2007 Hyundai Entourage GS from North America
Good vehicle, poor warranty. Poor service
Prior to 70,000 miles the shifter would stick in park. The problem was intermittent. Sometimes the key would be stuck in the ignition. Because the key assembly and shifter are connected, I assumed that the faulty shifter was locking the ignition. When I took this to the dealer for a warranty repair, I was told the the warranty had expired. Even though the shifter is a critical part of operating the drive-train components, it is not covered by the 100,000 mile drive-train warranty. The dealer misdiagnosed the problem as a broken ignition assembly and charged me several hundred dollars to replace it.
The same intermittent problems continued. I returned to the dealer to complain, and then the dealer quoted me over $600 to fix a piece of broken plastic that was intermittently interfering with the shifter. Of course they refused to credit the money for the purchase and installation of the ignition assembly, which was probably fine to begin with.
When I escalated a complaint to Hyundai America, the best they could offer me was a 10% discount. I picked up the vehicle and completed the same $600+ repair at my local mechanic for $194.
I am convinced that the dealer made a mistake and was uncertain of the cause, so they decided to start replacing components until the problem was solved. This practice gouges consumers. Hyundai should stand behind their engineering. If something as basic as an automatic transmission shifter fails prior to 100K miles, they should cover it.
I own two Hyundai vehicles. Anyone familiar with good customer service would see the value in at least charging a fair price for the repair, even if Hyundai chose not to fully warranty the defect. $200 would have been acceptable and probably kept me as a repeat Hyundai purchaser.
Would you buy another car from this manufacturer? No
Review Date: 30th June, 2010
I am experiencing the same problem my Entourage. It has 66K miles, and this is the first problem I have encountered. Right now I can start it, but cannot get the shifter to move out of park! I am glad to hear that a more local mechanic can fix the problem, undoubtedly at a better price.