2 year old car EML on after a week

[Haddock82]

OK forgive me if this is obvious and I sound like an idiot!

6th June
Purchased a 2-year old car from a large car supermarket type place, not the manufacturer main dealer, one of the box shifting places with 1,000s of cars in stock. (I know I am stupid already for doing this and should have researched them a bit before heading there to buy!)

12th June
6 Days into ownership, engine management light comes on.

Called the car supermarket we bought from to inform them and see what the process is to get fixed etc.
They asked to email photo's of the light on the dash & the mileage of the vehicle (c. 200 miles since picking it up)

Sent them the photos the same day.
No reply of acknowledgment they received the images etc.

I have a couple of OBD port code readers and it has come back as either an exhaust pressure sensor or a problem with the EGR valve.

13th June
Emailed to chase them up to see if they had any advice - no reply

No problem, probably just busy, have 6 or 7 branches nationwide, lots to get through customer service wise etc.

16th June
Called them to see if they had any update

Lady said she could see it on the system, but they are busy etc. someone will get back to me ASAP
No reply.

17th June
emailed to chase again
No reply

I've been perfectly amicable, not rude, happy to listen to what they say I need to do etc...

Am I being a bit too optimistic to have expected at least some sort of acknowledgment within 5 days of reporting the fault?
Or should I give it a week? 2 weeks before kicking off?!


We've never owned anything this new before, so again sorry if you are reading this thinking "what an idiot"!

Said car is a Hyundai so it has 5 year manufacturer warranty, expiring in May 2028.
Should I just book in direct with Hyundai main dealer under warranty?!
Avoiding the, well documented online, poor customer service from the car supermarket place
(if I gave you the name, which I won't at this stage, you'd see quite a few people with similar issues)

Or do I need to wait for them to have the opportunity to fix it at the car supermarket before contacting Hyundai?

Or do I simply just say, sorry it's faulty, we only had it 6 days before reporting this fault and only covered 200 miles - Give me my money back!

Car is Hyundai Tucson - 1.6 Petrol (Not hybrid) - 50,000 miles
Yes high miles, but ex-fleet and has had 4 services
Also, we'll be doing low miles in it (c.5k per annum) so the mileage didn't put me off
Aside from the EML being on, the car is in excellent condition bodywork wise, interior etc...

Any tips appreciated!

[cuprabob]

As it's still under manufacturer's warranty just book it into your nearest Hyundai dealer.

Edited by cuprabob on Tuesday 17th June 17:59

[paul_c123]

I think I'd prefer it be fixed by Hyundai than "car supermarket". Since the cost to fix should be £0, because its under manufacturer warranty, there is no cost saving in getting the seller to fix here.

[Jamescrs]

As above I would be going to a main dealer to get them to sort it under the manufacturers warranty, probably do a better job than a car supermarket who would try and do it in the cheapest way possible

[Sheepshanks]

Do you know the mileages the services were carried out at, and where they done by a franchise dealer?

At 50K miles it should have had 5 services.

Doesn’t sound like a service related issue, but Hyundai / Kia are known to be pedantic if services are done late, or not to Hyundai spec.

[Haddock82]

Thank you for the replies so far.
Makes sense to me

Service History
01/05/2023 - Hyundai PDI
11/03/2024 - 10,001 - Mototech Fleet Solutions
23/09/2024 - 23,289 - Fastech Gatwick
25/02/2025 - 42,966 - FleeTEQ Ltd
17/04/2025 - 50,240 - Fastech Gatwick

Not main dealer admittedly.

Best thing to just ring my local Hyundai & be honest and see what they say.

[carlove]

Haddock82 said:

Thank you for the replies so far.
Makes sense to me

Service History
01/05/2023 - Hyundai PDI
11/03/2024 - 10,001 - Mototech Fleet Solutions
23/09/2024 - 23,289 - Fastech Gatwick
25/02/2025 - 42,966 - FleeTEQ Ltd
17/04/2025 - 50,240 - Fastech Gatwick

Not main dealer admittedly.

Best thing to just ring my local Hyundai & be honest and see what they say.

I think it's missed the 30k service. I've got a Kia (pretty much the same), and before I bought mine it was serviced outside the dealer network but at the correct mileage, which Kia said is fine, they told me an issue they often have with people buying from car supermarkets (like me) and get told it's still got it's 7 year warranty (like me) but the car doesn't actually meet the conditions of the warranty (thankfully not like me). They said the main problem is cars missing a service, or being serviced late that invalidates the warranty. Kia are apparently very strict on mileage, and I kind of assume Hyundai will be the same,.

I think as you plan to speak to your Hyundai garage and see what they say, and if that's a no go, I think a bit more assertiveness is needed with the car supermarket .

[BertBert]

Impressive miles!

[paul_c123]

Haddock82 said:

........
Service History
01/05/2023 - Hyundai PDI
11/03/2024 - 10,001 - Mototech Fleet Solutions
23/09/2024 - 23,289 - Fastech Gatwick
25/02/2025 - 42,966 - FleeTEQ Ltd
17/04/2025 - 50,240 - Fastech Gatwick
.............

carlove said:

I think it's missed the 30k service.,.

I think its missed the 20k service too, because the service interval (I believe - can't be sure without seeing the service booklet) is 10,000 miles/12 months, whichever occurs first. I am assuming there is some 'wiggle room' on it, but I'd imagine its quite tight, eg 500 (maybe 1000) miles or 1 month late.

[C69]

I'd contact a Hyundai dealer, if only to check whether or not the five-year warranty is still valid. Did the car supermarket sell you the vehicle on the basis that it still had a manufacturer's warranty?

It's an ex-rental car?

[Sir Bagalot]

C69 said:

I'd contact a Hyundai dealer, if only to check whether or not the five-year warranty is still valid. Did the car supermarket sell you the vehicle on the basis that it still had a manufacturer's warranty?

It's an ex-rental car?

I was about to say this. Check it still does have a warranty in place.

If not then I'd be rejecting it.

Does the dealer have the same name as a German car brand?

[Haddock82]

Ok....
I spoke with both my local Hyundai dealer and Hyundai UK

Local dealer were great, really helpful and kind however, in their opinion, the manufacturer warranty would be invalid due to the mileage between services.
They advised to call Hyundai UK to be 100% certain.

I called Hyundai UK, who were pretty useless to be honest.
They said they can't see any service history for this vehicle on their systems.
Not surprising as it has been serviced at non-Hyundai garages.
The vehicle must be serviced to schedule (there is a tiny bit of wiggle room in terms of time/mileage) and if done at a 3rd party garage only Genuine Hyundai parts must be used.

I discussed with the garage that I didn't want their 1/2/3 year add on warranty as it was under manufacturer warranty still, to which they agreed.
Also, the garage have an app for your phone with the car details etc.
This clearly shows the car as being "covered" under manufacturer warranty.

And yes, it does have the same initials of a large German car manufacturer

I wish I'd done quick Google before heading off to buy the car...

Anyway, rejection letter submitted today via e-mail and will be in the post to their Head Office, recorded delivery tomorrow.

[carlove]

Haddock82 said:

Ok....
I spoke with both my local Hyundai dealer and Hyundai UK

Local dealer were great, really helpful and kind however, in their opinion, the manufacturer warranty would be invalid due to the mileage between services.
They advised to call Hyundai UK to be 100% certain.

I called Hyundai UK, who were pretty useless to be honest.
They said they can't see any service history for this vehicle on their systems.
Not surprising as it has been serviced at non-Hyundai garages.
The vehicle must be serviced to schedule (there is a tiny bit of wiggle room in terms of time/mileage) and if done at a 3rd party garage only Genuine Hyundai parts must be used.

I discussed with the garage that I didn't want their 1/2/3 year add on warranty as it was under manufacturer warranty still, to which they agreed.
Also, the garage have an app for your phone with the car details etc.
This clearly shows the car as being "covered" under manufacturer warranty.

And yes, it does have the same initials of a large German car manufacturer

I wish I'd done quick Google before heading off to buy the car...

Anyway, rejection letter submitted today via e-mail and will be in the post to their Head Office, recorded delivery tomorrow.

Best of luck with the rejection, I think I'd be doing the same.
I've only ever heard bad things about that car supermarket, there's a Facebook group with 6k members dedicated to complaints about them. Interestingly if you search the dealer on Facebook the complaints page appears before their official page.

[Sir Bagalot]

Haddock82 said:

And yes, it does have the same initials of a large German car manufacturer

.

Thought as much.

I fell upon their FB group, or rather a FB group of not very happy customers.

In reality they probably cleared the code and will now ignore you.

You need to stop using the vehicle now. If they don't play ball very quickly I'd be tempted to actually deliver it back to them on a busy Saturday morning and speak very loudly in the selling area.

[Giantt]

BertBert said:

Impressive miles!

Uber

[ThingsBehindTheSun]

carlove said:

Best of luck with the rejection, I think I'd be doing the same.
I've only ever heard bad things about that car supermarket, there's a Facebook group with 6k members dedicated to complaints about them. Interestingly if you search the dealer on Facebook the complaints page appears before their official page.

All of our old company cars were serviced at Halfords, the majority of the drivers couldn't care less about sticking to the correct service intervals. I assume the majority of these cars end up at car super markets, hence why I wouldn't buy one.

[solo2]

paul_c123 said:

I think its missed the 20k service too, because the service interval (I believe - can't be sure without seeing the service booklet) is 10,000 miles/12 months, whichever occurs first. I am assuming there is some 'wiggle room' on it, but I'd imagine its quite tight, eg 500 (maybe 1000) miles or 1 month late.

Servicing on this car is 12 months or 10,000 miles whichever occurs first so even with a tolerance either side of the mileage it should have been done at 10, 20, 30, 40 & 50K so unlikely you will get warranty work

Going to assume this car supermarket can be shortened to 3 letters the same as a car manufacturer and a facebook page about them is shocking

[cuprabob]

solo2 said:

Going to assume this car supermarket can be shortened to 3 letters the same as a car manufacturer and a facebook page about them is shocking

OP has confirmed this to be the case.

[Mr Sparkle]

B motoring turds will try everything to avoid their responsibly. You just need to keep going and document everything.
I bought an electric car that wouldn’t charge on they way home, and it turned out didn’t have a safety recall done.
Have you ever noticed their sites are fortresses. I bet there are loads of people that would like to dish out some paint stripper.

[Tony1963]

Mr Sparkle said:

Have you ever noticed their sites are fortresses.

Really?

This one is the Norwich site