[AU] Kia Carnival Platinum MY17 - Dead Head Unit

33766 Views 128 Replies 41 Participants Last post by dsando, 7 d ago

jolt77

Discussion Starter · Dec 11, 2019

Hi guys

Just thought I'd share some more recent issues with the head unit in my Kia Carnival Platinum MY17, I've never been completely happy with it, lots of bugs in the software and finally and unexpectedly it recently just gave up the ghost completely.

Here's a video of the brick I now have sitting in my dash, well, sometimes it's a light up brick I guess but that just makes it hard to focus on the road when driving at night!
Dead Head Unit

After a visit to the dealership and many conversations with Kia Australia they're going to replace it ... when stock becomes available and they haven't given me any timeframe about that at all.

FYI, in Australia at least, the pre-facelift YP model head units were made by Motrex, not Kia themselves. Through a friend who used to work at Kia Australia, they had lots of problems with Motrex sourced head units and that's why the facelifted YP got a Kia made head unit instead, the one with CarPlay and Android Auto.

I have asked and have pushed, but don't like my chances, to get one of the later head units as I've already had my head unit replaced once before and have been in at least 5 times due to problems with the head unit, some were fixed and some I just resigned myself to live with.

Has anyone else had their 2015+ Kia Carnival Platinum head units replaced?

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81 - 100 of 129 Posts

NZOC

· #81 · Dec 25, 2021

Interesting to come across this thread. Have had this happen a couple of times with our 2015 Premium. Basically fixed by getting out, locking and unlocking the car and its all good. Has just happed a few days ago and nothing I do can get it working. Occasionally it comes up with a white screen so obviously there is still power to it. There is a DVD in it and that won't eject. No power to the USB port though. Have tried many things including the reset button and disconnecting the battery, no luck.
When it initially happed it was because I accidentally turned the car off and started it again within a second or two, doing this in the past has caused this issue but this time its stayed like this.

I guess I'll be calling the dealership next week but being the Christmas holidays won't have much luck. And we have a couple of road trips planned in the next couple of weeks 🤬

JimH17

· #82 · Dec 30, 2021

HYBREE said:
I have this model from a 2019 wreck but the plugs are different. To the 2016 SLi.
I wish it was a simple plug and play and I’ve contacted Kia about it but it falls on deaf ears.
They tell me quite certainly that what you’ve had done is impossible. But you would be the 2nd person I have seen that proves it is possible.
What to do?

Interested to know where you are at with this as I am in a similar situation with our MY17 Carnival Pt. Kia has confirmed that there is an alternate version of the Motrex head unit that does not have the CD but does have Apple Car Play. It is out of stock and no ETA. In the interim I have found a JBL head unit that is in an MY19 Platinum did you manage to get yours fitted or was it all too hard?

Blogsy72

· #83 · Jan 2, 2022

So the head unit of my 2016 Carnival Platinum died 2 days ago with all the symptoms in this thread. I really appreciate the conversation here. It has quickly let me know the problem and the solution. It sounds like this essential component is quite the piece of crap. Hopefully, it will also help in discussions with the dealer (Chadstone Kia) when I take it in. Fingers crossed and I will keep you updated.

onetonnesam

· #84 · Jan 9, 2022

Scoot2000 said:
It's two months today since I posted here to say that the head unit had failed. Since then I went to the dealer (Tynan in Kirrawee, Sydney) and they have been very helpful. They advised that the wait would likely be 4-6 weeks after I got them to verify the failure, and that this was something not uncommon with this model. After four weeks they advised that the supplier was able to offer the updated model with Apple Carplay instead, so long as I was willing to lose the CD player. I was very happy with that; the new model is reported to be much more reliable, Apple Carplay seems useful, it has updated maps, and it's much more responsive. Today it's all installed and working beautifully (tested climate control display, GPS, Apple Carplay, cameras, radio, all connected and functioning properly).
My Carnival is a May 2015 build (one of the first of this series), so it seems to confirm that it's possible to install the updated head unit in any Carnival Platinum. So, for anyone reading this that has just had the failure, there's reason to hope that this can be resolved well.

Hi there, I have a 2016 Platinum Diesel that’s has the second head unit die. The first time it does I did ask whether they could put the upgraded unit in there with Apple CarPlay, but the service lady told me that this was not physically possible due to different shapes. Now that the second unit has died, I’m keen to ask for a different model. I was just curious as to whether your replacement unit is still operating ok? Thanks.

OzCru

· #85 · Jan 18, 2022

Hi All,
It's been a few weeks as I've been away with Christmas Holidays etc. On the Plus side - KIA Pennant Hills have been chasing me up regularly - so their customer service is faultless to this point.

On the Minus Side - I haven't been able to get in touch with anyone at Motrex in Sydney - the number just keeps ringing & ringing.

@waz149 @Scoot2000 @Wildwest_Trav
Do you guys have any specific contact details that you used to get in touch with any customer service people?

I spoke to KIA customer care who advised that they were currently out of stock of the Apple Car Play model units so I'm just trying to follow up on that directly with Motrex.

BruceMclaren

· #86 · Jan 19, 2022

onetonnesam said:
Hi there, I have a 2016 Platinum Diesel that’s has the second head unit die. The first time it does I did ask whether they could put the upgraded unit in there with Apple CarPlay, but the service lady told me that this was not physically possible due to different shapes. Now that the second unit has died, I’m keen to ask for a different model. I was just curious as to whether your replacement unit is still operating ok? Thanks.

My 2015 Platinum Diesel is on its 2nd head unit (replaced once while with it's first owner) and this 2nd replacement unit is now also showing signs of malfunctioning (Freezes, block yellow screen instead of reversing camera image). When I asked Kia Cardiff about changing to the Apple Carplay unit they told me the same "not physically possible due to different shapes" which goes against the evidence of some of the members in this group who have already had theirs replaced with the Apple Carplay unit.

Kia Cardiff are still evaluating my warranty claim, which started last Nov but I need to chase them up now that I'm back from holidays. They did forewarn me that it could be up to 6 weeks to get a response.

BruceMclaren

· #87 · Jan 19, 2022

OzCru said:
Hi All,
It's been a few weeks as I've been away with Christmas Holidays etc. On the Plus side - KIA Pennant Hills have been chasing me up regularly - so their customer service is faultless to this point.

On the Minus Side - I haven't been able to get in touch with anyone at Motrex in Sydney - the number just keeps ringing & ringing.

@waz149 @Scoot2000 @Wildwest_Trav
Do you guys have any specific contact details that you used to get in touch with any customer service people?

I spoke to KIA customer care who advised that they were currently out of stock of the Apple Car Play model units so I'm just trying to follow up on that directly with Motrex.

I have tried contacting Motrex directly as well via their email (haven't tried their phone) and didn't get a response from them either (email sent Dec last year). Though to be fair the email address was the generic contact us one so wasn't expecting much really.

OzCru

· #88 · Jan 20, 2022

So after a couple failed email attempts finding an old email online - I finally got an email address for Motrex that the IT department responded to & then they provided this email address:

[email protected]

& ... They responded to my email:

"We don’t have aftermarket unit in stock.
Aftermarket unit (Apple carplay unit) is NOT genuine, very limited stock (Currently all booked for other customers).
Based on service history for (VIN Numer), we cannot offer you aftermarket unit.
Regards,
Motrex"

So I guess that's going to be the response - at least until maybe the next replacement unit fails??
I've contacted Pennant Hills KIA & go ahead with the replacement that they have ready which they are going to do tomorrow (again they have been awesome to deal with).

Hopefully all will go well ...

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BruceMclaren

· #89 · Jan 20, 2022

OzCru said:
So after a couple failed email attempts finding an old email online - I finally got an email address for Motrex that the IT department responded to & then they provided this email address:

[email protected]

& ... They responded to my email:

"We don’t have aftermarket unit in stock.
Aftermarket unit (Apple carplay unit) is NOT genuine, very limited stock (Currently all booked for other customers).
Based on service history for (VIN Numer), we cannot offer you aftermarket unit.
Regards,
Motrex"

So I guess that's going to be the response - at least until maybe the next replacement unit fails??
I've contacted Pennant Hills KIA & go ahead with the replacement that they have ready which they are going to do tomorrow (again they have been awesome to deal with).

Hopefully all will go well ...

Thanks for providing the email address, it was different to the one I had tried to contact Motrex at. So I re-sent my email to the correct address and got a reply within a few hours. Not good news regarding getting the newer model headunit. Appears I'll be getting a replacement unit. Assuming Cardiff Kia decide to replace it under warranty. Here's the reply I got from Motrex.

"We already received SO in our system from Cardiff Kia and are waiting for PO because this unit replacement is out of warranty.

The newer model without the DVD player is NOT genuine unit for this vehicle and it's a very limited stock (aftermarket unit).

We cannot offer you this aftermarket unit because of no stock (Currently all aftermarket units in stock are booked for other customers).

We don't deal with private customers directly.

If any issue, please contact Cardiff Kia.

Regards,

Motrex"

My take aways are

a) Even though the Apple Carplay unit is "NOT" genuine we know that it can be made to work in our vehicles.

b) They're out of stock of the Apple Carplay unit anyway

c) Motrex don't deal with private customers, so that leaves Kia dealerships as our best avenue.

At this stage I'll just be glad to get a replacement unit as mine glitched over Christmas at some moments when I needed 360 cameras the most. I did it with the mirrors but the cameras make parking in tight spots a LOT easier.

Will call Cardiff Kia tomorrow 👍🏻

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Reactions: 1

OzCru

· #90 · Jan 21, 2022

Hi @BruceMclaren Hope it all goes well for you. Sounds like ths same response I got with slightly different wording.

So my update is that Kia Pennant Hills Fitted a replacement CD unit to my vehicle this morning. So far it seems to be doing everything that it's supposed to, in the ways that it's supposed to.
I'm happy.
Pennant Hills Kia - Very Happy with their service!
So that's it for me hopefully for a long time, I would have liked the Apple Carplay unit if it were possible, but it seems that it's reserved for those that have had ongoing issues & that's if they can even get more units, COVID & Global Logistics issues are most likely to blame there.

In my researching I did come across a couple other links / directions that may help people reading this thread later if they are outside of warranty with a failed unit & can't get KIA to replace their head units so I'm going to put some links here. Disclaimer: I'm not associated with these businesses, have not bought these products nor do I know all the in's & outs of wiring up a complex Stereo with all the additional inputs & controls that these units handle - So do your own homework or get a professional to do it for you - but maybe its helpful somehow so here goes:

Manual Download for the OEM CD Player verson in YP model Carnivals Select another country eg South Africa that lists the Carnival & it gives you a link for a PDF
Manual Download Motrex Carnival Headunit with Carplay / Andriod Auto
Other Motrex Model Manuals ??maybe

Possible Alternate Head Unit?
Sony Possible Head Unit?
Need to purchase a range of other bits to connect everything from Auto Elec suppliers so switches & controls work, cameras input etc.
aerpro.com Electrical & Dash components supplier
frankiesautoelectrics.com.au Electrical & Dash components supplier - bigger range

Good Luck everyone!

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onetonnesam

· #91 · Feb 1, 2022

BruceMclaren said:
My 2015 Platinum Diesel is on its 2nd head unit (replaced once while with it's first owner) and this 2nd replacement unit is now also showing signs of malfunctioning (Freezes, block yellow screen instead of reversing camera image). When I asked Kia Cardiff about changing to the Apple Carplay unit they told me the same "not physically possible due to different shapes" which goes against the evidence of some of the members in this group who have already had theirs replaced with the Apple Carplay unit.

Kia Cardiff are still evaluating my warranty claim, which started last Nov but I need to chase them up now that I'm back from holidays. They did forewarn me that it could be up to 6 weeks to get a response.

Thanks BruceMaclaren.
Kia Castle Hill acknowledged known issue. 3-4 weeks for a reply they reckon.

Reactions: 1

BruceMclaren

· #92 · Feb 1, 2022

I spoke to Cardiff Kia last week about my issue and they're going to replace my unit like for like. Also said their 'initial' 6-week estimate was incorrect and to expect up to 12weeks. Which from my original service date puts it at the end of Feb... Given Motrex has stock issues and apparently was waiting for a PO from Cardiff Kia for my unit, I wasn't surprised by their revised date.

I also went looking at 3rd party Apple Carplay alternatives. Seems like there are quite a few choices out there. Thanks, @OzCru for the links. I also came across the iDataLinkMaestro which looks promising. In theory, it should also support the display of the climate info too, though have yet to see a demo of that. The 360 camera support looks promising in this video though

Shunter

· #93 · Feb 2, 2022

Hey guys, I've had my used MY17 Kia Carnival Platinum for a little over a fortnight and the head unit died over the weekend. Appreciate everyone posting their experiences here, it's very helpful.

I took my Carnival to Great Western Kia in Kingswood, and they advised that they've ordered a replacement for me. They advise that they're unsure of whether I would be getting a refurb or the CarPlay/Android Auto unit, but they will opt for the newer head unit for me if it is available. They gave me an ETA of 2-3 weeks, not holding my breath, but we'll see how this goes...

Reactions: 1

BruceMclaren

· #94 · Feb 2, 2022

Shunter said:
Hey guys, I've had my used MY17 Kia Carnival Platinum for a little over a fortnight and the head unit died over the weekend. Appreciate everyone posting their experiences here, it's very helpful.

I took my Carnival to Great Western Kia in Kingswood, and they advised that they've ordered a replacement for me. They advise that they're unsure of whether I would be getting a refurb or the CarPlay/Android Auto unit, but they will opt for the newer head unit for me if it is available. They gave me an ETA of 2-3 weeks, not holding my breath, but we'll see how this goes...

If you do end up with the newer CarPlay/Android Auto unit then maybe I should take mine to them too 😃. Keep us posted on how you go

Reactions: 1

JimH17

· #95 · Feb 22, 2022

HYBREE said:
I have this model from a 2019 wreck but the plugs are different. To the 2016 SLi.
I wish it was a simple plug and play and I’ve contacted Kia about it but it falls on deaf ears.
They tell me quite certainly that what you’ve had done is impossible. But you would be the 2nd person I have seen that proves it is possible.
What to do?

There are two units, one was made by Motrex and is the replacement you can fit, the second is the JBL that went in the 2019 onwards

onetonnesam

· #96 · Feb 28, 2022

Shunter said:
Hey guys, I've had my used MY17 Kia Carnival Platinum for a little over a fortnight and the head unit died over the weekend. Appreciate everyone posting their experiences here, it's very helpful.

I took my Carnival to Great Western Kia in Kingswood, and they advised that they've ordered a replacement for me. They advise that they're unsure of whether I would be getting a refurb or the CarPlay/Android Auto unit, but they will opt for the newer head unit for me if it is available. They gave me an ETA of 2-3 weeks, not holding my breath, but we'll see how this goes...

As I type I am sitting the service lounge at Heartland Kia Castle Hill waiting for my replacement head unit (yay). It was inspected 11/01 but replacement didn't come into the dealer under 21/02 (boo). And despite my asking them nicely from the beginning, they were quite upfront and told me what unit they get is beyond their control (boo) so I ended up getting a refurbished unit (boo).

I'm a little jealous at Kia Pennant Hills and Kingswood who appear to be more accommodating of customer concerns - please keep us up to date Shunter. The experience at Kia Castle Hill quite hasn't been the same

Reactions: 1

Shunter

· #97 · Mar 9, 2022

An update on my situation, I spoke to my CSR at Kia today and my replacement unit appears to be on its way (a little over five weeks after taking it in to the dealer at Kingswood). She advised that she requested the newer head unit, but Motrex pushed back and refused to supply an aftermarket unit in the first instance. So I'll be getting a refurb and crossing my fingers that it doesn't crap out after a year. 😬

BruceMclaren

· #98 · Mar 9, 2022

I too spoke to Cardiff Kia (yesterday) and they informed me that my unit had definitely been ordered but was still some weeks away. They'd had others come through and be replaced but were still waiting on mine. Said they'd just they'd figured out a way to get mine a little earlier and that if I hadn't heard back within two weeks, to give them a callback. I'm up to about 4 months since I originally lodged the issues. Though I believe most of this time is due to Motrex not having stock.

Interesting to hear Shunter that Motrex also pushed back due to not being willing to supply an 'aftermarket' unit. Which was the same reason they gave me. I can't make sense of this since at least 3 members here have had theirs replaced with non-CD Carplay compatible ones from Motrex. But it does make me wonder if Motrex even makes the 2019 (2018?) onwards CarPlay compatible unit? @waz149, @Scoot2000, @Wildwest_Trav are you able to confirm your units are actually Motrex ones?

At this stage, I'll be happy with just a refurbished one.

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Reactions: 1

BruceMclaren

· #99 · Mar 23, 2022

2

My Head Unit was updated yesterday by Cardiff Kia. Took them less than an hour and the new unit has a different deck number when compared with the old one, still had the screen protector on it and included a previous phone Bluetooth pairing too.

It's a like-for-like replacement (non Android Auto/Apple Carplay) and so far it's working as it should. Time will tell if it resolves the issues my old one had. But early impressions are promising 👍🏻

Old Unit

Computer Output device Gadget Communication Device Font

New Unit

Gadget Personal luxury car Font Display device Vehicle

I'd be curious to hear from others who have had theirs replaced, what "Deck" number they have. You can find it (from memory) via pressing the Setup button then going to Device Information .

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Bigsul

· #100 · May 5, 2022

BruceMclaren said:
I too spoke to Cardiff Kia (yesterday) and they informed me that my unit had definitely been ordered but was still some weeks away. They'd had others come through and be replaced but were still waiting on mine. Said they'd just they'd figured out a way to get mine a little earlier and that if I hadn't heard back within two weeks, to give them a callback. I'm up to about 4 months since I originally lodged the issues. Though I believe most of this time is due to Motrex not having stock.

Interesting to hear Shunter that Motrex also pushed back due to not being willing to supply an 'aftermarket' unit. Which was the same reason they gave me. I can't make sense of this since at least 3 members here have had theirs replaced with non-CD Carplay compatible ones from Motrex. But it does make me wonder if Motrex even makes the 2019 (2018?) onwards CarPlay compatible unit? @waz149, @Scoot2000, @Wildwest_Trav are you able to confirm your units are actually Motrex ones?

At this stage, I'll be happy with just a refurbished one.

BruceMclaren said:
My Head Unit was updated yesterday by Cardiff Kia. Took them less than an hour and the new unit has a different deck number when compared with the old one, still had the screen protector on it and included a previous phone Bluetooth pairing too. It's a like-for-like replacement (non Android Auto/Apple Carplay) and so far it's working as it should. Time will tell if it resolves the issues my old one had. But early impressions are promising 👍🏻

Old Unit
View attachment 123362

New Unit
View attachment 123363

I'd be curious to hear from others who have had theirs replaced, what "Deck" number they have. You can find it (from memory) via pressing the Setup button then going to Device Information .

I have been waiting on a replacement unit since January 24th 2021 for our 2015 Carnival. That was after waiting three weeks to even get the car looked at. Had been told 4-6 weeks initially and have called every few weeks since March with still no luck. Not sure what our next course of action is.
The Ryde service centre is trying to explain the first Lady I was dealing with had left but I’m not sure how that should affect my replacement. No one seems to be able to give us an answer as to when we will get it fixed. Any advice would be greatly appreciated.
Thanks in advance.

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