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Old 03-27-2016, 05:34 AM   #1 (permalink)
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Default Bad Customer Support after warranty period expires

My experiences with Suzuki after the 3 year warranty expires are extremely disappointing.
The large radio speaker (Subwoofer) on parcel shelf of our Suzuki Kizashi XLS has failed at only 45,000kms, now makes a bad distorted sound, so now we have to leave it unplugged to listen to the radio! - without the bass/ subwoofer
Suzuki confirm the part has failed and replacement cost (part only) is $525, and the Customer Service Manager, Suzuki Australia Pty Ltd has refused any assistance at all with the cost of this. Despite the car only having 45,000km and driven and cared for by an aged pensioner. Customer Service say that because it failed at 4 years 11 months, this is outside the 3 year warranty period, and have refused any assistance at all.
In my 46 years of owning cars, I have never had a radio speaker fail, and then for Suzuki Australia Pty Ltd to refuse any assistance at all leaves me extremely disappointed with how Suzuki Australia Pty Ltd threat customers after the 3 year warranty period expires.
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Old 03-27-2016, 07:53 AM   #2 (permalink)
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You bought a car with a 3 year warranty. After close to 5 years you have a speaker fail and expect Suzuki will replace it for free? I don't like your chances of that happening even under Australian Consumer protection laws. https://www.accc.gov.au/business/tre...ts-obligations

Have you always had it serviced by a Suzuki dealer? Things like that can make a difference with a dealer pushing to help you out. I also had a five year extended warranty offer sent out to me by Suzuki Australia- the only condition being I had it serviced by Suzuki dealers. (My Kizashi would be a similar age, but I'm guessing you didn't receive the same offer?)

I'd suggest buying the speaker from a wrecker and replacing it yourself. There are quite a few wrecked Kizashi's around eg. try Ebay.
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Old 03-27-2016, 07:56 AM   #3 (permalink)
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Quote:
Originally Posted by yoyo5757 View Post
......In my 46 years of owning cars, I have never had a radio speaker fail, and then for Suzuki Australia Pty Ltd to refuse any assistance at all leaves me extremely disappointed with how Suzuki Australia Pty Ltd threat customers after the 3 year warranty period expires.
PS: How did Suzuki Australia "threat" you as a customer?
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Old 03-28-2016, 03:52 AM   #4 (permalink)
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Confirming no luck with Suzuki Customer Service, they even told Fair Trading NSW that because purchase date was 2 months before new consumer laws commenced, that this is reason they will not assist. Their business ethics are dreadful.
Never had a car speaker fail in any car I've owned over the last 46 years, and for one to fail at only 45,000!
Thanks for the advice on wreckers yards
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Old 03-29-2016, 12:23 AM   #5 (permalink)
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Your previous cars probably haven't had such complex audio systems either.

See here for exactly what your Kizashi has fitted: 2010-2013 KIZASHI - 425W Premium 10 Speaker System | Rockford Fosgate®



Be thankful that most other systems in the Kizashi are archaic. It's scary how complex the electronic systems are in current model vehicles- adaptive cruise control, collision avoidance, self parking, voice control, one central screen controlling everything in the vehicle.... I'm in the process of buying a new vehicle and the prospect of something electronic going wrong post warranty is very daunting.

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Old 03-29-2016, 11:50 AM   #6 (permalink)
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It's usually happen, once the warranty expires they ignores customers. So it is very crucial to buy car from those dealers who used to provide good customers support even warranty period expires.
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Old 03-29-2016, 12:11 PM   #7 (permalink)
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I don't see anything that suggest the thread starter was ignored - far from it - reading the original post, where the thread starter knows the problem and the cost of the replacement, I get the impression that what he wanted was the subwoofer replaced at no or reduced cost to him, despite the vehicle being outside of the warranty period - he says in so many words that the manager refused "any assistance at all with the cost".

You have a three year warranty and just short of two years outside of the warranty period, you have a failure and expect it to be handled at no or reduced cost - that, in my opinion, is a ridiculous expectation - maybe if it had happened one month outside the warranty period, I might say the claim has some merit.

Early last year I went through the processes of buying a new car, and evaluating warranty coverage - Nissan was 3 year, 36,000 mile, Kia was 6 year, 50,000 mile "bumper-to-bumer", and 10 year, 100,000 miles on the power train.

Would I expect Nissan to come to the party if I had a subwoofer failure in year #5 - NO - but I certainly expect Kia to.

It's easy to criticize the dealers when you don't get the end result you want, but, are your expectations realistic? That dealer has to get approval from Suzuki or stand the cost of the repair/replacement himself - you don't want to put your hand in your pocket for the cost, but you expect him to.
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Old 03-29-2016, 06:06 PM   #8 (permalink)
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It's not like the vehicle has suffered some major mechanical fault and the owner has been left stranded with no vehicle.

The head unit/ stereo system even still works- just no subwoofer.
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Old 06-10-2016, 07:58 PM   #9 (permalink)
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Warranty is 3 years.

How difficult is that to understand.....

When exactly would you like the '3 year warranty' to expire??
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Old 06-11-2016, 09:19 PM   #10 (permalink)
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2 years AFTER the warranty expired and you want free replacement parts? Are you kidding?
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