A day later, Matt called with an update. The technician had recorded the unusual sounds the car made during its failed start attempts and subsequently undertook a comprehensive investigation. They removed the starter and ran thorough tests, ultimately identifying the root issue. When Matt conveyed this revelation, I couldn't help but promise the "biggest, bestest review," and I sincerely hope this fulfills that promise.
Matt and the unnamed technician(s) at Durham Kia accomplished something remarkable. They achieved in a single visit what had eluded countless previous trips to various Kia dealerships over the course of five long years. Matt and Durham Kia have won my trust and faith, and I firmly believe that this level of service and dedication should be the rule rather than the exception. Oswane Bailey, you've got a star in Matt Teves, and I implore you to spread the word about this exceptional service far and wide. Durham Kia has demonstrated the commitment, competence, and dedication that every customer deserves. Thank you, Durham Kia, for giving me my trust and peace of mind back.
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