Ever have an e-mail conversation with Artificial Intelligence (AI)? If it’s Hyundai in Shrewsbury you’re talking to, it’s great fun, entertaining, but absolutely useless in getting you information.
It all started when I began wondering why the EPS red light on the dash board came on every time I started the car….and never went off.
In the manual from when the vehicle was new in 2013, I learned that EPS means Electronic Power Steering. But all the manual said was that when light is on, it indicates a problem and power steering was not working correctly. That was the end of the information.
So I went on line and found the Hyundai EPS light staying on signified it was “crucial to have the system checked by a professional as soon as possible to prevent potential safety hazards.”
It explained the computer detected a fault in the system that used an electric motor to assist with steering, making it easier to turn the wheel. It gave a variety of potential causes, from a faulty sensor or software glitches to a battery or alternator issue. But it also suggested I check to see if it was recalled.
I did and it was.
So I called Hyundai, explained the situation, they checked, verified it was recalled, and made an appointment for me to bring the car to their garage in Shrewsbury a few weeks later. So much for immediate danger or concern.
That was my first experience with poor communications with Hyundai. Not knowing where the garage entrance was, I entered the showroom, where no fewer than four folks were sitting at desks, but none bothered to look up or see if I needed any assistance. Finally, one very nice gent not only greeted me but took me to the appointment Desk for the service department on the far side of the building and through another door. With no signs informing me of all this, I appreciated his help.
Once there, I was directed to go back and get my vehicle and drive it around for access to the service department.
After that, it was easy, quick, comfortable sitting waiting and enjoying their freshly prepared coffee the 90 minutes or so until they called to let me know the vehicle was ready. The EPS was apparently replaced, there was no cost and I could be on my way. After thanks and appreciation, I got in, started the car and voila! The EPS light on the dashboard was still on.
So I got back out, went back into service, explained the light was still on and was told that wasn’t part of the job. Don’t worry about it.
That worked until I remembered everything the Hyundai site had told me: “Be aware of safety implications: Driving with the EPS light on can make the steering heavier and harder to control, so exercise caution and seek professional help promptly. “
After a couple of weeks of this, I did think that heck, Hyundai should really have at least disconnected the little red light. How would I ever know if something was wrong again?
I decided to write the Service Manager to find out why the mechanic who replaced the EPS, if he really did, could not have disconnected the red light. But their website does not identify a branch manager or a service manager or anyone else by name. So I called the number on the website. Herein it got pretty amusing.
I did everything I was supposed to, I texted my name and my e-mail address and said I needed to know the service manager’s name and e-mail. Within seconds, I got a response: “Thanks for texting us, we will be with you shortly. In the meantime, please save our contact information….”
One minute later, I got another text, this from Jerry who thanked me for reaching out and assured me he would check with a manager about the service manager’s name and email and would make sure I got the info “as soon as possible.” And he thanked for letting him know about my experience. “ He also texted me that when I visit, ”our friendly team will greet you and help with everything.”
Well, since I felt AI would be smart enough to know the manager’s name and not tell me anything about an upcoming visit I had not mentioned, I texted back that “It hasn’t happened that way so far, so I’m not holding out much hope.”
Jerry wrote right back
“I hear you and I’m sorry it’s been frustrating. I’ll make sure your request gets to the right person so you can get the info you need. Thanks for your patience. I’ll be in touch as soon as I hear back.,”
Again, even AI doesn’t have any friends who know the service manager’s name. So I told my new AI friend Jerry : “It’s downright scary when it takes this long to find out the manager. That could be one of the problems.”
Undaunted, Jerry wrote back
” I get where you’re coming from. It should not be this hard to get a simple answer. I’ll keep following up and make sure you get the service manager’s info as soon as possible.” And again more thanks for keeping him informed.
That was 3:53 Friday afternoon. Haven’t heard another thing since and still don’t have the service manager’s name, contact information or anything else.
Guess even AI doesn’t work on weekends.
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