Friday, December 27, 2013
Hyundai Helping through Social Meda
Saturday November 14th I was driving to meet my brother in Ft. Wayne Indiana in my 2012 Hyundai Accent. When I arrived in Ft. Wayne I heard a grinding noise coming from the front passenger side wheel well. I immediately pulled over to inspect what I thought was something caught underneath my car. What I found was a piece of the aerodynamic underbody shielding had come loose and was dragging on the ground.
My Accent currently has about 3000 miles on it so my frustration level was quite high at this point especially since it happened on a road trip. I can be a bit obsessive about my car as my Fiancé Katelyn can attest to. Cooler heads prevailed and I tucked it back under the fender and moved on.
This certainly didnt stop me from tweeting about it (in the gallery you can see what I said). I knew the car was still under warranty so I hoped that it could be fixed. To some I know this sounds like a minor inconvenience but its a brand new car and I want to keep it as perfect as possible.
This happened on a weekend and understanding how Social Media usually goes I knew Id have to wait till Monday for any type of response. To my surprise though the CEO of Hyundai North America John Krafick direct messaged me on Sunday (see gallery) asking me what I thought happened. On Monday I received the info on how to contact Hyundai Customer Care.
Word was sent to the Central Region Customer Car and on Tuesday I received a call asking me who my local Hyundai dealership was. Hyundai then contacted the dealership and explained the situation to them. That afternoon I stopped in and had them throw the Accent on the lift and parts were ordered. This Friday I will take the Accent in and have the new part installed with no cost to me.
What happened here is a perfect example of how to use Social Media effectively to reach out to customers. Detecting a problem and handling it in a timely manner is key today to brand loyalty. Someone who uses Social Media as heavily as I do can truly appreciate this. Within a couple day I went from very frustrated to extremely pleased with how well Hyundai has handled this. I will continue to be extremely happy with my 2012 Hyundai Accent.
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