Franky Gastelum

We've been waiting since 2023 for the replacement of a defective Kia Telluride stereo that failed during the warranty period. The Premier Kia of Carlsbad dealership was notified during the warranty period defective Kia Telluride stereo that failed during the warranty period. The Premier Kia of Carlsbad dealership was notified during the warranty period and we were assured that our warranty claim would be processed accordingly. Months passed without contact from Premier. We went to the dealership and sought the service manager, who kindly discussed the matter with us, explaining that several other claims had been filed and the dealership was waiting for inventory. We were encouraged by the service manager to contact Kia customer service to get a claim number, which might help the service manager negotiate a more timely delivery of the replacement unit. We contacted Kia Customer Service which suggested that our warranty claim was not timely filed, and they referred us back to Premier, while providing us a claim number. Some months later during a routine service, we again sought the service manager. He assured us that he would expedite the replacement, advising the service underwriter to make a notation on our account that he (the service manager) would handle it, presumably meaning that charges might be attributed to his cost center. We have tried to get an update from the dealership, on calls and through email, so we can schedule our next regular maintenance appointment at the same time as the stereo replacement, but have received no responses. We hold the people at this dealership in high regard, and we and our family and friends have generational connections to the place. There may be a problem with Kia HQ not being able to support its dealers with adequate parts supplies or an operational dysfunction in this particular dealership under new management, but something isn't right. They are great at the regular maintenance stuff, their prices have been very good, but warranty work - this example and a recent recall for a seat switch that can cause the vehicle to catch on fire - are not great. More

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